Clarification from the agency

Please see the "Who May Apply" section under the Qualifications section.

The main purpose of this position is to provide support and assistance to the administrative and managerial functions within the Military and Family Support Center.

Reception and Information and Referral (I&R) Services 50%

• Serves as MFSC Customer Service Desk Representative.
• Greets visitors, receives telephone calls and ascertains the nature of the visit or calls in a professional, respectful manner.
• Refers telephone calls and visitors to appropriate staff or office based upon knowledge of the organization and its programs and operations.
• Answers substantive requests for information, which can be provided based on information from records and files or personal knowledge of services available.
• Locates and selects appropriate references and procedures for application to specific questions. When unable to locate information or cannot answer questions, refers caller/visitor to a staff member.
• Provides follow-up on requests for information.
• Greets walk-in clients and provides assistance with completing necessary paperwork prior to meeting with counselors and other MFSC staff.
• Schedules and confirms appointments as needed and registers personnel for MFSC classes, confirms class roster and provides final roster to class facilitator.
• Maintains database with walk-ins, call-in client statistics and provides data for monthly, quarterly, etc., reports.
• Maintains an updated and detailed information database of programs, services and activities available on installation and in the local community (including both State and federal) which support and enrich the quality of life for individuals and families.
• Responds to inquiries by clarifying needs through appropriate questions and comments designed to develop necessary facts and by developing responses/solutions based on employee's knowledge and experience in problem solving.
• Determines appropriate organization and program resources to assist clients when additional assistance is required. Employee contacts offices/agencies to discuss inquiries and to obtain pertinent information from reference materials.
• Locates appropriate experts in other offices/agencies to whom inquirers may be referred for supplemental assistance when all personal resources have been exhausted.
• Responds appropriately to inquiries whether by telephone, fax, and e-mail, personal visit, or in writing.

Administrative Support 50%

• Prepares a wide range of recurring and non-recurring correspondence, reports, statistical data, briefs, forms and other documents using a variety of office automation software and equipment.
• Proofreads and edits materials prepared by self and other MFSC staff to ensure correct spelling, grammar, punctuation, capitalization, and compliance with the Navy Correspondence Manual and Command policy.
• Establishes and/or monitors suspense dates, updates correspondence log, prepares routing sheets, tracks items through the routing process, and upon signature, makes appropriate distribution.
• Researches, collects and consolidates information for various reports in accordance with established procedures or as directed by the supervisor.
• Retrieves data and generates statistical reports for in-house use or as required by higher authority.
• Assists in organizing, preparing, editing, proofreading and distributing a variety of MFSC marketing materials including but not limited to news articles, flyers, brochures and the monthly class calendar.
• Picks up, delivers and distributes mail including but not limited to incoming and outgoing correspondence, publications, regulations, and directives.
• Reserves and sets up meeting room, contacts participants, ensures all required materials and services are provided as directed, and takes minutes and requested.
• Establishes, maintains, purges, and disposes of files and client records in accordance with existing regulations and procedures.
• Independently plans and performs complex office automation duties requiring different approaches and methods from one assignment to another, such as using different packages to: edit lengthy and complicated reports; collect, select, organize, and provide information; track the status of a number of projects assigned to the organization; and resolve incompatibility problems in transferring text from software package to another when menu options and specific software instructions are not available.
• Uses word processing software to create, copy, edit, store, retrieve, and print forms, memos, and letters; uses database or spreadsheet software to create, enter, revise, sort or calculate, and retrieve data for reports; and uses graphic software to provide graphs and charts for reports and presentations.
• Establishes and maintains files of requisitions and supporting documentation to ensure that all requested items are properly received and accounted for, and that all required follow-up actions are completed.
• Performs other miscellaneous duties as assigned.

Conditions of employment

• A valid State driver's license is required to operate motor vehicles.
• Must have your salary sent to a financial institution of your choice by Direct Deposit/Electronic Funds Transfer
• Must successfully pass the E-Verify employment verification check. Any discrepancies must be resolved as a condition of employment.
• Must have or be able to obtain and maintain a secret security clearance.
• Must be a qualified typist (Able to type 40 words per minute on a five-minute time writing with three or fewer errors).
• In cases of emergency involving military families, incumbent may be put on a 24 hour/7 day per week on-call status.

Qualifications

To be qualified for this position, candidates must possess at least one year of specialized experience. Specialized experience is defined as follows: knowledge of administrative practices and procedures common to organizations such as those pertaining to channels of communication, delegation of authority, preparation and routing of correspondence, mail distribution, filing systems and skill in communicating with clients to obtain information and/or explain regulations and agency procedures.

In addition to the specialized experience required for this position, candidates must also meet the selective placement factor defined: Experience supporting social service programs specific to the military lifestyle, the unique challenges faced by service members and their families and the array of services available to address those issues. Please note: to be credited, this experience must be clearly documented in your resume.

The following Knowledge, Skills, and Abilities defined for this position:

• Knowledge of the MFSC mission, functions, and programs, and of the policies, regulations, procedures, and reporting requirements governing those programs.
• Knowledge of the military lifestyle, the unique challenges faced by service members and their families, and the array of services available to address those issues.
• Knowledge of social service programs and agencies in the military and civilian sector, including policies, practices and interrelationships.
• Skill in communicating with clients to obtain information and explain regulations and agency procedures and other organizations involved.
• Skill in drawing out and organizing relevant information from persons who are often unaware of legal and procedural requirements.
• Proficiency in grammar, spelling, punctuation, capitalization, and professional correspondence format to prepare and edit written correspondence and reports.
• Knowledge of administrative practices and procedures common to organizations such as those pertaining to areas of responsibility; channels of communication; delegation of authority; preparation and routing of correspondence; mail distribution; filing systems; and requisition/receipt of supplies and services.
• Knowledge of various office automation software (word processing, spreadsheet, database, graphics, etc.) to produce a wide range of documents that often involve complex formats or extensive editing, or to perform data entry, manipulation and retrieval.
• Knowledge of the nature and capability of different software packages and the integration compatibilities among different software types.

You will receive credit for all qualifying experience, including volunteer and part time experience. You must clearly identify the duties and responsibilities in each position held and the total number of hours per week.

Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (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.

As part of the application process, you must complete and submit an occupational questionnaire.

Please follow all instructions carefully. Errors or omissions may affect your rating and/or appointment eligibility.

How you will be evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

All resumes will be reviewed to determine if they meet the hiring eligibility and qualification requirements listed in this announcement, and will be rated based on the information provided in the resume to determine the level of knowledge, skills and abilities (KSAs) related to the job requirements. Using the qualifications of the position, a predetermined rating criterion of KSAs will be used for each resume. Best qualified applicants will be referred to the hiring manager. The selecting official may choose to conduct interviews.