Job Listing: Contact Representative (Service Representative)

Duty Locations

 1 vacancy - Norfolk, VA Millions of Americans depend on the Social Security Administration (SSA) for their well-being. Social Security programs offer protection against the risk of reduced income due to retirement, disability or death. SSA also administers the Supplemental Security Income program, which assists aged, blind, and disabled people in financial need. SSA offers challenging careers and professional advancement. Make a difference in people's lives and your own. Join our dynamic team!

LOCATION OF VACANCY: Social Security Administration, 5850 Lake Herbert Drive, 1st Floor, Norfolk, VA  23502

APPLICATIONS WILL ONLY BE ACCEPTED FROM those eligible for the Interagency Career Transition Assistance Program (ICTAP) in the Norfolk, VA 1 vacancy
commute area. Veterans who are preference eligibles or who have been separated from the armed forces under honorable conditions after 3 years or more of continuous active service may apply. This includes veterans who were separated a few days before the full 3 -year period.

Major Duties

Contact Representatives (Service Representatives) provide assistance to the public by answering a wide variety of questions by interviewing the individual, investigating the situation and resolving the problem. The Contact Representative requires comprehensive knowledge of SSA programs, as well as related Federal and State programs. The Contact Representative will need skills in independent analysis and problem solving using policies, procedures, laws and regulations.

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.

 

Enter the following link into your internet browser: www.applicationmanager.org   

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 create an account or select the option “apply for a job without using an account” at the bottom of the page.  Once your account is created log in.   After you log into application manager you will be directed to the Application Packages page.  Scroll down until you see the heading Start a New Application.  Under that heading will be a box labeled Vacancy Identification Number.  In that box please type in the VA ID Number, SA187741.    You will be directed to the questionnaire. Please complete all parts of the assessment questionnaire.  After you submit the assessment questionnaire, you will have the opportunity to upload any supporting documents or additional resume items.  If you complete all steps successfully, an automated receipt will be sent to your email account

Electronic applications (entire application package) must be completely received 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.  Applications received in this manner will be considered ineligible.  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: SA187741.  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:

Valerie Jarvis 
(215)597-1920 
phi.ssajobs@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


Vacancy Identification Number

Enter the vacancy identification number:  SA187741
1. Title of Job

Enter the Position Title:  Contact Representative (Service Representative)
2. Biographic Data

All biographic information is required, except for your telephone number and the contact time.
3. E-Mail Address

If you selected yes, please provide 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

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

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

Enter the lowest GS grade you will accept.  The grade level for this position is GS-08.
08
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

Enter your claim for Veterans' Preference.

Reminder: If you answer yes, you must submit the proof your military service as stated in Required Documents.
15. Dates of Active Duty - Military Service

These dates are required if you have claimed Veterans' Preference, unless your claim is derived Preference (i.e., widows, spouse, etc).
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

Enter at least one occupational specialty code.  The specialty code for this position is:
001 Contact Representative
21. Geographic Availability

Select the geographic location code(s) in which you are interested and will accept employment. The location code(s) for this position is:

Norfolk, VA 1 vacancy

144 Norfolk, VA
22. Transition Assistance Plan

In this section indicate if you are a surplus or displaced Federal employee requesting special priority consideration under the Career Transition Assistance Plan (CTAP) or the Interagency Career Transition Assistance Plan (ICTAP). Note: To receive consideration for CTAP or ICTAP, you must submit the necessary supporting documentation. Refer to the vacancy announcement for additional information and instructions.Individuals who have special priority selection rights under the Agency Career Transition Assistance Program (CTAP) or Interagency Career Transition Assistance Program (ICTAP) must be well qualified for the position to receive consideration for special priority selection. CTAP or ICTAP eligibles will be considered well qualified if they obtain a rating of 85, not including veteran's preference points.Federal employees seeking CTAP/ICTAP eligibility must submit proof that they meet the requirements of 5 CFR 330.605(a) for CTAP and 5 CFR 330.704 for ICTAP. This includes a copy of the agency notice, a copy of their most recent Performance Rating and a copy of their most recent SF-50 noting current position, grade level, and duty location. Please annotate your application to reflect that you are applying as a CTAP or ICTAP eligible.

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:

For questions 1 to 3, please answer yes or no.

1. I am eligible to apply using the provisions of the Interagency Career Transition Assistance Program (ICTAP) or Veterans Employment Opportunity Act (VEOA).  Please refer to announcement for information on ICTAP or VEOA.

A. Yes
B. No

2. I have one year of specialized experience equivalent to the GS-07 level in the Federal government. Specialized experience includes either (1) experience that has provided skill in conducting personal and telephone contacts with a wide range of individuals; such experience must demonstrate: (a) the ability to explain complex technical or regulatory information and to adapt explanations and language used to different levels of understanding, and (b) the ability to conduct interviews in a way that establishes good relations while obtaining or providing relevant information in the minimum amount of time, and (c) the ability to recognize the overcome attitudes or emotions that hinder effective communication; or (2) technical, investigative, professional or quasi-legal work that has provided a good working knowledge of the body of law, regulations and procedures governing the program with which the position is concerned: or (3) a combination of (1) and (2) above.

A. Yes.
B. No.

3. My performance rating was fully successful for the last appraisal period.

A. Yes
B. No

Please select the appopriate response for question 4.

4. Please indicate whether you are within the area of consideration for the position announced.

A. I am an ICTAP applicant within the commuting area of this announcement.
B. I am an ICTAP applicant outside of the commuting area of this announcement.
C. I am an applicant applying under the Veterans Employment Opportunity Act (VEOA).
D. I am not an ICTAP or VEOA applicant in the area of consideration.

ABILITY TO COMMUNICATE ORALLY WITH INDIVIDUALS FROM VARIOUS SOCIO-ECONOMIC BACKGROUNDS AND INTELLECTUAL LEVELS IN ORDER TO EXPLAIN AND PROVIDE INFORMATION ON SOCIAL SECURITY ADMINISTRATION LAWS, RULES, REGULATIONS AND PROCEDURES AND TO OBTAIN INFORMATION FROM CLAIMANTS/THIRD PARTIES.

For each task in the following group, choose the statement from the list below that best describes your experience and/or training. Darken the oval corresponding to that statement in Section 25 of the Qualifications and Availability Form C. Please select only one letter for each item.

For questions 3 - 43 choose the ONE letter from the list below (A - E) that best describes your experience, education and/or training.

A- I have not had education, training or experience in performing this task.
B- I have had education or training in performing the 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.

5. Interview members of the general public to secure needed technical information and obtain and clarify relevant facts involving benefit problems related to welfare, unemployment, workers' compensation, disability, insurance claims, etc.

6. Explain legal provisions, policies and regulations involving criteria for rights, benefits, or privileges in connection with a variety of programs (i.e., health care, insurance, pensions, taxation, naturalization, etc.) requiring assessing the individual's degree of understanding and adjusting the delivery of information accordingly.

7. Respond to specific procedural and technical inquiries from the general public in person.

8. Extract information from individuals who may be uncooperative, perturbed, bereaved, irate, etc. and analyze that information to determine an appropriate course of action.

9. Conduct personal or telephone interviews for the purpose of administering a benefit program such as: welfare, Aid to Families with Dependent Children, health or life insurance, retirement or pension plans, workman's compensation or unemployment insurance where you are dealing with the general public and are handling a large number of telephone calls or interviews a day.

10. Elicit information, using interviewing skills, with tact and diplomacy.

11. Explain (or elicit) sensitive or controversial information to (from) people of diverse backgrounds.

12. Explain complex technical procedures, regulations, laws or rules about retirement or health insurance program options such as benefits (disability, life, medical, homeowners), tax or legal issues, etc. by the spoken word, to members of the general public with antagonistic, hostile or opposing viewpoints.

13. Deal with customer's problems or complaints; or 4 or more college level courses dealing with human interaction or social issues such as: sociology, psychology, conflict resolution, counseling, mediation, etc.

14. Present information orally involving an academic or work related subject that has been evaluated for content, clarity, and accuracy (i.e., toastmasters, toastmistress, public speaking engagements, teaching/instructing, leading a group, etc.).

ABILITY TO INTERPRET AND APPLY LAWS, REGULATIONS, AND OPERATING PROCEDURES IN ORDER TO DETERMINE ELIGIBILITY FOR SOCIAL SECURITY ADMINISTRATION PROGRAM ENTITLEMENTS AND CONTINUING ELIGIBILITY AND TO PROVIDE INFORMATION TO CLAIMANTS AND TO MAKE APPROPRIATE REFERRALS.

15. Apply and interpret laws, regulations, rules, and written guidelines to make a determination about an individual's eligibility for a program, benefit, or entitlement such as: welfare, Aid to Families with Dependent Children, workers' compensation, unemployment insurance, or private health, life or pension/retirement programs.

16. Determine the eligibility or ineligibility to receive Supplemental Social Insurance benefits.

17. Research, interpret, and apply rules and/or regulations in order to obtain/provide information for a variety of individuals (i.e., social services representative, loan or credit advisor, tax, consultant, insurance representative, real estate agent, etc.).

18. Apply and interpret procedures or policies such as private insurance policies (i.e., automobile, fire, theft, etc.); or two or more college courses in business law, accounting principles, or business math, etc.

19. Consult a large and diverse body of laws, rules. regulations, instructions, etc., to determine the appropriate guideline(s) to apply to resolve a case or situation in question, (i.e., social insurance examiner/specialist, social insurance service representative, tax specialist, insurance claims adjudicator, unemployment representative, etc.).

20. Identify Medicaid, Medicare or private medical insurance program needs of individuals.

21. Interpret and provide full explanations of Federal and/or state laws and regulations covering benefits, obligations or entitlements for a program such as: welfare, Aid to Families with Dependent Children, workers' compensation, unemployment insurance, or private health, life or pension/retirement programs.

22. Explain legal provisions, regulations and information to the general public, and provide assistance to the public on rights, benefits, privileges or obligations under a body of law.

23. Apply written instructions and procedures consisting of multiple steps such as assisting others to complete credit, loan, employment or claims applications.

ABILITY TO ORGANIZE, PRIORITIZE AND PROCESS A LARGE VOLUME OF WORK WITHIN ESTABLISHED DEADLINES.

24. Rearrange priorities for my own work to ensure deadlines are met.

25. Work successfully in positions that often had tight deadlines or high volume production.

26. Deal calmly and effectively with high stress situations (i.e., tight deadlines, hostile individuals, emergency situation or dangerous situations).

27. Manage and organize a large volume of claims related work (i.e., processing of public or private claims).

28. Experience in positions involving constantly changing priorities and timeframes.

29. Manage and organize a large volume of complex technical/administrative work such as work in accounting, payroll, financial, personnel and legal fields.

30. Frequently make adjustments in procedures due to changing laws, regulations, and/or written guidelines.

ABILITY TO USE REASONING TO ANALYZE ISSUES IN ORDER TO MAKE DECISIONS AND RESOLVE PROBLEMS.

31. Research issues and makes decisions within the parameters of clearly established rules, regulations, or precedents.

32. Review documents, records, data or other materials identifying missing information or problems, determine and initiate appropriate corrective actions.

33. Listen to information provided by individuals and identify the nature and purpose of an inquiry by extracting relevant facts necessary to independently solve their problems.

34. Develop facts necessary to solve problems through probing and questioning an individual.

35. Research, gather and evaluate customer/client information and use appropriate guidelines and procedures to resolve complex problems concerning benefits, entitlements, related to insurance (medical, life, disability, homeowners, automobile) tax or legal issues.

36. Research, interpret, and apply complex laws, rules, regulations, and written guidelines in order to evaluate and approve applications, claims, or requests (i.e., determining eligibility requirements from information such as birth certificates, selective service records, financial records, academic transcripts, etc.).

ABILITY TO PROCESS WORK IN A COMPUTER ENVIRONMENT IN ORDER TO MEET CUSTOMER NEEDS.

37. Use computers to retrieve information involving welfare, unemployment, workers' compensation, disability or insurance claims.

38. Provide immediate assistance to customers, by analyzing and answering customer questions and performing follow-up action to maintain customer accounts based on information accessed from a computer terminal utilizing complex databases with multiple sub-systems.

39. Use complex database equipment that has access to other databases (i.e., one company database searching another company database - Internal Revenue Service searching Department of Motor Vehicle or various nationwide law enforcement office databases) in order to answer customer questions and perform follow-up action on customer/client accounts.

40. Operate a personal computer to complete or input information into a computer while dealing with clients/customers in person or by telephone.

41. Provide complex technical assistance involving benefits, tax or legal issues, insurance (disability, life, medical, homeowners, etc.) based on information retrieved or accessed from a computerized database system.

42. Use basic word processing software packages such as Word, Word Perfect, etc.) on a daily basis in order to prepare written documents.

43. Process or analyze data using computer systems or applications.

44. Operate a personal computer or computer terminal, or use a computer or word processor.

45. Operate a personal computer to create, edit, print, retrieve, and manipulate files.

Online Questionnaire

 
 


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.

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 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.

For additional information about CTAP/ICTAP eligibility requirements, visit the OPM website at:  www.opm.gov/ctap/

Note:  ICTAP eligibles  will be considered well-qualified if they have received an eligibility of 85 or higher (excluding points for veteran's preference) for this position.

VETERANS EMPLOYMENT OPPORTUNITIES ACT (VEOA)

Applicants applying under the Veterans Employment Opportunities Act (VEOA) must submit a copy of their DD-214's. Applicants must have been separated from the armed forces under honorable conditions after 3 years or more of continuous service may apply. This includes veterans who were separated a few days before the full 3-year period. Applicants must be separated from the armed forces as of the closing date of this announcement.



Contact Information:
Valerie Jarvis

Phone: (215)597-1920

Email: phi.ssajobs@ssa.gov


Or write:
SSA Philadelphia
Center for Human Resources - 7th floor
300 Spring Garden Street
Philadelphia, PA 19123

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 read the How to Apply instructions carefully to ensure that you submit a complete application.