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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-26-2014

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

The contents of the announcement can still be viewed.
$39,179.00 to $50,932.00 / Per Year
Tuesday, March 18, 2014 to Monday, March 24, 2014
Full Time - Permanent
Few vacancies in the following location:
Asheville, NC View Map
ICTAP eligibles in the Asheville, NC commuting area.
Not Applicable


Do you have a desire to:

  • Help SSA manage its Social Security programs?
  • Analyze and solve problems?
  • Help to 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!


    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.


    ICTAP individuals are those Federal employees who have undergone a Reduction in Force (RIF).




    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.

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


    LOCATION:  This position is located at SSA, Asheville.  The office is located at 800 Centre Park Drive, Asheville, NC 28805. TYPE OF POSITION: 

    This position is being filled on a full time basis.


    • 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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    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.


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

    For GS-7: 52 weeks of full-time work Experience independently performing all or most of the following tasks:

    1.  Interpreting complex laws, regulations and written guidelines (e.g., Federal, State or County laws); (2)  Communicating orally, with a large volume of people from different socioeconomic backgrounds in order to resolve problems and provide advice/guidance about program policies, benefits, etc.; (3)  Performing administrative and clerical processes using a computer to reconcile discrepancies; and (4)  Writing correspondence in response to complex inquiries for technical information and preparing a variety of other types of written work 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.

    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-7: Successful completion one academic year of graduate education in a related field (e.g., Family Studies, Social, Social Work or Publice Administration). One year of full-time graduate education is considered to be the number of credit hours that the school you attended has determined to represent one year of study. If this information cannot be obtained from your school, we will consider 18 semester/27 quarter hours to be equal to one year of full-time study.



    For more information on substituting education for experience, visit

    SELECTIVE PLACEMENT FACTOR: MEET AND DEAL PANEL INTERVIEW - After meeting the qualification requirements noted above, you will participate in a panel interview to demonstrate your ability to serve the public. To receive further consideration, you 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 panel interview, you will not receive further consideration and will not qualify for the job.



    The evaluation you receive is based on your responses to the occupational questionnaire. Your resume and supporting documentation will be compared to your responses to the questionnaire, which is designed to capture the desired competencies for this position. These competencies include oral and written communication, problem solving, and planning and organization. Please make sure you answer all questions and follow all instructions carefully. Errors or omissions may affect your evaluation. The questionnaire takes about 15 minutes to complete. To preview the questions, click the following link: View Assessment Questions

    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.  


    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.

    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.


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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 Monday, March 24, 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 1075782. 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.


    The following section provides information on supporting documentation that must be submitted to claim eligibility for appointment.  Please see the How to Apply section above for information on the application process.


    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

    PROOF OF EDUCATION: If you are qualifying on the basis of education or satisfying an educational requirement, submit a copy of your transcripts with the course title, number of credits, grade, and date of completion. To qualify, the degree must be from an accredited college or university recognized by the U.S. Department of Education. 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.


    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.

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