You will serve as a Supervisory Disaster Recovery Specialist (Operations) for the Small Business Administration (SBA), Office of Capital Access (OCA), Customer Service Center (CSC) in Buffalo, New York. This position manages the operations of the Office of Capital Access national contact center, providing timely and efficient delivery of program services to disaster victims and other involved stakeholders throughout the U.S. and its territories.
Summary
You will serve as a Supervisory Disaster Recovery Specialist (Operations) for the Small Business Administration (SBA), Office of Capital Access (OCA), Customer Service Center (CSC) in Buffalo, New York. This position manages the operations of the Office of Capital Access national contact center, providing timely and efficient delivery of program services to disaster victims and other involved stakeholders throughout the U.S. and its territories.
As a Supervisory Disaster Recovery Specialist (Operations) at the GS-1101-13, some of your typical work assignments may include:
Implementing flexible customer service initiatives and leadership for the Customer Service staff by responding to complex questions and interpreting regulations and statutes regarding the disaster loan program.
Assisting the Department Manager on identifying staffing needs and ensures consistency of workflow processes and procedures.
Addressing concerns and issues, technical or otherwise in an effort to maintain continuity with operations.
Providing staff direction in daily activities needed to ensure the achievement of agency initiatives within a changing work environment.
Developing performance standards for subordinate employees, including permanent employees, Disaster Reservists and other temporary employees.
Counseling and coaches employees to ensure all productivity and quality standards are met efficiently and appropriately.
IMPORTANT NOTES:
Mandatory Overtime: In order to respond quickly and efficiently to disaster survivors, substantial compensated overtime hours may be required during heightened disaster activity.
By applying for this position with SBA's Office of Capital Access, you can enjoy challenging but satisfying work and join a highly motivated and diverse team that helps families and businesses rebuild their lives after a disaster.
The CSC is located in the heart of Buffalo, New York. It is conveniently located near the city's growing hub of art, history, cultural, and entertainment centers.
Additional selections may be made from this announcement if identical vacancies occur within 180 days from the closing date.
This position is also being announced under Merit Promotion Procedures, announcement # MP-23-CSC-12117224
In order to receive consideration as a status candidate, you must apply to the Merit Promotion announcement.
You must be able to obtain and maintain a Government travel credit card.
Favorable background investigation and credit check are required.
Credit score below 500 may negatively impact consideration in the hiring process.
You may be required to complete a one-year probationary period for non-supervisors if you fail to complete the one-year supervisory/managerial probationary period.
A one-year supervisory/managerial probationary period may be required.
This is not a bargaining unit position.
Mandatory Overtime: In order to respond quickly and efficiently to disaster survivors, substantial compensated overtime hours may be required during heightened disaster activity.
Qualifications
You must meet all qualification requirements by the closing date of this announcement.
You may qualify based on experience.
Experience:
To receive credit, you must indicate the month and year as well as the average hours worked per week for each employer. Average work hours must be stated on the resume to quantify each period of work experience or that experience will not be credited toward meeting the specialized experience requirement.
You must address the specific specialized experience required for each grade level of this position on your resume or application or you will be rated "Ineligible" for that grade level.
GS-13: To qualify you must have at least 1 full year (52 weeks) of specialized experience equivalent in difficulty and complexity to the GS-12 level in the Federal service that has equipped you with the particular knowledge, skill, and ability to perform successfully in this position. This experience may have been gained in a Non-Federal service position. In addition, this Specialized Experience must demonstrate the following:
Communicating orally and in writing with various levels of internal and external customers to accomplish program goals; and
Leading or supervising a diverse staff; and
Presenting organizational policy, goals, and objectives; and
Explaining loan requirements and credit/lending concepts to a diverse audience.
*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. If qualifying based on related unpaid (e.g. volunteer service) experience, you must provide hours worked per week and beginning/ending dates (mm/yyyy to mm/yyyy).
Education
GS-13: There is no educational substitution at this grade level.
If selected for this position, you will be eligible for benefits. The below link is provided for your reference to explore the major benefits offered to most Federal employees.
Reasonable Accommodation Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended and Americans with Disabilities Act 1990 as amended, that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a reasonable accommodation in your online application. Requests for Reasonable Accommodations for the USA Hire Competency Based Assessments and appropriate supporting documentation for Reasonable Accommodation must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for Reasonable Accommodations are made on a case-by-case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments. You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments, if you received the link after the close of the announcement. To determine if you need a Reasonable Accommodation, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments here: https://help.usastaffing.gov/Apply/index.php?title=Reasonable_Accommodations_for_USA_Hire
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.
You will be evaluated based on how well you meet the qualifications listed in this vacancy announcement. Your qualifications will be evaluated based on your application materials (e.g., resume, supporting documents), the responses you provide on the application questionnaire, and the result of the online assessments required for this position. You will be assessed on the following competencies (knowledge, skills, abilities, and other characteristics):
Accountability
Attention to Detail
Decision Making
Flexibility
Influencing/Negotiating
Integrity/Honesty
Interpersonal Skills
Leadership
Learning
Managing Human Resources
Oral Communication
Reading Comprehension
Self-Management
Stress Tolerance
Teamwork
Technical Competence
Written Communication
In order to be considered for this position, you must complete all required steps in the process. In addition to the application and application questionnaire, this position requires an online assessment. The online assessment measures critical general competencies required to perform the job.
Overstating your qualifications and/or experience in your application materials or application questionnaire may result in your removal from consideration. Cheating on the online assessment may also result in your removal from consideration.
For this vacancy, the Office of Capital Access will use a Category Rating system to refer qualified applicants for consideration. This is a three-step process. First, your resume is evaluated to determine if you meet the Qualifications, including the Specialized Experience described above, for the grade level(s) that you are applying for. Secondly, if you meet the minimum qualifications requirements, your responses to the questionnaire, including narrative responses, if applicable, will be compared to your resume. If your resume does not support the answers you gave on the questionnaire, you may be rated "Ineligible," or you may be placed in a lower category. Third, your name will be placed in one of the three following categories:
Best-Qualified - highly proficient with an overall comprehensive level of knowledge, skills and abilities related to this position.
Well-Qualified - competent in the position with an overall accomplished level of knowledge, skills and abilities related to this position.
Qualified - an overall basic level of knowledge, skills and abilities related to this position.
Application of Veterans' Preference: The Category Rating process protects the rights of veterans by placing them ahead of non-veterans within each quality category. All the veterans must be selected before any non-veterans within each category.
For this position, disabled veterans who meet minimum qualifications for this position and have a compensable service-connected disability of at least 10% (CPS & CP) are placed at the top of the Best-Qualified category regardless of which category they would otherwise be assigned to.
Preference eligibles who do not have a service-connected disability of 10% or more (XP or TP) are placed at the top of their quality category.
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.
Required Documents
To apply for this position, you must provide a complete Application Package which includes:
1. Your Resume showing hours worked per week, dates of employment, and duties performed.
2. Completed Questionnaire
College Transcript(s), if qualifying based on education.
Unofficial transcripts may be submitted during the application process; however, official transcripts will be required if selected.
Veterans' Preference documentation, if applicable (e.g. DD-214 Member Copy 4 or other Member Copy showing type of discharge/character of service, SF-15 Form and related documentation, VA letter, etc.)
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.)
DO NOT SEND YOUR RESUME OR ANY APPLICATION DOCUMENTS TO THE AGENCY CONTACT.
Your latest resume submitted for this position will be used for qualification determinations and supersedes previous submissions.
ELIGIBILITY INFORMATION:
1. Interagency Career Transition Assistance Plan (ICTAP) or Career Transition Assistance Plan (CTAP):
If you are claiming CTAP/ICTAP eligibility, provide a copy of your most recent annual performance appraisal (which must show at least a "fully successful" rating or equivalent), and proof of eligibility, i.e., a RIF separation notice or Certification of Expected Separation, and SF-50 noting current position, grade level, and duty location.In addition to meeting all qualification requirements and selective placement factors (if applicable), CTAP/ICTAP eligibles must meet the Well-Qualified criteria with a score of 85 or above based on the competencies listed above for the position in order to be given priority consideration. Information about CTAP and ICTAP eligibility is also on OPM's Career Transition Resources website at: CTAP/ICTAP. http://www.opm.gov/rif/employee_guides/career_transition.asp. 2. If you are a veteran with preference eligibility 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 claiming 10-point veterans' preference, you must submit an SF-15, "Application for 10-Point Veterans' Preference" plus the proof required by that form. 3. If you are a male applicant who was born after 12/31/59 and are required to register under the Military Selective Service Act, the Defense Authorization Act of 1986 requires that you be registered or you are not eligible for appointment in this agency.
Please read the entire announcement and all the instructions before you begin an application. To apply for this position, you must complete the initial online application, to include the initial online assessment and submission of the required documentation specified in the Required Documents section below.
The complete application package must be submitted by 11:59 PM (ET) on the closing date of the announcement to receive consideration. The application process is as follows:
To begin the application process, click the Apply Online button.
Answer the questions presented in the application and attach all necessary supporting documentation.
Click the Submit Application button prior to 11:59PM (ET) on the announcement closing date.
After submitting an online application, you will be notified whether or not you are required to take additional online assessments through the USA Hire Competency Based Assessment system. This message will be delivered to you via email notification. The email may be routed to your "Spam" or "Junk" folder.
If you are asked to take the USA Hire Competency Based Assessments, you will be presented with a unique URL to access the USA Hire system. Access to USA Hire is granted through your USAJOBS login credentials. Be sure to review all instructions prior to beginning your USA Hire Assessments. Click here for Computer System Requirements (https://help.usastaffing.gov/Apply/index.php?title=USA_Hire_System_Requirements)
Note, set aside at least 3 hours to take these assessments; however, most applicants complete the assessments in less time. If you need to stop the assessments and continue at a later time, you can re-use the URL sent to you via email and also found on the Additional Application Information page that can be located in the application record in your USAJOBS account.
To update your application, including supporting documentation, at any time during the announcement open period, return to your USAJOBS account (https://my.usajobs.gov/Account/Login). There you will find a record of your application, the application status, and an option to Update Application. This option will no longer be available once the announcement has closed.
To verify the status of your application both during and after the announcement open period, log into your USAJOBS account: https://my.usajobs.gov/Account/Login. All of your applications will appear on the Welcome page.
The application record in your USAJOBS account provides an Additional Application Information page that provides information regarding the documentation you submitted and any correspondence we have sent related to this application, including the invitation to take the USA Hire assessment. The Application Status will appear along with the date your application was last updated. For information on what each Application Status means, visit: https://www.usajobs.gov/Help/howto/application/status/.
Your uploaded documents may take several hours to clear the virus scan process.
Customer Service Center - CSC
130 South Elmwood Ave.
Buffalo, NY 14202
US
Next steps
Based on your application and your responses to the application questionnaire, you may be presented with instructions on how to access the USA Hire system to complete the online assessments. The online assessments must be completed within 48 hours following the close of this announcement. You will have the opportunity to request a testing accommodation for the assessment should you have a disability covered under the Americans with Disabilities Act (ADA).
Your assessment results will be kept on record for one year and used toward future positions for which you might apply that require the same assessments.
To be considered for the position, you must meet all qualifications, including meeting or exceeding the cut score on the required assessments.
SUITABILITY, CLEARANCE & REQUIREMENTS: A background investigation may be required for all new hires. Appointment will be subject to the applicant's successful completion of a background investigation and favorable adjudication. Failure to successfully meet these requirements will be grounds for termination.
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
Required Documents
To apply for this position, you must provide a complete Application Package which includes:
1. Your Resume showing hours worked per week, dates of employment, and duties performed.
2. Completed Questionnaire
College Transcript(s), if qualifying based on education.
Unofficial transcripts may be submitted during the application process; however, official transcripts will be required if selected.
Veterans' Preference documentation, if applicable (e.g. DD-214 Member Copy 4 or other Member Copy showing type of discharge/character of service, SF-15 Form and related documentation, VA letter, etc.)
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.)
DO NOT SEND YOUR RESUME OR ANY APPLICATION DOCUMENTS TO THE AGENCY CONTACT.
Your latest resume submitted for this position will be used for qualification determinations and supersedes previous submissions.
ELIGIBILITY INFORMATION:
1. Interagency Career Transition Assistance Plan (ICTAP) or Career Transition Assistance Plan (CTAP):
If you are claiming CTAP/ICTAP eligibility, provide a copy of your most recent annual performance appraisal (which must show at least a "fully successful" rating or equivalent), and proof of eligibility, i.e., a RIF separation notice or Certification of Expected Separation, and SF-50 noting current position, grade level, and duty location.In addition to meeting all qualification requirements and selective placement factors (if applicable), CTAP/ICTAP eligibles must meet the Well-Qualified criteria with a score of 85 or above based on the competencies listed above for the position in order to be given priority consideration. Information about CTAP and ICTAP eligibility is also on OPM's Career Transition Resources website at: CTAP/ICTAP. http://www.opm.gov/rif/employee_guides/career_transition.asp. 2. If you are a veteran with preference eligibility 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 claiming 10-point veterans' preference, you must submit an SF-15, "Application for 10-Point Veterans' Preference" plus the proof required by that form. 3. If you are a male applicant who was born after 12/31/59 and are required to register under the Military Selective Service Act, the Defense Authorization Act of 1986 requires that you be registered or you are not eligible for appointment in this agency.
Please read the entire announcement and all the instructions before you begin an application. To apply for this position, you must complete the initial online application, to include the initial online assessment and submission of the required documentation specified in the Required Documents section below.
The complete application package must be submitted by 11:59 PM (ET) on the closing date of the announcement to receive consideration. The application process is as follows:
To begin the application process, click the Apply Online button.
Answer the questions presented in the application and attach all necessary supporting documentation.
Click the Submit Application button prior to 11:59PM (ET) on the announcement closing date.
After submitting an online application, you will be notified whether or not you are required to take additional online assessments through the USA Hire Competency Based Assessment system. This message will be delivered to you via email notification. The email may be routed to your "Spam" or "Junk" folder.
If you are asked to take the USA Hire Competency Based Assessments, you will be presented with a unique URL to access the USA Hire system. Access to USA Hire is granted through your USAJOBS login credentials. Be sure to review all instructions prior to beginning your USA Hire Assessments. Click here for Computer System Requirements (https://help.usastaffing.gov/Apply/index.php?title=USA_Hire_System_Requirements)
Note, set aside at least 3 hours to take these assessments; however, most applicants complete the assessments in less time. If you need to stop the assessments and continue at a later time, you can re-use the URL sent to you via email and also found on the Additional Application Information page that can be located in the application record in your USAJOBS account.
To update your application, including supporting documentation, at any time during the announcement open period, return to your USAJOBS account (https://my.usajobs.gov/Account/Login). There you will find a record of your application, the application status, and an option to Update Application. This option will no longer be available once the announcement has closed.
To verify the status of your application both during and after the announcement open period, log into your USAJOBS account: https://my.usajobs.gov/Account/Login. All of your applications will appear on the Welcome page.
The application record in your USAJOBS account provides an Additional Application Information page that provides information regarding the documentation you submitted and any correspondence we have sent related to this application, including the invitation to take the USA Hire assessment. The Application Status will appear along with the date your application was last updated. For information on what each Application Status means, visit: https://www.usajobs.gov/Help/howto/application/status/.
Your uploaded documents may take several hours to clear the virus scan process.
Customer Service Center - CSC
130 South Elmwood Ave.
Buffalo, NY 14202
US
Next steps
Based on your application and your responses to the application questionnaire, you may be presented with instructions on how to access the USA Hire system to complete the online assessments. The online assessments must be completed within 48 hours following the close of this announcement. You will have the opportunity to request a testing accommodation for the assessment should you have a disability covered under the Americans with Disabilities Act (ADA).
Your assessment results will be kept on record for one year and used toward future positions for which you might apply that require the same assessments.
To be considered for the position, you must meet all qualifications, including meeting or exceeding the cut score on the required assessments.
SUITABILITY, CLEARANCE & REQUIREMENTS: A background investigation may be required for all new hires. Appointment will be subject to the applicant's successful completion of a background investigation and favorable adjudication. Failure to successfully meet these requirements will be grounds for termination.
Fair and transparent
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
