This Position Is No Longer Available
  1. Overview
  2. Duties
  3. Qualifications & Evaluations
  4. Benefits & Other Info
  5. How to Apply

Job Title:Contact Representative (Service Representative) (Recent Graduates)

Agency:Social Security Administration

Job Announcement Number:SK1066859RC-RG

This position is closed and no longer accepting online applications through USAJOBS.

The contents of the announcement can still be viewed.

SALARY RANGE:

$31,628.00 to $45,828.00 / Per Year

OPEN PERIOD:

Thursday, March 13, 2014 to Monday, March 17, 2014

SERIES & GRADE:

GS-0962-05/06

POSITION INFORMATION:

Full Time - Recent Graduates

PROMOTION POTENTIAL:

08

DUTY LOCATIONS:

4 vacancies in the following location(s):
Davenport, IA View Map
Independence, MO View Map
Kansas City, MO View Map
Saint Joseph, MO View Map

WHO MAY APPLY:

United States Citizens

SECURITY CLEARANCE:

Not Applicable

SUPERVISORY STATUS:

No

JOB SUMMARY:

Do you have a desire to:

  • Help SSA manage its Social Security programs, analyze and solve problems?
  • Advise millions of retired and disabled individuals?
  • Work on a team to make a difference in people's lives and your own?

Join SSA, one of the top 10 Best Places to Work in the Federal Government!

SSA Recent Graduates Program Eligibility Requirements
The SSA Recent Graduates Program (Program) provides Recent Graduates with entry-level developmental experience and is designed to lead to a career in the Federal government. To be eligible for the Program, applicants must have completed all requirements of an academic course of study leading to a qualifying associates, bachelor's, master's, professional, doctorate, vocational, or technical degree or certificate from a qualifying educational institution within the 2 years preceding the closing date of this announcement.  Preference-eligible veterans who, due to military service obligations, were precluded from applying to the Program during any portion of the 2-year eligibility period are entitled to a full 2-year period of eligibility upon release or discharge from active duty.  In no event, however, may the eligibility period extend beyond 6 years from the date on which the preference eligible veteran completed the requirements of an academic course of study. Exception:  Individuals who completed their academic requirements between December 27, 2010 and July 10, 2012 are eligible for the Recent Graduates Program until July 10, 2014.

Please refer to the Qualifications section for information on the experience and/or education required for the position.

Once selected for the Service Representative position in SSA, you will contribute to the Agency's mission through direct and personal service to the public. As the first point of contact, you are responsible for speaking with beneficiaries or inquirers in person or by telephone to provide information on SSA laws, rules and regulations. This includes obtaining information in order to determine eligibility and entitlement for programs administered by SSA, and using state-of-the-art computer technology to access and update information about claims.

This position is available in multiple locations. You will be able to select your location preference in the application process.

  

Note: This position is being filled on a full-time basis. This is a 2-year developmental program.  After successful completion of the program, you may be noncompetitively converted to a term (not to exceed 1-4 years) or permanent appointment. 

Additional selections may be made within six months from the closing date of this announcement.

TRAVEL REQUIRED

  • Not Required

RELOCATION AUTHORIZED

  • No

KEY REQUIREMENTS

  • U.S. Citizenship Required
  • Selective Service Registration required for male applicants, unless exempt
  • Security and/or Background Investigation Required
  • Must have a qualifying degree or certificate
  • Selectees are required to serve a trial period
  • Relocation expenses will not be paid
  • Must pass Meet-and-Deal panel interview

DUTIES:

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Service Representatives interview beneficiaries and the general public to determine the nature of their problem; explain technical information, gather facts and resolve problems relating to Social Security programs.


QUALIFICATIONS REQUIRED:

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All qualification requirements must be met by the closing date of the announcement.

If you are using experience to qualify, you must have:

For GS-5: 52 weeks of full-time work experience performing all or most of the following tasks: 1) Applying laws, rules or regulations and written guidelines; 2) Communicate orally in order to provide information, assistance, or instructions to members of the general public or their representatives; 3) Write correspondence in response to inquiries and draft a variety of other written products; and
4) Operating a personal computer or computer terminal (includes input, retrieval and editing files. 

 

For GS-6: 52 weeks of full-time work experience independently performing all or most of the following tasks: 1) Applying and interpreting laws, rules, regulations, and written guidelines; 2) Communicating orally with a large volume (daily or continuously) of people from different socioeconomic backgrounds in order to provide or elicit information; 3) Performing administrative and clerical processes using a computer to reconcile discrepancies; and 4) Writing correspondence in response to technical inquiries and drafting a variety of other written products.

Note: Part-time work is prorated in crediting experience (e.g., if you work 20 hours per week for a 12-month period), you will be credited with 6 months of experience.


 SUBSTITUTION OF EDUCATION:  Substitution of education for general and specialized experience will be made in accordance with the OPM Operating Manual, Qualification Standards for General Schedule Positions. 

 

If you are qualifying for this position based on completed education at an accredited U.S. college, university, or other educational institution, you must provide a copy of your transcripts or other proof of education.  NOTE: Education completed in a foreign institution must be deemed equivalent to that gained in conventional/accredited U.S. education programs. It is the applicant's responsibility to acquire U.S. Certification and provide it at the time of application. For a list of Credential Evaluation Services, log on to: Credential Evaluation Services.

For GS-5: Successful completion of a full 4-year course of study above high school (e.g., 120 semester hours, 180 quarter hours, bachelor's degree, etc.).

For GS-6: Successful completion of one half an academic year of graduate education in a related field (e.g., Family Studies, Social Work, Business Administration or Public Administration).

COMBINING EDUCATION AND EXPERIENCE:
Experience and education as described above may be combined to meet the minimum qualification requirements.

For GS-5: Education course work equivalent to a baccalaureate program beyond the second year (e.g., in excess of the first 60 semester or 90 quarter hours) is creditable toward meeting the minimum qualification requirements.

Note: Experience and education will be computed as percentages of the overall requirements and must equal to 100 percent when combined.

SELECTIVE PLACEMENT FACTOR

Meet and Deal Panel Interview:  Applicants will be required to participate in a panel interview (after basic eligibility determination) to demonstrate an aptitude for meeting and dealing with the public. Applicants must pass this interview process in order to be found fully qualified for this position and receive further consideration for selection. This interview will cover typical situations, which might be encountered on the job, in person or over the telephone. Candidates must demonstrate qualities such as clarity of speech, ability to listen, ability to establish confidence and put others at ease and the ability to organize and express thoughts clearly. If you do not pass the Meet and Deal panel interview, you will not qualify for the job.

HOW YOU WILL BE EVALUATED:

The evaluation you receive is based on your responses to the questionnaire. Your resume and supporting documentation may be compared to your responses to the occupational questionnaire, which is designed to capture the desired competencies for this position.  These competencies include: (1) Ability to communicate orally; (2) Ability to interpret and apply laws, regulations and operating procedures; (3) Ability to use the computer and web-based applications; (4) Ability to use reasoning to analyze issues in order to make decisions and resolve problems; and (5) Ability to organize, prioritize, and process a large volume of work within established deadlines.

Numerical scores will be assigned on a scale of 100.  Each applicant who meets the qualification requirements for the position will be assigned a rating of 70 or more and will be eligible for appointment.  Preference eligible veterans scoring 70 or more will receive additional points for veterans' preference.
 

We recommend you use USAJobs resume builder for submitting a resume to ensure you include dates of employment for each job listed (month/year) as well as average number of hours (e.g., 40 hours, 20 hours) worked per week. Note: You can copy and paste your existing resume into resume builder. Please review the Tips for Applying for additional guidance.

Note: Please make sure you answer all questions and follow all instructions carefully. Errors or omissions may affect your evaluation. To preview the questions, click the following link:  View Assessment Questions


BENEFITS:

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Social Security offers a comprehensive benefits program that you can customize for your individual medical and financial needs. In addition to traditional "dollars and cents" benefits, we offer a range of benefits to help you balance life with Social Security to life outside of work. Please visit our Careers website for additional information.



OTHER INFORMATION:

Selective Service: If you are a male applicant born after December 31, 1959, you must certify that you are registered with the Selective Service System, or are exempt from having to do so under the Selective Service Law. See www.sss.gov.

 

Individuals with disabilities may call us via Federal Relay using the (voice) contact telephone provided.



HOW TO APPLY:

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To apply for this position, you must provide a complete Application Package which includes:

  1. Your Résumé
  2. Transcript(s) (unofficial copies accepted)
  3. The Occupational Questionnaire
  4. Additional Required Documents (see Required Documents section below)

The complete application package must be submitted by 11:59 PM (EST) on Monday, March 17, 2014.

  • To begin, click Apply Online to create a USAJOBS account or log into your existing account. Follow the prompts to select your USAJOBS resume and/or other supporting documents to upload your documents and complete the occupational questionnaire.

  • Click the Submit My Answers button to submit your application package.

  • It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.

  • To verify your application is complete, log into your USAJOBS account, select the Application Status link and then select the More Information link for this position. The Details page will display the status of your application, the documentation received and processed, and any correspondence the agency has sent related to this application.

    NOTE : Your uploaded documents may take several hours to clear the virus scan process.

  • To return to an incomplete application, log into your USAJOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USAJOBS account or your application will be incomplete.

NOTE: If you applied online and your application is complete, do not fax the paper application (1203FX) as this will overwrite your prior online responses and may result in an ineligible rating.

To fax supporting documents you are unable to upload, complete the United States Government Application Cover Page using the following 1066859. Fax your documents to 1-478-757-3144.

 

If you cannot apply online:
1. View and print the occupational questionnaire:
View Occupational Questionnaire,
2. Print the
1203FX (Form C) to provide your responses to the occupational questionnaire; and
3. Fax the completed 1203FX and supporting documents to 1-478-757-3144. Your 1203FX will serve as a cover page for your fax transmission.

Due to our security procedures, our office will not accept any applications submitted via email or standard mail. The email address is listed only for inquiries about the position or the How to Apply process.



REQUIRED DOCUMENTS:

All supporting documentation must be received by the closing date of the vacancy announcement to claim certain types of preference or qualify on the basis of education.

 

VETERANS' PREFERENCE: If you are claiming veterans' preference, you must submit a copy of your military discharge certificate (DD 214 member 4 copy), official statement of service from your command if you are currently on active duty, or other proof of eligibility. To be acceptable, the document must show Character of Service. If you are claiming 10-point veterans' preference based on a service-connected disability, you must submit the required documentation specified on the reverse of the Application for 10-Point Veterans' Preference (SF 15).  Applicants claiming derived preference must submit the SF-15 and the required documentation specified on the reverse of the SF 15. Preference will be granted based on the documents received. For more information visit: Feds Hire Vets – Vet Guide

PROOF OF EDUCATION: Applicants must submit a copy of their transcripts with the course title, number of credits, grade, and date of completion. To qualify, the degree or certificate must be from an accredited college or university, or qualifying career or certificate program. Education completed in a foreign institution must be certified as equivalent to coursework completed at a U.S. college or university. Certification of equivalency must be submitted at the time of application.


 

AGENCY CONTACT INFO:

Roietta Combs
Phone: (816)936-5829
Email: ROIETTA.COMBS@SSA.GOV
Agency Information:
HR Specialist
PO Box 15458
601 E 12th St Rm 850
Kansas City, MO
64106

WHAT TO EXPECT NEXT:

Once you have successfully submitted your occupational questionnaire, you will receive the following email notifications concerning your application status: (1) Receipt of application; (2) Result of qualifications review and if Referred/Not Referred to the selecting official; and (3) Selected/Not Selected for the position.

If you applied incorrectly or submitted an incomplete application, we will be unable to send you notifications regarding the status of your application. Please read the How to Apply instructions carefully to ensure that you submit a complete application.


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Job Announcement Number:

SK1066859RC-RG

Control Number:

363903900