Deputy Associate Commissioner for Customer Service
- Employer
- USAJobs
- Location
- Woodlawn, Maryland
- Closing date
- Feb 3, 2022
View more
- Industry
- Government and Public Services, Federal
- Function
- Customer Service
- Hours
- Full Time
- Career Level
- Experienced (Non-Manager)
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Duties
The Office of Customer Service, led by the Associate Commissioner (AC, OCS), plans, organizes and directs all activities of the Office and is directly responsible for the accomplishment of the organization's mission by monitoring service delivery and performance, analyzing customer feedback, and identifying solutions that improve the customer's experience through a wide range of service delivery channels.
As one of two Deputy Associate Commissioners for Customer Service (DAC, OCS) the incumbent is responsible for providing national oversight and direct support for SSA's customer service channels, including Call Answering Sites, Field Offices (FOs), Workload Support Units (WSUs), and Program Service Centers (PSCs). The incumbent researches and evaluates the applicability of innovative concepts and new technologies and recommends ways to improve customer service. Additionally, the DAC, OCS oversees the design, implementation, and maintenance of effective management information (MI) systems to assess the operational effectiveness and efficiency of SSA public service operations.
The agency will make two selections from this vacancy announcement, with one Deputy having primary responsibility in the areas of service delivery plans, operational strategies, and quality of Processing Centers (PCs).
Requirements
Conditions of Employment
As required by Executive Order 14043, Federal employees are required to be fully vaccinated against COVID-19. See Additional Information section.
U.S. Citizenship is required.
In order to be considered minimally qualified for this position, candidates must have had responsible professional experience at a senior level (equivalent to the GS-15 in either the General Schedule (GS) or a comparable pay plan).
Qualifications
As a basic requirement, applicants MUST demonstrate progressively responsible leadership experience that is indicative of senior executive level managerial capability and directly related to the skills and abilities outlined under Executive Core Qualifications. Typically, experience of this nature will have been gained at or above the GS-15 grade level in the Federal service or its equivalent with state or local government, the private sector, or non-governmental organizations. Failure to meet this basic qualification requirement and all executive and technical qualification factors automatically disqualifies an applicant.
You must clearly show that you possess the experience and leadership competencies to perform the duties of an executive. To be considered for this position, all applicants must address each of the Executive Core Qualifications (ECQ) listed below in the application documents you submit. Unless you are currently serving under a career Senior Executive Service appointment, are eligible for reinstatement into the Senior Executive Service, or have successfully completed a Senior Executive Service Candidate Development Program approved by OPM and been certified by OPM, you must submit a narrative statement covering each of the Executive Core Qualifications listed below. Your examples should be clear and concise, and emphasize your level of responsibilities, scope and complexity of programs managed, program accomplishments with results of your actions, policy initiatives and level of contacts.
Each ECQ must be addressed separately and submitted with your application. Please refer to the OPM Guide to SES Executive Core Qualifications ( https://www.opm.gov/policy-data-oversight/senior-executive-service/reference-materials/guidetosesquals_2012.pdf ) for guidance on how to describe your executive qualifications.
EXECUTIVE CORE QUALIFICATIONS:
Narrative Statements for the ECQs must not exceed 10 pages ; additional pages will not be considered. This document MUST be submitted using the "Executive Core Qualifications" document type.
FUNDAMENTAL COMPETENCIES: The following competencies are the foundation for success in each of the Executive Core Qualifications: Interpersonal Skills, Oral Communication, Integrity/Honesty, Written Communication, Continual Learning, and Public Service Motivation.
MANDATORY PROFESSIONAL/TECHNICAL QUALIFICATIONS (MTQs) :
No more than one (1) page per MTQ is allowed; additional information will not be considered. This document MUST be submitted using the "Mandatory Technical Qualification" document type.
There are no Mandatory Professional/Technical Qualifications for the Deputy Associate Commissioner for Customer Service.
DESIRABLE QUALIFICATIONS (DQs) :
An optional statement addressing each Desirable Qualification (DQ) is strongly recommended. No more than one (1) page per DQ is allowed; additional information will not be considered. This document should be submitted using the "Desirable Qualification" document type.
(1) Senior-level experience leading a major component or organization that monitors service delivery performance, analyzes customer feedback, and identifies solutions to improve the customer experience
(2) Senior-level experience leading the design, implementation, oversight, and engineering of national customer service business processes
(3) Senior-level experience leading studies and analysis using management information to evaluate operational efficiencies and to make data driven decisions regarding customer service delivery
**Note for Current and/or Former Political Appointees: Effective January 1, 2010, OPM must authorize any employment offers we make to current or former (within the last 5 years) political Schedule A, Schedule C, or Non-Career SES employees in the executive branch. If you are currently, or have been within the last 5 years, a political Schedule A, Schedule C or Non-Career SES employee in the Executive Branch, you must disclose that to the Human Resources Office within your application package.
Education
This job does not have an education qualification requirement.
Additional information
(1) The selectee for this position will be subject to an appropriate security investigation, including fingerprinting and periodic future reinvestigation(s).
(2) Veteran's preference is not applicable to the SES.
(3) This position is covered under the post-employment restrictions of the Ethics in Government Act of 1978 (PL 95-521). This law also requires the selectee to file an Executive Personnel Financial Disclosure Report (Standard Form 278) within 30 days of appointment.
(4) Selectee must serve a one-year probationary period unless s/he previously completed one in the Senior Executive Service.
(5) Male applicants born after December 31, 1959, must be registered with the Selective Service System before they can be employed by an executive agency of the Federal government. This requirement does not apply to Agency employees appointed before November 8, 1985.
(6) This position may be a Testing Designated Position. The selectee will be notified if they are required to submit to a pre-employment urinalysis drug screening within 48 hours of notification. After appointment, the selectee will then be subject to future random drug screening.
All application materials are subject to the provisions of the privacy act and become property of SSA.
COVID-19 Vaccination Requirement: As required by Executive Order 14043, Federal employees must be fully vaccinated against COVID-19 regardless of the employee's duty location or work arrangement (e.g., telework, remote work, etc.), subject to such exceptions as required by law. If selected, you will be required to be vaccinated against COVID-19 and submit documentation of vaccination shortly after appointment or onboarding with SSA. At the time of selection, SSA will provide additional information regarding what documentation you must provide and how you can request a legally required exception from this requirement.
UPDATE ON COVID-19 VACCINATION REQUIREMENT - JANUARY 24, 2022
To ensure compliance with an applicable nationwide preliminary injunction, which may be supplemented, modified, or vacated, depending on the course of ongoing litigation, the Federal Government will take no action to implement or enforce the COVID-19 vaccination requirement pursuant to Executive Order 14043 on Requiring Coronavirus Disease 2019 Vaccination for Federal Employees . Therefore, to the extent a Federal job announcement includes the requirement that applicants must be fully vaccinated against COVID-19 pursuant to Executive Order 14043, that requirement does not currently apply. Federal agencies may request information regarding the vaccination status of selected applicants for the purposes of implementing other workplace safety protocols, such as protocols related to masking, physical distancing, testing, travel, and quarantine.
The Social Security Administration provides reasonable accommodations to applicants with disabilities where appropriate. If you need a reasonable accommodation for any part of the application and hiring process, please notify us. The decision on granting reasonable accommodation will be granted on a case-by-case basis.
The Social Security Administration provides equal opportunity for all persons without regard to race, color, age, religion, gender, national origin, political affiliation, sexual orientation, marital status, parental status, disability, or conduct not adversely affecting employee performance.
The Office of Customer Service, led by the Associate Commissioner (AC, OCS), plans, organizes and directs all activities of the Office and is directly responsible for the accomplishment of the organization's mission by monitoring service delivery and performance, analyzing customer feedback, and identifying solutions that improve the customer's experience through a wide range of service delivery channels.
As one of two Deputy Associate Commissioners for Customer Service (DAC, OCS) the incumbent is responsible for providing national oversight and direct support for SSA's customer service channels, including Call Answering Sites, Field Offices (FOs), Workload Support Units (WSUs), and Program Service Centers (PSCs). The incumbent researches and evaluates the applicability of innovative concepts and new technologies and recommends ways to improve customer service. Additionally, the DAC, OCS oversees the design, implementation, and maintenance of effective management information (MI) systems to assess the operational effectiveness and efficiency of SSA public service operations.
The agency will make two selections from this vacancy announcement, with one Deputy having primary responsibility in the areas of service delivery plans, operational strategies, and quality of Processing Centers (PCs).
Requirements
Conditions of Employment
As required by Executive Order 14043, Federal employees are required to be fully vaccinated against COVID-19. See Additional Information section.
U.S. Citizenship is required.
In order to be considered minimally qualified for this position, candidates must have had responsible professional experience at a senior level (equivalent to the GS-15 in either the General Schedule (GS) or a comparable pay plan).
Qualifications
As a basic requirement, applicants MUST demonstrate progressively responsible leadership experience that is indicative of senior executive level managerial capability and directly related to the skills and abilities outlined under Executive Core Qualifications. Typically, experience of this nature will have been gained at or above the GS-15 grade level in the Federal service or its equivalent with state or local government, the private sector, or non-governmental organizations. Failure to meet this basic qualification requirement and all executive and technical qualification factors automatically disqualifies an applicant.
You must clearly show that you possess the experience and leadership competencies to perform the duties of an executive. To be considered for this position, all applicants must address each of the Executive Core Qualifications (ECQ) listed below in the application documents you submit. Unless you are currently serving under a career Senior Executive Service appointment, are eligible for reinstatement into the Senior Executive Service, or have successfully completed a Senior Executive Service Candidate Development Program approved by OPM and been certified by OPM, you must submit a narrative statement covering each of the Executive Core Qualifications listed below. Your examples should be clear and concise, and emphasize your level of responsibilities, scope and complexity of programs managed, program accomplishments with results of your actions, policy initiatives and level of contacts.
Each ECQ must be addressed separately and submitted with your application. Please refer to the OPM Guide to SES Executive Core Qualifications ( https://www.opm.gov/policy-data-oversight/senior-executive-service/reference-materials/guidetosesquals_2012.pdf ) for guidance on how to describe your executive qualifications.
EXECUTIVE CORE QUALIFICATIONS:
Narrative Statements for the ECQs must not exceed 10 pages ; additional pages will not be considered. This document MUST be submitted using the "Executive Core Qualifications" document type.
- ECQ 1 - LEADING CHANGE: You must have demonstrated an ability to bring about strategic change, both within and outside the organization, to meet organizational goals. Inherent to this ECQ is the ability to establish an organizational vision and to implement it in a continuously changing environment.
- ECQ 2 - LEADING PEOPLE: You must demonstrate the ability to lead people toward meeting the organization's vision, mission and goals. Inherent to this ECQ is the ability to provide an inclusive workplace that fosters the development of others, facilitates cooperation and teamwork, and supports constructive resolution of conflicts.
- ECQ 3 - RESULTS DRIVEN: This core qualification involves the ability to meet organizational goals and customer expectations. Inherent to this ECQ is the ability to make decisions that produce high-quality results by applying technical knowledge, analyzing problems, and calculating risks.
- ECQ 4 - BUSINESS ACUMEN: This ECQ involves the ability to manage human, financial, and information resource strategically.
- ECQ 5 - BUILDING COALITIONS: This ECQ involves the ability to build coalitions internally and with other Federal agencies, State and local governments, nonprofit and private sector organizations, foreign governments, or international organizations to achieve common goals.
FUNDAMENTAL COMPETENCIES: The following competencies are the foundation for success in each of the Executive Core Qualifications: Interpersonal Skills, Oral Communication, Integrity/Honesty, Written Communication, Continual Learning, and Public Service Motivation.
MANDATORY PROFESSIONAL/TECHNICAL QUALIFICATIONS (MTQs) :
No more than one (1) page per MTQ is allowed; additional information will not be considered. This document MUST be submitted using the "Mandatory Technical Qualification" document type.
There are no Mandatory Professional/Technical Qualifications for the Deputy Associate Commissioner for Customer Service.
DESIRABLE QUALIFICATIONS (DQs) :
An optional statement addressing each Desirable Qualification (DQ) is strongly recommended. No more than one (1) page per DQ is allowed; additional information will not be considered. This document should be submitted using the "Desirable Qualification" document type.
(1) Senior-level experience leading a major component or organization that monitors service delivery performance, analyzes customer feedback, and identifies solutions to improve the customer experience
(2) Senior-level experience leading the design, implementation, oversight, and engineering of national customer service business processes
(3) Senior-level experience leading studies and analysis using management information to evaluate operational efficiencies and to make data driven decisions regarding customer service delivery
**Note for Current and/or Former Political Appointees: Effective January 1, 2010, OPM must authorize any employment offers we make to current or former (within the last 5 years) political Schedule A, Schedule C, or Non-Career SES employees in the executive branch. If you are currently, or have been within the last 5 years, a political Schedule A, Schedule C or Non-Career SES employee in the Executive Branch, you must disclose that to the Human Resources Office within your application package.
Education
This job does not have an education qualification requirement.
Additional information
(1) The selectee for this position will be subject to an appropriate security investigation, including fingerprinting and periodic future reinvestigation(s).
(2) Veteran's preference is not applicable to the SES.
(3) This position is covered under the post-employment restrictions of the Ethics in Government Act of 1978 (PL 95-521). This law also requires the selectee to file an Executive Personnel Financial Disclosure Report (Standard Form 278) within 30 days of appointment.
(4) Selectee must serve a one-year probationary period unless s/he previously completed one in the Senior Executive Service.
(5) Male applicants born after December 31, 1959, must be registered with the Selective Service System before they can be employed by an executive agency of the Federal government. This requirement does not apply to Agency employees appointed before November 8, 1985.
(6) This position may be a Testing Designated Position. The selectee will be notified if they are required to submit to a pre-employment urinalysis drug screening within 48 hours of notification. After appointment, the selectee will then be subject to future random drug screening.
All application materials are subject to the provisions of the privacy act and become property of SSA.
COVID-19 Vaccination Requirement: As required by Executive Order 14043, Federal employees must be fully vaccinated against COVID-19 regardless of the employee's duty location or work arrangement (e.g., telework, remote work, etc.), subject to such exceptions as required by law. If selected, you will be required to be vaccinated against COVID-19 and submit documentation of vaccination shortly after appointment or onboarding with SSA. At the time of selection, SSA will provide additional information regarding what documentation you must provide and how you can request a legally required exception from this requirement.
UPDATE ON COVID-19 VACCINATION REQUIREMENT - JANUARY 24, 2022
To ensure compliance with an applicable nationwide preliminary injunction, which may be supplemented, modified, or vacated, depending on the course of ongoing litigation, the Federal Government will take no action to implement or enforce the COVID-19 vaccination requirement pursuant to Executive Order 14043 on Requiring Coronavirus Disease 2019 Vaccination for Federal Employees . Therefore, to the extent a Federal job announcement includes the requirement that applicants must be fully vaccinated against COVID-19 pursuant to Executive Order 14043, that requirement does not currently apply. Federal agencies may request information regarding the vaccination status of selected applicants for the purposes of implementing other workplace safety protocols, such as protocols related to masking, physical distancing, testing, travel, and quarantine.
The Social Security Administration provides reasonable accommodations to applicants with disabilities where appropriate. If you need a reasonable accommodation for any part of the application and hiring process, please notify us. The decision on granting reasonable accommodation will be granted on a case-by-case basis.
The Social Security Administration provides equal opportunity for all persons without regard to race, color, age, religion, gender, national origin, political affiliation, sexual orientation, marital status, parental status, disability, or conduct not adversely affecting employee performance.
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