AREA OF CONSIDERATION: Current permanent SSA employees region wide and employees filing under the SSA-4100 provision.
The SSA-4100 provision applies to employees whose permanent or temporary duty station is outside of the Atlanta Region. Employees who currently have an Availability for Assignment form (SSA-4100) on file will not be automatically considered for this position. Employees applying under the 4100 process must complete the electronic filing procedures listed in the How to Apply section.
Applications for noncompetitive consideration will be accepted from SSA employees in the area of consideration who are currently serving under the following types of appointments: Schedule A, Reg. 213.3102 (U) appointments for individuals with disabilities; Veterans Recruitment Appointments; and time limited appointments for veterans with a compensable service-connected disability of 30% or more. Applicants serving under these provisions do not need to submit copies of your disability or Veteran's documentation.However, you must submit a current SF-50 that provides information on the appointment authority under which you were hired. Otherwise, you will not receive non-competitive consideration.
NOTE: Excepted service employees serving under Schedule A appointments for Attorney positions or Pathways Programs appointments (Presidential Management Fellows, Recent Graduates, and Interns) are not eligible for consideration.
LOCATION: This position is located in the SSA, Ft. Lauderdale Teleservice Center, 8501 West Sunrise Blvd., Plantation FL 33322.
TOUR OF DUTY: Full-time, Monday through Friday - 8 hours per day. Flextime and Alternate work schedules may be available. Telework may be available. Note: Part-time employees are eligible to apply but may not be converted to full-time by way of this announcement. Incumbent may be required to travel.
TYPE OF POSITION: This position is being filled on a temporary, not to exceed one year, may be extended, may become permanent, full-time basis.
Summary
AREA OF CONSIDERATION: Current permanent SSA employees region wide and employees filing under the SSA-4100 provision.
The SSA-4100 provision applies to employees whose permanent or temporary duty station is outside of the Atlanta Region. Employees who currently have an Availability for Assignment form (SSA-4100) on file will not be automatically considered for this position. Employees applying under the 4100 process must complete the electronic filing procedures listed in the How to Apply section.
Applications for noncompetitive consideration will be accepted from SSA employees in the area of consideration who are currently serving under the following types of appointments: Schedule A, Reg. 213.3102 (U) appointments for individuals with disabilities; Veterans Recruitment Appointments; and time limited appointments for veterans with a compensable service-connected disability of 30% or more. Applicants serving under these provisions do not need to submit copies of your disability or Veteran's documentation.However, you must submit a current SF-50 that provides information on the appointment authority under which you were hired. Otherwise, you will not receive non-competitive consideration.
NOTE: Excepted service employees serving under Schedule A appointments for Attorney positions or Pathways Programs appointments (Presidential Management Fellows, Recent Graduates, and Interns) are not eligible for consideration.
LOCATION: This position is located in the SSA, Ft. Lauderdale Teleservice Center, 8501 West Sunrise Blvd., Plantation FL 33322.
TOUR OF DUTY: Full-time, Monday through Friday - 8 hours per day. Flextime and Alternate work schedules may be available. Telework may be available. Note: Part-time employees are eligible to apply but may not be converted to full-time by way of this announcement. Incumbent may be required to travel.
TYPE OF POSITION: This position is being filled on a temporary, not to exceed one year, may be extended, may become permanent, full-time basis.
The position description number for this position is 6D0770. A summary of the major duties are listed below. You may also view the full position description on the Agency intranet at the following link: PD Search
The Lead Customer Service Representative provides technical assistance and guidance to CSRs in handling inquiries and other requests from the public. Ensures uniform and proper application of Social Security laws, regulations, policies and procedures and assists supervisor/management officials in carrying out the work of the unit.
All application materials must be received by the closing date.
Applicants must be in good standing.
Applicants must have a fully successful rating of record.
Electronic Official Personnel Folders will not be reviewed.
Requests for copies of application documents will not be accepted.
All application forms submitted become the property of SSA Human Resources.
Applicants will rated using a 100-point scale and evaluated according to the following criteria:
Experience Assessment: 50 points
Performance Appraisal: 35 points
Awards: 10 points
Career Achievements: 5 points
The following knowledge, skills, and abilities are necessary to perform the duties of the position:
Knowledge of SSA programs, rules, laws, regulations and post-entitlement processes.
Ability to lead and motivate others.
Ability to analyze and research issues to resolve workflow problems, errors or discrepancies.
Ability to communicate orally.
Ability to communicate in writing.
Ability to use online technology and automation tools.
Qualifications
Applicants must have 52 weeks of specialized experience at the GS-8 level, or equivalent, which is in or related to the work of the position to be filled and has equipped applicant with the particular knowledge, skills, and abilities to successfully perform the duties of the position.
TSC/ODO: GS-9: Your SSA-45 must show at least one year of qualifying specialized experience equivalent to the GS-8 grade level in the Teleservice Center (TSC) or Office of Disability Operations (ODO) and (1) assisting callers on the National 800 Number Program utilizing the Customer Help Information Program (CHIP) system or (2) mentoring or providing formal/informal training to Teleservice Center (TSC) or Office of Disability Operations (ODO) Customer Service Representatives (CSRs) in the use of the Teleservice Center Operations Guide (TSCOG) and Social Security laws, regulations, policies, and procedures.
Applicants must also meet the following to qualify for this position:
Meet and deal ability is required. By the closing date of the announcement, candidates who have not occupied SSA positions for which meet-and-deal ability is required as a selective placement factor MUST upload a completed Certification of Meet and Deal Ability form. If you do not submit the form by the closing date of the announcement, you will be disqualified for the position. If you do not already have this documentation, contact your supervisor or manager.
Candidates who are in/have held positions requiring meet-and-deal certification do NOT have to submit documentation when applying for this position. Click here to view a list of positions that meet this requirement.
Qualification requirements must be met by the closing date of this announcement.
Applicants must have 52 weeks at the GS-8 or higher.
Time in grade requirement must be met by the closing date of this announcement.
Education
Substitution of education for experience is not applicable.
Additional information
Position to be filled under the provisions of the SSA/AFGE Merit Promotion Plan. Additional selections may be made within 3 months of the date of the initial selection.
LOCALITY PAY: Salary will be set in accordance with locality pay provisions. Candidates currently receiving a higher locality pay than the office applied for are advised that should they be selected, they will lose entitlement to the higher locality pay.
OTHER NOTES:
This position is temporary not-to-exceed one year. Temporary promotions or reassignments may be extended or become permanent.
This is not a career ladder position; GS-9 is the full performance level.
A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.
How you will be evaluated
You will be evaluated for this job based on how well you meet the qualifications above.
A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.
The following section provides information on supporting documentation that must be submitted.
SSA-45
Your SSA-45 must provide all of the information necessary to make qualifications determinations (e.g., all experience related to your qualifications for this position, full performance level of your current position, the dates at each grade level of your current or prior career-ladder position(s), etc.). These documents will be referred to the selecting official if you are eligible for the best qualified list. Employees' Official Personnel Folders will not be reviewed.
Your SSA-45 must specifically demonstrate, in your own words, the possession of the required experience related to the minimum qualifications, selective placement factors and/or evaluation criteria. Information that is copied or restated language from the vacancy announcement, rating criteria, KSAs and/or position description will not be considered. If this occurs, you may lose consideration for one or more grade levels or found ineligible.
If you are relying on your education to meet qualification requirements:
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
Please follow all instructions carefully. Errors or omissions may affect your eligibility. When answering the questionnaire, remember that your experience is subject to verification by the selecting official. You may be asked to provide specific examples or documentation of experience to support your answers, or you may be required to verify a response by a practical demonstration of your claimed ability to perform a task.
Notice Concerning Materially False, Fictitious, or Fraudulent Statements
Anything you claim in the occupational questionnaire or in your SSA-45 may be subject to verification. By completing the electronic application process, you are certifying that any statements you make are true, complete, and correct to the best of your knowledge and belief and are made in good faith. Materially false, fictitious, or fraudulent statements or representations are subject to disciplinary action.
To apply for this position, you must provide a complete Application Package which includes:
The Occupational Questionnaire: Click on the Apply Online button to create an account or log into your existing USAJOBS account and follow the prompts to complete the occupational questionnaire.
Additional Required Documents, if applicable (See Required Documents section).
The complete Application Package must be submitted before 11:59 p.m. (EST) on 02/16/2018. Failure to upload any required documents will disqualify your application from consideration.
If you use assistive software or an adaptive device, or you are experiencing some other type of technical difficulty and/or otherwise require assistance with the application process, please contact Shannon Gardner at Shannon.B.Gardner@ssa.gov or (205) 801-1419.
Individuals with disabilities may call us via Federal Relay using the (voice) contact telephone provided.
APPLYING FROM A PERSONAL COMPUTER OUTSIDE OF WORK
SSA employees may access Internal Vacancies On-Line (IVOL) postings and apply for vacancies from locations outside of SSA (e.g., from home, public computer, etc.). Please use the following link: http://ssai.usajobs.gov. Be sure to forward the link and other application materials (such as the SSA-45) to an email source accessible from outside of SSA (e.g. your personal computer, etc.).
Due to our security procedures, our office will not accept any applications submitted via email, standard mail, or facsimile sent directly to the Servicing Personnel Office. Applicants are required to file through the online application process. The email address is listed only for inquiries about the position or the How to Apply process.
To check the status of your application or return to a previous or incomplete application, log in to your USAJOBS account.
Region IV TSC
1200 Reverend Abraham Woods Jr Blvd
Birmingham, AL 35285
US
Next steps
After all of the applications have been evaluated, you will receive notification via email explaining the status of your application. If you applied incorrectly or submitted an incomplete application, we will be unable to send you an electronic receipt of your application. Please read the How to Apply instructions carefully to ensure that you submit a complete application.
To check the status of your application or return to a previous or incomplete application, log in to your USAJOBS account, select Application Status, and click on the more information link under the application status for this position.
Selection interviews may be conducted with one or more of the candidates, but there is no requirement that interviews be conducted. The hiring office will contact candidates directly for interviews. Applicants referred for consideration will receive a final disposition notice after selections have been made.
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
The following section provides information on supporting documentation that must be submitted.
SSA-45
Your SSA-45 must provide all of the information necessary to make qualifications determinations (e.g., all experience related to your qualifications for this position, full performance level of your current position, the dates at each grade level of your current or prior career-ladder position(s), etc.). These documents will be referred to the selecting official if you are eligible for the best qualified list. Employees' Official Personnel Folders will not be reviewed.
Your SSA-45 must specifically demonstrate, in your own words, the possession of the required experience related to the minimum qualifications, selective placement factors and/or evaluation criteria. Information that is copied or restated language from the vacancy announcement, rating criteria, KSAs and/or position description will not be considered. If this occurs, you may lose consideration for one or more grade levels or found ineligible.
If you are relying on your education to meet qualification requirements:
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
Please follow all instructions carefully. Errors or omissions may affect your eligibility. When answering the questionnaire, remember that your experience is subject to verification by the selecting official. You may be asked to provide specific examples or documentation of experience to support your answers, or you may be required to verify a response by a practical demonstration of your claimed ability to perform a task.
Notice Concerning Materially False, Fictitious, or Fraudulent Statements
Anything you claim in the occupational questionnaire or in your SSA-45 may be subject to verification. By completing the electronic application process, you are certifying that any statements you make are true, complete, and correct to the best of your knowledge and belief and are made in good faith. Materially false, fictitious, or fraudulent statements or representations are subject to disciplinary action.
To apply for this position, you must provide a complete Application Package which includes:
The Occupational Questionnaire: Click on the Apply Online button to create an account or log into your existing USAJOBS account and follow the prompts to complete the occupational questionnaire.
Additional Required Documents, if applicable (See Required Documents section).
The complete Application Package must be submitted before 11:59 p.m. (EST) on 02/16/2018. Failure to upload any required documents will disqualify your application from consideration.
If you use assistive software or an adaptive device, or you are experiencing some other type of technical difficulty and/or otherwise require assistance with the application process, please contact Shannon Gardner at Shannon.B.Gardner@ssa.gov or (205) 801-1419.
Individuals with disabilities may call us via Federal Relay using the (voice) contact telephone provided.
APPLYING FROM A PERSONAL COMPUTER OUTSIDE OF WORK
SSA employees may access Internal Vacancies On-Line (IVOL) postings and apply for vacancies from locations outside of SSA (e.g., from home, public computer, etc.). Please use the following link: http://ssai.usajobs.gov. Be sure to forward the link and other application materials (such as the SSA-45) to an email source accessible from outside of SSA (e.g. your personal computer, etc.).
Due to our security procedures, our office will not accept any applications submitted via email, standard mail, or facsimile sent directly to the Servicing Personnel Office. Applicants are required to file through the online application process. The email address is listed only for inquiries about the position or the How to Apply process.
To check the status of your application or return to a previous or incomplete application, log in to your USAJOBS account.
Region IV TSC
1200 Reverend Abraham Woods Jr Blvd
Birmingham, AL 35285
US
Next steps
After all of the applications have been evaluated, you will receive notification via email explaining the status of your application. If you applied incorrectly or submitted an incomplete application, we will be unable to send you an electronic receipt of your application. Please read the How to Apply instructions carefully to ensure that you submit a complete application.
To check the status of your application or return to a previous or incomplete application, log in to your USAJOBS account, select Application Status, and click on the more information link under the application status for this position.
Selection interviews may be conducted with one or more of the candidates, but there is no requirement that interviews be conducted. The hiring office will contact candidates directly for interviews. Applicants referred for consideration will receive a final disposition notice after selections have been made.
Fair and transparent
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
