<b>Duties</b><br /><br /><b>Summary</b><br /><br />This position is located in the Employee Benefits Security Administration (EBSA), Office of Outreach Education and Assistance (OEA), Quality Assurance Unit (QA). <br /><br />- This position is inside the bargaining unit. <br /><br />Learn more about this agency <br /><br /><b>Responsibilities</b><br /><br />Office of Outreach Education and Assistance (OEA), Quality Assurance Unit (QA) office activities ensure accomplishment of the education, outreach, technical assistance, and customer service responsibilities mandated by Employee Retirement Income Security Act of 1974 (ERISA), Consolidated Omnibus Budget Reconciliation Act of 1986 (COBRA), Savings Are Vital to Everyone's Retirement Act of 1997 (SAVER), Health insurance Portability and Accountability Act of 1996 (HIPAA), and related laws and regulations. The Office provides leadership in the development and implementation of national health and retirement education campaigns, consumer outreach efforts, and authorship and dissemination of educational materials which: (I) address the rights and obligations of employers and employees as they pertain to employer-based retirement and health care benefits: (2) inform consumers about various health and retirement issues; and (3) promote the participation of the public in personal savings for retirement.<br /><br /><strong>Major duties for this position include but are not limited to, the following:</strong><br /><br />Assists in the development of strategic and immediate plans and strategies for customer service.<br /><br />Relays information on Agency policy, legislated mandates, and procedural guidance to Agency technical assistance staff.<br /><br />Helps to create and presents customer service training in order to keep managers and participant staff apprised of the customer service goals, staff responsibilities, and performance expectations.<br /><br />Assesses the adequacy, effectiveness, and responsiveness of the technical assistance, outreach, and customer service plans and programs in each assigned office.<br /><br />Identifies and analyzes office accomplishments, operational problems, and unique regional needs and concerns.<br /><br />Acts as liaison between assigned national and regional offices and other OEA components. Deals with national and field office senior staff to provide assistance in program planning administration, problem identification/resolution, and coordination of program evaluation efforts.<br /><br />Reviews regulations and interpretations developed in other EBSA components as well as the outcome of enforcement cases and research studies in order to determine their impact on the customer assistance and advocacy programs.<br /><br /><b>Travel Required</b><br /><br />Not required<br /><br />Supervisory status <br /> No <br /><br />Promotion Potential <br /> 12 – This position is at the Full-Performance Level (FPL). <br /><br /></li> <b>Requirements</b><br /><br /><b>Conditions of Employment</b><br /><br /><ul> <li>Requires a probationary period if the requirement has not been met.</li> <li>U.S. Citizenship.</li> <li>Must be at least 16 years of age.</li> <li>Position requires Public Trust-Low Risk Background Investigation.</li> </ul> <br /><br />Applicants must meet time-in-grade, time-after-competitive-appointment and qualifications requirements within 30 calendar days after the closing date of the vacancy to be eligible for consideration for selection. <br /><br />Federal Employees Please Note: Your SF-50 must include enough information to be able to determine that time-in-grade requirements have been met and reflects your position title, pay plan/series/grade, tenure and the type of appointment (i.e. competitive/excepted). In some cases you may need to submit more than one SF-50. <br /><br />Reference the "Required Documents" section for additional requirements. <br /><br /><b>Qualifications</b><br /><br /><strong>GS-12: Applicants must have 52 weeks of specialized experience equivalent to GS-11, in the Federal Service.</strong><br /><br />Specialized experience is defined as: Giving information and assistance to the public or clients on rights and obligations under laws in accordance with legal documents such as trusts, contracts, or employee benefit plans; ability to communicate complex technical issues to individuals in plain language; experience in fact-finding and problem solving to ensure conformity to applicable rules and regulations.<br /><br />Specialized experience may have been gained in government, or working with employee benefit plans or employee benefit plan third party administrators or a consulting firm, law firm, research service, banking trust department or an investment firm.<br /><br /><b>Education</b><br /><br />Education is not a substitute for experience at the GS-12 grade level. <br /><br /><b>Additional information</b><br /><br />DOL seeks to attract and retain a high performing and diverse workforce in which employees' differences are respected and valued to better meet the varying needs of the diverse customers we serve. DOL fosters a diverse and inclusive work environment that promotes collaboration, flexibility and fairness so that all individuals are able to participate and contribute to their full potential. <br /><br />Federal Employees Please Note: Your SF-50 must include enough information to be able to determine that time-in-grade requirements have been met and reflects your position title, pay plan/series/grade, tenure and the type of appointment (i.e. competitive/excepted). In some cases you may need to submit more than one SF-50.<br /><br /><strong>Additional vacancies may be filled using this announcement, if authorized.</strong><br /><br />Refer to these links for more information: GENERAL INFORMATION , ADDITIONAL DOCUMENTATION , FORMER FEDERAL EMPLOYEES <br /><br /><b>How You Will Be Evaluated</b><br /><br />You will be evaluated for this job based on how well you meet the qualifications above.<br /><br />Click here for Evaluation details. For Displaced Employees ONLY: if you meet the eligibility requirements for special priority selection under ICTAP / CTAP , you must be well-qualified for the position to receive consideration for special priority selection. ICTAP/CTAP eligibles will be considered "well-qualified" if they attain at least a rating score of 85 in a numerical rating scheme. Be sure to review DOL Account Eligibility Questions #24 and 27 to reflect that you are applying as an ICTAP/CTAP eligible and submit supporting documentation.<br /><br />Evaluation Factors (Competencies) – All qualified applicants will be evaluated on the following key competencies:<br /><br /><strong>Oral/Written Communication</strong> – Expresses information to individuals or groups effectively, taking into account the audience and nature of the information (for example, technical, sensitive, controversial); listens to others, attends to nonverbal cues, and responds appropriately. Uses correct English grammar, punctuation, and spelling to communicate information (for example, facts, ideas, or messages) in a clear, succinct, and organized manner.<br /><br /><strong>Decision Making/Problem Solving</strong> – Employs strategic and critical approaches to decision- making and/or problem solving, e.g. identifying, and considering issues/problems, determining accuracy and relevance of information, as well as generating, identifying, evaluating, and implementing alternative solution approaches, to resolve issues/problems, deliver services and provide value.<br /><br /><strong>Interpersonal Skills</strong> – Shows understanding, professionalism, courtesy, tact, empathy, concern, and politeness, even with individuals who are difficult, hostile, or distressed. Demonstrates team effectiveness with sensitivity to the differences of others; e.g. diversity, race, gender, disabilities, and other individual differences .<br /><br /><strong>Technical Competence </strong>- Experience with the implementation of a customer service or technical assistance program.<br /><br />The information you provide may be verified by a review of your work experience and/or education, by checking references and through other means (ex. interview). Your evaluation may also include a review by an HR Specialist or panel and may include other assessment tools (ex. interview, structured interview, written test, work sample, etc). <strong>The examining Human Resources Office (HRO) makes the final determination concerning applicant ratings. Your resume MUST provide sufficient information to substantiate your vacancy question responses. If not, the HRO may amend your responses to more accurately reflect the level of competency indicated by the content of your resume.</strong><br /><br /><b>To preview questions please click here .</b> <br /><br /><b>Background checks and security clearance</b><br /><br />Security clearance <br /> Other <br /><br />Drug test required <br /> No <br /><br /></li> <b>Required Documents</b><br /><br />The following documents must be submitted by 11:59 p.m. (ET) on the vacancy closing date. <strong>Warning: If you submit a document using the same document title, the 2nd submission will OVERWRITE the 1st submission.</strong> Also, do not upload password protected documents. <br /><br /><strong>The following documents are required from all applicants (PLEASE READ CAREFULLY):</strong><br /><br /><strong>ARE YOU A CURRENT OR FORMER FEDERAL EMPLOYEE?</strong> If applying as a status candidate with current or former Federal Service, please provide a copy of your last or most recent SF-50, "Notification of Personnel Action" which shows your appointment eligibility for the position for which you are applying. Your SF-50 must identify the highest grade you held on a permanent basis, Pay Plan/Pay Schedule, Series, and Grade/Pay Band, and career status. Multiple SF-50 may be submitted to demonstrate your highest previous rate and eligibility. <br /><br />*WARNING: An award SF-50 (ex. cash or time off award) may not indicate grade, step and competitive status. For current DOL employees, an award SF-50 DOES NOT indicate grade and step. <br /><br />- Most recent performance appraisal/evaluation signed and dated within 18 months is requested by the agency, but will not disqualify candidates if not submitted. If not submitted during the application process, one may/will be requested at the time of the interview if the opportunity is extended. Applies to current and former Federal employees. <br /><br />- Land Management Eligibles: a copy of your most recent Notification of Personnel Action (SF-50 or equivalent) proving your eligibility for appointment under the Land Management Workforce Flexibility Act. This service must have been performed in the competitive service, under a time limited appointment in a Land Management Agency, as defined by P.L. 114-328. For more information, click here . <br /><br /><strong>The following documents are required if applicable:</strong><br /><br />- Displaced Employee Placement Documents – Only required if requesting priority consideration under ICTAP / CTAP Eligibility.<br /><br />- DD-214 – verifying military service, eligibility for consideration under the Veterans Employment Opportunity Act (VEOA) and showing character of discharge (ex. Member Copy 4 and 2 are acceptable vs. Copy 1 which is not acceptable to adjudicate veteran's preference)<br /><br />- Special/Non-Competitive Appointing Authority Documents – Applicants who are eligible for consideration, and wish to be considered, under one of the following non-competitive hiring authorities must submit appropriate documentation (click on the links below to see the documentation requirements):<br /><br />Military Spouses (MISP) <br /><br />- Cover Letters are not mandatory and will not be used to verify experience, but may be submitted<br /><br />Applicants selected for employment who are not current DOL employees will be required to provide proof of citizenship , and the E-Verify system will be used to confirm the employment eligibility of all new hires.<br /><br /><b>If you are relying on your education to meet qualification requirements:</b><br /><br />Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education . <br /><br />Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.