The position description number for this position is 6F146S. A summary of the major duties is listed below. You may also view the full position description on the Agency intranet at the following link: PD Search
Selectees provide first-line supervision and technical guidance over workload processing, operating procedures, automated systems, security requirements, and personnel assigned to a unit within a Social Security Administration (SSA) Teleservice Center (TSC).
TYPE OF POSITION: Permanent
Summary
The position description number for this position is 6F146S. A summary of the major duties is listed below. You may also view the full position description on the Agency intranet at the following link: PD Search
Selectees provide first-line supervision and technical guidance over workload processing, operating procedures, automated systems, security requirements, and personnel assigned to a unit within a Social Security Administration (SSA) Teleservice Center (TSC).
Supervises employees who provide comprehensive information and referral services to the public concerning SSA programs and applicable State and Federal benefit programs.
Ensures work is performed in accordance with established policies, procedures, quality standards, and customer service expectations.
Monitors workload demands and employee schedules throughout the workday and adjusts assignments, as needed, to maintain adequate staffing levels and ensure timely response to public inquiries while meeting established service objectives.
Ensures employees receive timely instruction on program and policy changes, including coordinating and conducting training when formal training opportunities are limited.
Develops and implements training plans for new and developmental employees, assigns work that supports skill development, and monitors employee progress to ensure successful performance.
Provides ongoing technical guidance and coaching to employees to ensure effective use of TSC systems, automated tools, and telecommunications technology.
Monitors employee proficiency in processing delegated post-entitlement (PE) actions and other assigned workloads, identifies training needs, and provides instruction to promote timely, accurate, and efficient work performance.
For GS-11, you must have one year of specialized experience the GS-09 grade level which is in or related to the work of the position to be filed and has equipped the applicant with the particular knowledge, skills and abilities to successfully perform the duties of the position. To qualify for this position your experience should demonstrate experience:
applying management techniques and principles to ensure the accomplishment of program objectives with combined technical and administrative oversight; OR
applying policies, procedures, or other official guidance to oversee the planning, development, and implementation of contact center operations; AND
communicating effectively with internal and external customers.
Qualification requirements must be met by the closing date of this announcement.
Applicants for promotion must have 52 weeks at GS-09.
Time in grade requirement must be met by the closing date of this announcement.
Education
This job does not have an education qualification requirement.
NONCOMPETITIVE CONSIDERATION DUE TO SPECIAL HIRING AUTHORITY
Applications for noncompetitive consideration will be accepted from SSA employees in the area of consideration who are currently serving under the following types of appointments: Schedule A, Reg. 213.3102 (U) appointments for individuals with disabilities; Veterans Recruitment Appointments; and time limited appointments for veterans with a compensable service-connected disability of 30% or more. Applicants serving under these provisions do not need to submit copies of your disability or Veteran's documentation.However, you must submit a current SF-50 that provides information on the appointment authority under which you were hired. Otherwise, you will not receive non-competitive consideration.
NOTE: Excepted service employees serving under Schedule A appointments for Attorney positions or Pathways Programs appointments (Presidential Management Fellows, Recent Graduates, and Interns) are not eligible for consideration.
This is a non-bargaining unit position to be filled under the provisions of the Management Officials Promotion Plan. The best-qualified list for this vacancy may be used to fill the same or similar positions in a component(s) under the same Deputy Commissioner. Additional selections may be made within 6 months of the date the best qualified list is issued.
LOCALITY PAY: Salary will be set in accordance with locality pay provisions. Candidates currently receiving a higher locality pay than the office applied for are advised that should they be selected, they will lose entitlement to the higher locality pay.
Selected employee is subject to the completion of a 1-year probationary period for a supervisory position unless the employee served in such a position before August 11, 1979, or has completed one.
Relocation expenses will not be paid.
This is a moderate risk public trust position. The selected employee will be required to complete a Standard Form 85P, Questionnaire for Public Trust Positions, in order to have the appropriate investigation conducted, unless the employee has been previously certified eligible to occupy a position at this level.
This is a non-critical sensitive position. The selected employee will be required to complete a Standard Form 86, Questionnaire for Sensitive Positions, in order to have the appropriate investigation conducted, unless the employee has been previously certified eligible to occupy a position at this level.
POTENTIAL TOUR(S) OF DUTY FOR EACH LOCATION ARE LOCATED IN THE HOW TO APPLY SECTION
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.
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.
Applicants will be rated based on the following knowledge, skills, and abilities:
Knowledge of contact or call center operations, programs, goals, and objectives.
Ability to lead and motivate others in order to plan and direct work.
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.
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.
The following section provides information on supporting documentation that must be submitted.
We encourage you to submit a two-page resume for OPM compliance, as well as the SSA-45 under "Other," to ensure that all your qualifications are fully considered.
Per OPM's new resume guidance, resumes must be limited to 2 pages only. Additional documents such as the SSA-45 may be uploaded using the 'Other documents' option.
SSA-45 (all applicants)
SF-50 that provides information on the appointment authority under which you were hired (applicants for Noncompetitive Consideration due to a Special Hiring Authority only)
Your SSA-45 must provide all of the information necessary to make qualifications determinations (e.g., all experience related to your qualifications for this position, full performance level of your current position, the dates at each grade level of your current or prior career-ladder position(s), etc.). These documents will be referred to the selecting official if you are eligible for the best qualified list. Employees' Official Personnel Folders will not be reviewed.
Your SSA-45 must specifically demonstrate, in your own words, the possession of the required experience related to the minimum qualifications, selective placement factors and/or evaluation criteria. Information that is copied or restated language from the vacancy announcement, rating criteria, KSAs and/or position description will not be considered. If this occurs, you may lose consideration for one or more grade levels or found ineligible.
Please follow all instructions carefully. Errors or omissions may affect your eligibility. When answering the questionnaire, remember that your experience is subject to verification by the selecting official. You may be asked to provide specific examples or documentation of experience to support your answers, or you may be required to verify a response by a practical demonstration of your claimed ability to perform a task.
Notice Concerning Materially False, Fictitious, or Fraudulent Statements
Anything you claim in the occupational questionnaire or in your SSA-45 may be subject to verification. By completing the electronic application process, you are certifying that any statements you make are true, complete, and correct to the best of your knowledge and belief and are made in good faith. Materially false, fictitious, or fraudulent statements or representations are subject to disciplinary action.
To apply for this position, you must provide a complete Application Package which includes:
The Occupational Questionnaire: Click on the Apply Online button to create an account or log into your existing USAJOBS account and follow the prompts to complete the occupational questionnaire.
Additional Required Documents, if applicable (See Required Documents section).
The complete Application Package must be submitted before 11:59 p.m. (EST) on 10/16/2026. Failure to upload any required documents will disqualify your application from consideration.
If you use assistive software or an adaptive device, or you are experiencing some other type of technical difficulty and/or otherwise require assistance with the application process, please contact Cassandra Harris at Cassandra.Harris@ssa.gov.
Individuals with hearing or speech disabilities may use the listed email or 7-1-1 for TTY-based Telecommunications Relay Services to call the listed phone number. Additional Telecommunications Relay Services options are available in each state: https://www.fcc.gov/general/trs-state-and-territories
APPLYING FROM A PERSONAL COMPUTER OUTSIDE OF WORK
SSA employees may access Internal Vacancies On-Line (IVOL) postings and apply for vacancies from locations outside of SSA (e.g., from home, public computer, etc.). Please use the following link: https://www.ssa.gov/careers/ivol. Be sure to forward the link and other application materials (such as the SSA-45) to an email source accessible from outside of SSA (e.g., your personal computer, etc.).
Due to our security procedures, our office will not accept any applications submitted via email, standard mail, or facsimile sent directly to the Servicing Personnel Office. Applicants are required to file through the online application process. The email address is listed only for inquiries about the position or the How to Apply process.
To check the status of your application or return to a previous or incomplete application, log in to your USAJOBS account.
Tour(s) of Duty
Baltimore 7:45am-4:15pm; 10:30am-7:00pm EST
Philadelphia 7:45am-4:15:pm; 10:30am-7:00pm; 11:00am-7:30pm EST
Woodlawn TSC 7:45am-4:15pm; 8:00am-4:30pm EST
Birmingham 8:30am-5:00pm; 10:30am-7:00pm CST
Ft. Lauderdale 7:45am-4:15pm; 9:15am-5:45pm EST
Tampa 7:45am-4:15am EST
Seattle 8:30 AM-5:00pm; 11:00am-7:30pm PST
Wilkes Barre 7:00am-3:30pm; 9:00am-5:30pm; 2:00pm-10:30pm EST; 4:00pm-12:30am EST
Oakland 8:00am-4:30pm; 9:00am-5:30pm PST
Los Angeles 8:00am-4:30pm; 9:00am-5:30pm PST
Phoenix 8:00am-4:30pm; 9:00am-5:30pm (During Daylight Saving Time-PST, During Standard Time MST)
Albuquerque 8:00am-4:30pm; 10:30am-7:00pm MST
Dallas 8:30am-5:00pm CST
Houston 8:30am-5:00pm CST
Kansas City 8:00am-4:30pm CST
Hackensack 7:45am-4:15pm EST
Jamaica 7:45am-4:15pm EST
San Juan 7:45am-4:15pm EST
Chicago 8:00am-4:30pm; 9:00am 5:30pm CST
Cincinnati 7:45am-4:15pm EST
Detroit 7:45am-4:15pm EST
PHONE OPERATIONS ALL DIVISIONS
6401 SECURITY BLVD
4123 ANNEX
6401 SECURITY BLVD
BALTIMORE, MD 21235
US
Next steps
After all of the applications have been evaluated, you will receive notification via email explaining the status of your application. If you applied incorrectly or submitted an incomplete application, we will be unable to send you an electronic receipt of your application. Please read the How to Apply instructions carefully to ensure that you submit a complete application.
To check the status of your application or return to a previous or incomplete application, log in to your USAJOBS account, select Application Status, and click on the more information link under the application status for this position.
Selection interviews may be conducted with one or more of the candidates, but there is no requirement that interviews be conducted. The hiring office will contact candidates directly for interviews. Interviews may be conducted via video conferencing software, if technically feasible. Applicants referred for consideration will receive a final disposition notice after selections have been made.
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
The following section provides information on supporting documentation that must be submitted.
We encourage you to submit a two-page resume for OPM compliance, as well as the SSA-45 under "Other," to ensure that all your qualifications are fully considered.
Per OPM's new resume guidance, resumes must be limited to 2 pages only. Additional documents such as the SSA-45 may be uploaded using the 'Other documents' option.
SSA-45 (all applicants)
SF-50 that provides information on the appointment authority under which you were hired (applicants for Noncompetitive Consideration due to a Special Hiring Authority only)
Your SSA-45 must provide all of the information necessary to make qualifications determinations (e.g., all experience related to your qualifications for this position, full performance level of your current position, the dates at each grade level of your current or prior career-ladder position(s), etc.). These documents will be referred to the selecting official if you are eligible for the best qualified list. Employees' Official Personnel Folders will not be reviewed.
Your SSA-45 must specifically demonstrate, in your own words, the possession of the required experience related to the minimum qualifications, selective placement factors and/or evaluation criteria. Information that is copied or restated language from the vacancy announcement, rating criteria, KSAs and/or position description will not be considered. If this occurs, you may lose consideration for one or more grade levels or found ineligible.
Please follow all instructions carefully. Errors or omissions may affect your eligibility. When answering the questionnaire, remember that your experience is subject to verification by the selecting official. You may be asked to provide specific examples or documentation of experience to support your answers, or you may be required to verify a response by a practical demonstration of your claimed ability to perform a task.
Notice Concerning Materially False, Fictitious, or Fraudulent Statements
Anything you claim in the occupational questionnaire or in your SSA-45 may be subject to verification. By completing the electronic application process, you are certifying that any statements you make are true, complete, and correct to the best of your knowledge and belief and are made in good faith. Materially false, fictitious, or fraudulent statements or representations are subject to disciplinary action.
To apply for this position, you must provide a complete Application Package which includes:
The Occupational Questionnaire: Click on the Apply Online button to create an account or log into your existing USAJOBS account and follow the prompts to complete the occupational questionnaire.
Additional Required Documents, if applicable (See Required Documents section).
The complete Application Package must be submitted before 11:59 p.m. (EST) on 10/16/2026. Failure to upload any required documents will disqualify your application from consideration.
If you use assistive software or an adaptive device, or you are experiencing some other type of technical difficulty and/or otherwise require assistance with the application process, please contact Cassandra Harris at Cassandra.Harris@ssa.gov.
Individuals with hearing or speech disabilities may use the listed email or 7-1-1 for TTY-based Telecommunications Relay Services to call the listed phone number. Additional Telecommunications Relay Services options are available in each state: https://www.fcc.gov/general/trs-state-and-territories
APPLYING FROM A PERSONAL COMPUTER OUTSIDE OF WORK
SSA employees may access Internal Vacancies On-Line (IVOL) postings and apply for vacancies from locations outside of SSA (e.g., from home, public computer, etc.). Please use the following link: https://www.ssa.gov/careers/ivol. Be sure to forward the link and other application materials (such as the SSA-45) to an email source accessible from outside of SSA (e.g., your personal computer, etc.).
Due to our security procedures, our office will not accept any applications submitted via email, standard mail, or facsimile sent directly to the Servicing Personnel Office. Applicants are required to file through the online application process. The email address is listed only for inquiries about the position or the How to Apply process.
To check the status of your application or return to a previous or incomplete application, log in to your USAJOBS account.
Tour(s) of Duty
Baltimore 7:45am-4:15pm; 10:30am-7:00pm EST
Philadelphia 7:45am-4:15:pm; 10:30am-7:00pm; 11:00am-7:30pm EST
Woodlawn TSC 7:45am-4:15pm; 8:00am-4:30pm EST
Birmingham 8:30am-5:00pm; 10:30am-7:00pm CST
Ft. Lauderdale 7:45am-4:15pm; 9:15am-5:45pm EST
Tampa 7:45am-4:15am EST
Seattle 8:30 AM-5:00pm; 11:00am-7:30pm PST
Wilkes Barre 7:00am-3:30pm; 9:00am-5:30pm; 2:00pm-10:30pm EST; 4:00pm-12:30am EST
Oakland 8:00am-4:30pm; 9:00am-5:30pm PST
Los Angeles 8:00am-4:30pm; 9:00am-5:30pm PST
Phoenix 8:00am-4:30pm; 9:00am-5:30pm (During Daylight Saving Time-PST, During Standard Time MST)
Albuquerque 8:00am-4:30pm; 10:30am-7:00pm MST
Dallas 8:30am-5:00pm CST
Houston 8:30am-5:00pm CST
Kansas City 8:00am-4:30pm CST
Hackensack 7:45am-4:15pm EST
Jamaica 7:45am-4:15pm EST
San Juan 7:45am-4:15pm EST
Chicago 8:00am-4:30pm; 9:00am 5:30pm CST
Cincinnati 7:45am-4:15pm EST
Detroit 7:45am-4:15pm EST
PHONE OPERATIONS ALL DIVISIONS
6401 SECURITY BLVD
4123 ANNEX
6401 SECURITY BLVD
BALTIMORE, MD 21235
US
Next steps
After all of the applications have been evaluated, you will receive notification via email explaining the status of your application. If you applied incorrectly or submitted an incomplete application, we will be unable to send you an electronic receipt of your application. Please read the How to Apply instructions carefully to ensure that you submit a complete application.
To check the status of your application or return to a previous or incomplete application, log in to your USAJOBS account, select Application Status, and click on the more information link under the application status for this position.
Selection interviews may be conducted with one or more of the candidates, but there is no requirement that interviews be conducted. The hiring office will contact candidates directly for interviews. Interviews may be conducted via video conferencing software, if technically feasible. Applicants referred for consideration will receive a final disposition notice after selections have been made.
Fair and transparent
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
