Contact Representative
Department Of Labor - New York, NY

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Opportunities are Open! Begin a challenging career with the U.S. Department of Labor (DOL), and you will help shape the workforce of tomorrow. DOL offers rewarding opportunities to contribute to a noble mission; to serve and protect American workers, prepare them for new and better jobs, and to ensure the safety and fairness of American workplaces.

The position is located in the Division of Longshore and Harbor Workers' Compensation, District Office, New York City, New York. The Division administers the Longshore and Harbor Workers' Compensation Act, Defense Base Act, Non-appropriated Fund Instrumentalities Act, and Outer Continental Shelf Lands Act by processing and adjudicating workers' compensation claims filed by covered employees.

As a Contact Representative under the guidance of the District Director, the incumbent is responsible for:

(1) providing customer service to a wide range of customers, such as claimants, insurance carriers, self-insured employers, and attorneys,

(2) interviewing claimants and providing general information via telephone and personal contact; assisting in the completion of applications for benefits by explaining procedures and what supporting evidence is necessary to substantiate claims, and providing forms;

(3) reviewing all documents for information on type of injury, loss of work time and benefits being paid and comparing the information with the requirements of the case in accordance with the Longshore Act requirements;

(4) receiving and reviewing all incoming mail, determining proper jurisdiction, preparing correspondence and forwarding the case to the proper Federal or State Office; and

(5) inputting data into the Longshore Case Management System, extracting and preparing monthly reports, as requested.

KEY REQUIREMENTS

U.S. Citizenship required - must be 16 years of age.

Subject to background investigation, if one has not been completed.

Subject to a probationary period, if one has not been completed.

Positions is inside the BU-NCFLL. Full Performance Level is GS-5.

Full Performance Level is GS-5.

Travel or relocation expenses may be paid i/a/w DOL policy.

DUTIES:
As a Contact Representative under the guidance of the District Director, the incumbent is responsible for:

(1) providing customer service to a wide range of customers, such as claimants, insurance carriers, self-insured employers, and attorneys,

(2) interviewing claimants and providing general information via telephone and personal contact; assisting in the completion of applications for benefits by explaining procedures and what supporting evidence is necessary to substantiate claims, and providing forms;

(3) reviewing all documents for information on type of injury, loss of work time and benefits being paid and comparing the information with the requirements of the case in accordance with the Longshore Act requirements;

(4) receiving and reviewing all incoming mail, determining proper jurisdiction, preparing correspondence and forwarding the case to the proper Federal or State Office; and

(5) inputting data into the Longshore Case Management System, extracting and preparing monthly reports, as requested.

QUALIFICATIONS REQUIRED:
Applicants must have 52 weeks of specialized experience equivalent to at least the next lower grade level, GS-4, in the Federal Service. Specialized Experience is experience which has given the applicant the knowledge, skills and ability to perform the duties of the position. Examples include: working in an office environment which required answering phones and responding to non-technical inquiries, data entry and use of a computer to generate correspondence; working in a medical office as an administrative assistant/secretary; working in an insurance firm which required use of a computer, answering general inquiries orally and in writing. OR Educational substitution which is four (4) years of education above high school.

College Transcript and Evaluation of Foreign Education - Transcripts (in English) must be submitted if (a) a degree is required for the position, and/or (b) education is used as the basis for qualifying for this position. The Department of Labor does not recognize academic degrees from schools that are not accredited by an accrediting institution recognized by the Department of Education. Any applicant falsely claiming an academic degree from an accredited school will be subject to actions ranging from disqualification from federal employment to removal from federal service. If courses were taken at both the undergraduate and graduate levels, or from several different colleges or universities, you must submit all the necessary transcripts. If your education was completed at a foreign college or university, you must show comparability to education received in accredited educational institutions in the United States and comparability to applicable minimum course work requirements for this position. Click Evaluation of Foreign Education for more information.

Applicants must meet all legal and regulatory requirements. Please reference the "Required Documents" section for additional requirements.

HOW YOU WILL BE EVALUATED:
If you meet the minimum qualification requirements for this position, you will be evaluated against the evaluation factors (competencies) noted below and will be placed into one of the following quality categories based on your responses to the vacancy questions. Categories Category A - Meets the basic qualification requirements for the vacancy announcement and has successful experience in the same or similar job that has demonstrated superior proficiency in applying knowledge, skill, and ability in the critical competencies for this position to work of increased levels of difficulty and complexity. Category B - Meets the basic qualification requirements for the vacancy announcement and demonstrates satisfactory proficiency in the critical competencies for this position. Category C - Meets the specialized experience outlined in the minimum qualifications requirements section of the vacancy announcement and demonstrates proficiency in the basic competencies required for this position.

Evaluation Factors (Competencies) - All qualified applicants will be evaluated on the following key competencies (click Evaluation Tools for information): Evaluation Factors (Competencies) : - All qualified applicants will be evaluated on the following key competencies: Technical Competence: - Uses knowledge that is acquired through formal training or extensive on-the-job experience to perform one's job; works with, understands, and evaluates technical information related to the job; advises others on technical issues. Customer Service: Works with clients and customers (that is, any individuals who use or receive the services or products that your work unit produces, including the general public, individuals who work in the agency, other agencies, or organizations outside the Government) to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knows about available products and services; is committed to providing quality products and services. Communication: Orally expresses ideas and facts to individuals or groups effectively; makes clear and convincing oral presentations; listens to others; facilitates an open exchange of ideas; when writing - Recognizes or uses correct English grammar, punctuation, and spelling; communicates information (for example, facts, ideas, or messages) in a succinct and organized manner; produces written information, which may include technical material that is appropriate for the intended audience. Interpersonal Skills: Considers and responds appropriately to the needs, feelings, and capabilities of others; adjusts approaches to suit different people and situations. Technology Application: Uses machines, tools, or equipment effectively; uses computers and computer applications to analyze and communicate information in the appropriate format. Self-Management: Sets well-defined and realistic personal goals; monitors progress and is motivated to achieve; manages own time and deals with stress effectively. The information you provide may be verified by a review of your work experience and/or education, by checking references and through other means, such as the interview process. The examining Human Resources Office (HRO) makes the final determination concerning applicant ratings. It is essential that your resume provide sufficient information to substantiate your responses in the self-assessment vacancy questions. If your responses are not adequately substantiated by your resume, the HRO will amend your responses to more accurately reflect the level of competency that is indicated by the content of your resume. Your evaluation may also include a review by a Human Resources Specialist or panel and may include other assessments such as an interview, a panel review, written test, writing sample, etc. INFORMATION FOR ICTAP/CTAP ELIGIBLES ONLY: If you meet the eligibility requirements for special priority selection under ICTAP/CTAP you must be well-qualified for the position to receive consideration for special priority selection. ICTAP/CTAP eligibles who are placed into Category "B" ie., score 85 or higher will be considered "well-qualified" for priority selection purposes. Click Application of Veterans Preference for Category Rating Jobs for more information.
To preview questions please click here .

BENEFITS:
The Department of Labor (DOL) offers a great benefit package to eligible employees. The benefit package includes but is not limited to health benefits, supplemental dental and vision plans, flexible spending accounts, 13 days paid sick leave per year, vacation leave and 10 paid holidays per year. We offer a variety of employee benefit options, a family-friendly work environment, a child care subsidy program, transit subsidy program, career assistance program, health services and fitness programs, access to LifeCare, a resource and referral service and more. Employees on Part-Time work schedules receive all of these benefits on a prorated basis. For a comprehensive site about all federal benefits, please refer to OPM . For specific DOL benefits information, please refer to DOL BENEFITS .

OTHER INFORMATION:
The United States Government does not discriminate in employment on the basis of race, color, religion, sex, national origin, political affiliation, sexual orientation, gender identity, marital status, disability, age, membership in an employee organization, or other non-merit factor. Refer to these links for more information: GENERAL INFORMATION , ADDITIONAL DOCUMENTATION , SELECTIVE SERVICE REGISTRATION , PROBATIONARY PERIOD , FORMER FEDERAL EMPLOYEES

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