As a Supv Legal Admin Specialist (Contact Representative) at the GS-0901-9/11, you will be part of Office of Field Programs, Equal Employment Opportunity Commission. If selected, you will serve as the supervisor of the Intake Information Group (IIG) in the Office of Field Programs. The IIG is the primary point of contract for the public seeking assistance from the EEOC by phone or email.
Summary
As a Supv Legal Admin Specialist (Contact Representative) at the GS-0901-9/11, you will be part of Office of Field Programs, Equal Employment Opportunity Commission. If selected, you will serve as the supervisor of the Intake Information Group (IIG) in the Office of Field Programs. The IIG is the primary point of contract for the public seeking assistance from the EEOC by phone or email.
Serving as a source of information in answering questions, assigning tasks, taking follow-up action, and providing instruction to Contact Representatives.
Monitoring calls to review customer service delivery performance regarding accuracy and completeness of information provided and customer satisfaction.
Reviewing performance statistics, work schedules, and availability reports to support optimum service delivery to the public and to determine whether any process improvement initiatives are required.
Monitoring attendance, schedules, shifts, and breaks as they relate to customer service delivery.
Providing coaching, training, and feedback to the Contact Representatives as call monitoring and report analysis results indicate.
Reviewing job applications and interviewing candidates.
Handling calls or emails that are especially difficult.
Males born after 12-31-59 must be registered for Selective Service
Suitable for Federal employment, determined by a background investigation
May be required to successfully complete a probationary period
Qualifications
For the GS-9: You must have at least one year of specialized experience equivalent to the GS-7 level in the Federal service. Specialized experience is defined as experience coordinating the day-to-day activities of employees in providing telephone and email support services; serving as a source of information; and monitoring calls;
OR
Master's or equivalent graduate degree, if related; OR 2 full years of progressively higher-level graduate education leading to such a degree, if related; OR LL.B. or J.D., if related.
For the GS-11: You must have at least one year of specialized experience equivalent to the GS-9 level in the Federal service. Specialized experience is defined as experience with responsibility for leading or supervising the day-to-day activities of employees in providing telephone and email support services; serving as a source of information; monitoring calls and providing feedback for continuous improvement; and monitoring statistics, work schedules, etc.;
OR
Ph.D. or equivalent graduate degree, if related; OR 3 full years of progressively higher-level graduate education leading to such a degree, if related; OR LL.M.., if related.
You must meet all qualification and eligibility requirements by the closing date of this announcement.
Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community, student, social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.
Additional information
Relocation expenses will not be paid.
This job opportunity announcement may be used to fill additional similar vacancies across EEOC.
If you are unable to apply online or need to fax a document that you do not have in electronic form, please contact the HR Specialist listed in this vacancy.
If you are a veteran and you are claiming 5-point veterans' preference, you must submit a copy of your DD-214 or other proof of eligibility. If you are a veteran and you are claiming 10-point veterans' preference, you must also submit an SF-15, "Application for 10-Point Veterans' Preference" plus the proof required by that form. For more information on veterans' preference (see https://www.fedshirevets.gov/job-seekers/veterans-preference/#content).
All employees of the Federal government are subject to the conflict of interest statutes and regulations including the Standards of Ethical Conduct that govern activities with outside organizations and reporting financial holdings. This position may require the incumbent to complete a confidential financial disclosure report within 30 days of appointment.
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.
For Category Rating: Once the application process is complete, a review of your resume and supporting documentation will be made and compared against your responses to the assessment questionnaire to determine if you are qualified for this job. If, after reviewing your resume and/or supporting documentation, a determination is made that you have inflated your qualifications and/or experience, you may lose consideration for this position. Please follow all instructions carefully. Errors or omissions may affect your eligibility. Qualified candidates will be assigned to one of the three quality categories: Qualified, Well Qualified, or Best Qualified. Qualified Category = Does not exceed the basic qualifications requirements described in the "Qualifications" section of this announcement. Well Qualified Category = Meets the basic qualifications requirements described in the "Qualifications" section of this announcement and demonstrates proficiency in the Critical Competencies defined below. (This category must be met to be considered under ICTAP procedures) Best Qualified Category = Meets the basic qualifications requirements described in the "Qualifications" section of this announcement and excels in the Critical Competencies defined below. The category assignment is a measure of the degree in which your background matches the competencies required for this position.
Your qualifications will be evaluated on the following competencies (knowledge, skills, abilities and other characteristics):
Analysis
Communication Skills
Customer Service
Equal Opportunity Knowledge
Supervision
The Category Rating Process 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 eligible within each category.
Preference eligibles who meet the minimum qualification requirements and have a compensable service-connected disability of at least 10 percent or higher will be listed in the highest quality category (except in the case of scientific or professional positions at the GS-09 level or higher).
Career Transition Assistance Programs: These programs apply to employees who have been involuntarily separated from a Federal service position within the competitive service or Federal service employees whose positions have been deemed surplus or no longer needed. To receive selection priority for this position, you must: 1) meet CTAP or ICTAP eligibility criteria; 2) be rated well-qualified for the position with a score of 85 or above based on the competencies listed above; and 3) submit the appropriate documentation to support your CTAP or ICTAP eligibility. For more information visit: https://www.opm.gov/policy-data-oversight/workforce-restructuring/employee-guide-to-career-transition/
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.
To apply for this position, you must provide a complete Application Package which includes:
Your Resume showing work schedule, hours worked per week, dates of employment and duties performed.
Other supporting documents:
Cover Letter, optional
College Transcripts
Veterans' Preference documentation, if applicable (e.g. DD-214 Member Copy 4 showing type of discharge/character of service; Current Active Duty members must submit a certification of expected discharge or release from active duty under honorable conditions dated within 120 days; SF-15 Form and related documentation; VA letter.)
Career Transition Assistance Program/Interagency Career Transition Assistance Program documentation, if applicable (e.g. Certification of Expected Separation, Reduction-In-Force Separation Notice, or Notice of Proposed Removal; SF-50 that documents the RIF separation action; and most recent performance appraisal.
Worker's Compensation Separation: Agency certification of inability to place employee AND Notification of Separation OR Separation SF-50.
Disability Annuity Termination: Notification from OPM of disability annuity termination AND Separation SF-50 of the last position held.
Military Reserve or National Guard Technician Special Disability Retirement Annuity under 5 U.S.C. 8337(h) or 8456: Certification of special disability retirement annuity from a military department or National Guard Bureau AND Separation SF-50 of the last position held.
Failure to submit any of the above mentioned required documents may result in loss of consideration due to an incomplete application package. It is your responsibility to ensure all required documents have been submitted.
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.
To apply for this position, you must complete the online application and submit the documentation specified in the Required Documents section.
The complete application package must be submitted by 11:59 PM (EST) on 05/20/2020 to receive consideration.
To view the Assessment Questionnaire before applying online, click on this link: https://apply.usastaffing.gov/ViewQuestionnaire/10811742
To begin, click Apply Online to access an online application. Follow the prompts to select your USAJOBS resume and/or other supporting documents. You will need to be logged into your USAJOBS account or you may need to create a new account.
You will be taken to an online application. Complete the online application, verify the required documentation, and submit the application.
You will receive an email notification when your application has been received for the announcement.
To verify the status of your application, log into https://login.usajobs.gov/Access/Transition select the Application Status link and then select the More Information link for this position. The Application Status page will display the status of your application, the documentation received and processed, and your responses submitted to the online application. Your uploaded documents may take several hours to clear the virus scan process.
ADDITIONAL INFORMATION:
The EEOC provides reasonable accommodations to applicants with disabilities. If you need a reasonable accommodation for any part of the application and hiring process, please contact the HR Specialist listed in this vacancy. The decision on granting reasonable accommodation will be made on a case-by-case basis.TTY users may contact us via the Federal Relay Service, 1-800-877-8339.
Equal Employment Opportunity Commission
131 M St, NE
Washington DC, DC 20507
US
Next steps
The questionnaire will assess your qualifications for the job, and will be used to identify the best qualified applicants to be referred to the hiring manager for further consideration and possible interviews. Your ratings in this Assessment Questionnaire are subject to evaluation and verification based on the documents and references you submit. Later steps in the selection process are specifically designed to verify your ratings. Deliberate attempts to falsify information may be grounds for not selecting you or for dismissing you from the position/agency during the probationary period.
Once your online application is submitted you will receive a confirmation notification by email. Your application will be evaluated. You will receive another notification about the status of your application.
We expect to make a job offer within 40 days after the closing date of the announcement. After making a tentative job offer, we will conduct a suitability/security background investigation.
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
To apply for this position, you must provide a complete Application Package which includes:
Your Resume showing work schedule, hours worked per week, dates of employment and duties performed.
Other supporting documents:
Cover Letter, optional
College Transcripts
Veterans' Preference documentation, if applicable (e.g. DD-214 Member Copy 4 showing type of discharge/character of service; Current Active Duty members must submit a certification of expected discharge or release from active duty under honorable conditions dated within 120 days; SF-15 Form and related documentation; VA letter.)
Career Transition Assistance Program/Interagency Career Transition Assistance Program documentation, if applicable (e.g. Certification of Expected Separation, Reduction-In-Force Separation Notice, or Notice of Proposed Removal; SF-50 that documents the RIF separation action; and most recent performance appraisal.
Worker's Compensation Separation: Agency certification of inability to place employee AND Notification of Separation OR Separation SF-50.
Disability Annuity Termination: Notification from OPM of disability annuity termination AND Separation SF-50 of the last position held.
Military Reserve or National Guard Technician Special Disability Retirement Annuity under 5 U.S.C. 8337(h) or 8456: Certification of special disability retirement annuity from a military department or National Guard Bureau AND Separation SF-50 of the last position held.
Failure to submit any of the above mentioned required documents may result in loss of consideration due to an incomplete application package. It is your responsibility to ensure all required documents have been submitted.
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.
To apply for this position, you must complete the online application and submit the documentation specified in the Required Documents section.
The complete application package must be submitted by 11:59 PM (EST) on 05/20/2020 to receive consideration.
To view the Assessment Questionnaire before applying online, click on this link: https://apply.usastaffing.gov/ViewQuestionnaire/10811742
To begin, click Apply Online to access an online application. Follow the prompts to select your USAJOBS resume and/or other supporting documents. You will need to be logged into your USAJOBS account or you may need to create a new account.
You will be taken to an online application. Complete the online application, verify the required documentation, and submit the application.
You will receive an email notification when your application has been received for the announcement.
To verify the status of your application, log into https://login.usajobs.gov/Access/Transition select the Application Status link and then select the More Information link for this position. The Application Status page will display the status of your application, the documentation received and processed, and your responses submitted to the online application. Your uploaded documents may take several hours to clear the virus scan process.
ADDITIONAL INFORMATION:
The EEOC provides reasonable accommodations to applicants with disabilities. If you need a reasonable accommodation for any part of the application and hiring process, please contact the HR Specialist listed in this vacancy. The decision on granting reasonable accommodation will be made on a case-by-case basis.TTY users may contact us via the Federal Relay Service, 1-800-877-8339.
Equal Employment Opportunity Commission
131 M St, NE
Washington DC, DC 20507
US
Next steps
The questionnaire will assess your qualifications for the job, and will be used to identify the best qualified applicants to be referred to the hiring manager for further consideration and possible interviews. Your ratings in this Assessment Questionnaire are subject to evaluation and verification based on the documents and references you submit. Later steps in the selection process are specifically designed to verify your ratings. Deliberate attempts to falsify information may be grounds for not selecting you or for dismissing you from the position/agency during the probationary period.
Once your online application is submitted you will receive a confirmation notification by email. Your application will be evaluated. You will receive another notification about the status of your application.
We expect to make a job offer within 40 days after the closing date of the announcement. After making a tentative job offer, we will conduct a suitability/security background investigation.
Fair and transparent
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
