Job Listing: Contact Representative (OA)

Duty Locations

 1 vacancy - Columbia, SC

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? 

Once selected for this important position in SSA, you will affect the Agency's mission through direct and personal service to the public. This includes speaking with beneficiaries about their rights under the Social Security laws, gathering facts and evidence to establish eligibility for benefits, making critical decisions to determine the amount of benefits paid to individuals, and using state-of-the-art computer technology to access and update information about claims.

This position is located in the SSA Office of Disabilty Adjudication and Review (ODAR) in Columbia, SC.

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-07 level.

 

 

Major Duties

Contact Representatives interview beneficiaries and the general public to determine the nature of their problem; explain technical information, gather facts and resolve problems relating to Social Security programs.

How to Apply

Applying for this position requires three steps: 

1. Submission of a resume.

2. Completion of the occupational questionnaire.

3. Submission of any supporting documentation such as a DD-214, Veterans' Administration letter, or educational transcripts.  Please see the Required Documents section below for details.

Please click on the Apply Online button at the bottom of the page to complete these three steps. 

First, you will be required to complete and submit a USAJOBS resume.  After you have submitted the resume, you will enter Application Manager.  If you have an Application Manager account, you will be prompted to login.   If not, you may select "Create an Account" at the bottom of the page.  Please answer all parts of the assessment questionnaire.  After you have finished the questions, you will have the opportunity to upload any supporting documents or additional resume items.  In order to complete your application, you must click "Submit my Answers". If you complete all steps successfully, you will see a confirmation of submission page and an automated receipt will be sent to your email account.

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 or standard mail. 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 one of the Alternate Application Methods described below.

Alternate Application Methods

You must complete all three of the application steps described above in order to be considered.  You are encouraged to complete all three steps online since it is the most efficient way to process your application.  If you are unable to complete an application step online, you may submit a hardcopy document via fax.

Each fax must have a United States Government Application Cover Page.  All items on the cover page must be completed, including the VIN: SG187170.  One cover page may be used for multiple documents.  Documents with completed cover pages may be faxed to the following number: 1-478-757-3144.  Faxed documents must be received by midnight Eastern Standard Time on the closing date of the announcement.  If you are unable to submit an application via the Internet or fax, you may contact the following person for assistance:

Stacy L. Rose 
(404)562-1245 
stacy.rose@ssa.gov

The hard copy of the occupational questionnaire form (1203-FX - Form C) is available for you to print out from this address:

http://www.opm.gov/forms/pdf_fill/OPM1203fx.pdf

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.

Please ensure that you answer all questions.  When answering the statements, remember that you may be required to provide specific examples or documentation of your experience or education as proof at a later stage in the selection process.  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.  Although you may not meet each of the education or experience statements, you should respond to all questions regardless of the grade level you are seeking or your experience level.

Social Security Number

Enter your Social Security Number in the space indicated. Providing your Social Security Number is voluntary, however, we can not process your application without it.

Vacancy Identification Number

SG187170

1. Title of Job

Contact Representative (OA)

2. Biographic Data

3. E-Mail Address

If you would like to be notified by E-mail, please enter your E-mail address in the space provided.

4. Work Information

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

5. Employment Availability

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

9. Languages

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

10. Lowest Grade

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

14. Veteran Preference Claim

15. Dates of Active Duty - Military Service

16. Availability Date

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

0083 Columbia, SC
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:

The following sections provide information on supporting documentation that must be submitted to claim certain types of preference or qualify on the basis of education.  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) 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.

 

INTERAGENCY CAREER TRANSITION ASSISTANCE PLAN (ICTAP)

To be eligible for the Interagency Career Transition Assistance Plan (ICTAP) and exercise selection priority, applicants must submit one of the following as proof of eligibility: a separation notice, a Notice of Personnel Action (SF-50) documenting separation, an agency certification that they could not be placed after injury compensation was terminated, an OPM notification that their disability annuity has been terminated, or a Military Department or National Guard Bureau notification showing they are retired under 5 U.S.C. 8337(h) or 8456.  In addition, applicants must be well-qualified for the vacant position. Well qualified is defined as meeting or exceeding the fully successful level for the knowledge, skills, and abilities for the position. For numeric examinations, a score of 85 or above (before adding any preference points) may be considered well qualified. 

PROOF OF EDUCATION

If you are qualifying on the basis of education or training for experience or satisfying an educational requirement, 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.

Contact Information:
Stacy L. Rose

Phone: (404)562-1245

Email: stacy.rose@ssa.gov


Or write:
SSA Atlanta
Sam Nunn Atlanta Federal Center
61 Forsyth Street South West
Atlanta, GA 30303

USA


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.