This position is located in the Independence, MO Field Office at 3520 South Noland Road, Suite C, Independence, MO 64055
NOTE: This position is being filled on a full-time, permanent basis. Additional selections may be made within six months from the closing date of this announcement.
This is a career-ladder position leading to the GS-8 grade level.
NOTE: Telework may be available per agency policy.
Summary
This position is located in the Independence, MO Field Office at 3520 South Noland Road, Suite C, Independence, MO 64055
NOTE: This position is being filled on a full-time, permanent basis. Additional selections may be made within six months from the closing date of this announcement.
This is a career-ladder position leading to the GS-8 grade level.
NOTE: Telework may be available per agency policy.
Once selected for the Customer Service Representative (CSR) position in SSA, you will contribute to the Agency's mission through direct service to the public. As the first point of contact, you are responsible for assisting beneficiaries or inquirers in person, by telephone or in writing to provide information on SSA laws, rules and regulations and Medicare Insurance Programs. This includes obtaining information in order to determine eligibility and entitlement for programs administered by SSA, and using automation tools to access and update information about claims or potential eligibility.
Customer Service Representatives provide assistance to beneficiaries and the general public in person, by telephone, or in writing; Conduct interviews to determine the nature of the caller's question or issue; Explain technical information, gather facts, evaluate evidence, and take action to resolve problems relating to all Social Security programs.
Selective Service Registration, if applicable. (www.sss.gov)
Fingerprinting and background and/or security investigation required
Job offers are contingent on fingerprinting and background / security investigation results
Selectees are required to serve a 1-year probationary period
Selectees are required to complete a 11-13 week technical training class
Relocation expenses will not be paid
Candidates are required to participate in the Competency Assessment Interview Process (CAIP).
Selections are contingent upon the availability of funding.
Qualifications
All qualification requirements must be met by the closing date of the announcement. If you are using experience to qualify, you must have:
You may qualify at the GS-5 grade level (starting salary $36,575.00) if you possess the following:
A. 52 weeks of full-time specialized experience equivalent to the GS-4 level in the Federal Service performing the following tasks: (1) Applying laws, regulations policies or procedures to provide assistance preparing forms or documents; (2) Answering questions from members of the public or their representatives to obtain or provide information; (3) Using a computer to reconcile discrepancies or entering data; and (4) responding to written inquiries and drafting a variety of other written products. OR B. Successful completion of a full 4-year course of study above high school (e.g., 120 earned semester hours, 180 earned quarter hours, bachelor's degree, etc.). OR
C. A combination of successfully completed education course work equivalent to a baccalaureate program beyond the second year (e.g., in excess of the first 60 earned semester or 90 earned quarter hours) is creditable toward meeting the minimum qualification requirements.
Note: Experience and education will be computed as percentages of the overall requirements and must equal to 100 percent when combined
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.
SELECTIVE PLACEMENT FACTOR
COMPETENCY ASSESSMENT INTERVIEW PROCESS (CAIP) INTERVIEW - Applicants will be required to participate in a panel interview (after basic eligibility determination) to demonstrate an aptitude for meeting and dealing with the public. Applicants must pass this interview process in order to be found fully qualified for this position and receive further consideration for selection. This interview will cover typical situations, which might be encountered on the job, in person or over the telephone. Applicants 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 CAIP interview, you will not qualify for the job.
NOTE: Previous Meet and Deal results are not valid for this vacancy announcement; you will be required to complete the CAIP assessment. Panel interviews may be conducted via video conferencing software if technically feasible.
Education
SUBSTITUTING EDUCATION: If you are qualifying for this position based on completed education at an accredited U.S. college, university, or other educational institution, you must provide a copy of your transcripts or other proof of education prior to being appointed. 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 responsibility 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.
PROOF OF EDUCATION: If you are qualifying on the basis of education or satisfying an educational requirement, submit a copy of your transcripts that includes your name, the name of the educational institution, course title(s), number of credits, grade, and date of completion. Unofficial transcripts or screenshots of electronic/web transcripts with the required information will be accepted at the time of application. You must submit your transcripts according to the application submission details of this announcement. Documents will not be accepted via email or regular mail. If selected, you may be required to provide your official college transcripts prior to the effective date of the personnel action placing you into the new position.
Foreign Education: If your transcripts show education completed in foreign colleges or universities, you must also provide documentation that the education credentials have been evaluated by a private organization that specializes in interpretation of foreign education programs and such education has been deemed equivalent to that gained in a conventional/accredited U.S. education program; or full credit has been given for the courses at a U.S. accredited college or university.
Additional information
This is a career-ladder position offering the opportunity for annual promotion based on performance leading up to the GS-8 grade level. Normally candidates are hired at the step one unless they have prior federal experience with no break in service.
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 www.sss.gov
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.
The evaluation you receive is based on your responses to the questionnaire. Your resume and supporting documentation will be compared to your responses to the occupational questionnaire, which is designed to capture the desired competencies for this position.
Please make sure you answer all questions and follow all instructions carefully. Errors or omissions may affect your evaluation. The questionnaire takes approximately 15 minutes to complete. To preview the questions, click the following link:https://apply.usastaffing.gov/ViewQuestionnaire/11655099.
Your application will be evaluated under the Category Rating method, based on your responses to the Assessment Questions. 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.
ICTAP candidates who meet the requirements for the Well Qualified category will be placed at the top of the Best Qualified category and be given selection priority.
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.
You must submit ALL supporting documentation by the closing date of the vacancy announcement to claim certain types of preference or qualify on the basis of education.
Resume: Your resume must provide specific details as to how your experience meets the qualifications for this position. When describing your experience in your resume, please be specific. We will not make assumptions regarding your experience. Please ensure that your resume includes the grade (if you are a current or previous federal employee) and month, day and year that you began and ended each position held. Without this information, the experience gained while in that position may not be credited toward meeting the qualifications requirements. The resume should indicate if the work is full-time or part-time. Part-time work is prorated (e.g., if you work 20 hours per week for a 12-month period, you will be credited with 6 months of experience).
Experience statements (i.e., duties, specialized experience, or occupational assessment questionnaire) copied from this announcement and pasted into your resume will not be considered as a demonstration of your qualifications for this position. You resume must provide context and sufficient detail of your experience. Failure to provide details will result in an ineligible rating. Your resume must also support your responses to the online questionnaire. Failure to provide support may result in a lower rating and/or you may be excluded from consideration.
PROOF OF EDUCATION (See the Education Section for Additional Information)
INTERAGENCY CAREER TRANSITION ASSISTANCE PLAN (ICTAP): ICTAP provides eligible displaced Federal competitive service employees with selection priority for competitive service vacancies. To receive selection priority, candidates must meet the requirements for the Well Qualified category as described in the vacancy announcement and must also provide:
Proof of eligibility with your application. 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.
VETERANS' PREFERENCE: If you wish to receive consideration for veteran's preference you must submit a copy of your veteran's documentation including a DD-214 (member 4 copy preferred, however, the documentation provided must contain dates and character of service) along with a VA letter, SF-15, etc., if applicable. If you are claiming 10-point veterans' preference based on a service-connected disability, you must also submit an Application for 10-Point Veterans' Preference (SF 15)AND the required documentation specified on the reverse of the 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.
Note: If you are a current active duty military member who does not have a DD-214 and are claiming preference under the Veterans Opportunity to Work (VOW) Act, you must submit certification from the Armed Forces indicating that you will be discharged or released under honorable conditions from active duty within 120 days of the date on the certification. Certifications must be on letterhead from the appropriate military branch and include the following information: military dates of service and expected discharge or release date, the character of service, military rank, type of discharge, and date when terminal leave will begin. Certifications must be signed by, or by the direction of military members' military personnel offices, unit commanders or higher headquarters.
Military Spouse Appointing Authority. You may be eligible for an appointment under the Military Spouse Appointing Authority if you are a spouse of: 1) an active duty member of the armed forces; 2) a service member who is 100% disabled due to a service-connected injury; or 3) a deceased service member of the armed forces. Each of these categories has different eligibility criteria that must be met. Individuals applying for consideration under this authority MUST provide the applicable supporting documentation (e.g., documentation verifying marriage, copy of your spouse's active military orders, DD-214, copy of a statement from the Department of Veterans Affairs or a branch of the military certifying the service member's service-connected disability rating, DD-1300, etc.). You are no longer eligible if you remarry.
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 provide a complete Application Package which includes:
Your Resume
The Occupational Questionnaire
Transcripts (if using education to qualify - unofficial copies accepted)
Additional Required Documents, if applicable (see Required Documents section)
The complete application package must be submitted by 11:59 PM (ET) on 10/05/2022
To begin the process, click the Apply Online button to create an account or log in to your existing USAJOBS account. Follow the prompts to complete the occupational questionnaire. Please ensure you click the Submit My Answers button at the end of the process.
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 Ryan Pinkas-Hernandez at (816) 936-5857 or Ryan.Pinkas-Hernandez@ssa.gov.
Individuals with disabilities may also call us via Federal Relay using the (voice) contact telephone provided.
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.
Region VII Area 1
Richard Bolling Federal Building
601 East 12th Street
Kansas City, MO 64106
US
Next steps
Once you have successfully submitted your application materials, you can expect to receive at least two or more of the following email notifications concerning your application status: (1) Receipt of application; (2) Qualifications status and whether your application has been Referred/Not Referred to the selecting official; and (3) Selection status for the position. The hiring office will contact candidates directly for interviews. Interviews may be conducted via video conferencing software, if technically feasible.
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.
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
You must submit ALL supporting documentation by the closing date of the vacancy announcement to claim certain types of preference or qualify on the basis of education.
Resume: Your resume must provide specific details as to how your experience meets the qualifications for this position. When describing your experience in your resume, please be specific. We will not make assumptions regarding your experience. Please ensure that your resume includes the grade (if you are a current or previous federal employee) and month, day and year that you began and ended each position held. Without this information, the experience gained while in that position may not be credited toward meeting the qualifications requirements. The resume should indicate if the work is full-time or part-time. Part-time work is prorated (e.g., if you work 20 hours per week for a 12-month period, you will be credited with 6 months of experience).
Experience statements (i.e., duties, specialized experience, or occupational assessment questionnaire) copied from this announcement and pasted into your resume will not be considered as a demonstration of your qualifications for this position. You resume must provide context and sufficient detail of your experience. Failure to provide details will result in an ineligible rating. Your resume must also support your responses to the online questionnaire. Failure to provide support may result in a lower rating and/or you may be excluded from consideration.
PROOF OF EDUCATION (See the Education Section for Additional Information)
INTERAGENCY CAREER TRANSITION ASSISTANCE PLAN (ICTAP): ICTAP provides eligible displaced Federal competitive service employees with selection priority for competitive service vacancies. To receive selection priority, candidates must meet the requirements for the Well Qualified category as described in the vacancy announcement and must also provide:
Proof of eligibility with your application. 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.
VETERANS' PREFERENCE: If you wish to receive consideration for veteran's preference you must submit a copy of your veteran's documentation including a DD-214 (member 4 copy preferred, however, the documentation provided must contain dates and character of service) along with a VA letter, SF-15, etc., if applicable. If you are claiming 10-point veterans' preference based on a service-connected disability, you must also submit an Application for 10-Point Veterans' Preference (SF 15)AND the required documentation specified on the reverse of the 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.
Note: If you are a current active duty military member who does not have a DD-214 and are claiming preference under the Veterans Opportunity to Work (VOW) Act, you must submit certification from the Armed Forces indicating that you will be discharged or released under honorable conditions from active duty within 120 days of the date on the certification. Certifications must be on letterhead from the appropriate military branch and include the following information: military dates of service and expected discharge or release date, the character of service, military rank, type of discharge, and date when terminal leave will begin. Certifications must be signed by, or by the direction of military members' military personnel offices, unit commanders or higher headquarters.
Military Spouse Appointing Authority. You may be eligible for an appointment under the Military Spouse Appointing Authority if you are a spouse of: 1) an active duty member of the armed forces; 2) a service member who is 100% disabled due to a service-connected injury; or 3) a deceased service member of the armed forces. Each of these categories has different eligibility criteria that must be met. Individuals applying for consideration under this authority MUST provide the applicable supporting documentation (e.g., documentation verifying marriage, copy of your spouse's active military orders, DD-214, copy of a statement from the Department of Veterans Affairs or a branch of the military certifying the service member's service-connected disability rating, DD-1300, etc.). You are no longer eligible if you remarry.
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 provide a complete Application Package which includes:
Your Resume
The Occupational Questionnaire
Transcripts (if using education to qualify - unofficial copies accepted)
Additional Required Documents, if applicable (see Required Documents section)
The complete application package must be submitted by 11:59 PM (ET) on 10/05/2022
To begin the process, click the Apply Online button to create an account or log in to your existing USAJOBS account. Follow the prompts to complete the occupational questionnaire. Please ensure you click the Submit My Answers button at the end of the process.
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 Ryan Pinkas-Hernandez at (816) 936-5857 or Ryan.Pinkas-Hernandez@ssa.gov.
Individuals with disabilities may also call us via Federal Relay using the (voice) contact telephone provided.
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.
Region VII Area 1
Richard Bolling Federal Building
601 East 12th Street
Kansas City, MO 64106
US
Next steps
Once you have successfully submitted your application materials, you can expect to receive at least two or more of the following email notifications concerning your application status: (1) Receipt of application; (2) Qualifications status and whether your application has been Referred/Not Referred to the selecting official; and (3) Selection status for the position. The hiring office will contact candidates directly for interviews. Interviews may be conducted via video conferencing software, if technically feasible.
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.
Fair and transparent
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
