Complaint Processing Branch Chief

Works with the human resources (HR) management staff to provide advice and assistance on issues relating to the Formal Complaint Process effort and means to resolve conflicts. Serves as a consultant and advisor to Office of Civil Rights (OCR) and General Services Administration (GSA) staff and management officials regarding the informal and formal complaint process, to include the Alternative Resolution program, traditional counseling, and formal investigations. Oversees the formal complaints process including having oversight of Equal Employment Opportunity (EEO) investigations, and ensures coordination with appropriate offices and agencies have been accomplished by the teams and subject matter experts (SMEs).

Oversees the informal stage of the complaint process from date of initial contact to the notice of right to file a formal complaint. Ensures effective and timely counseling and mediation services are provided for a complex professional, administrative, technical and trades and crafts civilian workforce at all grade levels throughout the agency. Reviews, develops and implements procedures for processing informal complaints of discrimination.

Analyzes concepts and factors during development of criteria, establishing priorities relative to long-mid and short-range management strategy. Provides day-to-day leadership and guidance, both technical and administrative to staff.

If selected, you must meet the following conditions: Current or Former Political Appointees: The Office of Personnel Management (OPM) must authorize employment offers made to current or former political appointees. If you are currently, or have been within the last 5 years, a political Schedule A, Schedule C or Non­Career SES employee in the Executive Branch, you must disclose this information to the HR Office. Failure to disclose this information could result in disciplinary action including removal from Federal Service.

Undergo and pass a background investigation (Tier 2 investigation level). Serve a one year supervisory or managerial probationary period, if required

A panel of Subject Matter Experts (SMEs) will review the resumes of qualified candidates and assign a score for each of the five required Knowledge, Skills, and Abilities (KSAs) based on the experience documented in the resume and narrative responses. Knowledge of informal resolution, formal complaint, and investigative policies and procedures to advise management and staff on complaint resolution and investigative requirements. Ability to lead and guide formal Equal Employment Opportunity (EEO) investigations, monitor case progress, maintain complaint tracking systems, and ensure completion of required procedural actions.

Skill in managing the informal complaint process, ensuring timely traditional Equal Employment Opportunity (EEO) counseling and mediation services, and developing procedures for processing and tracking informal discrimination complaints. Skill in analyzing concepts and relevant factors to develop evaluation criteria and establish priorities aligned with short-, mid-, and long-range management strategies. Skill in providing day-to-day leadership and guidance to staff on technical and administrative matters as it relates to the complaint processing program or related areas.

Demonstration of these KSAs must be supported by your resume.

Applicants should also make note of each KSA, as you will be asked to address them later in the application process. Consideration will be given to performance appraisals and incentive awards in merit promotion selection decisions in accordance with 5 CFR 335.103(b)(3). You should list any relevant performance appraisals and incentive awards in your resume so that information will be taken into consideration during the selection process.

If selected, you may be required to provide supporting documentation. If you are eligible under GSA's Career Transition Assistance Plan (CTAP), your resume must clearly demonstrate experience in at least 3 of the 5 required Knowledge, Skills, and Abilities (KSAs) to receive priority consideration.

You may preview questions for this vacancy.

Candidates will not be hired based on their race, sex, color, religion, or national origin. Applicants are encouraged to make their resume searchable in their USAJOBS.gov profile. This will allow Federal hiring specialists and hiring managers across agencies to find their resume as part of agency recruitment campaigns or staffing searches.

If you apply to this position and are selected, we will not ask about your criminal history before you receive a conditional job offer. If you believe you were asked about your criminal history improperly, contact the agency or visit GSA's webpage. Additional vacancies may be filled through this announcement in this or other GSA organizations within the same commuting area as needed; through other means; or not at all.

Submit a complete online application including any required documents prior to 11:59 pm Eastern Time on the closing date of the announcement. You can modify or complete your application any time before the deadline. Simply return to USAJOBS, select the vacancy, and update your application. For more detailed instructions on how to apply, click here: Apply for a GSA Job. If you are having issues applying to this announcement, you should switch to a different browser, network or device.

Note: Your firewall may block your transfer from USAJOBS to your GSA application. To begin, click the Apply Online button on the vacancy announcement. Sign in or register on USAJobs and select a resume and documents to include in your application. Resumes exceeding two pages will not be accepted by USAJOBS and will prevent your application from moving forward in the hiring process. Please see Required Documents for additional details. Once you have clicked Apply for this position now, you will be taken to the GSA site to complete the application process.

Click the Apply To This Vacancy and complete all steps in the application process until the Confirmation indicates your application is complete. If you click Return to USAJobs or get timed out prior to receiving confirmation, your application will not be submitted and cannot be considered for this job.

Note: Review the REQUIRED DOCUMENTS section of this announcement to determine which apply to you and must be submitted online.

You may choose one or more of the following options to submit your document(s): Upload (from your computer) or USAJOBS (click the "USAJOBS" link to complete the transfer process). Need Assistance? Questions or issues completing an application and/or submitting documentation - contact [email protected] or 1-866-656-6831 Monday-Friday 7AM - 7PM EST, except for Federal holidays Specific questions on the position - contact the HR representative (Monday-Friday during normal business hours) listed on the announcement, prior to the application deadline You must receive HR approval before deviating from these instructions.

Be sure to APPLY EARLY as most assessments must be completed fully and submitted before the announcement closing.

ALL required documents must be submitted before the closing date. Review the following list to determine what you need to submit.

Your resume should not exceed 2 pages and must demonstrate the specialized experience related to the position for which you are applying.

Your resume must contain the following information: Name, address, telephone number, email address; Job Title (if Federal Service, provide series and grade; if not in GS plan, provide GS equivalent grade); Relevant work experience—should include employer name, job title, start and end dates (month/year), the number of hours worked per week and descriptions that explain how you meet the required qualifications in the job announcement. Education, certifications or licensures—If the job announcement requires any education, certifications or licensures, make sure to include the required information and any required documents like transcripts.

Your resume should contain enough information to make a valid determination that you fully meet experience requirements for each grade level you are applying to. If you do not provide enough information for us to determine your qualifications, you may be rated ineligible. If you are CTAP eligible - submit a, b, and c: (a) proof of eligibility including agency notice; (b) SF-50, and (c) most recent performance appraisal. Current or Former Political Appointees: Submit SF-50.