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Contact Representative

Company Name:
Other Agencies and Independent Organizations
United States Citizens Permanent Full Time
_Do you have a desire to:_
help SSA manage its Social Security programs?
analyze and solve problems?
help to advise millions of retired and disabled individuals?
work on a team to make a difference in people's lives and your own?
Join SSA, one of the top 10 Best Places to Work in the Federal Government!
Once selected for the Contact Representative (Service Representative) position in SSA, you will contribute to the Agency's mission through direct and personal service to the public. As the first point of contact, you are responsible for speaking with beneficiaries or inquirers in person or by telephone to provide information on SSA laws, rules and regulations. This includes obtaining information in order to determine eligibility and entitlement for programs administered by SSA, and using state-of-the-art computer technology to access and update information about claims.
Additional selections may be made from this vacancy announcement.
U.S. Citizenship Required Registered for Selective Service. See "Other Information" tab Background and/or Security Investigation Required Selectees may be required to complete an 11-13 wk technical training class Selectees are required to serve a one year probationary period. Must pass Meet and Deal Panel interview.
Contact Representatives (Service Representatives) answer general and technical questions and provide information about SSA programs, process Social Security card applications, assist with the completion of forms, research and analyze benefit payment issues, and initiate contact with customers to obtain or clarify information.
GS-5: Requires 1 year of specialized experience equivalent to the GS-4 level that demonstrates the ability to perform 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 members of the general public or their representatives; 3) Performing administrative and clerical processes; using a computer to reconcile discrepancies; associate documents with related files/records, etc.; 4) Writing routine correspondence in response to inquiries and draft a variety of other written products; OR a bachelor's degree; OR 120 credits toward the completion of a bachelor's degree; OR a combination of education beyond the first 60 credits/90 quarter hours and the specialized experience described above.
GS-6: Requires 1 year of specialized experience equivalent to the GS-5 level that demonstrates the ability to independently perform all or most of the following tasks: 1) Applying and interpret laws, rules, regulations, and written guidelines; 2) Communicating orally with a large volume (daily or continuously) of people from different socioeconomic backgrounds to provide or obtain information; 3) Using a computer to perform administrative and clerical processes; using a computer to reconcile discrepancies, associate documents with related files/records, etc.; and 4) Writing correspondence in response to technical inquiries and draft a variety of other written documents; OR 6 months of graduate level education in a related field (e.g., Social Work, Social Services, etc.).
GS-7: Requires 1 year of specialized experience equivalent to the GS-6 level that demonstrates the ability to independently perform all or most of the following tasks: 1) Interpreting complex laws, regulations and written guidelines (e.g., Federal, State or County laws); 2) Communicating orally, with a large volume of people from different socioeconomic backgrounds, in order to resolve problems and provide advice/guidance about program policies, benefits, etc.; 3) Using a computer to perform administrative and clerical processes; using a computer to reconcile discrepancies, associate documents with related files/records, and resolve problems; and 4) Writing correspondence in response to complex inquiries for technical information; OR 1 full year of graduate education in a related field (e.g., Social Work, Social Services, etc.).
Substitution of Education
For more information on substituting education for experience, visit
SELECTIVE PLACEMENT FACTOR:
Meet and Deal Panel Interview: After meeting the qualifications noted above, you will participate in a panel interview to demonstrate your ability to serve the public. To receive further consideration, you must demonstrate qualities such as clarity of speech, ability to listen, ability to establish confidence and put others at ease, and the ability to organize and express thoughts clearly. If you do not pass the panel interview, you will not qualify for the job.
The evaluation you receive is based on your responses to the questionnaire.Your resume and supporting documentation will be compared to your responses to the questionnaire, which is designed to capture the desired competencies for this position.These competencies include oral and written communication, using computer systems and software, decision making, analysis and problem solving. Please make sure you answer all questions and follow all instructions carefully. Errors or omissions may affect your evaluation. The questionnaire takes about 15 minutes to complete.
Your application will be evaluated under the Category Rating method. If you meet the Minimum Qualification Requirements for the position, your application will be evaluated and placed into one of three categories:
1 - Qualified Category - Candidates who meet the Minimum Qualification Requirements. 2 - Well Qualified Category - Candidates who meet the Minimum Qualification Requirements and demonstrate a satisfactory level of the knowledge, skills, and abilities necessary to perform the duties of the position.
3 - Best Qualified Category - Candidates who meet the Minimum Qualification Requirements and demonstrate a high level of the knowledge, skills, and abilities necessary to perform the duties of the position.
Candidates eligible for veterans' preference will be placed ahead of other candidates in the appropriate category for which they have been rated. Additionally, preference eligibles who have a compensable service-connected disability of at least 10 percent and who meet the Minimum Qualification Requirements will automatically be placed in the Best Qualified Category.
ICTAP candidates who meet the requirements for the Well Qualified category will be placed at the top of the Best Qualified category and be given selection priority.
To apply for this position, you must provide a complete Application Package which includes:
1. Your R sum
2. The Occupational Questionnaire
3. Additional Required Documents (see Required Documents section below)
The complete Application Package must be submitted before midnight (EST) on August 5, 2014.
To begin the process, click the Apply Online button to create an account or log in to your existing USAJOBS account. Follow the prompts to complete the occupational questionnaire. Please ensure you click the Submit My Answers button at the end of the process.
To fax supporting documents you are unable to upload, complete the United States Government Application Cover Page using the following Vacancy ID 1178153. Fax your documents to .
Note : To check the status of your application or return to a previous or incomplete application, log into your USAJOBS account, select Application Status, and click on the more information link under the application status for this position.
If you cannot apply online: 1. View and print the occupational questionnaire:View Occupational Questionnaire, and
2. Print this 1203FX Form C to provide your response to the questionnaire; and
3. Fax the completed 1203FX and supporting documents to .
Due to our security procedures, our office will not accept any applications submitted via email or standard mail. The email address is listed only for inquiries about the position or the How to Apply process.
You must submit supporting documentation by the closing date of the vacancy announcement to claim certain types of preference or qualify on the basis of education.
INTERAGENCY CAREER TRANSITION ASSISTANCE PLAN (ICTAP): ICTAP provides eligible displaced Federal competitive service employees with selection priority for competitive service vacancies. To receive selection priority, candidates must meet the requirements for the Well Qualified category as described in the vacancy announcement. Candidates must also provide:
proof of eligibility with your application. Such proof may include a copy of your written notification of ICTAP eligibility or a copy of your separation Notice of Personnel Action, (SF-50); and
proof of your most recent performance rating of at least "fully successful" (Level III) or equivalent.
NOTE: ICTAP eligibles will be considered well qualified if they have received an eligibility rating of 80 or higher (excluding points for veteran's preference) for this position.
For more information visit .
VETERANS' PREFERENCE: If you are claiming veterans' preference under competitive procedures, you MUST submit a copy of your military discharge certificate (DD 214 member 4 copy), official statement of service from your command if you are currently on active duty, or other proof of eligibility by the closing date of this announcement. If you do not submit the proper paperwork with your resume, you will NOT be awarded veterans preference. 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. Preference will be granted as appropriate based ONLY on the documents received. For more information visit
PROOF OF EDUCATION: If you are qualifying on the basis of education or satisfying an educational requirement, submit a copy of your transcripts with the course title, number of credits, grade, and date of completion. To qualify, the degree must be from an accredited college or university recognized by the U.S. Department of Education. Education completed in a foreign institution must be certified as equivalent to coursework completed at a U.S. college or university. Certification of equivalency must be submitted at the time of application.
Once you have successfully submitted your application materials, you can expect to receive the following email notifications concerning your application status: (1) Receipt of application; (2) Result of qualifications review; (3) Referred/Not Referred to the selecting official; and (4) Selected/Not Selected for the position.
Social Security offers a comprehensive _benefits program_ that you can customize for your individual medical and financial needs. In addition to traditional "dollars and cents" benefits, we offer a range of benefits to help youbalance life with Social Security to life outside of work . Please visit ourCareers website for additional information.
Selective Service: If you are a male applicant born after December 31, 1959, you must certify that you are registered with the Selective Service System, or are exempt from having to do so under the Selective Service Law. See .
Individuals with disabilities may call us via Federal Relay using the (voice) telephone provided.

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