Contact Representative Bilingual Spanish (TEMPORARY) at Pawtucket

JOB SUMMARY:

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 peoples 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 Agencys 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.

 

KEY REQUIREMENTS

• 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
• Temporary NTE One Year; May Be Extended One Additional Year
• Must be able to speak and write fluently in Spanish and English

DUTIES:Back to top

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. 

This position requires bilingual ability in Spanish and English.

QUALIFICATIONS REQUIRED:Back to top

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 bachelors degree; OR 120 credits toward the completion of a bachelors 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 http://www.opm.gov/qualifications/standards/group-stds/gs-cler.asp

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.

 

BILINGUAL CERTIFICATION INTERVIEW: Applicants must have the ability to fluently speak Spanish and English.  Applicants must state their bilingual ability in their application and will be required to pass an interview designed to assess possession of this ability.

 

HOW YOU WILL BE EVALUATED:

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.

 

Country: USA, State: Rhode Island, City: Pawtucket, Company: Social Security Administration.