This position is located in the Department of Homeland Security, U.S. Coast Guard, Pay and Personnel Center, Operations Division, Retiree and Annuitant Services Branch, Topeka, KS.
Summary
This position is located in the Department of Homeland Security, U.S. Coast Guard, Pay and Personnel Center, Operations Division, Retiree and Annuitant Services Branch, Topeka, KS.
U.S. Citizens. Subject position(s) will be filled through delegated examining procedures.
For definitions of common terms found in this announcement: http://dhsconnect.dhs.gov/org/comp/mgmt/dhshr/hr/Documents/JOA_Common_Definitions.pdf
You will provide customer assistance to Coast Guard retired members regarding Direct Access or pay and personnel discrepancies at the U.S. Coast Guard Pay and Personnel Center.
Being a Coast Guard civilian makes you a valuable member of the Coast Guard team. Typical work assignments include:
Communicating professionally and effectively with customers via telephone, email, or fax.
Interfacing with customers on questions, discrepancies, and disputes, providing general information to process pay and personnel transactions.
Determining the scope and nature of actions required to resolve customer service problems, and process transactions in accordance with regulations.
Following up on open issues to ensure resolution.
Escalating problems and issuing to a higher level of support as appropriate.
Documenting all issues, resolution and follow-up information.
Males born after 12/31/1959 must be registered for Selective Service.
U.S. Citizenship is required.
This position requires a National Agency Check with Inquiries (NACI).
All qualification requirements must be met by the closing date of the announcement.
Qualifications
Qualifications for GS-06: At least one year of specialized experience equivalent to at least the GS-05 level is required. Specialized experience is experience that has equipped you with the particular ability, skill, and knowledge to successfully perform the duties of this position and is typically in or related to this line of work. Examples include: Working in a customer service organization resolving discrepancies, communicating with customers, referring to standard guidelines and instructions for resolution.
National Service Experience (i.e., volunteer experience): 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.
The Office of Personnel management (OPM) must authorize employment offers made to current or former political appointees. If you are currently, or have been within the last 5 years, a political Schedule A, Schedule, C, Non-career SES or Presidential Appointee employee in the Executive Branch, you must disclose this information to the Human Resources Office.
Education
This position does not have a positive education requirement. If you are including education on your resume, report only attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education. See Required Documents section for detail.
FOREIGN EDUCATION: Education completed in foreign colleges or universities may be used to meet Federal qualification requirements if you can show that your foreign education is comparable to education received in accredited educational institutions in the United States. It is your responsibility to provide such evidence with your application. See Recognition of Foreign Qualifications click here
Additional information
Applicants will be required to complete questions contained on the Declaration for Federal Employment (OF-306) at the time a tentative job offer is made. Certain responses on the form could pose a problem with suitability for employment determinations. If you receive a conditional offer of employment for this position, you will be required to complete/make updates to the OF-306 and to sign and certify the accuracy of all information in your application, prior to entry on duty. False statements on any part of the application may result in withdrawal of offer of employment, dismissal after beginning work, or imprisonment.
DHS uses e-Verify, an Internet-based system, to confirm the eligibility of all newly hired employees to work in the United States. Learn more about e-Verify, including your rights and responsibilities at click here
Recruitment incentives may be authorized.
All Federal employees are required to have Federal salary payments made by direct deposit.
The Department of Homeland Security encourages persons with disabilities to apply, to include persons with intellectual, severe physical or psychiatric disabilities, as defined by 5 CFR § 213.3102(u), and/or Disabled Veterans with a compensable service-connected disability of 30 percent or more as defined by 5 CFR § 315.707. Veterans, Peace Corps/VISTA volunteers, and persons with disabilities possess a wealth of unique talents, experiences, and competencies that can be invaluable to the DHS mission. If you are a member of one of these groups, you may not have to compete with the public for federal jobs. To determine your eligibility for non-competitive appointment and to understand the required documentation, click on the links above or contact the Servicing Human Resources Office listed at the bottom of this announcement.
More than 1 selection may be made from this announcement if additional identical vacancies in the same title, series, grade, and unit occur within 45 days from the date the certificate was issued.
If you need a reasonable accommodation for the application and hiring process, please contact 571-607-1596. Decisions on granting reasonable accommodation will be made on a case-by-case basis. Visit Reasonable Accommodation
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.
DHS offers competitive salaries and an attractive benefits package, including: health, dental, vision, life, and long-term care insurance; retirement plan; Thrift Savings Plan [similar to a 401(K)]; Flexible Spending Account; Employee Assistance Program; personal leave days; and paid federal holidays. Other benefits may include: flexible work schedules; telework; tuition reimbursement; transportation subsidies; uniform allowance; health and wellness programs; and fitness centers. DHS is committed to employee development and offers a variety of employee training and development opportunities. For more information, go to the DHS Careers website and select “Benefits”. Disabled veteran leave will be available to any Federal employee hired on or after November 5, 2016, who is a veteran with a service-connected disability rating of 30 percent or more.
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.
We will review your résumé and supporting documentation to ensure you meet the basic qualification requirements. If you meet the minimum qualifications, your experience, education and training will be rated using the on-line assessment to place you in one of three categories.
The necessary Knowledge, Skills, and Abilities to perform this job are:
Knowledge of office automation software.
Ability to research reference guidelines and manuals to resolve pay discrepancies.
Skill in oral communication to effectively communicate with customers to resolve pay issues.
Skill in written communication to effectively respond to customer inquiries.
If you meet the minimum qualifications, you will be placed in one of the following categories: 1. Best-Qualified: Applicants possessing experience that substantially exceeds the minimum qualifications of the position and demonstrate high proficiency in all of the critical competencies, including all Selective Placement Factors (SPF) and appropriate Quality Ranking Factors (QRF) as determined by the job analysis. 2. Well-Qualified: Applicants possessing experience that exceeds the minimum qualifications of the position and demonstrates acceptable proficiency in all of the critical competencies, including all SPFs and appropriate QRFs as determined by the job analysis. 3. Qualified: Applicants possessing experience that meets the minimum qualifications of the position and demonstrate basic proficiency in most of the critical competencies, including all SPFs and appropriate QRFs as determined by the job analysis.
If you are best qualified, you may be referred to the hiring manager for consideration and may be called for an interview. Your resume and responses to the self-assessment questions are an integral part of the process for determining your qualifications for the position. Therefore, you must support your responses to the self-assessment questions by providing examples of past and present experience in your resume.
Veterans with 5-point preference who meet the eligibility and qualification requirements are placed above non-preference eligibles within the category in which they are qualified. Veterans who have a compensable service-connected disability of at least 10% are listed in the best qualified category, except when the position being filled is scientific or professional at the GS-09 grade level or higher. For information on veterans' preference, click here.
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.
DHS offers competitive salaries and an attractive benefits package, including: health, dental, vision, life, and long-term care insurance; retirement plan; Thrift Savings Plan [similar to a 401(K)]; Flexible Spending Account; Employee Assistance Program; personal leave days; and paid federal holidays. Other benefits may include: flexible work schedules; telework; tuition reimbursement; transportation subsidies; uniform allowance; health and wellness programs; and fitness centers. DHS is committed to employee development and offers a variety of employee training and development opportunities. For more information, go to the DHS Careers website and select “Benefits”. Disabled veteran leave will be available to any Federal employee hired on or after November 5, 2016, who is a veteran with a service-connected disability rating of 30 percent or more.
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.
3. If you are qualifying based on education, submit a legible copy of your unofficial college transcript from an accredited college/university. The transcript copy must reflect the college/university name and/or logo. Applicants are highly encouraged to proactively order a copy of their official transcripts to be delivered to their home address so transcripts will be readily available if selected. If selected, you will be required to provide official transcripts prior to establishing your start date. Foreign education completed in foreign colleges or universities may be used to meet federal qualification requirements if you can show that your foreign education is comparable to education received in accredited institutions in the U.S. It is your responsibility to provide such evidence with your application. See Recognition of Foreign Qualifications click here.
4. If you are claiming special priority selection rights under the Interagency Career Transition Assistance Program (ICTAP), you must submit a copy of your agency notice, most recent performance rating and most recent SF-50, Notification of Personnel Action, noting your current position, grade level and duty location. If you have never worked for the federal government, you are not ICTAP eligible. To be considered eligible, you must be placed in the well-qualified category for this position. Please see ICTAP eligibility.
5. If you are claiming veterans’ preference, please submit the following documents. Please see Feds Hire Vets for detail.
a. Veterans claiming 5 point veterans' preference must submit legible Member 4 Copy DD214(s) indicating Character of Service. 5-point preference will not be granted if appropriate documentation is not submitted with your application.
b. 30% Disabled Veterans must submit their Member Copy 4 DD-214(s), which includes Character of Service, and VA Disability Letter with percentage of disability OR documentation of disability determination from a branch of the Armed Forces which reflects a compensable service-connected disability of 30% or more.
c. Other 10 point Preference Eligibles must submit applicable Member Copy 4 DD-214(s), which includes Character of Service, and provide documentation of your other 10 point preference. If claiming 10 point preference, you must provide required documentation described on the back of the SF-15 which proves that you are entitled to such preference. 10-point preference will not be granted if appropriate documentation is not submitted with your application.
d. If you are a current active duty military member who does not have a DD214 and is claiming eligibility under the Veterans Opportunity to Work (VOW) Act, you must submit certification from the Armed Forces indicating you will be discharged/released under honorable conditions from active duty within 120 days from the date you submit your certification as part of your application for this announcement. See the “How to Apply” section of this announcement for information on specific requirements for VOW certifications.
6. OPM must authorize employment offers for former or current Political Appointees. If you are currently, or have been within the last 5 years, a political Schedule A, Schedule C or Non-Career SES employee in the Executive Branch, you must disclose this information. Submit proof of your former or current status, such as your SF-50. Please see here.
All documentation as outlined above must be received by the closing date of the announcement. If you are unable to submit your documents electronically, you may fax or mail the documents. A fax cover sheet will be provided to you from the system, with fax number and instructions to transmit the requested documents. The required documents will also be accepted by mail and must be received by the closing date of the announcement. The mailing address is COMMANDANT (CG-123-W), ATTN OFFICE OF CIVILIAN HUMAN RESOURCES (JOBS), US COAST GUARD, 2401 HAWKINS POINT ROAD, BLDG. #1, STOP #4, BALTIMORE, MD 21226.
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.
Complete applications for this vacancy must be received on-line by 11:59p.m ET on the closing date of the announcement. To begin your online application, click the Apply Online button and follow the prompts to register or sign in to USAJOBS, take the online questionnaire and submit the required documents to provide proof of qualifications. If you are claiming veterans’ preference, you will be required to submit proof. See Required Documents section for more detail regarding a complete application package.
High self-assessment in the vacancy questions that is not supported by information in your resume and/or supporting documents may impact you or eliminate you from consideration.
If claiming eligibility under the VOW Act: The VOW Act requires Federal agencies to treat active duty service member as veterans, disabled veterans, and preference eligibles, when they submit, at the time they apply for a Federal job, a "certification" of active service in lieu of a DD214. In order to be considered under the VOW Act, the certification must specify that the service member is expected to be discharged or released from active duty under honorable conditions not later than 120 days after the date the certification is submitted with your application package for this job announcement. The certification must be on letterhead from the appropriate military branch and include the following information: military dates of service and expected discharge or release date, character of service, military rank, type of discharge, and date when terminal leave will begin. Certifications must be signed by, or by direction of military members’ military personnel offices, unit commanders or higher headquarters. Agencies are required to verify a qualifying separation from military service prior to appointment, through the DD214 or other appropriate documentation. Your preference and/or appointment eligibility will be verified prior to appointment.
If applying on-line poses a hardship to you, the Help Desk listed on the announcement will provide assistance to ensure that applications are submitted on-line by the closing date. You must contact the Help Desk prior to the closing date of this announcement to receive assistance. Hours of operation: Monday through Friday, 7:00 a.m. to 7:00 p.m. ET, excluding Federal holidays.
United States Coast Guard
2401 Hawkins Point Road
Bldg 1, Stop 4
Baltimore, Maryland 21226
United States
Next steps
Once the announcement is closed, we will conduct an evaluation of your application and qualifications to determine your ranking. The most qualified applicants will be referred to the hiring manager for further consideration. To check the status of your application, log on to your USAJOBS account, click on "Track this Application".
For more information on applying for federal employment click here.
Any offers of employment made pursuant to this announcement will be consistent with all applicable authorities, including Presidential Memoranda, Executive Orders, interpretive U.S. Office of Management and Budget (OMB) and U.S. Office of Personnel Management (OPM) guidance, and Office of Management and Budget plans and policies concerning hiring. These authorities are subject to change. Applying to this announcement certifies that you give permission for DHS to share your application with others in DHS for similar positions.
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
3. If you are qualifying based on education, submit a legible copy of your unofficial college transcript from an accredited college/university. The transcript copy must reflect the college/university name and/or logo. Applicants are highly encouraged to proactively order a copy of their official transcripts to be delivered to their home address so transcripts will be readily available if selected. If selected, you will be required to provide official transcripts prior to establishing your start date. Foreign education completed in foreign colleges or universities may be used to meet federal qualification requirements if you can show that your foreign education is comparable to education received in accredited institutions in the U.S. It is your responsibility to provide such evidence with your application. See Recognition of Foreign Qualifications click here.
4. If you are claiming special priority selection rights under the Interagency Career Transition Assistance Program (ICTAP), you must submit a copy of your agency notice, most recent performance rating and most recent SF-50, Notification of Personnel Action, noting your current position, grade level and duty location. If you have never worked for the federal government, you are not ICTAP eligible. To be considered eligible, you must be placed in the well-qualified category for this position. Please see ICTAP eligibility.
5. If you are claiming veterans’ preference, please submit the following documents. Please see Feds Hire Vets for detail.
a. Veterans claiming 5 point veterans' preference must submit legible Member 4 Copy DD214(s) indicating Character of Service. 5-point preference will not be granted if appropriate documentation is not submitted with your application.
b. 30% Disabled Veterans must submit their Member Copy 4 DD-214(s), which includes Character of Service, and VA Disability Letter with percentage of disability OR documentation of disability determination from a branch of the Armed Forces which reflects a compensable service-connected disability of 30% or more.
c. Other 10 point Preference Eligibles must submit applicable Member Copy 4 DD-214(s), which includes Character of Service, and provide documentation of your other 10 point preference. If claiming 10 point preference, you must provide required documentation described on the back of the SF-15 which proves that you are entitled to such preference. 10-point preference will not be granted if appropriate documentation is not submitted with your application.
d. If you are a current active duty military member who does not have a DD214 and is claiming eligibility under the Veterans Opportunity to Work (VOW) Act, you must submit certification from the Armed Forces indicating you will be discharged/released under honorable conditions from active duty within 120 days from the date you submit your certification as part of your application for this announcement. See the “How to Apply” section of this announcement for information on specific requirements for VOW certifications.
6. OPM must authorize employment offers for former or current Political Appointees. If you are currently, or have been within the last 5 years, a political Schedule A, Schedule C or Non-Career SES employee in the Executive Branch, you must disclose this information. Submit proof of your former or current status, such as your SF-50. Please see here.
All documentation as outlined above must be received by the closing date of the announcement. If you are unable to submit your documents electronically, you may fax or mail the documents. A fax cover sheet will be provided to you from the system, with fax number and instructions to transmit the requested documents. The required documents will also be accepted by mail and must be received by the closing date of the announcement. The mailing address is COMMANDANT (CG-123-W), ATTN OFFICE OF CIVILIAN HUMAN RESOURCES (JOBS), US COAST GUARD, 2401 HAWKINS POINT ROAD, BLDG. #1, STOP #4, BALTIMORE, MD 21226.
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.
Complete applications for this vacancy must be received on-line by 11:59p.m ET on the closing date of the announcement. To begin your online application, click the Apply Online button and follow the prompts to register or sign in to USAJOBS, take the online questionnaire and submit the required documents to provide proof of qualifications. If you are claiming veterans’ preference, you will be required to submit proof. See Required Documents section for more detail regarding a complete application package.
High self-assessment in the vacancy questions that is not supported by information in your resume and/or supporting documents may impact you or eliminate you from consideration.
If claiming eligibility under the VOW Act: The VOW Act requires Federal agencies to treat active duty service member as veterans, disabled veterans, and preference eligibles, when they submit, at the time they apply for a Federal job, a "certification" of active service in lieu of a DD214. In order to be considered under the VOW Act, the certification must specify that the service member is expected to be discharged or released from active duty under honorable conditions not later than 120 days after the date the certification is submitted with your application package for this job announcement. The certification must be on letterhead from the appropriate military branch and include the following information: military dates of service and expected discharge or release date, character of service, military rank, type of discharge, and date when terminal leave will begin. Certifications must be signed by, or by direction of military members’ military personnel offices, unit commanders or higher headquarters. Agencies are required to verify a qualifying separation from military service prior to appointment, through the DD214 or other appropriate documentation. Your preference and/or appointment eligibility will be verified prior to appointment.
If applying on-line poses a hardship to you, the Help Desk listed on the announcement will provide assistance to ensure that applications are submitted on-line by the closing date. You must contact the Help Desk prior to the closing date of this announcement to receive assistance. Hours of operation: Monday through Friday, 7:00 a.m. to 7:00 p.m. ET, excluding Federal holidays.
United States Coast Guard
2401 Hawkins Point Road
Bldg 1, Stop 4
Baltimore, Maryland 21226
United States
Next steps
Once the announcement is closed, we will conduct an evaluation of your application and qualifications to determine your ranking. The most qualified applicants will be referred to the hiring manager for further consideration. To check the status of your application, log on to your USAJOBS account, click on "Track this Application".
For more information on applying for federal employment click here.
Any offers of employment made pursuant to this announcement will be consistent with all applicable authorities, including Presidential Memoranda, Executive Orders, interpretive U.S. Office of Management and Budget (OMB) and U.S. Office of Personnel Management (OPM) guidance, and Office of Management and Budget plans and policies concerning hiring. These authorities are subject to change. Applying to this announcement certifies that you give permission for DHS to share your application with others in DHS for similar positions.
Fair and transparent
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
