Reception and Information and Referral (I&R) Services:

• Receive telephone calls, greet customers, and ascertains the nature of the calls or visits. Based upon knowledge of the organization and its programs and operations, refers 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.
• Maintain database with walk-in, call-in client statistics and provide data for monthly, quarterly, etc., reports. Maintains and inputs a statistical record of contacts in a timely manner. Maintains an updated and detailed information database of programs, services, and activities available on instillation and in the local community which support and enrich the quality of life for individuals and families.
• Responds to questions 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.
• Conducts follow-up to ensure inquirers needs are met, either by the employee and/or other offices/agencies to whom the inquirer was referred. Maintains detailed records regarding feedback in order to evaluate the effectiveness of referrals and assistance provided.

• 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.
• Reviews and processes incoming and outgoing correspondence, materials, publications, regulations, and directives. Screens incoming mail to identify what needs to be brough to the attention of the supervisor, referred to appropriate staff, reroute to other organizations/offices, or handled personally.
• 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. Independently notes and follows up on commitments made at meetings and conference by staff members.
• Updates trackers and/or suspense filed for unclassified document control as required.
• Prepares and logs Requisitions for office supplies, printing support, and related materials and services.
• Uses multiple office automation software with varied functions to produce a wide range of documents that often require complete formats such as graphics or tables within text, editing and reformatting electronic drafts, and updating or revising existing databases or spreadsheets.
• Independently plans and performs complex office automation duties requiring different approaches and methods from one assignment to another.

Conditions of employment

• Must successfully pass the E-Verify employment verification check. Any discrepancies must be resolved as a condition of employment to include passing all applicable records and background check.
• Must be able to obtain and maintain a security clearance

Qualifications

• Knowledge of the policies, regulations, procedures and reporting requirements governing the programs of the FFSP. Knowledge of the FFSP mission, functions, and programs.
• Knowledge of the military lifestyle, the unique challenges faced by service members and their families and the array of services available to address these issues.
• Knowledge of the field of human services including military and community-based human service agencies, services, programs, etc. Knowledge of federal, state, and community social service agencies or organizations and their human service programs, policies, practices, and interrelationships.
• Skill in communicating with clients to obtain factual information and explain regulations and agency procedure and other organizations involved. Skill in drawing out and organizing relevant information from persons who are often unaware of legal and procedural requirements.
• Understanding duties, priorities, commitments, policies, and program goals of the organizations sufficient to perform non-routine assignments.
• Proficiency in grammar, spelling, punctuation, and format to prepare and edit written correspondence and reports. Knowledge of extensive rules, procedure, 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.
• Knowledge of various office automation software to produce a wide range of documents that often require complete formats.

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.

DON is an Equal Employment Opportunity Employer. All qualified candidates will receive consideration without regard to race, color, national origin, religion, sex, age, mental or physical disability, genetic information, reprisal, marital status, political affiliation, sexual orientation, or any other non-merit factor. The DON provides reasonable accommodations to applicants with disabilities.