Clarification from the agency

WHO MAY APPLY: Applicants with SOFA Sponsorship (including applicants with current military spouse preference, family member preference, and current CNIC employees) within the local commuting area (50 mile radius).

• Receives phone calls, greets visitors, and ascertains the nature of the caller. Based upon knowledge of the organization and its programs and operations, refers telephone calls and visitors to appropriate staff or office.
• 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 provide assistance with necessary paperwork.
• Maintains database with walk-in, call-in client statistics and provide data for monthly, quarterly, etc. reports.
• Maintains and inputs a statistical record of contacts into FFSMIS in a timely manner.
• 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 organizations and programs to assist clients when additional assistance is required.
• Advises inquirers of the applicability, responsibility, and operation of assistance program of their interest. Responds appropriately to inquiries whether by telephone, fax, and e-mail, personal visit, or in writing.
• Prepares a wide variety of recurring and nonrecurring correspondence, reports, and other documents. Composes correspondence and other materials of a non-technical nature.
• Consolidates and finalizes information for various reports in accordance with established procedures. Based on knowledge of substantive programs of the organization, gathers and summarizes information from files and documents for supervisor's use in responding to inquiries, recognizing which information is or is not relevant to issue at hand.
• Proofreads/edits correspondence and documents for correct grammar, spelling, capitalization, punctuation, and format. Returns incorrect material prepared by others with revisions marked.
• Reviews and processes incoming and outgoing correspondence, materials, publications, regulations, and directives.
• Screens incoming mail to identify what needs to be brought to the attention of the supervisor, referred to appropriate staff, rerouted to other organizations/offices, or handled personally.
• Establishes and monitors suspense dates and brings to supervisor's attention those that cannot be met by requested date or when there is a conflict. Responsible for coordinating the work of the office with other offices and organizations, recognizing what coordination procedures are required for different circumstances.
• Reviews outgoing correspondence prepared by others for procedural and grammatical accuracy, and conformance with general policy.
• Advises the writer of any deviations or inadequacies.
• Ensures formal internal and external coordination procedures have been followed. Maintains staff calendars, coordinates meeting arrangements, and schedules meetings and/or conferences.
• Schedules appointments and meetings without prior approval in accordance with policies and priorities, and coordinates with the staff as necessary.
• Informs supervisor of conflicts, reschedules appointments when it is clear that the supervisor will not be able to make all commitments, contacts other people to attend meetings in lieu of supervisor when necessary, and makes calendar available to supervisor and others to minimize conflicts in scheduling. Independently notes and follows up on commitments made at meetings and conferences by staff members.
• Performs other administrative and clerical work in support of the office/organization.
• Establishes, updates, and maintains office procedures and records of various types that may be needed or will assist in the efficient operation of the office.
• Provides advice and guidance to FFSP staff and other clerical personnel on administrative, clerical, and procedural requirements and instructions, and assists in solving problems to which existing guidelines can be applied.
• Develops, establishes, and maintains office procedures to ensure effective and efficient operations regarding the administrative, clerical, and procedural work of the unit.
• Updates tracking or suspense files for unclassified document control as required.
• Establishes, maintains, purges, and disposes of files and records in accordance with established regulations and procedures.
• Responsible for other duties as assigned.

Conditions of employment

• Must have ability to learn new systems and various software packages and their integration compatibilities. Keyboarding speed and accuracy is required.
• Must be able to successfully complete a formal agency background check and may be required to obtain a security clearance to handle messaging traffic.
• May be required to maintain a valid driver's license to operate government vehicles for travel between sites and work locations.

Qualifications

General Experience:

Two years of progressively responsible clerical, office, or other work that indicates ability to acquire the particular knowledge and skills needed to perform the duties of the position.

Qualifications Required:

• Knowledge of the policies, regulations, procedures, and reporting requirements governing the programs of the FFSC. Knowledge of the FFSC mission, functions, and programs.

• Knowledge of the military lifestyle, the unique challenges faced by service members/families and the array of services available to address these issues either through work assignment or life experience as a military sponsor, military dependent or similar.
• Skill in communicating with clients to obtain factual information and explain regulations and agency procedures and other organizations involved. Skill indrawing out and organizing relevant information from persons who are often unaware of legal and procedural requirements.
• Knowledge of the duties, priorities, commitments, policies, and program goals of the organization sufficient to perform non-routine assignments.
• Proficiency in grammar, spelling, punctuation, capitalization, and format to prepare and edit written correspondence and reports. Knowledge of extensive rules, procedures, operations, functions, and commitments applied to administrative assignments to screen calls and visitors; maintain multiple calendars; prepare, review and edit documents; locate and assemble information for various reports; maintain files/records, and to plan and prepare travel arrangements.
• Experience with various office automation software (word processing, spreadsheet, data base, presentation software, etc) to include Microsoft Office products, specifically Microsoft Excel, Microsoft Word, and Microsoft Outlook, to produce a wide range of documents that often require complex formats, such as graphics or tables within text, to edit and reformat electronic drafts, and to update and revise existing databases or spreadsheets. Must have ability to learn new systems and various software packages and their integration compatibilities.

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.