A. Provides support for the CAP function within the FFSC, which may include, but is not limited to, the following tasks:

• Conducts basic, non-clinical screening of telephone, written and walk-in referrals for CAS services in order to determine needs and related referrals. Provides quality and timely response to all in-coming requests either by personally providing the information on routine and non-technical matters or referring to the appropriate staff member.
• Schedules appointments for CAP clinicians and establishes and maintains any required appointment calendars. Checks for appointment availability and confirms appointments if requested. For contacts that may require an immediate clinical response, a referral to the duty clinician is expedited.
• Serves as the primary receptionist in the CAP reception area providing guidance on forms needing completion, and facilitating immediate access to an on-duty counselor when warranted.
• Provides information to clients about the program services, and procedures. Maintains a basic knowledge of community resources and programs to answer requests for social services information.
• Conducts follow-up with clients, as requested, answering any questions and providing assistance as needed.
• Collaborates with the CAP Staff to identify any new resource information needs, and maintains/updates an automated directory for frequently used numbers for the front desk staff and CAP. Responsibilities may include contacting military and civilian organizations to obtain information about the range of services provided, costs if any, eligibility criteria and other information useful to customers.
• Responds to routine and non-technical requests for information. This may involve determining whether or not release of information is authorized and, if so, to what extent.
• Completes overseas screenings, upon request and as directed.

Provides clerical/administrative assistance/support, as assigned, which may include,but is not limited to, the following tasks:

• Coordinates the bi-weekly Incident Determination Committee (IDC) meeting. Develops and submits agendas, to include case information, to the CAP supervisor or his/her designee for approval. Notifies commands by letter and email of case presentations. Prepares presentation materials for IDC board members and command representatives. Contacts command representatives and board members to ensure attendance. Prepares disposition letters to commands. Prepares minutes of meetings and 2486's that address CRC findings.
• Completes entries in and maintains the Counseling Case Log and FAP Case Log and checks the FAP Data Base to obtain any pertinent history on a new referral providing, when possible, the results to the assigned worker prior to the first formal assessment. Utilizes appropriate databases and Central Registry to ensure complete and accurate information on the sponsor and prior FAP history.
• As directed, implements customer evaluation procedures to gather customer feedback and satisfaction with services offered.
• Reviews, revises, and maintains CAP local standard operating procedures (SOPs) to ensure proper grammar, punctuation, and administrative content. Tracks to ensure specialized program/clinical information is updated by staff specialists periodically and at the frequency required by Center policy.
• Conducts prior history screenings for Child Development, MWR and other requesting agencies as directed.
• The employee uses the full range of functions, including advanced processes of one or more word processing software and/or desktop publishing application to produce a variety of documents. May also use various functions of other software types such as calendars, electronic mail, spreadsheets, or graphics. The employee plans and carries out assignments with considerable independence.
• Operates a computer, peripheral equipment, and appropriate software to perform various computer operations in support of office operations, such as producing reports and maintaining databases, etc. Uses basic and advanced program functions to perform such operations as updating and revising databases and searching for and retrieving data for reports. When preparing correspondence, reports, presentation and briefing materials, integrates material from one type of software application (i.e. database, graphics, spreadsheet) into the word processing document.
• Maintains documents in electronic files for easy retrieval. Creates/maintains a database for program statistical tracking. Makes backup copies of stored data as appropriate.
• In a timely and accurate manner, enters workload and other key data into a web-based database and generates/disseminates reports as directed.
• Other duties as assigned.

Conditions of employment

• Must provide proof of U.S. Citizenship or U.S. National.
• Must successfully pass the E-Verify employment verification check. Any discrepancies must be resolved as a condition of employment.
• A tentative offer of employment will be rescinded if the selectee fails to meet the pre-employment requirements, including failure to report to any scheduled appointments.
• Must meet federal suitability requirements including successful completion of background investigation and obtain/maintain a Secret Security Clearance (T3).

Qualifications

• At least two years' experience providing effective customer service in a social service setting, to include demonstrated experience in interviewing customers to obtain factual information and making appropriate referrals, and handling a high volume of requests.
• Skill in fact finding and simple analysis to identify relevant information, relate the information to an assigned problem, summarize the information, and compare the facts to general principles or regulations.
• Knowledge of the military lifestyle and special needs of the military population. Thorough and detailed practical knowledge of a complex body of social service regulations, procedures, precedent decisions, or similar body of knowledge in order to apply them in specific situations to answer complex technical questions or to solve technical family advocacy problems that are routinely handled by the office.
• Knowledge of military and civilian social service resources.
• Ability to handle multiple and varied requests and work well under pressure.
• Ability to work well with others and effectively communicate information. Have knowledge of English grammar, usage, format, and procedural requirements. Skill in writing and oral communication to write/type letters, memoranda, and reports to clearly explain complicated regulations, procedures, and concepts to persons outside of the agency.
• Knowledge of the Privacy Act, Freedom of Information Act and confidentiality issues as relates to the Counseling and Advocacy Programs.
• Knowledge and ability to use a personal computer and a variety of software applications.
• Knowledge of the policies, regulations, procedures, and reporting requirements governing the programs of the FFSC and broad knowledge of the various elements of all other FFSC programs.

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. Resumes will be rated based on the information provided to determine the level of knowledge, skills and abilities (KSAs) related to the job requirements.