Supervisory Contact Representative - Enrollment and Case Management
As a Supervisory Contact Representative in HEC ECM, you are responsible for providing leadership and supervision to a unit consisting of Contact Representatives, GS-05, GS-06, and GS-07. Duties include but are not limited to:
Works in close coordination with the Information Technology Division to ensure the systems that the Enrollment Case Management relies on are functioning. Gathers data, action type and average turnaround time for a specific task and utilizes the information to adjust the number of staff dedicated to that endeavor. Reviews customer contact to ensure accuracy of information being disseminated. Conducts audits of enrollment program procedures to identify methods of increasing the efficiency of the program while achieving program goals. Works in close coordination with the Information Technology Division to ensure the systems that the Enrollment Case Management relies on are functioning. Gathers data, action type and average turnaround time for a specific task and utilizes the information to adjust the number of staff dedicated to that endeavor. Reviews customer contact to ensure accuracy of information being disseminated. Conducts audits of enrollment activities to ensure the quality requirements are achieved throughout the program's life cycle. Generates weekly reports to measure productivity. Reviews and analyzes reports to determine and forecast staffing needs and utilization. Develops and reports on statistical and narrative data. Serves as the leader responsible for studies to coordinate the efforts of the unit, and consolidate findings into a completed recommendation for an updated or continued course of action. Work Schedule:
Full-Time, Permanent, Monday through Friday, to be scheduled between the hours of 6:
45am to 7:
30pm (CST).Specific tour of duty to be determined by supervisor after completion of training. Training Schedule:
Monday through Friday, 8am to 4:
30pm Telework:
Available on an ADHOC basis Virtual:
This is not a virtual position. Position Description/PD#:
Supervisory Contact Representative - Enrollment and Case Management/PD07454A Relocation/Recruitment Incentives:
Not Authorized Conditions of Employment 1) New appointees must successfully complete approximately 4-6 weeks of full time classroom training. 2) To maintain employment, new appointee achieving a passing grade of at least 80%on the final competency testing at the conclusion of the classroom training. 3) Failure to meet these requirements may result in termination of employment. To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 09/01/2020. Time-In-Grade Requirement:
Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement. For a GS-09 position you must have served 52 weeks at the GS-08. The grade may have been in any occupation, but must have been held in the Federal service. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials. Note:
Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment. You may qualify based on your experience and/or education as described below:
Specialized
Experience:
You must have one year of specialized experience equivalent to at least the next lower grade GS-08 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to:
Determines educational and training needs for subordinate staff members; Investigate and resolve employee complaints/grievances; Assist in the review process for standard operating procedures related to call center operations; Assist with special projects related to call center operations; Provide guidance to employees on the policies and procedures for healthcare benefits enrollment You will be rated on the following Competencies for this position:
Administration and ManagementCommunicationOrganizational AwarenessProblem Solving 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; religions; 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. Note:
A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment. Physical Requirements:
The work is primarily sedentary, although some slight physical effort may be required. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at https:
//www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.
Estimated Salary: $20 to $28 per hour based on qualifications.
Works in close coordination with the Information Technology Division to ensure the systems that the Enrollment Case Management relies on are functioning. Gathers data, action type and average turnaround time for a specific task and utilizes the information to adjust the number of staff dedicated to that endeavor. Reviews customer contact to ensure accuracy of information being disseminated. Conducts audits of enrollment program procedures to identify methods of increasing the efficiency of the program while achieving program goals. Works in close coordination with the Information Technology Division to ensure the systems that the Enrollment Case Management relies on are functioning. Gathers data, action type and average turnaround time for a specific task and utilizes the information to adjust the number of staff dedicated to that endeavor. Reviews customer contact to ensure accuracy of information being disseminated. Conducts audits of enrollment activities to ensure the quality requirements are achieved throughout the program's life cycle. Generates weekly reports to measure productivity. Reviews and analyzes reports to determine and forecast staffing needs and utilization. Develops and reports on statistical and narrative data. Serves as the leader responsible for studies to coordinate the efforts of the unit, and consolidate findings into a completed recommendation for an updated or continued course of action. Work Schedule:
Full-Time, Permanent, Monday through Friday, to be scheduled between the hours of 6:
45am to 7:
30pm (CST).Specific tour of duty to be determined by supervisor after completion of training. Training Schedule:
Monday through Friday, 8am to 4:
30pm Telework:
Available on an ADHOC basis Virtual:
This is not a virtual position. Position Description/PD#:
Supervisory Contact Representative - Enrollment and Case Management/PD07454A Relocation/Recruitment Incentives:
Not Authorized Conditions of Employment 1) New appointees must successfully complete approximately 4-6 weeks of full time classroom training. 2) To maintain employment, new appointee achieving a passing grade of at least 80%on the final competency testing at the conclusion of the classroom training. 3) Failure to meet these requirements may result in termination of employment. To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 09/01/2020. Time-In-Grade Requirement:
Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement. For a GS-09 position you must have served 52 weeks at the GS-08. The grade may have been in any occupation, but must have been held in the Federal service. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials. Note:
Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment. You may qualify based on your experience and/or education as described below:
Specialized
Experience:
You must have one year of specialized experience equivalent to at least the next lower grade GS-08 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to:
Determines educational and training needs for subordinate staff members; Investigate and resolve employee complaints/grievances; Assist in the review process for standard operating procedures related to call center operations; Assist with special projects related to call center operations; Provide guidance to employees on the policies and procedures for healthcare benefits enrollment You will be rated on the following Competencies for this position:
Administration and ManagementCommunicationOrganizational AwarenessProblem Solving 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; religions; 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. Note:
A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment. Physical Requirements:
The work is primarily sedentary, although some slight physical effort may be required. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at https:
//www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.
- Department:
0962 Contact Representative - Salary Range:
$52,905 to $68,777 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
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