Duties

Summary

Securing Travel, Protecting People - At the Transportation Security Administration, you will serve in a high-stakes environment to safeguard the American way of life. In cities across the country, you would secure airports, seaports, railroads, highways, and/or public transit systems, thus protecting America's transportation infrastructure and ensuring freedom of movement for people and commerce. For additional information about our agency please: Click Here

Learn more about this agency

Responsibilities

This Ombudsman Specialist position is located in the Ombudsman Division, within the Office of Civil Rights and Liberties, Ombudsman and Traveler Engagement (CRL/OTE), Transportation Security Administration (TSA), Department of Homeland Security (DHS). If selected for this position, you will apply the principles of confidentiality, neutrality, and impartiality to issues and concerns raised by internal and external customers. Duties include:

• Functioning as a source of information and referral to employees within TSA programs; directing individuals to the appropriate office and resources within TSA; assisting in answering questions and helping individuals understand and explore their options for action; serving as a communications conduit between conflicting individuals with the aim of expediting informal dispute resolution.
• Utilizing Alternative Dispute Resolution (ADR) principles, concepts and methodologies to resolve a wide range of difficult issues, and developing well researched recommendations for managers and employees which contribute to a resolution that reflects the mutual interests and goals of the parties involved.
• Working with applicable program officials to assist in resolving complex issues and/or identifying options from a wide range of possibilities to achieve case closure; ensuring that the most recent guidance is applied and that interpretation of guidance is consistent with TSA mission requirements and compliant with underlying statutes.
• Documenting visits and calls in the case tracking system for the purposes of data gathering, research, analyses, and case resolution; identifying trends, developing reports, tracking trends and systemic issues for use by the Director and agency leadership.
• Analyzing case information and providing management with recommendations, strategies, and approaches to resolve complex workforce concerns.
• Responding to customer concerns via e-mail that relay detailed and complex information, and ensuring correspondence is professional, accurate, complete, and appropriate to the audience; following up on workforce inquiries and complaints by contacting all necessary parties, and communicating both orally and in writing to ensure that appropriate action takes place.
• Keeping up to date on changes to HR regulations, civil rights laws and regulations and internal TSA policy and practices.

Travel Required

25% or less - This position requires travel 25% of the time.

Supervisory status
No

Promotion Potential
I

Requirements

Conditions of Employment

• You must possess U.S. Citizenship or be a U.S. National.
• Selective Service registration is required.
• You must complete a favorable Background Investigation (BI).

You must meet the qualification requirements for this position no later than the closing date of the vacancy announcement.

Qualifications

To qualify for the SV-I Pay Band (equivalent to GS-13), you must have one year of specialized experience equivalent to the SV-H or GS-12 Pay Band in the Federal service or equivalent experience in the private sector. Specialized experience is defined as:

- Serving as an Alternative Dispute Resolution practitioner, utilizing principles, concepts, and methodologies(e.g. mediation, facilitation, conflict coaching) to facilitate conflict resolution; advocating for and increasing awareness of ombudsman functions. AND;

-Serving as an ombudsman, mediator or as an Alternative Dispute Resolution practitioner facilitating informal conflict resolution and identifying the most appropriate path for each case. AND;

-Gathering data from multiple sources, identifying workplace trends and systemic issues to develop reports, presentations, and recommendations for resolution; and building consensus and gaining cooperation from internal and external audiences.

Note: Credit for experience is given based on a 40-hour workweek. Part-time experience is credited on a part-time ratio, i.e., working 20 hours per week for two months equals one month of experience. No additional credit is given for overtime. 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; religious; 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.

The Office of Personnel Management (OPM) must authorize employment offers made to current or former political appointees. If you are currently, or have been within the last 5 years, a political Schedule A, Schedule C, Non-career SES or Presidential Appointee employee in the Executive Branch, you must disclose this information to the Human Resources Office.

Education

Additional information

Eligibility to apply for other Federal positions: TSA is an Excepted Service agency exempt from most of Title 5 United States Code, including regulations which apply to displaced Federal employees (CTAP/ICTAP) of other agencies, and employment with TSA does not confer "Competitive Status" that generally results from selection and service in Competitive Service agencies. The Office of Personnel Management (OPM) has established an Interchange Agreement, which allows most permanent TSA employees to apply and be considered for vacancies in Competitive Service agencies. Information from OPM on this or other Interchange Agreements is available at: http://www.opm.gov .

To ensure the accomplishment of our mission, DHS requires every employee to be reliable and trustworthy. To meet those standards, all selected applicants must undergo and successfully pass a background investigation as a condition of placement into this position.

DHS uses E-Verify, an Internet-based system, to confirm the eligibility of all newly hired employees to work in the United States. Learn more about E-Verify including your rights and responsibilities.

If you receive a conditional offer of employment for this position, you will be required to complete an Optional Form 306, Declaration for Federal Employment, and to sign and certify the accuracy of all information in your application, prior to entry on duty. False statements on any part of the application may result in withdrawal of offer of employment, dismissal after beginning work, fine, or imprisonment.

TSA employees who are absent for the purpose of performing military duty may apply for any vacancies announced in their absence.

It is the policy of the Government not to deny employment simply because an individual has been unemployed or has had financial difficulties that have arisen through no fault of the individual. Information about an individual's employment experience will be used only to determine the person's qualifications and to assess his or her relative level of knowledge, skills, and abilities. Although an individual's personal conduct may be relevant in any employment decision, including conduct during periods of unemployment or evidence of dishonesty in handling financial matters, financial difficulty that has arisen through no fault of the individual will generally not itself be the basis of an unfavorable suitability or fitness determination. For more information, click here .

Payment of relocation expenses (Permanent Change of Station) is not authorized.

More than one position may be filled from this announcement.

If you are entering TSA employment on an appointment without time limitations, you must serve a basic trial period unless you have already met the requirement.

TSA policy requires verification of Selective Service registration for male applicants born after 12/31/59. For more information click here .

View common definitions of terms found in this announcement.

Veterans and persons with disabilities possess a wealth of unique talents, experiences, and competencies that can be invaluable to the DHS mission. If you are a member of one of these groups, you may not have to compete with the public for federal jobs. To determine your eligibility for non-competitive appointment and to understand the documentation that is required, click on the links above or contact the Servicing Human Resources Office listed at the bottom of this announcement.

How You Will Be Evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

You will be evaluated based on a comparison of the position requirements against the quality and extent of the experience and/or related education as reflected in your resume and supporting documentation. You are encouraged to ensure work experiences clearly show possession of the competencies required for this position. We will compare your resume and supporting documentation to your responses on the assessment questionnaire. If, after reviewing your resume and any supporting documentation, a determination is made that you have rated yourself higher than is supported by your application materials, your category placement may be adjusted and/or you may be excluded from consideration for this job.

When completing the assessment questionnaire for this position, you will be prompted to elect if you are eligible for consideration as Status (Current or former Federal Employees), Internal to TSA as a current permanent or competitive temporary employee, and/or based upon your eligible Veterans' Preference status or Veterans' Service (a veteran who was honorably discharged from the armed forces after completing at least three (3) years of continuous active duty service). At that time, please select the answer(s) that apply to you and your application to this position.

Candidates will be rated and ranked using Category Grouping procedures. Under Category Grouping, candidates will be rated and ranked into one of three categories:

Best-Qualified: Applicants possessing experience that substantially exceeds the minimum qualifications of the position and demonstrate high proficiency in all of the critical competencies, including all Selective Placement Factors (SPF) and appropriate Desirable (Quality Ranking) Factors as determined by the job analysis.

Well-Qualified: Applicants possessing experience that exceeds the minimum qualifications of the position and demonstrates acceptable proficiency in all of the critical competencies, including all SPFs as determined by the job analysis.

Qualified: Applicants possessing experience that meets the minimum qualifications of the position and demonstrate basic proficiency in most of the critical competencies, including all SPFs as determined by the job analysis.

To preview questions please click here .

Background checks and security clearance

Security clearance
Not Required

Drug test required
No

Required Documents

In addition to a resume and the assessment questions, you must submit copies of any of the following documents if you are applying based on current or former Federal Government Status, Veterans' Preference or eligible Veterans' Service (a veteran who was honorably discharged from the armed forces after completing at least three (3) years of continuous active duty service), or education or a combination of education and experience:

SF-50, Notification of Personnel Action - Current TSA employees are not required to submit an SF-50 to support eligibility for Status consideration.

If you are not a current TSA employee: you must submit your most recent Notification of Personnel Action SF-50 (or equivalent document) to support your eligibility for Status consideration.



NOTE: An award SF-50 (i.e. cash or time off award) does not indicate grade or level (i.e. pay band) or tenure to determine your eligibility for this position and will not be accepted.

DD-214 - If you are claiming Veterans' Preference or eligible Veterans' Service, provide a copy of your DD-214 (Member Copy 4), Certificate of Release or Discharge from Active Duty, or other appropriate documentation to prove your entitlement and to provide verification of an Honorable Discharge.

SF-15 and VA Letter - If you are claiming Veterans' Preference based upon a Compensable Disability, Widow or Spouse Entitlement, or as a Purple Heart recipient, you must submit your DD-214 or other proof of entitlement; an SF-15, and the required proof of disability, i.e., Department of Veterans Affairs letter dated 1991 or later.

Transcripts - If you are qualifying based on education OR if there are mandatory education requirements listed under the Qualifications and Evaluations section, you MUST submit a copy of your college transcript(s) with your application. If selected, an official/sealed college transcript(s) will be required to verify education prior to employment.

If you do not submit required documentation described in this job opportunity announcement, your application will be deemed incomplete and you will be ineligible for further consideration for this vacancy.

If you are relying on your education to meet qualification requirements:

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 .

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.