The Program Support Assistant serves as a key initial point of contact (POC) for the Customer Call Center for the public and stakeholders seeking information about PPQ programs, services, and activities. You will provide a timely response to questions and requests for information and, when necessary, connect them with the appropriate Agency experts

Duties

The duties described are for the full-performance level. The duties may include, but are not limited to: Serves as a key point of contact for the public and external stakeholders who are seeking information about PPQ programs, services, and activities Uses critical thinking and problem-solving skills to thoroughly research answers or solutions to often incoming stakeholder questions, problems, or situations May utilize a variety of resources, including the Internet, Department, Agency, or State policies or requirements, and Agency experts to determine appropriate responses to stakeholders Provide accurate information to stakeholders and when appropriate connect stakeholders with Agency experts Communicates with program staff and recommends the need for web updates on hot topics or emerging issues. Maintains a record of incoming calls via an electronic system as identified and directed by leadership. Effectively use available technology to assist callers who do not speak English or who are hearing impaired. Answers the main PPQ Customer Call Center phone lines.

Requirements

• You must be a US Citizen or US National.
• Individuals who were born male after 12/31/1959 must be Selective Service registered or exempt.
• Subject to satisfactory adjudication of background investigation and/or fingerprint check.
• Successful completion of one-year trial period.
• Direct Deposit: Per Public Law 104-134 all Federal employees are required to have federal payments made by direct deposit to their financial institution.
• Successfully pass the E-Verify employment verification check. To learn more about E-Verify, including your rights and responsibilities, visit E-Verify at https://www.e-verify.gov/
• Valid state driver's license is required at the time of application.
• All USDA employees are required to be enrolled in Continuous Vetting, which authorizes government agencies to receive notifications of criminal activity on individuals who hold low risk, public trust, or national security positions.
• Selective Placement Factor: This position requires you to currently be able to communicate in Spanish, including speaking and writing.

Qualifications

Applicants must meet all qualifications and eligibility requirements by the closing date of the announcement, including specialized experience and/or education, as defined below. FOR THE GS-5 LEVEL: Selective Placement Factor: This position requires you to currently be able to communicate in Spanish, including speaking and writing. FOR THE GS-5 LEVEL: In addition, applicants must have one year of specialized experience (equivalent to the GS-4 level) that may have been obtained in the private or public (local, county, state, Federal) sectors which demonstrates: - Experience handling requests for information, responding to inquiries, preparing technical correspondence, and resolving technical problems. - Experience researching information from current files, archives, reference books/manuals and other sources, as well as following processes, policies and past practices. - Experience in handling and redirecting inquiries that may require additional research to the proper subject matter expert. OR 4 years above high school. Only education in excess of the first 60 semester hours (i.e., beyond the second year) is creditable toward meeting the specialized experience requirement. One full academic year of study (30 semester hours) beyond the second year is equivalent to 6 months of specialized experience. Equivalent combinations of education and experience are qualifying for this grade level. TRANSCRIPTS are required if: You are qualifying for the position based on education. You are qualifying for this position based on a combination of experience and education. This education must have been successfully completed and obtained from an accredited school, college, or university COMBINATION OF EDUCATION & EXPERIENCE AT THE GS-???????5 GRADE LEVEL: Applicants may have combinations of successfully completed education and specialized experience to meet total qualification requirements. The total percentages must equal at least 100 percent to qualify for that grade level. 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 and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

Education

This position does not have an education qualification requirement.

Contacts

• Address Animal and Plant Health Inspection Service USDA APHIS MRPBS 250 Marquette Avenue, Suite 410 Minneapolis, MN 55401 US
• Name: MRP Human Resources
• Phone: 612-336-3227
• Email: [email protected]