Job Listing: Contact Representative (OA)

Duty Locations

 1 vacancy - Wichita, KS

Why work for SSA?

SSA is searching for individuals who are eager to help others and reach their own potential at the same time. You can be a vital part of the SSA team that assists millions of retired and disabled workers, their dependents, and survivors. Serving people from all walks of life, you will assist individuals in establishing entitlement to benefits under Social Security programs. Join SSA and make a difference in people's lives and your own!

What is the position?

Contact Representative's are the first point of contact for claimants and their representatives seeking information regarding their rights and/or claims for entitlement to retirement and survivors insurance, disability insurance and/or supplemental security income benefits filed under Titles II, XVI and XVIII of the Social Security Act, as amended.

This position is located in the Wichita KS Office of Disability Adjudication and Review office.

What do we offer?

Highly motivated and diverse workforce;
Dynamic environment;
Not just a job – but a career with professional advancement;
Competitive salaries;
Recognition for outstanding performance;
Innovative training and development opportunities;
Robust health benefit options, federal retirement plan, 401K-style Thrift Saving Program, life insurance, flexible spending accounts for medical and dependent expenses, supplemental vision and dental plans, as well as long term care insurance;
Generous leave policies including sick leave, vacation time, and paid holidays.

SSA ranked as one of the top 10 Best Places to Work in the Federal Government!

For more information, click on "Benefits and More Information" tab.

Other notes:

This is a career-ladder position leading to the GS-7 level.

Please read the entire vacancy announcement for additional instructions on how to apply.

Applications will be accepted from all U.S. Citizens, certain current or former Federal employees (Reinstatement/Transfer), persons who are severely disabled, certain veterans (30% Disabled/VRA), and others eligible for non-competitive appointment, i.e. returned volunteers from the Peace Corps or VISTA. 

Please see the Required Documents section of this announcement for information on supporting documentation that must be submitted to receive consideration.

Major Duties

Responsible for dispensing information to the public, in person and/or telephonically, explaining the legal provisions, regulations and procedural requirements for obtaining benefits under the Social Security program as they relate to a specific case and/or explaining the application of regulatory provisions and the bases for the Agency's determinations in individual cases. Assists individuals in determining their appellate rights and subsequent action and performs other case processing and clerical support activities.
 

How to Apply

To apply for this position, you must provide the following:

1. Your responses to the Assessment Questionnaire;
2. Your resume, which should include:

·         Personal Information: Full name, mailing address, contact information, and Social Security Number.  Resumes that do not contain this personal information will not be processed.

·         Education:  High School name and date of diploma or GED, Colleges/Universities attended and major field(s) of study, total credit hours received and type and year of degree(s) received.

·         Work Experience:  Job title, hours per week, employer's name and address, supervisor's name and phone number, starting and ending dates of employment (month and year format), salary, duties and accomplishments.  Indicate whether your current supervisor may be contacted.

·         Other Qualifications:  List your job-related training courses, skills, certificates, licenses, honors, awards and/or special accomplishments.  DO NOT send copies of these documents (if you do, we will discard them).

3.  Other documents specified in the Required Documents section of this job announcement, if applicable.

Use Application Manager for convenience and quickest processing. Track your progress to a Complete Application Package using the My Application Packages checklist and status displays in Application Manager. Your Application Package status must be Complete by Tuesday, April 22, 2008.

 

Option A:  Application Manager (includes Online Assessment Questionnaire)

To begin, choose one of these options:

·         If your résumé is going to come from the USAJOBS Resume Builder, you begin the process by clicking the Apply Online button near the bottom of this page. Your résumé will be attached only to the Application Package you complete and Submit immediately after you click the Apply Online button for this job announcement, not to any Application Packages you may already have created.

·         If your résumé is going to be one you prepared outside of USAJOBS Résumé Builder, click this link to begin the process:  Online Questionnaire.

 

To return to Application Manager at any time, use whichever one of the links  you used to begin as described above, or simply go to https://ApplicationManager.org.

 

Option B:  Paper Assessment Questionnaire

If it is not possible for you to use Application Manager, you can write your answers on paper.  Follow these steps:

1.      You can print a copy of this job announcement so that you can read the questions offline.

2.      Obtain and print a copy of the OPM Form 1203-FX, which you will use to provide your answers. You can obtain the form at this URL http://www.opm.gov/Forms/pdf_fill/OPM1203fx.pdf or by calling USAJOBS by Phone at (703) 724-1850; after the introduction, press 1, and listen for instructions.

3.      You may submit the Form 1203-FX, resume, and any supporting documents by fax.

·         By Fax: If you are faxing a Form 1203-FX, do not use a separate cover sheet. Simply make sure the Form 1203-FX is on top of any other documents you are faxing. If you are faxing any documents without the Form 1203-FX on top, always use the official cover sheet which is here -- http://staffing.opm.gov/pdf/usascover.pdf -- and be sure to fill it out completely and clearly.  The fax number is 1-478-757-3144.  Feed all documents into your fax machine top first so that we receive them right-side up.

 

If you decide to complete the questionnaire offline, we suggest that you print this vacancy announcement and refer to it as you answer the questions.  Use the following step-by-step instructions as a guide to filling out the required fields for this questionnaire.  You must provide responses to all required questions. However, you may omit any sections marked "optional."  Be sure to double check your application before submission.

Electronic applications must be completed by midnight Eastern Standard Time on the closing date of the announcement.

Due to our security procedures, we will not accept any applications submitted via email. Email addresses are listed only for inquiries about the position or the How to Apply process. In order to be considered, applicants must follow either the Apply Online process described above or the Alternate Application Method described above.

The following questions ask you to describe your educational background, your work, and other experiences to determine your qualifications for the grade levels to be filled.  Please answer all questions.

Social Security Number


Vacancy Identification Number

SK185377

1. Title of Job

Contact Representative (OA)

2. Biographic Data

3. E-Mail Address


4. Work Information

If you are applying by the OPM Form 1203-FX leave this section blank.

5. Employment Availability

The following questions will be used to determine your eligibility for certain noncompetitive hiring authorities.  If you meet one of these statements you must submit appropriate documentation at the time of application.  Veterans must provide a copy of their DD 214 (member 4 copy), current or former Federal employees must provide a copy of their Notification of Personnel Action (SF-50) that shows the highest grade held and tenure status.  Please refer to the Required Documents section for more information regarding the documentation needed.

Are you currently a permanent (nontemporary) civilian competitive service employee in a Federal agency and hold or have held a GS-07 on a permanent basis?
OR
Are you a former Federal employee who achieved career status in the competitive service and held at least a GS-07 on a permanent basis?  (Generally, this means you have served at least three consecutive years on a permanent career-conditional appointment in the competitive service of the Federal government.)
OR
Are you a former Federal employee who served on a career-conditional appointment and you were separated less than three years ago without achieving career status in the competitive service and held at least a GS-07 on a permanent basis?

If you answer yes, you MUST submit an SF-50 as stated in the Required Documents section of this announcement.

You may submit the SF-50 by fax: Always use the official cover sheet which is here -- http://staffing.opm.gov/pdf/usascover.pdf -- and be sure to fill it out completely and clearly.  The fax number is 1-478-757-3144.  Feed all documents into your fax machine top first so that we receive them right-side up.

Are you eligible for a noncompetitive appointment to the Federal government as a 30% Disabled Veteran or VRA eligible?  Please refer to the Vet Guide http://www.opm.gov/veterans/html/vetguide.htm for more information. 

If you answer yes, you MUST provide documentation as stated in the Required Documents section of this announcement.

You may submit documentation by fax: Always use the official cover sheet which is here -- http://staffing.opm.gov/pdf/usascover.pdf -- and be sure to fill it out completely and clearly.  The fax number is 1-478-757-3144.  Feed all documents into your fax machine top first so that we receive them right-side up.

Are you eligible for a noncompetitive appointment to the Federal government under authorities such as those for the severely disabled or returned volunteers from the Peace Corps or Vista?

If you answer yes, you MUST provide documentation as stated in the Required Documents section of this announcement.

You may submit documentation by fax: Always use the official cover sheet which is here -- http://staffing.opm.gov/pdf/usascover.pdf -- and be sure to fill it out completely and clearly.  The fax number is 1-478-757-3144.  Feed all documents into your fax machine top first so that we receive them right-side up.

6. Citizenship

Are you a citizen of the United States?
7. Background Information

If you are applying by the OPM Form 1203-FX leave this section blank.

8. Other Information

If you are applying by the OPM Form 1203-FX leave this section blank.

9. Languages

If you are applying by the OPM Form 1203-FX leave this section blank.

10. Lowest Grade

Please enter the lowest grade level you will accept.

050607
11. Miscellaneous Information

If you are applying by the OPM Form 1203-FX leave this section blank.

12. Special Knowledge

If you are applying by the OPM Form 1203-FX leave this section blank.

13. Test Location

If you are applying by the OPM Form 1203-FX leave this section blank.

14. Veteran Preference Claim

15. Dates of Active Duty - Military Service

16. Availability Date

If you are applying by the OPM Form 1203-FX leave this section blank.

17. Service Computation Date

If you are applying by the OPM Form 1203-FX leave this section blank.

18. Other Date Information

If you are applying by the OPM Form 1203-FX leave this section blank.

19. Job Preference

If you are applying by the OPM Form 1203-FX leave this section blank.

20. Occupational Specialties


001 Contact Representative (OA)
21. Geographic Availability


7035 Wichita, KS
22. Transition Assistance Plan

23. Job Related Experience

If you are applying by the OPM Form 1203-FX leave this section blank.

24. Personal Background Information

If you are applying by the OPM Form 1203-FX leave this section blank.

25. Occupational/Assessment Questions:

1. Do you possess at least one year of specialized experience equal to at least the GS-4 level of the federal service? To qualify, specialized experience must have equipped you with the knowledge, skills, and abilities to successfully perform the duties of this position at the GS-5 level. The experience must have involved:

- Dealing with customers in person or on the telephone

- Responding to customer inquiries

- Utilizing tact, courtesy, poise, alertness and good judgment in dealing with customers

- Operating a personal computer, software and related equipment

If you answer yes to this question, you are indicating that you qualify for the GS-5 level of this position.

A. Yes, I possess at least one year of the experience described above to qualify for the GS-5 level of this position.
B. No, I do not possess the experience described above.

2. Do you possess four years of education beyond high school, in any field for which high school graduation is the normal prerequisite? If you answer yes to this question, you are indicating that you qualify at the GS-5 level of this position, and will be required to provide transcripts to verify your education.

A. Yes, I possess the education described above to qualify for the GS-5 level of this position.
B. No, I do not possess the experience described above.

3. IF YOU ANSWERED NO TO BOTH OF THE ABOVE QUESTIONS, do you possess a combination of experience and post-high school education to qualify for this position at the GS-5 level? To answer yes to this question, you must have a large enough percentage of the required experience and a large enough percentage of the required education, so that when added together, the percentage would equal 100%.

A. Yes, I have a combination of education and experience to qualify for this position at the GS-5 level.
B. No, I do not possess the required education and/or experience to qualify for this position.

4. Do you possess at least one year of specialized experience equal to at least the GS-5 level of the federal service? To qualify, specialized experience must have equipped you with the knowledge, skills, and abilities to successfully perform the duties of this position at the GS-6 level. The experience must have involved:

- Dealing with customers in person or on the telephone

- Responding to inquiries about benefits or other entitlements

- The use of legal, medical and technical terminology

- Utilizing tact, courtesy, poise, alertness and good judgment in dealing with customers

- Operating a personal computer, software and related equipment

If you answer yes to this question, you are indicating that you qualify at the GS-5 and GS-6 levels of this position.

A. Yes, I possess the experience described above to qualify for the GS-5 and 6 levels of this position.
B. No, I do not possess the experience described above.

5. Do you possess at least one year of specialized experience equal to at least the GS-6 level of the federal service? To qualify, specialized experience must have equipped you with the knowledge, skills, and abilities to successfully perform the duties of this position at the GS-7 level. The experience must have involved:

- Providing customer service in person and on the telephone in a legal environment

- Utilizing legal and regulatory knowledge related to a benefit on other entitlement program

- Interpreting, applying and explaining laws and instructions orally and in writing

- The use of legal, medical and technical terminology

- Utilizing tact, courtesy, poise, alertness and good judgment in dealing with customers

- Operating a personal computer, software and related equipment

If you answer yes to this question, you are indicating that you qualify at the GS-5, GS-6, and GS-7 levels of this position.

A. Yes, I possess the experience described above to qualify for the GS-5, 6, and 7 levels of this position.
B. No, I do not possess the experience described above.

6. Can you type accurately (three or fewer errors on a five-minute timed test) at a rate of 40 words per minute? If you answer yes to this question, you may be required to demonstrate your ability through successful completion of a typing test.

A. Yes, I can type 40 words per minute accurately.
B. No, I do not possess the required typing ability.

For each task in the following group, choose the statement from the list below that best describes your experience and/or training. Please select only one letter for each item.

A- I have not had education, training or experience in performing this task.
B- I have had education or training in performing this task, but have not yet performed it on the job.
C- I have performed this task on the job. My work on this task was monitored closely by a supervisor or senior employee to ensure compliance with proper procedures.
D- I have performed this task as a regular part of a job. I have performed it independently and normally without review by a supervisor or senior employee.
E- I am considered an expert in performing this task. I have supervised performance of this task or am normally the person who is consulted by other workers to assist them in doing this task because of my expertise.

7. Serve as the first point of contact for claimants or their representatives seeking information regarding entitlement to insurance or other benefits.

8. Deal with issues relating to the judicial processing of hearings.

9. Advise clients or customers of legal provisions, regulations and related administrative practices and decorum for judicial hearings.

10. Discuss a person's right to representation during a judicial process.

11. Provide information regarding the basic legal process to people.

12. Explain the documentary evidence required of persons involved in a legal process.

13. Develop case files related to a legal hearing or process.

14. Read Government documents to locate key provisions and relevant legal information.

15. Read and interpret applicable regulations.

16. Dispense information to the public in person and/or telephonically.

17. Explain the legal provisions, regulations and procedural requirements for obtaining benefits.

18. Explain rules and regulations as they relate to a specific person's case.

19. Explain the application of regulatory provisions and the basis for a determination in individual cases.

20. Research and report on the status of pending claims for insurance or other benefits.

21. Assist individuals in determining their rights and potential actions in a legal proceeding.

22. Perform case processing and clerical support activities.

23. Conduct fact-finding inquiries over the telephone to identify customer needs.

24. Develop action plans for meeting a customer's needs.

25. Conduct quality checks on products or services provided to customers.

26. Recommend changes to improve customer service.

27. Teach customers how to use a product or service.

28. Answer a wide range of inquiries regarding case processing functions.

29. Answer a wide range of inquiries concerning benefit programs.

30. Respond to customers regarding benefits program activities and responsibilities.

31. Refer customers to another appropriate organization when the purpose of their visit or call is not related to the organization's area of responsibility.

32. Handle all the steps of a request for insurance or other benefits in an expeditious and courteous manner.

33. Communicate with claimants and/or their representatives who request to photocopy files.

34. Determine which portions of files and other records are releasable under the Freedom of Information Act and the Privacy Act.

35. Temporarily remove information from file copies to provide only appropriate information to requestors, in accordance with the Freedom of Information Act and the Privacy Act.

36. Ensure that files are ready for customers to photocopy.

37. Return files to their proper locations, once photocopying has been completed.

38. Tactfully interview visitors and/or callers to determine the exact nature of their inquiries.

39. Follow through on customer requests to resolve inquiries that are indefinite, uncertain or vague in order to determine appropriate response and/or referral needed.

40. Use discretion, tact and diplomacy in dispensing information and resolving customer problems or issues.

41. Persuade skeptics to try a new office procedure.

42. Network with others outside of a functional group or organization.

43. Restore a working relationship between angry co-workers who have opposing views.

44. Calm a customer who is threatening to file a complaint.

45. Quiet a co-worker who disrupts team meetings.

46. Listen and respond to a sensitive problem described by a person.

47. Assume the work of staff during their absence.

48. Volunteer to help and cover for other staff members to complete their work.

49. Expend extra effort to assist with special projects.

50. Review and analyze a wide variety of medical and legal documentation.

51. Receive and develop case files in accordance with legal and regulatory guidelines.

52. Compose correspondence to request medical reports from physicians, hospitals, claimants and their representatives, etc.

53. Prepare written responses to written inquiries related to legal cases.

54. Request the results of consultative examinations and medical records from other organizations.

55. Type decisions, dismissals and other correspondence into final form.

56. Type documents where the terminology used is primarily legal in nature.

57. Prepare transfer reports for evidence, transcripts or other property requiring chain of custody documentation.

58. Receive visitors and telephone inquiries.

59. Determine the purpose of a customer visit or call and refer the customer to the appropriate party.

60. Ensure that cases are given priority based on relative need.

61. Coordinate the scheduling of cases for hearings.

62. Assign hearing or meeting rooms in an office and at remote sites.

63. Coordinate the rotation and utilization of expert witnesses related to legal proceedings.

64. Obtain invoices from vendors.

65. Review and analyze invoices for the actual services provided and expenses incurred.

66. Provide payment vouchers to medical and vocational experts, interpreters, and others utilized in legal proceedings.

67. Identify court remanded cases for appropriate handling and routing.

68. Maintain a directory of other organizations having similar or related functions.

69. Maintain a complete record of visitors and inquiries.

70. Use a computer to prepare correspondence and narrative reports of contact with customers.

71. Utilize correct grammar, spelling, punctuation, and format in preparing written responses to customers.

72. Utilize word processing software on a computer to prepare written documents.

73. Utilize spreadsheet software to track customers, find and sort data, and provide information to requestors.

74. Utilize e-mail software to correspond with business contacts and customers.

75. Maintain a computer-based follow-up system to ensure receipt of requested records.

76. Use e-mail, telephones, faxes and other appropriate medium to communicate with other offices regarding the status of cases.

77. Maintain, review, update and utilize a variety of data systems.

78. Review, analyze and sort a wide variety of incoming mail by checking mail subjects against a database.

79. Distribute mail according to appropriate case locations.

80. Prepare outgoing mail, including metering envelopes and taking mail to distribution points.

Required Documents:

In addition to the Assessment Questionnaire and the Resume, the following sections provide information on supporting documentation that must be submitted to claim certain types of preference, apply for noncompetitive appointments or substitute education for experience. Please see the How to Apply section above for information on the application process.

Veterans' Preference: If you are claiming veterans' preference under competitive procedures, submit a copy of your military discharge certificate (DD 214 member 4 copy) or other proof of eligibility. To be acceptable, the document must show Character of Service. If you are claiming 10-point veterans' preference, you must also submit an Application for 10-Point Veterans' Preference (SF 15) and the required documentation specified on the reverse of the SF 15. You will be granted preference as appropriate based on the documents we receive.  Please refer to the Vet Guide http://www.opm.gov/veterans/html/vetguide.htm for more information.

Interagency Career Transition Assistance Plan (ICTAP): If you are an eligible Interagency Career Transition Assistance Plan (ICTAP) applicant, you may apply for special selection over other candidates for this position. To be well-qualified and exercise selection priority for this vacancy, you must meet or exceed the fully successful level for the knowledge, skills, and abilities for this position. ICTAP eligibles will be considered well qualified if they obtain a rating of 93, not including veterans' preference points.  ICTAP eligibles must submit one of the following as proof of eligibility for the special selection priority: a separation notice, a Notice of Personnel Action (SF-50) documenting separation, an agency certification that you cannot be placed after injury compensation has been terminated, an OPM notification that your disability annuity has been terminated, or a Military Department or National Guard Bureau notification that you are retired under 5 U.S.C. 8337(h) or 8456.

Noncompetitive Appointments : If you meet the basic eligibility requirements, you may be eligible for special appointments such as: persons who are severely disabled, certain veterans (30% Disabled/VRA), and returned volunteers from the Peace Corps or Vista. Indicate the type of special appointment you are seeking on your application and follow all other instructions for applying shown in this announcement.

If you are interested in applying for a noncompetitive appointment for the severely disabled (Schedule A Appointment), please contact the regional Selective Placement Coordinator at jennifer.minor@ssa.gov to discuss additionally required documentation.
If you are applying for noncompetitive consideration under the Veterans' Recruitment Appointment (VRA) or disabled veterans' appointment programs (30% Disabled), submit a copy of your military discharge certificate DD-214 (member 4 copy) or other proof of eligibility.  To be acceptable, the document must show Character of Service.  Submit other documentation, if necessary, as stated in the Veterans' Preference section above.
If you are applying for noncompetitive consideration as a returned volunteer from the Peace Corp or VISTA, you must submit verification of such service.

Current or Former Federal Employees (Reinstatement/Transfer): 
If you are a current career or career-conditional Federal employee, you must submit your most recent performance appraisal and a Notification of Personnel Action (SF-50) that reflects career or career-conditional tenure in the competitive service and that reflects you held, on a permanent basis, a position that the full performance level was at least a GS-7. 

If you are a former Federal employee who has reinstatement eligibility, you must submit a Notification of Personnel Action (SF-50) that reflects career or career-conditional tenure in the competitive service and that reflects you held, on a permanent basis, a position that the full performance level was at least a GS-7.  

Proof of Education: Submit a copy of your transcripts or a list of courses with title of course, number of credits, grade, and date of completion. To be used in meeting qualification requirements, a college or university degree must be from an accredited college or university recognized by the U.S. Department of Education.

You may submit documentation by fax: Always use the official cover sheet which is here -- http://staffing.opm.gov/pdf/usascover.pdf -- and be sure to fill it out completely and clearly.  The fax number is 1-478-757-3144.  Feed all documents into your fax machine top first so that we receive them right-side up.

Contact Information:
Rhonda Karr

Phone: (816)936-5832

Email: rhonda.karr@ssa.gov


Or write:
HR Specialist
Please call if you
need assistance
Kansas City, MO 55555


What To Expect Next:

After all of the applications have been evaluated, you will receive a notification explaining the status of your application.  Applicants referred for consideration will receive a final disposition notice after selections have been made. 

Please note that because we send notifications for each step of the process, we will not respond to status inquiries.

If you applied incorrectly or submitted an incomplete application, we will be unable to send you a notification regarding the status of your application.  Please read the How to Apply instructions carefully to ensure that you submit a complete application.