Supervisory Program Specialist (Customer Service)
The incumbent of the Supervisory Program Specialist (Customer Service) supervises a team of employees performing work in the OCC and provides guidance and technical direction for accomplishing the work of the team. Provides supervision of employees Discusses, investigates, and responds to community care grievances to resolve conflict Interviewing patients and patient families in order to respond to complex questions involving tense and difficult situations Program Administration Patient advocate program support Develops long/short range policies and plans Promotion Potential:
The selectee may be promoted to the full performance level without further competition when all regulatory, qualification, and performance requirements are met. Selection at a lower grade level does not guarantee promotion to the full performance level. Work Schedule:
Monday - Friday; 8:
00 am - 4:
30 pm Telework:
Not available Virtual:
This is not a virtual position. Position Description/PD#:
Supervisory Program Specialist (Customer Service)/PD01170-0 Relocation/Recruitment Incentives:
Not authorized Financial Disclosure Report:
Not required To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 06/11/2020. Time-In-Grade Requirement:
Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement. For a GS-09 position you must have served 52 weeks at the GS-07. The grade may have been in any occupation, but must have been held in the Federal service. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade. Note:
Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment. You may qualify based on your experience and/or education as described below:
Specialized
Experience:
You must have one year of specialized experience equivalent to at least the next lower grade GS-07 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to:
Developing and maintaining effective relationships with others; may include effectively dealing with individuals who are difficult, hostile, or distressed. Making clear and convincing presentations; listening to others, attends to nonverbal cues, and responds appropriately. Experience communicating with clients and customers who use or receive the services or products that your work unit provides Must manage and resolves conflicts and disagreements in a constructive manner. Experience making sound and well-informed decisions and perceives the impact and implications of decisions. OR, Education:
Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have Master's Degree or equivalent graduate degree or 2 full years of progressively higher education leading to such a degree or LLB or JD, if related . OR, Combination:
Applicants may also combine education and experience to qualify at this level. You must have an combination of specialized experience and education in excess of the amount required for the next lower grade level for qualifying at the GS-09 level. You will be rated on the following Competencies for this position:
Customer ServiceFlexibilityIntegrity/HonestyInterpersonal Effectiveness Supervisory experience is preferred. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. Note:
A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment. Physical Requirements:
The work is primarily sedentary, although there may be some physical effort, may be required using computers or transporting records to other offices within the facility. The work is typically performed in an adequately lighted and climate controlled office, may require being in hospital or clinic setting. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at https:
//www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.
Estimated Salary: $20 to $28 per hour based on qualifications.
The selectee may be promoted to the full performance level without further competition when all regulatory, qualification, and performance requirements are met. Selection at a lower grade level does not guarantee promotion to the full performance level. Work Schedule:
Monday - Friday; 8:
00 am - 4:
30 pm Telework:
Not available Virtual:
This is not a virtual position. Position Description/PD#:
Supervisory Program Specialist (Customer Service)/PD01170-0 Relocation/Recruitment Incentives:
Not authorized Financial Disclosure Report:
Not required To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 06/11/2020. Time-In-Grade Requirement:
Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement. For a GS-09 position you must have served 52 weeks at the GS-07. The grade may have been in any occupation, but must have been held in the Federal service. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade. Note:
Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment. You may qualify based on your experience and/or education as described below:
Specialized
Experience:
You must have one year of specialized experience equivalent to at least the next lower grade GS-07 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to:
Developing and maintaining effective relationships with others; may include effectively dealing with individuals who are difficult, hostile, or distressed. Making clear and convincing presentations; listening to others, attends to nonverbal cues, and responds appropriately. Experience communicating with clients and customers who use or receive the services or products that your work unit provides Must manage and resolves conflicts and disagreements in a constructive manner. Experience making sound and well-informed decisions and perceives the impact and implications of decisions. OR, Education:
Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have Master's Degree or equivalent graduate degree or 2 full years of progressively higher education leading to such a degree or LLB or JD, if related . OR, Combination:
Applicants may also combine education and experience to qualify at this level. You must have an combination of specialized experience and education in excess of the amount required for the next lower grade level for qualifying at the GS-09 level. You will be rated on the following Competencies for this position:
Customer ServiceFlexibilityIntegrity/HonestyInterpersonal Effectiveness Supervisory experience is preferred. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. Note:
A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment. Physical Requirements:
The work is primarily sedentary, although there may be some physical effort, may be required using computers or transporting records to other offices within the facility. The work is typically performed in an adequately lighted and climate controlled office, may require being in hospital or clinic setting. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at https:
//www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.
- Department:
0301 Miscellaneous Administration And Program - Salary Range:
$64,535 to $83,897 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
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