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Job Details

Workers Compensation Customer Service Representative Office Automation

Company name
Office of Workers Compensation Programs

Salary
$40,198.00 to $52,252.00

Location
Philadelphia, PA

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Profile

Open & closing dates

02/14/2018

to

02/28/2018

Salary

$40,198 to $52,252 per year

Pay scale & grade

GS 06

Work schedule

Full-Time

Appointment type

Permanent

Location

2 vacancies in the following location:

Philadelphia, PA

Relocation expenses reimbursed

No

This job is open to

Federal employees

Current or former competitive service employees, including:

Merit promotion

Career Transition (CTAP, ICTAP, RPL)

Transfer

Veterans

Share

Announcement number

MS-18-PHIL-OWCP-0007

Control number

491327000

Duties

Duties

Summary

DOL seeks to attract and retain a high performing and diverse workforce in which employees’ differences are respected and valued to better meet the varying needs of the diverse customers we serve. DOL fosters a diverse and inclusive work environment that promotes collaboration, flexibility and fairness so that all individuals are able to participate and contribute to their full potential.

This position is located within the U.S. Department of Labor, Office of Workers Compensation Programs (OWCP), Region III, Division of Federal Employees’ Compensation District office located in Philadelphia, Pennsylvania. The district office is responsible for injury reports and claims processing functions leading to the amicable resolution of claims for compensation and medical benefits issues arising under the provision of the Federal Employees’ Compensation Act (FECA) and its extensions.

As a Workers’ Compensation Customer Service Representative (Office Automation), the selectee provide customer service support to a wide range of internal and external contacts including customers via telephone, written correspondence and personal contact. The Customer Service Representative also monitors and acts upon incoming mail, and maintains the flow of Federal Employees’ Compensation Act (FECA) case files in and out of the District Office.

This position has promotion potential to GS-07. Promotion Potential: There is no obligation to provide future promotions to you if you are selected. Future promotions are dependent on your ability to perform the duties at a higher level, the continuing need for an employee assigned to the higher level, and supervisory approval.

This position is inside the bargaining unit.

Additional vacancies may be filled using this announcement.

Learn more about this agency

Responsibilities

If selected for this position, you will: Provide general information and advice regarding the administration of Federal Employees’ Compensation Act (FECA) and its rules, regulations and procedures. Answer questions from Federal Employees’ Compensation Act (FECA) claimants, attorneys, union representatives and employing agencies regarding the status of claims for compensation or medical payments, or other benefit entitlement questions. Explain the requirements for FECA and the various forms used. Review and discuss case information with claimant and/or authorized party. Utilize automated computer system to log, obtain and provide case information to produce various items in draft or final form. Utilize office telephone system to transcribe, document and respond to phone messages. Respond to inquiries from bill providers, injured workers and employers regarding authorization, denial and/or payment of medical services. Identify and refer complex inquires to appropriate office staff. Review incoming mail and determine if action is required. Take appropriate action on non-complex issues and forward complex issues to servicing Claims Examiner. Issue, review and collect various compensation benefits forms. Prepare cases for appellate review for transfer to appropriate appellate body by reviewing, categorizing and acting on any pending inquiries.

Travel Required

Not required

Supervisory status

No

Promotion Potential

07

Who May Apply

This job is open to…

Current Federal employees w/ competitive status; Former Federal employees w/reinstatement eligibility; ICTAP and CTAP eligibles in the local commuting area; Veterans' Employment Opport. Act (VEOA) eligibles.

Also advertised as job announcement #DE-18-PHIL-OWCP-0004 for non-status applicants; to be considered for each, apply to BOTH jobs.

Questions? This job is open to 2 groups.

Job family (Series)

0303 Miscellaneous Clerk And Assistant

Requirements

Requirements

Conditions of Employment

Qualified typist required - ability to type 40 words per minute.

U.S. Citizenship. Must be at least 16 years of age.

Requires a probationary period if the requirement has not been met.

Appointment to this position may require a background investigation.

Applicants must meet time-in-grade, time-after-competitive-appointment and qualifications requirements within 30 calendar days after the closing date of the vacancy to be eligible for consideration for selection. Reference the Required Documents section for additional requirements.

Qualifications

IN DESCRIBING YOUR EXPERIENCE PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR SPECIALIZED EXPERIENCE.

Applicants must have at least 52 weeks of specialized experience equivalent to the GS-05 grade level demonstrating knowledge of various compensation laws (e.g. Federal Employees’ Compensation Act, Longshore and Harbor Workers’ Compensation Act, Defense Base Act, Outer Continental Shelf Lands Act) and Federal policies, regulations and processes in order to determine eligibility of claims, respond to workers' compensation claims inquiries and explain compensation program regulations and procedures, clearly and concisely utilizing both oral and written correspondence. Examples of specialized experience include:

1) Examining claim forms, folders and supporting documentation to analyze the adequacy and completeness of information received from a various internal and external contacts;

2) Providing technical advice, guidance and information regarding program processes, requirements and benefits to internal and external contacts through verbally and written correspondence;

3) Applying knowledge of various physical impairments, causes of diseases, treatment methods and relationship of disability to ability to work;

4) Utilizing advanced functions of various office software packages (e.g. word processing, database, spreadsheet, electronic mail or graphics) to produce correspondence, reports, statistical summaries and data lists in support of the program functions;

5) Communicating effectively, both orally and in writing, to provide and receive information from a variety of internal and external contacts.

Education

There is no educational substitution for this position.

Additional information

The United States Government does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.

The Department of Labor does not make unfavorable hiring decisions on the basis of an applicant's previous or current unemployment, or the fact that an applicant has experienced financial difficulty through no fault of his/her own and has undertaken good faith efforts to meet his/her financial obligations. Consideration is given to financial status in relation to appointments only where required by law, regulation, or Executive Order.

Refer to these links for more information: GENERAL INFORMATION

, REASONABLE ACCOMMODATION

, ADDITIONAL DOCUMENTATION

, SELECTIVE SERVICE REGISTRATION

, FORMER FEDERAL EMPLOYEES

How You Will Be Evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

Click here

for Evaluation details. For Displaced Employees 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 will be considered well-qualified if they attain at least a rating score of 85 in a numerical rating scheme. Be sure to review DOL Account Eligibility Questions #23 and 26 to reflect that you are applying as an ICTAP/CTAP eligible and submit supporting documentation.

Evaluation Factors (Competencies) - All qualified applicants will be evaluated on the following key competencies:

Technical: Knowledge of how to perform one's job. Refers to specialized knowledge that is acquired through formal training or extensive on-the-job experience.

Oral Communication: Expresses information to individuals or groups effectively, taking into account the audience and nature of the information; makes clear and convincing oral presentations and responds appropriately.

Writing: Communicates information in a sufficient and organized manner; produces written information, which may include technical material that is appropriate for the intended audience.

Customer Services: Works with clients and customers (that is, any individual who use or receive the services or products that your work unit produces, including the general public, individual 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.

Technology Application: Uses machines, tools, or equipment effectively; uses computers and computers applications to analyze and communicate information in the appropriate format.

Clerical: Knowledge of filing, typing, entering data, maintaining records, taking shorthand, and using and completing forms.

The information you provide may be verified by a review of your work experience and/or education, by checking references and through other means (ex. interview). Your evaluation may also include a review by an HR Specialist or panel and may include other assessment tools (ex. interview, structured interview, written test, work sample, etc). The examining Human Resources Office (HRO) makes the final determination concerning applicant ratings. Your resume MUST provide sufficient information to substantiate your vacancy question responses. If not, the HRO may amend your responses to more accurately reflect the level of competency indicated by the content of your resume.

To preview questions please click here

Background checks and security clearance

Security clearance

Q - Nonsensitive

Required Documents

Required Documents

The following documents must be submitted by 11:59 p.m. (ET) on the vacancy closing date. Follow the instructions: click How To Submit Supplemental Documentation Document

. Warning: If you submit a document using the same document title, the 2nd submission will OVERWRITE the 1st submission. Also, do not upload password protected documents.

The following documents are required from ALL applicants:

- Most Recent SF-50 that indicates current grade, step, and competitive status - All status candidates or reinstatement eligibles

MUST submit.

* Warning: An award SF-50 (ex. cash or time off award) may not indicate grade, step and competitive status. For current DOL employees, an award SF-50 DOES NOT indicate grade and step. Ensure you submit your most recent SF-50 indicating grade, step and competitive status to establish your eligibility for this position.

-Most recent performance appraisal/evaluation signed and dated within 18 months is requested by the agency, but will not disqualify candidates if not submitted. If not submitted during the application process, one may/will be requested at the time of the interview if the opportunity is extended. Applies to current and former Federal employees.

- If you do not have one, you must submit a statement explaining why one cannot be provided or you will not be considered for this position.

The following documents are required if applicable:

- Displaced Employee Placement Documents - Only required if requesting priority consideration under ICTAP

/ CTAP

Eligibility.

- DD-214 - verifying military service, eligibility for consideration under the Veterans Employment Opportunity Act (VEOA)

and showing character of discharge (ex. Member Copy 4 vs. Copy 1)

- Cover Letters are not mandatory and will not be used to verify experience, but may be submitted

Applicants selected for employment who are not current DOL employees will be required to provide proof of citizenship

, and the E-Verify

system will be used to confirm the employment eligibility of all new hires.

If you are relying on your education to meet qualification requirements:

Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education

Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.

Benefits

Benefits

A career with the U.S. Government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Learn more about federal benefits

Review our benefits

Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time, or intermittent. Contact the hiring agency for more information on the specific benefits offered.

How to Apply

How to Apply

Follow the steps below to apply. Your application and ALL required supplemental documents MUST be received by 11:59 pm Eastern Time (ET) on the vacancy closing date to receive consideration. Paper applications and supplemental documents submitted in any other manner without prior approval from the vacancy contact will not be considered. Click here

for information on Reasonable Accommodations.

SAVE your information before the 30 MINUTE TIMEOUT! For help, go to https://www.usajobs.gov/Help/how-to/.

STEP 1 - Create USAJOBS Account on www.usajobs.gov, including Resume and Saved Documents

Your resume must provide sufficient information to substantiate your responses in the self-assessment vacancy questions. If not, HR may amend your responses to more accurately reflect the competency indicated by resume content. FOR EACH EMPLOYMENT PERIOD, include: start/end month & year and note full-time or part-time (if part-time, include # of hours worked per week); otherwise, your application may be considered incomplete.

STEP 2 - Complete the 1st part of the application process (USAJOBS)

Once you have identified a job on www.usajobs.gov that you wish to apply for, click on the title and click the Apply button . For questions about the vacancy, contact the Agency Contact at the bottom of the announcement. Click “Start Application” and proceed through 5 steps noted at the top of the USAJOBS page. You will be able to select a resume and documents from your USAJOBS Account that you can submit as a package as part of your DOL application. At Step 5, click “Continue to Agency Site”.

STEP 3 – Complete the 2nd part of the application process (DOL)

On the Department of Labor (DOL) page, create a DOL Account if you have not already and click “APPLY TO THIS VACANCY”. Continue through the 7 progress steps indicated by circles at the top of the DOL page. The 3rd progress step is where you answer the vacancy specific questions. The 4th progress step Documents is where you submit required documents (only if applicable to you) specified in the Required Documents section of this vacancy. If you submit a document using the same document title, the 2nd submission will OVERWRITE the 1st submission.

STEP 4 – On the “Review and Submit” step, click “Submit Application”

The last “Confirmation” step will turn green noting that your application was submitted successfully.

STEP 5 - Edit Application as needed by 11:59 pm ET of Closing Date by returning to USAJOBS, clicking the vacancy, then “Update Application”.

Agency contact information

Human Resources Office

Phone

215-861-5118

TDD

215-861-5096

Fax

215-861-5089

Email

eagan.michael.j@dol.gov

Address

Labor, Ofc of Workers' Compensation Programs

The Curtis Center

170 S. Independence Mall West

Philadelphia, Pennsylvania

United States

Learn more about this agency

Next steps

Once your complete application is received, we will conduct an evaluation of your qualifications and refer candidates for selection consideration. Candidates will be referred to the hiring manager for further consideration and possible interview. You will be notified of the outcome. A selection is expected to be made within 30 calendar days from the issuance date of the certificate.

For instructions on how to check the status of your application, go to Step 7 on: Using DOORS and USAJOBS Help Guide

. To sign up for Application Status Updates via email: Click Here for instructions

Fair & Transparent

Fair & Transparent

The Federal hiring process is setup to be fair and transparent. Please read the following guidance.

Equal Employment Opportunity Policy

The United States Government does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.

Equal Employment Opportunity (EEO) for federal employees & job applicants

Reasonable Accommodation Policy

Federal agencies must provide reasonable accommodation to applicants with disabilities where appropriate. Applicants requiring reasonable accommodation for any part of the application and hiring process should contact the hiring agency directly. Determinations on requests for reasonable accommodation will be made on a case-by-case basis.

A reasonable accommodation is any change to a job, the work environment, or the way things are usually done that enables an individual with a disability to apply for a job, perform job duties or receive equal access to job benefits.

Under the Rehabilitation Act of 1973, federal agencies must provide reasonable accommodations when: An applicant with a disability needs an accommodation to have an equal opportunity to apply for a job.

An employee with a disability needs an accommodation to perform the essential job duties or to gain access to the workplace.

An employee with a disability needs an accommodation to receive equal access to benefits, such as details, training, and office-sponsored events.

You can request a reasonable accommodation at any time during the application or hiring process or while on the job. Requests are considered on a case-by-case basis.

Learn more about disability employment and reasonable accommodations

or how to contact an agency.

Legal and regulatory guidance

Financial suitability

Social security number request

Privacy Act

Signature and false statements

Selective Service

New employee probationary period

Note: We cannot accept applications on behalf of Federal Agencies. Application instructions are listed within the Job Description.

federalgovernmentjobs.us

Company info

Office of Workers Compensation Programs

Company Profile

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