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This Position Is No Longer Available

Job Title:  Contact Representative (Service Representative Trainee) (ICTAP/VEOA)
Agency:  Social Security Administration
Job Announcement Number:  ICTAP-24-2014

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

The contents of the announcement can still be viewed.
$31,628.00 to $41,122.00 / Per Year
Friday, March 14, 2014 to Thursday, March 20, 2014
Full Time - Permanent
Few vacancies in the following location:
New Bern, NC View Map
ICTAP/VEOA eligibles in the New Bern, NC commuting area.
Not Applicable


Do you have a desire to:

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

    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 eligiblity and entitlement for programs administered by SSA, and using state-of-the-art computer technology to access and update information about claims. 

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


    This position is located in the following location: 1420 Mccarthy Blvd, New Bern, NC


    Note: This position is being filled on a full-time, permanent basis.  Additional selections may be made from this announcement.


    APPLICATIONS WILL ONLY BE ACCEPTED FROM those eligible for the Interagency Career Transition Assistance Program (ICTAP) in the commuting area of the locations listed in the vacancy announcement and VEOA eligibles. 


    To be eligible under the VEOA, an applicant must be a preference eligible OR a veteran separated after 3 or more years of continuous active service performed under honorable conditions. Veterans who were released shortly before completing a 3-year tour are considered to be eligible.



    • Not Required


    • No


    • Must pass Meet and Deal panel interview
    • Proof of ICTAP/VEOA Eligibility Required
    • Background and/or Security Investigation Required
    • U.S. Citizenship Required
    • Relocation Expenses will not be paid.
    • Selective Service Registration. See Other Information tab.


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


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    All qualification requirements must be met by the closing date of the announcment.  If you are using experience to qualify, you must have:

         For the GS-5:  52 weeks of full-time work experience performing all or most of the following tasks: (1) Applying and interpret laws, rules, 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) Perform administrative and clerical processes using a computer to reconcile discrepancies, associate documents with related files/records, etc.; and (4) Writing correspondence in response to technical inquiries and drafting a variety of other written products or Education course work equivalent to a baccalaureate program. 


    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.

    In addition to the minimum qualifications, applicants must be eligible under one of the following categories:

    Former Federal employees eligible under CTAP, ICTAP or VEOA. 

    Qualification requirements must be met by the closing data of this announcement.







    Substitution of Education

    If you are qualifying for this position based on completed education at an accredited U.S. 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 responsiblity 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: 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 miniumum qualification requirements.





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


    For more information on substituting education for experience, visit

    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.  




    Your application will be evaluated under the Category Rating method, based on your responses to the occupational questions in this document, 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.  If you meet the basic requirements for the position, your application will be evaluated and placed into one of three categories:  


    1- Qualified Category - Candidates who meet the Minimum Qualification Requirements.
    2- Well Qualified Category - Candidates who meet the Minimum Qualification Requirements and demonstrate a satisfactory level of the knowledge, skills, and abilities necessary to perform the duties of the position.
    3- Best Qualified Category - Candidates who meet the Minimum Qualification Requirements and demonstrate a high level of the knowledge, skills, and abilities necessary to perform the duties of the position.

    The Category Rating Method does not add veterans' preference points or apply the "rule of three," but protects the rights of veterans by placing them ahead of non-preference eligibles within each category.  Candidates eligible for Veterans' preference will be placed ahead of other candidates in the appropriate category for which they have been rated. Additionally, preference eligibles who have a compensable service-connected disability of at least 10 percent and who meet the Minimum Qualification Requirements will automatically be placed in the Best Qualified Category. 

    We recommend you use USA Jobs 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, click the following link:  View Assessment Questions


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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 the following links for more information at  Jobseekers or Pay and  Benefits.

    Please visit our Careers website for additional 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



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    To apply for this position, you must provide a complete Application Package which includes:
    1. Your Resume
    2. The Occupational Questionnaire
    3. Additional Required Documents (see Required Documents section below)

    The complete application package must be submitted by 11:59 PM (EST) on Thursday, March 20, 2014 to receive consideration.

    ·       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 1073835. 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.


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



    INTERAGENCY CAREER TRANSITION ASSISTANCE PLAN (ICTAP): ICTAP provides eligible displaced Federal competitive service employees with selection priority for competitive service vacancies.  Applicants must be well- qualified for the vacancy. Well qualified is defined as meeting or exceeding the fully successful level for competencies required by the position.  You must provide:

    ·       proof of eligibility with your application to receive selection priority. Such proof may include a copy of your written notification of ICTAP eligibility or a copy of your separation Notice of Personnel Action, (SF-50); and

    ·       proof of your most recent performance rating of at least "fully successful" (Level III) or equivalent. 

    For more information visit


    VETERANS EMPLOYMENT OPPORTUNITIES ACT (VEOA): To be eligible under the VEOA, an applicant must be a preference eligible or a veteran separtated after 3 or more years of continuous service performed under honorable conditions. Veterans who were released shortly before completing a 3 year tour are considered to be eligible.


    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 eligiblity. 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


    Kimberly Teague
    Phone: (404)562-1192
    Agency Information:
    SSA Atlanta
    Sam Nunn Atlanta Federal Center
    61 Forsyth Street South West
    Suite 22T64
    Atlanta, GA


    Once you have successfully submitted your application materials, you can expect to receive the following email notifications concerning your application status: (1) Receipt of application; (2) Result of qualifications review; (3) Referred/Not Referred to the selecting official; and (4) 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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