Management and Program Analyst (Public Complaint and Feedback)

Washington, D.C
Jun 15, 2023
Jun 22, 2023
Full Time

Provides consultancy services and professional analyses of particular issues or subject-matter concerns; and to seek, explore, and develop analytic tools, methodologies, assessment techniques, and databases needed to institutionalize and understand the management framework and protocols of the Department's complaint and feedback systems and processes; resolution tracking and controls; and enhance reporting of their capability and capacity to appropriately refer any question, concern, or request a person might have regarding Department operations, programs, and policies. Establish program/organization processes, operating procedures, and program frameworks, and provide management, including evaluation techniques to ensure the effective administration and oversight of the OPE Public Complaint and Feedback (PCF) program area initiatives, and in support of the DHS Public Complaint and Feedback Working Group. The incumbent will have contact with interagency and congressional professional, and other DHS areas. The incumbent will assign and track work across OPE and in support of OPE PCF. Other duties as assigned.


Conditions of Employment

  • Must be a current permanent Federal employee
  • Must have supervisory approval to apply to the Joint Duty Assignment. DHS 250-2 Application Form under "required documents" section.
  • Must NOT have any pending/outstanding disciplinary actions
  • Must have achieved a minimum of "meet expectations/proficiency" on latest performance appraisal/evaluation
  • Must be currently at the grade level of the detail. *No Temporary Promotion Opportunity*
  • The program does not apply to members of the Military service or contractors.


Qualifications required:
  • Demonstrates and applies relevant knowledge and skills to perform work in accordance with guidelines.
  • Knowledge and use of appropriate and available resources management and administration technology or tools to perform work activities.
  • Demonstrated ability to collect relevant information that is needed to identify and address problems or issues.
  • Ability to analyze and integrate information to identify issues and draw sound conclusions.
  • Knowledge, skill, and ability to identify and evaluate alternative solutions to problems.
  • Excellent ability to make sound, well-informed, and timely decisions or recommendations.
  • Demonstrated ability to identify and utilize innovative or creative methods and solutions to accomplish work, as appropriate.
  • Skill to maintain an awareness of available resources and the process for acquiring resources.
  • Skills to identify and advocate for resources required to accomplish work activities or projects.
  • Participate in cross-department matrix teams to develop cross- functional views on PCF policy and program or OPE mission matter.
  • Program management and project implementation, execution, and monitoring.
  • Be well-organized and be able to multitask on a variety of projects.
  • Familiarity with improving customer experience.
  • Write position and policy papers of both quantitative and qualitative nature, draft executive memorandums.
  • Deliver high-quality strategy and policy products.
  • Familiarity with the formal correspondence and communication processes.
  • Ability to work in a fast-paced environment with constantly shifting priorities.
  • Excellent written and verbal communications at all organization levels, including with senior level officials.
  • Writing, editing, and briefing on a variety of materials for a range of audiences.
  • Assist in the development of executive level talking points.
  • Please read the following important information to ensure we have everything we need to consider your application:
    It is your responsibility to ensure that you submit appropriate documentation prior to the closing date. Your resume serves as the basis for qualification determinations and must highlight your most relevant and significant experience as it relates to this Joint Duty assignment opportunity announcement.

    Be clear and specific when describing your work history since human resources cannot make assumptions regarding your experience. Your application will be rated based on your resume.

    Please ensure EACH work history includes ALL of the following information:
  • Job Title (Include series and grade of Federal Job)
  • Duties (Be specific in describing your duties)
  • Name of Federal agency
  • Supervisor name, email, and phone number
  • Start and end dates including month and year (e.g. June 2007 to April 2008)

  • Education

    EDUCATIONAL SUBSTITUTION: There is no educational substitution for this position.

    Additional information

    **DHS does not offer any additional benefits beyond that which the Federal employee is already receiving.

    If the position requires a security clearance, employees must have a SECRET or TOP SECRET clearance to placement AND must maintain that level of clearance while performing in the position.

    Selected applicants for a JDA are requested to fulfill the items below during the JDA:
  • Complete the DHS Training Course 15 days prior to the arrival to the JDA.
  • Complete the DHS Joint Duty Assignment Progress Plan to include:
    • Phase 1: Establish assignment objectives within the first 30 days of the JDA.
    • Phase 2: Complete a self-assessment of the duties performed at the mid-point of the JDA.
    • Phase 3: Complete a final review within the last 30 days of the JDA.