Program Specialist - SV-0301-H - Transportation Security Administration - Arlington, Virginia - EXPIRED

This Program Specialist position is located in the Transportation Security Redress Branch, Traveler Engagement Division, Office of Civil Rights and Liberties, Ombudsman and Traveler Engagement (CRL/OTE), Transportation Security Administration (TSA), Department of Homeland Security (DHS). If selected for this position, you will be performing administrative and analytical functions including process improvement, communications, and case management. Duties include:

• Managing cases going through the TSA-managed DHS Redress process, ensuring requests are referred to the correct organization and appropriate identity documents are requested of the individual seeking redress, and potentially sensitive cases are flagged for management attention.
• Tracking case back log and cases involving long waits, following up on escalated cases, and reporting broad trends and patterns in cases.
• Managing incoming complaints to the Branch, including responding to routine inquires, researching, and referring complex and unique matters to leadership.
• Formulating recommendations or requirements to improve data collection systems, administrative systems, processes, policies, or guidelines for the Branch; proposing internal rules, regulations, and procedures for the Branch.
• Training and providing guidance to others, and acting as the lead to support staff on administrative Redress business processes; ensuring support staff perform work properly, such as routine intake work, checking for required documents and, inputting cases in the database.

To qualify for the SV-H Pay Band (equivalent to GS-12), you must have one year of specialized experience equivalent to the SV-G Pay Band or GS-11 in the Federal service or equivalent experience in the private sector. Specialized experience is defined as experience that has equipped you with the particular knowledge, skills and abilities to successfully perform the duties of the position. Such experience includes analyzing administrative program principles or polices, and responding to inquiries or demands through a redress process, rectifying or remedying situations.

National Service Experience (i.e., volunteer experience): 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, 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: Credit for experience is given based on a 40-hour workweek. Part-time experience is credited on a part-time ratio, i.e., working 20 hours per week for two months equals one month of experience. No additional credit is given for overtime.

You must meet the qualification requirements for this position no later than the closing date of the vacancy announcement.

HOW YOU WILL BE EVALUATED:

You will be evaluated based on a comparison of the position requirements against the quality and extent of the experience and/or related education as reflected in your resume and supporting documentation. You are encouraged to ensure work experiences clearly show possession of the competencies required for this position. We will compare your resume and supporting documentation to your responses on the assessment questionnaire. If, after reviewing your resume and any supporting documentation, a determination is made that you have rated yourself higher than is supported by your application materials, your category placement may be adjusted and/or you may be excluded from consideration for this job.

When completing the assessment questionnaire for this position, you will be prompted to elect if you wish for your application to be considered as External (where Veterans’ Preference applies), as Status (current or former Federal Employees), and/or Internal to TSA as a current permanent or competitive temporary employee. At that time, please select the answer(s) that apply to you and your application to this position.

Candidates will be rated and ranked using Category Grouping procedures. Under Category Grouping, candidates will be rated and ranked into one of three categories:

Best Qualified - applicants possessing experience that substantially exceeds the minimum qualifications of the position including all selective factors and are highly proficient in all requirements of the job and can perform effectively in the position;

Well Qualified - applicants possessing experience that exceed the minimum qualifications of the position including all selective factors and are proficient in most of the requirements of the job; and

Qualified - applicants possessing experience that meets the minimum qualifications of the position including all selective factors and are proficient in some, but not all of the requirements of the job.
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