Contact Representative (Service Representative) - ICTAP
Social Security Administration - Des Moines, IA

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Do you have a desire to:
help SSA manage its Social Security programs?

analyze and solve problems?

help to advise millions of retired and disabled individuals?

work on a team to make a difference in people's lives and your own?

Join SSA, one of the top 10 Best Places to Work in the Federal Government!

Contact Representatives (Service Representatives) contribute to the Agency's mission through direct and personal service to the public. In addition, Contact Representatives obtain information in order to determine eligibility and entitlement to programs administered by SSA, and use state-of-the-art technology to access and update information about claims for benefits and other SSA services.

This vacancy may be used to fill additional vacancies for up to 6 months from the closing date of the announcement.


those eligible for the Interagency Career Transition Assistance Program (ICTAP) in the commuting area of Des Moines, IA United States 1 vacancy


This position is temporary not to exceed one year, may be extended.


Background and/or Security Investigation

U.S. Citizenship

Selective Service Registration

Fingerprint Clearance

Service Representatives (SR) answer general and technical questions and provide information about SSA programs, process Social Security card applications, assist with the completion of forms, research and analyze benefit payment issues, and initiate contact with customers to obtain or clarify information.

Specialized Experience Requirements:
Requires 1 year of specialized experience equivalent to the GS-7 level that demonstrates the ability to independently perform all or most of the following tasks: 1) Interpreting, explaining, and applying complex laws, regulations and written guidelines (e.g., Federal, State or County laws) to specific cases or applications for benefits, privileges, etc; making recommendations for policy changes and/or commenting on new policy; 2) Communicating orally, with a large volume of people from different socioeconomic backgrounds, in order to obtain and provide information concerning

social insurance, income maintenance, veterans' benefits, insurance, retirement or similar benefit programs;

3) Using a computer to perform administrative and clerical processes, input and retrieve program information, associate documents with related files/records, reconcile discrepancies or make corrections, resolve problems; 4) Writing correspondence providing detailed explanations to support eligibility for benefits/privileges, to explain complex program information, and/or to provide analysis of complex information.

Part-time work is prorated in crediting experience (e.g., if you work 20 hours per week for a 12 month period, you will be credited with 6 months of experience.)

In addition to meeting the minimum qualifications, applicants must be displaced Federal employees under the Interagency Career Transition Assistance Plan (ICTAP).

Qualification requirements must be met by the closing date of this announcement.



Substitution of education for general and specialized experience will be made in accordance with the OPM Operating Manual,

Qualification Standards for General Schedule Positions


Substitution of education is not applicable at the GS-08 grade level.

Selective Placement Factor

Meet and Deal Panel Interview:
Applicants will be required to participate in a panel interview (after basic eligibility determination) to demonstrate an aptitude for meeting and dealing with the public. Applicants must pass this interview process in order to be found fully

qualified for this position and receive further consideration for selection. This interview will cover typical situations, which might be encountered on the job, in person or over the telephone. Candidates

must demonstrate qualities such as clarity of speech, ability to listen, ability to establish confidence and put others at ease and the ability to organize and express thoughts clearly. If you do not pass the Meet and Deal panel interview, you will not qualify for the job.

The evaluation you receive is based on your responses to the questionnaire. Your resume and supporting documentation will be compared to your responses to the occupational questionnaire, which is designed to capture the desired competencies for this position.

These competencies include a

bility to communicate orally and in writing. The ability to apply federal, state, and/or local rules and regulations; ability to research and analyze information.

In addition to meeting the basic eligibility criteria, ICTAP applicants must be well qualified for the position. Well-qualified is defined as having knowledge, skills, and abilities that clearly exceed the minimum qualification requirements for the position. Under numeric rating procedures, qualified ICTAP applicants must receive a rating of


or higher to be eligible for selection. Please ensure you answer all questions and follow all instructions carefully. Errors or omissions may affect your evaluation. The questionnaire takes approximately 15 minutes to complete. To preview the questions, click the following link:

View Assessment Questions

We recommend you use the USAJobs resume builder for submitting a resume to ensure you include dates of employment for each job listed (month/year) as well as average number of hours (e.g., 40 hours, 20 hours) worked per week. Note: You can copy and paste your existing resume into resume builder. Please review the Tips for Applying for additional guidance.

If your application and supporting documentation does not support your responses to the questionnaire, it may affect your evaluation or result in your name being removed from further consideration.

Social Security offers a comprehensive

benefits program

that you can customize for your individual medical and financial needs. In addition to traditional "dollars and cents" benefits, we offer a range of benefits to help you

balance life with Social Security to life outside of work

. Please visit our Careers website at

for additional information.

Selective Service

: If you are a male applicant born after December 31, 1959, you must certify that you are registered with the

Selective Service System

or that you are exempt from having to do so under the Selective Service Law.

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These guys have your number. Or at least you better hope they do. The Social Security Administration (SSA) pays retirement, disability, and...