This position is in the Consumer Inquiries and Complaints Division (CICD), Consumer and Governmental Affairs Bureau (CGB), Federal Communications Commission (FCC) located in Washington, DC.
RELOCATION EXPENSES WILL NOT BE PAID.
THIS VACANCY ANNOUNCEMENT MAY BE USED TO FILL ADDITIONAL POSITIONS WITHIN 90 DAYS.
Summary
This position is in the Consumer Inquiries and Complaints Division (CICD), Consumer and Governmental Affairs Bureau (CGB), Federal Communications Commission (FCC) located in Washington, DC.
RELOCATION EXPENSES WILL NOT BE PAID.
THIS VACANCY ANNOUNCEMENT MAY BE USED TO FILL ADDITIONAL POSITIONS WITHIN 90 DAYS.
Open to all U.S. Citizens
AND
MERIT PROMOTION (MP) - STATUS CANDIDATES and NON-COMPETITIVE ELIGIBLES. MP candidates include Federal Employees, Agency Employees, competitive Reinstatement eligibles, VEOA, CTAP and ICTAP. Individuals eligible for non-competitive appointment under special appointing authorities may also apply for consideration (e.g. Individuals with Disabilities; Veterans [VRA, 30% Disabled]; former Peace Corps, AmeriCorps or Vista). Indicate how you wish to be considered.
The incumbent is responsible for coordinating, processing, and responding to consumer inquiries, complaints, including issue-specific workstreams and analyzing complaints to identify trends and other relevant issues.
Coordinates, processes and tracks inquires and complaints including: 1) researching and drafting diverse materials used by CGB to inform the public about communications issues; and 2) serving as a point of contact for other Bureaus and Offices on specific complaints an inquires.
Provides advice and guidance to the Division Chief and other CICD management on complaints related issues and inquires. Analyzes relevant documents and directives to prepare diverse materials to inform consumers about Commission rules, policies, and events. Performs in depth research, reviews response language and other educational content to ensure accurate information is provided to the public regarding FCC proceedings, policies, complaints, and other Commission activities. Monitors Commission rulemaking proceedings and consults with Division management to prepare materials responsive to consumer inquiries and complaints. Coordinates with staff from CGB and other Bureaus and Offices as necessary to prepare such materials.
Analyzes and responds to escalated and/or complex consumer complaint issues, including but not limited to contact with telecommunications carriers, other FCC Bureaus and Offices, other agencies, and consumers to thoroughly understand and address the issues involved.
Males born after 12/31/59 must be registered with Selective Service.
US Citizenship.
May serve a one year probationary period (if applicable).
Suitable for employment as determined by a background investigation.
If selected, a financial disclosure statement may be required.
Current/former federal employees must provide SF-50 verifying grade/status.
Current FCC employees must provide SF-50 verifying grade & status.
Resume must not exceed two pages and must meet resume format criteria.
See "Qualifications".
Qualifications
Interested candidates should be passionate about the ideals of our American republic, committed to upholding the rule of law and the U.S. Constitution, and committed to improving the efficiency of the Federal government. Hiring decisions will not be based on race, sex, color, religion, or national origin.
Applicants must meet eligibility and qualification requirements by the closing date of this announcement. Current Federal employees asking to be considered under Merit Promotion procedures must meet time-in-grade requirements by the closing date of this announcement.
Candidates must meet all of the specialized experience requirements outlined below in order to be deemed as qualified. (INSERT AND INCLUDE ANY ADDITIONAL EDUCATIONAL OR OTHER GENERAL REQUIREMENTS FOR THE POSITION HERE).
Specialized Experience
GS-12
In order to be deemed as qualified, candidates must demonstrate one year of specialized experience which is equivalent to the GS-11 grade level in the Federal service. Specialized experience is defined as:
1. Experience coordinating, processing, and responding to consumer inquiries and complaints. 2. Experience analyzing complaints to identify trends. 3. Experience providing advice on how to resolve customer complaints. 4. Experience working with diverse groups or organizations to resolve issues including Federal, State, or Tribal organizations. 5. Experience responding both verbally and in writing to complex customer complaints.
PART-TIME OR UNPAID 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.
Other: - Before hiring, an agency will ask you to complete a Declaration for Federal Employment to determine your suitability for Federal employment and to authorize a background investigation. The agency will also ask you to sign and certify the accuracy of all the information in your application. If you make a false statement in any part of your application, you may not be hired; you may be fired after you begin work; or you may be fined or jailed. If you are a male over age 18 who was born after December 31, 1959, you must have registered with the Selective Service System (or have an exemption) to be eligible for a Federal job.
- If applicable, you will be required to serve a trial period of one year.
- In order for you to be employed at the FCC, there are certain Commission and Federal laws governing the financial interests of you and members of your immediate family. If selected for the position, you must submit a financial disclosure statement upon assuming the position.
*NOTE-This position is in the bargaining unit. The exclusive representative is NTEU Chapter 209.
Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.
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.
The FCC offers a wide range of employee benefits, including:
Health Insurance Life Insurance Dental & Vision Insurance Flexible Spending Accounts Long-Term Care Insurance Holidays and Leave Retirement Thrift Savings Plan Transit Benefit Alternative Work Schedule Telecommuting
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.
As this position is being advertised under DEU and Merit Promotion hiring procedures, applicants will be rated on the extent and quality of experience and education relevant to the duties of the position using the hiring procedures outlined below.
In compliance with the OPM Merit Hiring Plan requirements, please be advised that candidates will not be evaluated, selected or hired based on race, sex, color, religion, or national origin.
At the time of application, applicants have the option of answering the following four short, free-response essay questions.
1. How has your commitment to the Constitution and the founding principles of the United States inspired you to pursue this role within the Federal government? Provide a concrete example from professional, academic, or personal experience. 2. In this role, how would you use your skills and experience to improve government efficiency and effectiveness? Provide specific examples where you improved processes, reduced costs, or improved outcomes. 3. How would you help advance the President’s Executive Orders and policy priorities in this role? Identify one or two relevant Executive Orders or policy initiatives that are significant to you, and explain how you would help implement them if hired. 4. How has a strong work ethic contributed to your professional, academic or personal achievements? Provide one or two specific examples, and explain how those qualities would enable you to serve effectively in this position.
Applicants will be required to certify that they are using their own words, and did not use a consultant or AI (such as a large language model [LLM]). The responses to each question cannot exceed 200 words per question.
DEU
What is the Rule of Many
If you ask to be considered under DEU, the FCC adheres to the Rule of Many. The Rule of Many means that more than one applicant can be referred to the hiring manager, not just the top few, nor will candidates be placed into scored qualification categories (i.e. Best Qualified, Fully Qualified, Minimally Qualified). Everyone who meets minimum qualifications and scores 70 or higher may be referred, even if many applicants qualify. There is no fixed limit on how many people can be referred.
What This Means for Applicants
You do not need to be the highest scorer
You must meet the qualification criteria and receive a score of 70 or above
Multiple applicants can be considered fairly
Selection is based on overall qualifications, not just test scores
Veterans preference applies
Merit Promotion
If you ask to be considered under Merit Promotion, you will be considered in accordance with the agency's merit promotion plan and union agreement. Time in grade restrictions apply. Under Merit Promotion procedures, applicants must meet the qualifications criteria and receive a score of 70 or above in order to be deemed as Best Qualified. Candidates who ask to be considered non-competitively also only have to receive a score of 70.
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.
The FCC offers a wide range of employee benefits, including:
Health Insurance Life Insurance Dental & Vision Insurance Flexible Spending Accounts Long-Term Care Insurance Holidays and Leave Retirement Thrift Savings Plan Transit Benefit Alternative Work Schedule Telecommuting
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.
Your resume must clearly document how you meet the specialized experience in order to meet the minimum qualification requirements for this vacancy. Some positions require supplemental document(s). All required supporting documents MUST be received by midnight U.S. Eastern Time of the closing date of the announcement, as specified in this announcement. If you do not submit a required document (e.g. transcripts, etc.) your application will be considered incomplete and you will not receive further consideration. Additionally, you may not receive the special consideration, e.g. Vet's Preference, for which you may be eligible without the appropriate supporting documentation. Once you apply to this vacancy you will be prompted by the system to upload the documents. If you are unable to upload the required documentation, contact the HR Specialist listed on the vacancy announcement prior to 5:00 p.m. U.S. Eastern Time on the closing date of the announcement.
Resumes must include all of the following information outlined below:
Contact Information
Name and how best to contact you, including email address and phone number.
Relevant Work Experience
Job Title and Employer (including series and grade for any Federal positions)
Start and end dates with month/year (e.g., 05/2019 –08/2022)
The number of hours you worked per week
Ensure work experience descriptions are aligned with the job announcement and address all required qualifications. Brief descriptions should demonstrate your ability to perform the tasks at the required level as stated in the job announcement.
Resumes must be formatted as outlined above. If the two page resume criteria and/or the resume formatting requirement is not met candidates will be rated as ineligible and will not be referred for hiring consideration.
The FCC is providing the following applicant resume resources:
ALL CURRENT/FORMER FEDERAL EMPLOYEES AND CURRENT FCC EMPLOYEES MUST provide a legible Personnel Action, SF-50, that verifies your status and highest permanently held grade. If an SF-50 is not submitted, the application will be rated as ineligible.
If you are an ICTAP or CTAP eligible employee you must submit (along with your resume):
1. Copy of separation SF-50 documenting ICTAP/CTAP eligibility 2. Copy of your final federal performance appraisal 3. Copy of official Reduction in Force (RIF) notice 4. Copy of any other document which documents your eligibility for CTAP or ICTAP
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.
Your application, including resume, all supplemental documents, registration information and answers to job specific questions must be received no later than midnight U.S. Eastern time of the closing date. For more information on applying federal jobs, please check this webpage https://help.usajobs.gov/faq/application/process
As outlined in the "Required Documents Details" section of the announcement, resumes must meet be no longer than two pages in length and must meet the resume formatting requirements. If applying online poses a hardship, you may contact either the HR Specialist listed on the vacancy announcement or you may contact the Monster Government Solutions help desk (prior to the closing date of the vacancy announcement) via e-mail at mgshelp@monster.com or you may reach them directly at 866-656-6831. The Monster Help Desk is available Monday-Friday 7:00 am to 7:00 pm EST. NOTE: To be considered for an announced vacancy in the area of consideration within which the employee is eligible to compete, the employee must apply online using the Commission’s automated recruitment system. Employees must submit all necessary application materials identified in the announcement by the specified closing date.
If applying as an ICTAP or CTAP candidate...
The Career Transition Assistance Program (CTAP) and the Interagency Career Transition Assistance Program (ICTAP) are programs designed to afford selection priority to well-qualified Federal employees who meet the definition of a “surplus” or “displaced” employee.
To be eligible for consideration under CTAP you must meet all of the following criteria:
1) Be a current FCC employee who has received an official notice stating that your position is no longer needed, or that you will be separated by reduction in force (RIF);
2) Have a current performance rating of at least "fully successful" or equivalent as substantiated by the submitted/uploaded performance appraisal. This must be submitted with your application package;
3) Occupy a position in the same local commuting area of the vacancy;
4) Apply for a specific vacancy at or below your current grade level with no greater promotion potential than your current position;
5) Meet the application deadline in the announcement; and
6) Be deemed as "qualified" by meeting all of the required qualification criteria.
To be eligible for consideration under ICTAP, you must be a displaced Federal employee and have a current duty station within the local commuting area of this vacancy. You must submit a copy of the appropriate documentation such as a RIF separation notice, a letter from OPM or your agency documenting your priority consideration status with your application package. The following categories of candidates are considered displaced Employees:
Current or former career or career-conditional (tenure group I or II) competitive service employees who:
Received a specific RIF separation notice; or
Separated because of a compensable injury, whose compensation has been terminated, and whose former agency certifies that it is unable to place; or
Retired with a disability and whose disability annuity has been or is being terminated; or
Upon receipt of a RIF separation notice retired on the effective date of the RIF and submits a Standard Form 50 that indicates "Retirement in lieu of RIF", or
Retired under the discontinued service retirement option, or
Separated because he/she declined a transfer of function or directed reassignment to another commuting area.
The additional following types of candidates are considered displaced Employees:
Military/National Guard Technician--you were a Military Reserve or National Guard Technician and now receive a special OPM disability retirement annuity.
To be eligible for consideration under ICTAP you must:
1) Have a current performance rating of at least "fully successful" or equivalent;
2) Occupy (or have been separated from) a position in the same local commuting area of the vacancy;
3) Apply for a specific vacancy at or below the grade level you are being (or have been) separated from that does not have greater promotion potential than your last position;
4) Meet the application deadline; and
5) Be deemed as "qualified" by meeting all of the required qualification criteria.
Federal Communications Commission
45 L Street NE
Washington DC, District of Columbia 20554
United States
Next steps
Applicants are required to take an online skills-based assessment consistent with the OPM Merit Hiring Plan and the Chance to Compete Act. For non-supervisory positions, the estimated time to complete the assessment is approximately 1 hour. For supervisory positions the estimated time to complete the assessment is approximately 1 ½ hours.
Please review all instructions prior to beginning the assessment. You will have the opportunity through the assessment module to request a testing accommodation before beginning the assessments should you have a disability covered under the Rehabilitation Act of 1973 as amended. The FCC will review such requests and will contact you directly, if needed. If you have questions about the accommodations process or a request, please contact the HR Specialist listed on the announcement. The external assessment meets or exceeds the requirements of Section 508 of the Rehabilitation Act.
Once the announcement has closed and the qualifications review process has been completed, the best-qualified candidates will be referred to the hiring official for further consideration and possible interview. You will be notified of the outcome.
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
Your resume must clearly document how you meet the specialized experience in order to meet the minimum qualification requirements for this vacancy. Some positions require supplemental document(s). All required supporting documents MUST be received by midnight U.S. Eastern Time of the closing date of the announcement, as specified in this announcement. If you do not submit a required document (e.g. transcripts, etc.) your application will be considered incomplete and you will not receive further consideration. Additionally, you may not receive the special consideration, e.g. Vet's Preference, for which you may be eligible without the appropriate supporting documentation. Once you apply to this vacancy you will be prompted by the system to upload the documents. If you are unable to upload the required documentation, contact the HR Specialist listed on the vacancy announcement prior to 5:00 p.m. U.S. Eastern Time on the closing date of the announcement.
Resumes must include all of the following information outlined below:
Contact Information
Name and how best to contact you, including email address and phone number.
Relevant Work Experience
Job Title and Employer (including series and grade for any Federal positions)
Start and end dates with month/year (e.g., 05/2019 –08/2022)
The number of hours you worked per week
Ensure work experience descriptions are aligned with the job announcement and address all required qualifications. Brief descriptions should demonstrate your ability to perform the tasks at the required level as stated in the job announcement.
Resumes must be formatted as outlined above. If the two page resume criteria and/or the resume formatting requirement is not met candidates will be rated as ineligible and will not be referred for hiring consideration.
The FCC is providing the following applicant resume resources:
ALL CURRENT/FORMER FEDERAL EMPLOYEES AND CURRENT FCC EMPLOYEES MUST provide a legible Personnel Action, SF-50, that verifies your status and highest permanently held grade. If an SF-50 is not submitted, the application will be rated as ineligible.
If you are an ICTAP or CTAP eligible employee you must submit (along with your resume):
1. Copy of separation SF-50 documenting ICTAP/CTAP eligibility 2. Copy of your final federal performance appraisal 3. Copy of official Reduction in Force (RIF) notice 4. Copy of any other document which documents your eligibility for CTAP or ICTAP
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.
Your application, including resume, all supplemental documents, registration information and answers to job specific questions must be received no later than midnight U.S. Eastern time of the closing date. For more information on applying federal jobs, please check this webpage https://help.usajobs.gov/faq/application/process
As outlined in the "Required Documents Details" section of the announcement, resumes must meet be no longer than two pages in length and must meet the resume formatting requirements. If applying online poses a hardship, you may contact either the HR Specialist listed on the vacancy announcement or you may contact the Monster Government Solutions help desk (prior to the closing date of the vacancy announcement) via e-mail at mgshelp@monster.com or you may reach them directly at 866-656-6831. The Monster Help Desk is available Monday-Friday 7:00 am to 7:00 pm EST. NOTE: To be considered for an announced vacancy in the area of consideration within which the employee is eligible to compete, the employee must apply online using the Commission’s automated recruitment system. Employees must submit all necessary application materials identified in the announcement by the specified closing date.
If applying as an ICTAP or CTAP candidate...
The Career Transition Assistance Program (CTAP) and the Interagency Career Transition Assistance Program (ICTAP) are programs designed to afford selection priority to well-qualified Federal employees who meet the definition of a “surplus” or “displaced” employee.
To be eligible for consideration under CTAP you must meet all of the following criteria:
1) Be a current FCC employee who has received an official notice stating that your position is no longer needed, or that you will be separated by reduction in force (RIF);
2) Have a current performance rating of at least "fully successful" or equivalent as substantiated by the submitted/uploaded performance appraisal. This must be submitted with your application package;
3) Occupy a position in the same local commuting area of the vacancy;
4) Apply for a specific vacancy at or below your current grade level with no greater promotion potential than your current position;
5) Meet the application deadline in the announcement; and
6) Be deemed as "qualified" by meeting all of the required qualification criteria.
To be eligible for consideration under ICTAP, you must be a displaced Federal employee and have a current duty station within the local commuting area of this vacancy. You must submit a copy of the appropriate documentation such as a RIF separation notice, a letter from OPM or your agency documenting your priority consideration status with your application package. The following categories of candidates are considered displaced Employees:
Current or former career or career-conditional (tenure group I or II) competitive service employees who:
Received a specific RIF separation notice; or
Separated because of a compensable injury, whose compensation has been terminated, and whose former agency certifies that it is unable to place; or
Retired with a disability and whose disability annuity has been or is being terminated; or
Upon receipt of a RIF separation notice retired on the effective date of the RIF and submits a Standard Form 50 that indicates "Retirement in lieu of RIF", or
Retired under the discontinued service retirement option, or
Separated because he/she declined a transfer of function or directed reassignment to another commuting area.
The additional following types of candidates are considered displaced Employees:
Military/National Guard Technician--you were a Military Reserve or National Guard Technician and now receive a special OPM disability retirement annuity.
To be eligible for consideration under ICTAP you must:
1) Have a current performance rating of at least "fully successful" or equivalent;
2) Occupy (or have been separated from) a position in the same local commuting area of the vacancy;
3) Apply for a specific vacancy at or below the grade level you are being (or have been) separated from that does not have greater promotion potential than your last position;
4) Meet the application deadline; and
5) Be deemed as "qualified" by meeting all of the required qualification criteria.
Federal Communications Commission
45 L Street NE
Washington DC, District of Columbia 20554
United States
Next steps
Applicants are required to take an online skills-based assessment consistent with the OPM Merit Hiring Plan and the Chance to Compete Act. For non-supervisory positions, the estimated time to complete the assessment is approximately 1 hour. For supervisory positions the estimated time to complete the assessment is approximately 1 ½ hours.
Please review all instructions prior to beginning the assessment. You will have the opportunity through the assessment module to request a testing accommodation before beginning the assessments should you have a disability covered under the Rehabilitation Act of 1973 as amended. The FCC will review such requests and will contact you directly, if needed. If you have questions about the accommodations process or a request, please contact the HR Specialist listed on the announcement. The external assessment meets or exceeds the requirements of Section 508 of the Rehabilitation Act.
Once the announcement has closed and the qualifications review process has been completed, the best-qualified candidates will be referred to the hiring official for further consideration and possible interview. You will be notified of the outcome.
Fair and transparent
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
