Lead Contact Representative (Lead Customer Service Representative) (ICTAP) (Temp)
About This Position
Interagency Career Transition Assistance Program (ICTAP) eligibles only in the commuting area of the selected duty location. LOCATION: This position is located in the Fall River Field Office, 400 North Main Street, Fall River, MA. TOUR OF DUTY: Flextime | Full-time | Part-time (up to 40 hours per week) | No alternate work schedules will be allowed. TYPE OF POSITION: Temporary, Not-to-Exceed 1 year; may be extended, will not become permanent
Qualifications
Resumes exceeding two pages in length will not be considered. Visit the 'Required Documents' section below for more information.
Applicants must have 52 weeks of specialized experience at the GS-8 level, or equivalent, which is in or related to the work of the position to be filled and has equipped applicant with the particular knowledge, skills, and abilities to successfully perform the duties of the position. Examples of specialized experience are (1) screening and routing visitors through the Visitor Intake Process redesign (VIPr) Program; (2) receiving and verifying medical continuing disability review documents or processing enumerations; or (3) mentoring or providing formal/informal training to Field Office Customer Service Representatives (CSRs) on Social Security laws, regulations, policies, and procedures. SELECTIVE PLACEMENT FACTOR: COMPETENCY ASSESSMENT INTERVIEW PROCESS (CAIP) 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.
Applicants 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 CAIP interview, you will not qualify for the job. Panel interviews may be conducted via video conferencing software, if technically feasible.
NOTE: Previous Meet and Deal results are not valid for this vacancy announcement; you will be required to complete the CAIP assessment. Qualification requirements must be met by the closing date of this announcement.
Applicants must have 52 weeks at the GS-8 or higher. Time in grade requirement must be met by the closing date of this announcement.
Major Duties
The Lead Customer Service Representative provides technical assistance and guidance to CSRs in handling inquiries and other requests from the public. Ensures uniform and proper application of Social Security laws, regulations, policies and procedures and assists supervisor/management officials in carrying out the work of the unit.
Education
There is no substitution of education for experience at this grade level.
How You Will Be Evaluated
The following knowledge, skills, and abilities are necessary to perform the duties of the position: Knowledge of SSA programs, rules, laws, regulations and post-entitlement processes. Ability to lead and motivate others. Ability to analyze and research issues to resolve workflow problems, errors or discrepancies. Ability to communicate orally. Ability to communicate in writing. Ability to use online technology and automation tools.
Applicants will be assessed using the rating criteria listed in the following link: https://apply.usastaffing.gov/ViewQuestionnaire/13089810
Additional Information
In addition to the minimum qualifications, applicants must be eligible under the following category: Displaced or surplus Federal employees eligible under the Interagency Career Transition Assistance Plan (ICTAP) who have held a GS-9 or above, and in the commuting area of the listed duty locations.
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 85 or higher to be eligible for selection.
This is not a career-ladder position; GS-9 is the full performance level. This is a bargaining unit position represented by the American Federation of Government Employees. Selective Service: If you are a male applicant born after December 31, 1959, you must certify that you have registered with the Selective Service System, or are exempt from having to do so under the Selective Service Law.
See www.sss.gov. Additional selections may be made for this vacancy six months from the closing date of this announcement.
How to Apply
To apply for this position, you must provide a complete Application Package which includes: Your Resume Proof of ICTAP eligibility The Occupational Questionnaire Additional Required Documents, if applicable (see Required Documents section) The complete Application Package must be submitted before midnight (ET) on 10/18/2026. To begin the process, click the Apply Online button to create an account or log in to your existing USAJOBS account.
Follow the prompts to complete the occupational questionnaire. Please ensure you click the Submit My Answers button at the end of the process. If you use assistive software or an adaptive device, or you are experiencing some other type of technical difficulty and/or otherwise require assistance with the application process, please contact [email protected].
Individuals with hearing or speech disabilities may use the listed email or 7-1-1 for TTY-based Telecommunications Relay Services to call the listed phone number. Additional Telecommunications Relay Services options are available in each state: https://www.fcc.gov/general/trs-state-and-territories Due to our security procedures, our office will not accept any applications submitted via email or standard mail. The email address is listed only for inquiries about the position or the How to Apply process.
To check the status of your application or return to a previous or incomplete application, log in to your USAJOBS account.
Required Documents
Resumes exceeding two pages in length will not be considered, please visit the new resume guidance for more information.
You must submit supporting documentation by the closing date of the vacancy announcement to claim certain types of preference or qualify on the basis of education. INTERAGENCY CAREER TRANSITION ASSISTANCE PLAN (ICTAP): ICTAP provides eligible displaced Federal competitive service employees with selection priority for competitive service vacancies. To receive selection priority, candidates must meet the requirements for the Well Qualified category as described in the vacancy announcement.
Candidates must also provide: proof of eligibility with your application. Such proof may include a copy of your written notification of ICTAP eligibility or a copy of your separation Notice of Personnel Action, (SF-50); and proof of your most recent performance rating of at least "fully successful" (Level III) or equivalent. For more information visit http://www.opm.gov/rif/employee_guides/career_transition.asp.