Hotline Program Analyst

Employer
USAJobs
Location
Reston, Virginia
Posted
Jul 29, 2021
Closes
Jul 31, 2021
Hours
Full Time
Duties

Summary

The Inspector General (IG) conducts, supervises, and coordinates inspections, audits, investigations, and reviews relating to the programs and operations over which the Director of National Intelligence has authority and responsibility.
Learn more about this agency

Responsibilities

Major Duties and Responsibilities (MDRs)
  • Serves as a Hotline Program Analyst assigned to the ICIG Hotline Program.
  • Answers incoming phones calls to the ICIG Hotline by speaking clearly, distinctly, and with a friendly,
courteous tone.
  • Listens to and records all incoming hotline complaints and makes recommendations to the Hotline
Program Manager regarding next appropriate steps.
  • As directed, coordinate, compile, and organize all essential information and materials to assist the
Hotline Program Manager in the execution of daily mission objectives.
  • Prepare written correspondence to record in-person intakes, routine administrative forms, referral
memoranda to ODNI Components and other Federal agencies, and complainant acknowledgement, when
appropriate.
  • Places follow-up phone calls to customers regarding intakes when necessary to clarify or obtain
additional information associated with the alleged complaint.
  • Uses listening skills to put callers at ease to obtain accurate and complete information.
  • Maintain accurate record keeping of intakes and other supporting documentation.
  • Coordinate with other ODNI components and/or IC elements regarding alleged complaints when necessary.


Travel Required

Not required

Supervisory status
No

Promotion Potential
None

Requirements

Conditions of Employment


Position Information
This is an opportunity for:
  • An internal or external candidate to fill a GS9 cadre position.
  • A Federal Government employee to serve on a two-year reimbursable detail assignment in the ODNI. The detail assignment may be extended an additional year if all parties agree.
Who May Apply
Current GS employees at the same grade as the advertised position or two grades below the advertised position grade may apply.
Former members of the Peace Corps may be considered for ODNI employment only if five full years have elapsed since separation from the Peace Corps.
  • For a cadre assignment:
    • Current ODNI permanent cadre.
    • Current Federal Government employees. (Current GS employees at the same grade or two grades below the advertised position grade may apply.)
    • Candidates outside the Federal Government.
Salary Determination
  • The ODNI uses a rank-in-person system in which rank is attached to the individual. A selected ODNI candidate or other Federal Government candidate will be assigned to the position at the employee's current GS grade and salary.
  • A current Federal Government employee, selected for a detail, will be assigned to the position at his or her current grade and salary.
  • For a selected non-Federal Government candidate, salary will be established within the salary range listed above, based on education and experience.


Qualifications

Mandatory Requirements
  • Knowledge of telephone consoles and related equipment.
  • Demonstrated customer service experience and knowledge of customer service standards and procedures.
  • Ability to interact and communicate with people over the telephone, often in stressful situations.
  • Basic knowledge of the ODNI, IC agencies' mission, organization, collection and production responsibilities, as well as ODNI and IC administrative policies, procedures, and authorities.
  • Ability to exercise sound judgment and form objective conclusions/recommendations based on empirical facts, evidence, and other pertinent information.
  • Analytical, critical thinking, and problem solving skills, including the ability to interpret basic information from multiple sources.
  • Experience working in a fast-paced environment and handling multiple requirements at the same time.
  • Demonstrated oral and written communication skills.


Education

Additional information

The ODNI is an equal opportunity employer and abides by applicable employment laws and regulations.

REASONABLE ACCOMMODATIONS FOR PERSONS WITH DISABILITIES: The ODNI provides reasonable accommodations to otherwise qualified applicants with disabilities. IF YOU NEED A REASONABLE ACCOMMODATION for any part of the application and hiring process, please notify the Intelligence Community Equal Employment Opportunity and Diversity Office Representative by classified email at DNI_Reasonable_Accommodation_WMA@cia.ic.gov and DNI_Diversity_WMA@cia.ic.gov, by unclassified email at DNI_DRA@dni.gov, by telephone at 703-275-3799 or by FAX at 703-275-1217 . Your request for reasonable accommodation will be addressed on a case-by-case basis. PLEASE DO NOT SUBMIT YOUR APPLICATION TO THE EEOD EMAIL ADDRESS. THIS EMAIL IS FOR REASONABLE ACCOMMODATION REQUESTS ONLY. PLEASE SUBMIT YOUR APPLICATION VIA THE EMAIL ADDRESS PROVIDED IN THE 'HOW TO APPLY' SECTION ABOVE .

JOB INTERVIEW TRAVEL: Candidates from outside the Washington, D.C., area may be selected for a telephone, teleconference, or in-person interview. If selected for an in-person interview, the ODNI hiring office will pay for travel by commercial carrier (economy class) or reimburse for privately owned vehicle (POV) mileage. If applicable, the candidate also will be reimbursed at a flat rate for commercial lodging and per diem.

How You Will Be Evaluated

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

Applicants are encouraged to carefully review the position description and then construct their resumes to highlight their most relevant and significant experience and education for this job opportunity. The description should include examples that detail the level and complexity of the work performed. . The best qualified applicants will be further evaluated through an interview process.

Background checks and security clearance

Security clearance
Not Required

Drug test required
Yes

Required Documents

All Applicants:

APPLICATION PACKAGES MUST CONTAIN ALL ITEMS LISTED ABOVE. AN INCOMPLETE APPLICATION PACKAGE WILL BE INELIGIBLE FOR CONSIDERATION.

Your application MUST be received by midnight on the closing date of this announcement. Applications received after the closing date will NOT be eligible for consideration. To verify receipt of your application package ONLY, you may call or email at Email: Recruitment_TeamA@dni.gov.

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.

Similar jobs