This position is located in the Bureau of Consular Affairs, Passport Services Directorate (CA/PPT/NY), in the U.S. Department of State. CA is responsible for the welfare and protection of U.S. citizens abroad, for issuance of passports and other travel documentation to citizens and nationals, and for the protection of U.S. border security and the facilitation of legitimate travel to the United States.

Duties

Serves as the point of contact for all customer service programs, issues, and opportunities in the agency/center of assignment. Conducts customer surveys to assess the quality of customer service provided by the assigned agency/center and to determine whether the passport services being provided meet expectations. Prepares periodic reports and special reports, as directed, for the regional director and for submission to PPT headquarters on the status of customer service levels within the region. Provides expert advice and guidance to and participates in developing procedural policies, recommending substantive adjustments to existing policies and designing programs. Evaluates the adequacy and accuracy of the instruction, advice and assistance provided to acceptance agents by passport specialists in response to daily questions or concern agents may have.

Requirements

• U.S. Citizenship is required.
• Incumbent will be subject to random drug testing.
• Must be able to obtain and maintain a Secret security clearance.
• Successfully pass the E-Verify employment verification check. To learn more about E-Verify, including your rights and responsibilities, visit: www.dhs.gov/E-Verify/

Qualifications

Applicants must meet all the required qualification requirements described below by the closing date of this announcement. NOTE: Applicants must meet time-in-grade and time after competitive appointment requirements, by the closing date of this announcement. Time-In-Grade Requirements: Federal applicants must have served 52 weeks at the next lower grade to satisfy time-in-grade restrictions, per 5CFR 300, Subpart F. GS-12: Applicants must have 1 year of specialized experience equivalent to the GS-11 level in the Federal service which provided the applicant with the particular knowledge, skills and abilities to perform the duties of the position. Qualifying specialized experience must demonstrate the following: Experience evaluating customer service delivery. Experience participating in the development and implementation of customer service-related training programs. There is no substitute of education for specialized experience for the GS-12 position. In addition, applicant's experience must also demonstrate that the candidate possesses the following qualities: Ability to assign, review, and supervise the work of others; Objectivity and fairness in judging people on their ability, and situations on the facts and circumstances; Ability to adjust to change, work pressures, or difficult situations without undue stress; Willingness to consider new ideas or divergent points of view; and Capacity to "see the job through." GS-13: Applicants must have 1 year of specialized experience equivalent to the GS-12 level in the Federal service which provided the applicant with the particular knowledge, skills and abilities to perform the duties of the position. Qualifying specialized experience must demonstrate the following: Experience evaluating customer service delivery. Experience participating in the development and implementation of customer service-related training programs. Experience participating in the development of policies, programs, and procedures. There is no substitute of education for specialized experience for the GS-13 position. In addition, applicant's experience must also demonstrate that the candidate possesses the following qualities: Ability to assign, review, and supervise the work of others; Objectivity and fairness in judging people on their ability, and situations on the facts and circumstances; Ability to adjust to change, work pressures, or difficult situations without undue stress; Willingness to consider new ideas or divergent points of view; and Capacity to "see the job through."

Education

Education requirements do not apply to this vacancy announcement.

Contacts

• Address U.S. Department of State Defense Finance and Accounting Services (DFAS) 8899 East 56th Street Indianapolis, Indiana 46249 United States
• Name: Ernesto Serrano
• Phone: 317-212-2494
• Email: [email protected]