Job Listing: Contact Representative (Service Representative), GS-962-05

Duty Locations

 1 vacancy - Winona, MN

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! 

THIS IS A TEMPORARY POSITION, NOT TO EXCEED SEPTEMBER 30, 2008.  MAY BE EXTENDED.  WILL NOT BECOME PERMANENT.

Completed application materials must be filed electronically; or postmarked by Wednesday, May 14, 2008 and received within five workdays after the closing date.

What is the Position? 
 
Contact Representative, GS-962-5, position in SSA.

 

This position is located in the 53 East 3rd Street
Choate Bldg Suite 307
Winona, MN 55987
USA

What do we offer?

Highly motivated and diverse workforce;
Dynamic environment; 
Competitive salaries;
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! 

Major Duties

Incumbent provides assistance to beneficiaries and inquirers by telephone and/or correspondence; interview beneficiaries or inquirers or their representatives to determine the nature of their problems or interests; furnishes information, advice or instructions about retirement, survivors, disability and Medicare insurance, the Black Lung Program and the supplemental security income for aged, blind and disabled program, to inquirers.  Provides beneficiaries with information, advice, or instructions about benefits being paid.  Provides assistance to callers by such actions as supplying appropriate forms and instructions, and providing advice to aid the caller to complete a form.  Identifies callers' needs for social service and makes referrals.

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 create an account or select the option “applying for a job without an account” at the bottom of the page.  Please complete all parts of the occupational questionnaire.  After you submit the occupational 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 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 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 in one of the following ways.

You may fax hardcopy documents.  Each fax must have a United States Government Application Cover Page.  All items on the cover page must be completed, including the VIN: SI189523 .  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:
Ms. Franklin
Janel.Franklin@ssa.gov
(312)575-6364

You may mail hardcopy documents.  Each mail-in package must have a United States Government Application Cover Page.  All items on the cover page must be completed, including the VIN: SI189523 .  One cover page may be used for multiple documents.  Documents with completed cover pages may be mailed to the following address:

Social Security Administration
Center for Human Resources
Attention:SI189523
P.O. Box 802105
Chicago, IL 60680-2105

 

 

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

The Vacancy Identification Number is SI189523

1. Title of Job

Contact Representative (Service Representative), GS-962-05
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

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


05
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
21. Geographic Availability


5680 Winona, MN
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. Select the ONE letter that corresponds to the HIGHEST level of experience and/or education that you fully possess. NOTE: One year of experience is based on a 40-hour workweek. If you have worked less than 40 hours per week, you must prorate your experience (e.g., if you work 20 hours per week for a 12-month period, you will be credited with 6 months of experience.)

A. I have at least one year of full-time work experience equivalent to the GS-04 grade level in the Federal service, performing all or most of the following tasks: (1) applying laws, rules or regulations, and written guidelines; (2) communicating orally in order to provide information, assistance, or instructions to the general public; (3) writing correspondence in response to routine inquiries or requests for information; and (4) operating a personal computer or computer terminal (includes input, retrieval and editing files).


OR



I have successfully completed four years of study in an accredited college or university leading to a bachelor's degree.

OR



I do not have the one-year of specialized experience, and I have not completed four years of post-high school education. However, I have a combination of qualifying experience and qualifying education. Note: Divide the number of undergraduate semester hours, beyond the first 60 hours, by 60. To combine education and experience, convert each to a percentage and then add the percentages. If your education is currently described in quarter hours, convert the quarter hours into semester hours by multiplying the quarter hours by the fraction of 2/3rds. To determine the percentage of qualifying experience, divide the total number of months of specialized experience by 12. Finally, add your percentages of education and experience. The two percentages must equal at least 100 percent.

B. I have no related experience or education, but I am willing to learn.

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 2 - 42 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 ofmy expertise.

2. 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.

3. 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.

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

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

6. 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.

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

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

9. 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.

10. 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.

11. 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.

12. 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.

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

14. 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.).

15. 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.

16. 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.).

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

18. 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.

19. 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.

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

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

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

22. 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.

23. 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.

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

25. 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.

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

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

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

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

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

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

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

32. 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.

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

34. 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.

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

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

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

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

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

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

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

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

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)

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. You will be considered well-qualified if your score is 85 or above prior to the addition of veteran 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.

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:
Janel L. Franklin

Phone: (312)575-6364

TDD: 312-575-4317

Email: Janel.Franklin@ssa.gov


Or write:
SSA Chicago
PO BOX 802105
Chicago, IL 60680-2105

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.