This job announcement has closed

The VA Salt Lake City HealthCare System is recruiting for a Medical Support Assistant. The Medical Support Assistant (MSA) position is located within Health Administrative Services(HAS) and will support greeting/customer service functions and telephone operations in the main facility.

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Reviewing applications

Open & closing dates

04/22/2025 to 05/05/2025
Salary

$41,771 - $68,191 per year
Pay scale & grade

GS 3 - 5
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Location

1 vacancy in the following location:
- Salt Lake City, UT
Remote job

No
Telework eligible

No
Travel Required

Not required
Relocation expenses reimbursed

No
Appointment type

Permanent
Work schedule

Full-time
Service

Competitive
Promotion potential

5
Job family (Series)
- 0679 Medical Support Assistance
Supervisory status

No
Security clearance

Other
Drug test

No
Position sensitivity and risk

Non-sensitive (NS)/Low Risk
Trust determination process
- Credentialing
- Suitability/Fitness
Financial disclosure

No
Bargaining unit status

Yes
Announcement number

CBSU-12728102-25-CTR
Control number

835698400

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Clarification from the agency

The first Area of Consideration will be Current VA Employees to the facility; 2nd area of consideration will be all other VA Employees; 3rd consideration will be all Current permanent Federal Employees.

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Duties for a Medical Support Assistant (MSA), at the full performance level of a GS-679-5 include:

Customer Service including greeting Veterans and directing them to appointment locations.
- Checking patients in or out of appointments.
- Scheduling, canceling, re-scheduling patient's appointments and/or consults.- Receiving and placing telephone calls, scanning and faxes.
- Resolving simple to moderate problems.
- Monitoring appointments for areas of responsibility.
- Provides coverage for other units.
- Reviewing and updating bed board.
- Verifying and updating demographics and insurance information.
- Performing basic eligibility, co-payments and preauthorization requirements for specific coverage.
- Interfaces with personal computer applications as well as numerous VA specific applications such as VISTA, CPRS, VSE GUE and other scheduling related software
- Creating, editing, and mailing correspondence that has not been pre-prepared using templated forms
- Performs other assigned duties.

Work Schedule: Monday-Friday 10:00-18:30 (weekends may be required)
Telework: Not Available.
Virtual: This is not a virtual position.
Functional Statement #:52574A

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Conditions of Employment

You must be a U.S. Citizen to apply for this job.
Selective Service Registration is required for males born after 12/31/1959.
Must be proficient in written and spoken English.
You may be required to serve a probationary period.
Subject to background/security investigation.
Selected applicants will be required to complete an online onboarding process.
Must pass TB test.
Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).

Qualifications

Basic Requirements:

Citizenship: Citizen of the United States. (Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.g.).
English Language Proficiency: MSAs must be proficient in spoken and written English
Experience: Six (6) months experience of clerical, office, [customer service], or other [administrative] work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position, OR;
Education: One (1) year above high school, OR;
Experience/Education Combination: Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. (May qualify based on being covered by the Grandfathering Provision as described in the VA Qualification Standard for this occupation (only applicable to current VHA employees who are in this occupation and meet the criteria).

GRADE REQUIREMENTS .Creditable Experience: Must have demonstrated the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities [or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting].

Grade Determinations: In addition to the Basic Requirements listed above, the following education and experience criteria must be met when determining the grade of candidates:

Medical Support Assistant, GS-3(a)Experience or Education. None beyond the basic requirements.(b)
Assignment. This is an entry level MSA position. It is expected that MSAs at this level receive guidance from more experienced staff members and require frequent and direct supervision. At this level, MSAs apply general rules and policies relating to clinic functions, staff, and automated data processing methods in support of treatment to patients. They utilize a variety of patient data systems in scheduling patients for treatment and annotates patient records. They make and cancel appointments, review patient records for necessary information, and review patient demographics and insurance verification.(c)
Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate ALL of the KSAs below: i. Ability to meet, communicate, and interact with individuals in a courteous and helpful manner in order to give instructions and arrange appointments. ii. Ability to utilize computer systems to enter administrative data in patient systems. iii. Ability to learn and utilize basic medical terminology to record patient messages and physician requests pertaining to follow-up medical care.

Medical Support Assistant, GS-4(a) Experience. One year of experience in clerical, office, customer service, or other administrative work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position; OR,(b)Education. Two years of education above high school.(c)Assignment. This is a developmental level MSA position. It is expected that MSAs at this level receive minor and less frequent guidance from higher experienced staff members for more difficult tasks. Assignments at this level include, but are not limited to: scheduling and rescheduling patients for treatment; interviewing patients for appointments; referring patients to other medical specialty clinics; providing information to patients necessary to resolve complaints; interacting with both internal and external customers; reviewing and documenting medical outpatient and inpatient electronic health records, as well as administrative records; verifying third party insurance and updating information; obtaining medical information from patients; and coordinating information and actions related to patient care and services.(d)
Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate ALL of the KSAs below. Ability to meet, communicate, and interact with individuals from varying backgrounds and other health care team members in a courteous and helpful manner in order to facilitate medical care for patients,. Ability to use, and navigate between, various types of office automation equipment and software (i.e. computer systems, web based scheduling programs; insurance collection system; scanning software, multiple line phone systems; electronic faxing programs) to support patient care. iii. Knowledge of basic medical terminology to assist in the provision of care to patients .iv. Skill in recording patient messages and understanding physician requests pertaining to follow-up medical care in internal or external clinics.

Medical Support Assistant, GS-5(a) Experience. One year of experience equivalent to the GS-4 grade level; Experience includes: Ability to meet, communicate, and interact with individuals from varying backgrounds and other health care team members in a courteous and helpful manner in order to facilitate medical care for patients; Ability to use, and navigate between, various types of office automation equipment and software (i.e. computer systems, web based scheduling programs; insurance collection system; scanning software, multiple line phone systems; electronic faxing programs) to support patient care; Advanced knowledge of medical terminology to assist in the provision of care to patients; Skill in recording patient messages and understanding physician requests pertaining to follow-up medical care in internal or external clinics. OR,(b)Education. Four years of education above high school.(c)Assignment. This is the full performance level for MSAs. At this level, the MSA independently performs a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting. The MSA is responsible for answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit, scheduling appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines. Assignments at this level include, but are not limited to: scheduling, canceling, re-scheduling patient appointments and/or consults; entering no-show information; monitoring appointment requests from multiple electronic sources; participating in huddles with other MSAs and/or clinic staff to determine the daily needs of the clinic.(d)
Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate ALL of the KSAs below: i. Ability to operate computerized programs and [systems] in order to enter, modify, and retrieve sensitive medical and patient identifying information (PII) into or from electronic [health] records, scheduling systems, and/or reports. ii. Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients. Ability to schedule medical appointments in a clinical setting. iv. Ability to work independently in the accomplishment of a wide variety of duties performing patient support work. v. Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers.vi. Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution.

References: VA Handbook 5005/117, Part II, Appendix G45The full performance level of this vacancy is GS-5. The actual grade at which an applicant may be selected for this vacancy is in the range of GS-3 to GS-5.

Physical Requirements: The work is primarily sedentary. Physical demands do not exceed those of a typical office setting. There may be some walking, standing twisting, turning, sitting, pushing, bending, repetitive keyboarding, or carrying of light items. Some positions may require sitting for long periods of time at a computer terminal typing data while talking on a telephone headset.

Education

IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education.

Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.

Additional information

During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions.

This job opportunity announcement may be used to fill additional vacancies.

This position is in the Excepted Service and does not confer competitive status.VA encourages persons with disabilities to apply. The health-related positions in VA are covered by Title 38, and are not covered by the Schedule A excepted appointment authority.

If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement.

Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act.

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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.

Review our 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.

You will be evaluated for this job based on how well you meet the qualifications above.

IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE MAY NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Your application, resume, C.V., and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect consideration for employment.

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; religions; 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 Department of Veterans Affairs performs pre-employment reference checks as an assessment method used in the hiring process to verify information provided by a candidate (e.g., on resume or during interview or hiring process); gain additional knowledge regarding a candidate's abilities; and assist a hiring manager with making a final selection for a position.

It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.

Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.

Help
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.

Review our 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.
As a new or existing federal employee, you and your family may have access to a range of benefits. Your benefits depend on the type of position you have - whether you're a permanent, part-time, temporary or an intermittent employee. You may be eligible for the following benefits, however, check with your agency to make sure you're eligible under their policies.

To apply for this position, you must provide a complete Application Package which includes:

1. Your resume (and/or curriculum vitae) must include the following information for each job listed:
- Job title
- Pay Plan and Grades/Step Held (for Federal positions)
- Duties (Please be as detailed as possible. We recommend that you include information directly related to the position you are applying to. Good examples of pertinent information can be found in the Duties and Qualifications sections of the announcement.
- If you have performed any of those duties or have any of that experience, we are looking for that on your resume. We make no assumptions regarding experience. It must be on the resume under the position it was performed in at the proper grade level to count towards qualifications.
- Month & year start/end dates (e.g., June 2007 to April 2008)
- Full-time or part-time status (include hours worked per week)
2. SF-50, Notification of Personnel Action: Your most current SF-50, if you are a current or former Federal employee (VA or any other Federal Agency) must be provided. Please note the following. The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position.

SF-50, Notification of Personnel Action (for Eligibility and/or Time-in-Grade):
- If you are a current federal employee, you must attach your most recent, non-award SF-50.
- This SF-50 should not be more than a year old and must show your current position, grade and step. Award SF-50's typically do not provide sufficient information and will not be accepted if they do not include Grade and Step.
- In order to clearly demonstrate you possess the time-in-grade as required by the announcement, additional SF-50s should be attached which clearly demonstrate the minimum time-in-grade requirement.
Examples of appropriate SF-50's include:
- Within grade increases at the highest grade held
- Promotions with an effective date more than one year old
- SF-50's at the highest grade held with an effective date more than one year old
Please use this checklist to ensure you have included all documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50's (current/former Federal employees), etc.

Veterans' Preference: When applying for Federal Jobs, eligible Veterans should claim preference for 5pt (TP), 10pt (CP/CPS/XP), or for Sole Survivor Preference (SSP) in the questionnaire. You must provide a legible copy of your DD214(s) which shows dates and character of service (honorable, general, etc.). If you are currently serving on active duty and expect to be released or discharged within 120 days you must submit documentation related to your active duty service which reflects the dates of service, character of service (honorable, general, etc.), and dates of impending separation. Additionally, disabled veterans and others eligible for 10-point preference (such as widows or mothers of eligible Veterans) must also submit an SF-15 "Application for 10 Point Veteran Preference" with required proof as stated on the form. Documentation is required to award preference. For more information on Veterans' Preference, please visit Feds Hire Vets - Veterans - Job Seekers - Veterans' Preference.

Veterans' preference does not apply for internal or other current permanent Federal agency employees.

If you are relying on your education to meet qualification requirements:

Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.

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.
All applicants are encouraged to apply online. To apply for this position, you must complete the full questionnaire and submit the documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on 5/05/2025 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12728102
1. To begin, click Apply Online to create a USAJOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents and complete the occupational questionnaire.
2. Click Submit My Answers to submit your application package.
NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date. To verify your application is complete, log into your USA JOBS account, https://my.usajobs.gov/Account/Login, select the Application Status link and then select the more information link for this position. The Details page will display the status of your application, the documentation received and processed, and any correspondence the agency has sent related to this application. Your uploaded documents may take several hours to clear the virus scan process. To return to an incomplete application, log into your USA JOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USA JOBS account or your application will be incomplete.
Read more

Agency contact information

VISN 19 HR Contact Center

Phone

719-227-4600

Email

V19USAJOBS@VA.GOV

Address

VA Salt Lake City Health Care System
500 Foothill Drive
Salt Lake City, UT 84148
US

Next steps
All applicants are encouraged to apply online. To apply for this position, you must complete the full questionnaire and submit the documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on 10/03/2024 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12728102.
1. To begin, click Apply Online to create a USAJOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents and complete the occupational questionnaire.
2. Click Submit My Answers to submit your application package.
NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.

To verify your application is complete, log into your USA JOBS account, https://my.usajobs.gov/Account/Login, select the Application Status link and then select the more information link for this position. The Details page will display the status of your application, the documentation received and processed, and any correspondence the agency has sent related to this application. Your uploaded documents may take several hours to clear the virus scan process. To return to an incomplete application, log into your USA JOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USA JOBS account or your application will be incomplete.
Read more
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.

Help

To apply for this position, you must provide a complete Application Package which includes:

1. Your resume (and/or curriculum vitae) must include the following information for each job listed:

Job title
Pay Plan and Grades/Step Held (for Federal positions)
Duties (Please be as detailed as possible. We recommend that you include information directly related to the position you are applying to. Good examples of pertinent information can be found in the Duties and Qualifications sections of the announcement.
If you have performed any of those duties or have any of that experience, we are looking for that on your resume. We make no assumptions regarding experience. It must be on the resume under the position it was performed in at the proper grade level to count towards qualifications.
Month & year start/end dates (e.g., June 2007 to April 2008)
Full-time or part-time status (include hours worked per week)

2. SF-50, Notification of Personnel Action: Your most current SF-50, if you are a current or former Federal employee (VA or any other Federal Agency) must be provided. Please note the following. The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position.

SF-50, Notification of Personnel Action (for Eligibility and/or Time-in-Grade):

If you are a current federal employee, you must attach your most recent, non-award SF-50.
This SF-50 should not be more than a year old and must show your current position, grade and step. Award SF-50's typically do not provide sufficient information and will not be accepted if they do not include Grade and Step.
In order to clearly demonstrate you possess the time-in-grade as required by the announcement, additional SF-50s should be attached which clearly demonstrate the minimum time-in-grade requirement.

Examples of appropriate SF-50's include:

Within grade increases at the highest grade held
Promotions with an effective date more than one year old
SF-50's at the highest grade held with an effective date more than one year old

Please use this checklist to ensure you have included all documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50's (current/former Federal employees), etc.

Veterans' Preference: When applying for Federal Jobs, eligible Veterans should claim preference for 5pt (TP), 10pt (CP/CPS/XP), or for Sole Survivor Preference (SSP) in the questionnaire. You must provide a legible copy of your DD214(s) which shows dates and character of service (honorable, general, etc.). If you are currently serving on active duty and expect to be released or discharged within 120 days you must submit documentation related to your active duty service which reflects the dates of service, character of service (honorable, general, etc.), and dates of impending separation. Additionally, disabled veterans and others eligible for 10-point preference (such as widows or mothers of eligible Veterans) must also submit an SF-15 "Application for 10 Point Veteran Preference" with required proof as stated on the form. Documentation is required to award preference. For more information on Veterans' Preference, please visit Feds Hire Vets - Veterans - Job Seekers - Veterans' Preference.

Veterans' preference does not apply for internal or other current permanent Federal agency employees.

If you are relying on your education to meet qualification requirements:

Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.

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.

Help

All applicants are encouraged to apply online. To apply for this position, you must complete the full questionnaire and submit the documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on 5/05/2025 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12728102

To begin, click Apply Online to create a USAJOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents and complete the occupational questionnaire.
Click Submit My Answers to submit your application package.

NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date. To verify your application is complete, log into your USA JOBS account, https://my.usajobs.gov/Account/Login, select the Application Status link and then select the more information link for this position. The Details page will display the status of your application, the documentation received and processed, and any correspondence the agency has sent related to this application. Your uploaded documents may take several hours to clear the virus scan process. To return to an incomplete application, log into your USA JOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USA JOBS account or your application will be incomplete.

Agency contact information

VISN 19 HR Contact Center

Phone: 719-227-4600
Email: V19USAJOBS@VA.GOV
Address: VA Salt Lake City Health Care System
500 Foothill Drive
Salt Lake City, UT 84148
US

Next steps

All applicants are encouraged to apply online. To apply for this position, you must complete the full questionnaire and submit the documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on 10/03/2024 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12728102.

To begin, click Apply Online to create a USAJOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents and complete the occupational questionnaire.
Click Submit My Answers to submit your application package.

NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.

To verify your application is complete, log into your USA JOBS account, https://my.usajobs.gov/Account/Login, select the Application Status link and then select the more information link for this position. The Details page will display the status of your application, the documentation received and processed, and any correspondence the agency has sent related to this application. Your uploaded documents may take several hours to clear the virus scan process. To return to an incomplete application, log into your USA JOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USA JOBS account or your application will be incomplete.

The Federal hiring process is set up to be fair and transparent. Please read the following guidance.

This job announcement has closed

Help

Reviewing applications

Open & closing dates

04/22/2025 to 05/05/2025
Salary

$41,771 - $68,191 per year
Pay scale & grade

GS 3 - 5
Location

1 vacancy in the following location:
- Salt Lake City, UT
Remote job

No
Telework eligible

No
Travel Required

Not required
Relocation expenses reimbursed

No
Appointment type

Permanent
Work schedule

Full-time
Service

Competitive
Promotion potential

5
Job family (Series)
- 0679 Medical Support Assistance
Supervisory status

No
Security clearance

Other
Drug test

No
Position sensitivity and risk

Non-sensitive (NS)/Low Risk
Trust determination process
- Credentialing
- Suitability/Fitness
Financial disclosure

No
Bargaining unit status

Yes
Announcement number

CBSU-12728102-25-CTR
Control number

835698400

This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov/job/835698400. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.

Medical Support Assistant

Summary

Overview

Open & closing dates

Salary

Pay scale & grade

Location

Remote job

Telework eligible

Travel Required

Relocation expenses reimbursed

Appointment type

Work schedule

Service

Promotion potential

Job family (Series)

Supervisory status

Security clearance

Drug test

Position sensitivity and risk

Trust determination process

Financial disclosure

Bargaining unit status

Announcement number

Control number

This job is open to

Clarification from the agency

Videos

Duties

Requirements

Conditions of Employment

Qualifications

Education

Additional information

How You Will Be Evaluated

Required Documents

If you are relying on your education to meet qualification requirements:

How to Apply

Agency contact information

Next steps

Fair & Transparent