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The Veterans Affairs (VA) Hotline is the first of its kind in the VA! The VA hotline provides directory assistance, answers general inquiries, refers customers directly to other hotlines, and performs intake for the VA's complaint management program. This position serves as a front-line agent, providing directory assistance, answering general inquiries, referring customers directly to VA Administrations and resources, and performing intake for the VA's complaint management program.

Learn more about this agency

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Accepting applications

Open & closing dates

11/05/2024 to 11/20/2024
Salary

$44,117 - $57,354 per year
The salary range listed reflects the GS Rest of U.S. locality pay area. Upon selection, the salary will be adjusted based on geographical location
Pay scale & grade

GS 6
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Location

4 vacancies in the following location:
- Anywhere in the U.S. (remote job)
Remote job

Yes
Telework eligible

Not applicable, this is a remote position.
Travel Required

Not required
Relocation expenses reimbursed

No
Appointment type

Permanent
Work schedule

Full-time
Service

Competitive
Promotion potential

None
Job family (Series)
- 0962 Contact Representative
Supervisory status

No
Security clearance

Not Required
Drug test

No
Position sensitivity and risk

Non-sensitive (NS)/Low Risk
Trust determination process
- Credentialing
- Suitability/Fitness
Financial disclosure

No
Bargaining unit status

Yes
Announcement number

CCLQ-12600415-25-DB
Control number

817719800

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Clarification from the agency

This job is open to current permanent Department of Veteran Affairs employees and CTAP eligible applicants only. See the eligibility section in the questionnaire for a list of all eligible candidates and the How You Will Be Evaluated section below for more details.

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The initial application review cut-off for this job announcement is 100 applications. The first 100 applications received will be considered first. Applications received after the initial cut-off number (100 applications) may not receive consideration unless otherwise requested by management. If management requests additional certificates, applicants will continue to be reviewed in groups of 100 in the order they applied.

Duties include, but are not limited to:

Receives telephone calls from veterans, their family members and/or legal representatives concerning general information, directory assistance and complaint resolution. The services provided involve a broad range of topics that directly impact all three administrations with Veterans Affairs. The representative must ask clarifying and probing questions to capture the root cause of the customer's needs and ensure that the primary issue of the customer is identified as well as determine any other concerns or issues that may or may not be related.

Controls the conversation, in a courteous, empathetic, tactful, and respectful manner, to ensure that the caller's inquiry is resolved timely. Prepares well-defined and detailed case notes to effectively communicate the customer's needs and to increase the efficiency of a suitable resolution.

Determines the appropriate VA services to meet the specific needs of customers.
Establishes and maintains effective communication and working relationships across the full spectrum of Veterans Affairs.
Interprets case resolution and feedback from various VA agencies for the customer.
Triages cases that need immediate attention and alerts key stakeholders as needed.
Maintains professionalism and controls the call while working under pressure when handling abusive, life-threatening or otherwise difficult calls.
Asks appropriate and probing questions to identify complex or vague requests for VA services.
Accurately records details of calls and other service requests in a limited time frame.
Utilizes a multi-screen computer system including a Customer Relationship Management (CRM) application, phone system, headset, facsimile machine and other office equipment.
Identifies calls which must be referred to Veterans Crisis Line, Homeless Center, Department of Homeland Security Emergency Operations Center, White House Secret Service or to any higher-level VA staff.
Respect the right of privacy and maintain confidentiality of callers.
Simultaneously perform numerous customer service related duties while remaining focused on the needs of the customer.
Demonstrates strong interpersonal skills by effectively listening, empathizing and speaking with the customer to cultivate a rapport and trustworthy relationship.
Determines most appropriate action or identifies alternative in resolving issue(s) interpretation and analysis of information contained within the knowledge management platform and several other resources.
Utilizes resources through VA websites, Knowledge articles and wide variety of other applicable resources as needed
Communicates with internal and external key contributors through Microsoft Outlook, Skype messaging system, Chatter groups located in the Customer Relationship Management system.
Appropriately uses the Workforce Management System to listen to call recordings and enter exceptions to provide details of work-related activities.
Responds to unusual questions or when reasonable attempts to satisfy an irate caller have been unsuccessful with limited or no assistance.

Work Schedule: Full-time (day shift), 8 hour tours varying between 7:00 a.m. - 7:00 p.m. EST ; Weekends and Holidays included.
Compressed/Flexible: Not Available
Telework: Not Applicable, this is a remote position.
Remote: This is a remote position
Position Description/PD#: 19445A
Relocation/Recruitment Incentives: Not Authorized
Financial Disclosure Report: Not required

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Conditions of Employment

You must be a U.S. Citizen to apply for this job
Selective Service Registration is required for males born after 12/31/1959
You may be required to serve a probationary period
Subject to background/security investigation
Selected applicants will be required to complete an online onboarding process

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 11/20/2024.

Time-In-Grade Requirement: Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement. For a GS-6 position you must have served 52 weeks at the GS-5. The grade may have been in any occupation, but must have been held in the Federal service. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade. Note: Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment. See the Required Document section below for more information regarding the SF-50s needed to verify time-in-grade.

You may qualify based on your experience and/or education as described below:

Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-5 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Call center experience handling complaints and directory assistance. Experience responding to calls from veterans, their families, and legal representatives, providing general information, assistance, and complaint resolution. Maintaining and controlling conversations with empathy and respect, even under stressful situations. Experience effectively communicating, active listening, and using interpersonal skills for building rapport and trust. Identifying caller needs through probing questions, resolving complex inquiries, and escalating critical cases when necessary. Documenting case details accurately, prioritizing tasks, and ensuring confidentiality. Experience multitasking with various systems and tools to track inquiries, utilize resources, and collaborate with internal and external teams. Critical skills include de-escalating difficult situations and managing crisis calls with sensitivity and professionalism. Evidence of this specialized experience must be supported by detailed documentation of like duties performed in positions held on your resume. You will also need to provide work experience information such as hours per week, full-time/part-time status, and starting/ending dates of employment (month and year format) to establish you have one (1) full year of specialized experience at the required grade level.

You will be rated on the following Competencies for this position:

Customer Service
Writing
Organizational Awareness
Interpersonal Skills
Technical Competence
Negotiation

Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

Note: A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment.

Physical Requirements: The work is sedentary with no special physical demands. The employee is often required to talk, type and navigate systems for long periods of time.

For more information on these qualification standards, please visit the United States Office of Personnel Management's website at http://://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.

Education

There is no educational substitution at this grade level.

Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.

Additional information

Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer (TJO). Please visit the Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP), va.gov/EMPLOYEE/docs/The-Fair-Chance-to-Compete-Act.pdf for more information.

VA supports the use of telework as a way to help attract and retain talented individuals in public service, increase worker productivity, and better prepare the agency to operate during emergencies. This position may be authorized for telework. Telework eligibility will be discussed during the interview process.

The Career Transition Assistance Plan (CTAP) provide eligible displaced VA competitive service employees with selection priority over other candidates for competitive service vacancies. To be qualified you must submit appropriate documentation (a copy of the agency notice, your most recent performance rating, and your most recent SF-50 noting current position, grade level, and duty location) and be found well-qualified (have a final rating of 85 or more) for this vacancy. Information about ICTAP and CTAP eligibility is on OPM's Career Transition Resources website at http://www.opm.gov/policy-data-oversight/workforce-restructuring/employee-guide-to-career-transition/.

Placement Policy: The posting of this announcement does not obligate management to fill a vacancy or vacancies by promotion. The position may be filled by reassignment, change to lower grade, transfer, appointment, or reinstatement. Management may use any one or any combination of these methods to fill the position.

It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.

This job opportunity announcement may be used to fill additional vacancies.

Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.

For more information on the "Who may apply" eligibility requirements, please refer to the OHRM Status Candidates and Other Candidate Definitions document.

If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement.

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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. Opens in a new windowLearn 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.

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

Area of Consideration - Eligible applications will be reviewed and referred in the following order:

Current, permanent Veterans Experience Office (VEO) staff office employees.
All other current, permanent VA employees.

The initial application review cut-off for this job announcement is 100 applications. The first 100 applications received will be considered first. Applications received after the initial cut-off number (100 applications) may not receive consideration unless otherwise requested by management. If management requests additional certificates, applicants will continue to be reviewed in groups of 100 in the order they applied.

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

Narrative responses are not required at this time. If you are referred for consideration, you may be asked to submit additional job related information, which may include, but not limited to; responses to the knowledge, skills and abilities; completion of a work sample, and/or contact for an interview. Your resume and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect your rating or consideration for employment.

The Department of Veterans Affairs performs pre-employment reference checks as an assessment method used in the hiring process to verify information provided by a candidate (e.g., on resume or during interview or hiring process); gain additional knowledge regarding a candidate's abilities; and assist a hiring manager with making a final selection for a position.

Help
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. Opens in a new windowLearn 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.
As a new or existing federal employee, you and your family may have access to a range of benefits. Your benefits depend on the type of position you have - whether you're a permanent, part-time, temporary or an intermittent employee. You may be eligible for the following benefits, however, check with your agency to make sure you're eligible under their policies.

To apply for this position, you must provide a complete Application Package which includes:
- Resume
- SF-50/ Notification of Personnel Action
The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please use this checklist to make sure you have included other documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50's (current/former Federal employees), documentation to support Veterans Preference claims, or ICTAP/CTAP documentation (for displaced Federal employees). You will not be contacted for additional information.
- Cover Letter
- Other (1)
- Performance Appraisal
- Resume
- Separation Notice (RIF)
- SF-50/ Notification of Personnel Action
SF-50, Notification of Personnel Action (if applicable for Time in Grade and/or Eligibility):
- Most recent SF-50 (Current Federal Employees must provide an SF-50 dated 1-14-2024 or later; Current Federal Wage System (WG/WL/WS) employees must provide one dated within one year of the closing date)
  - ATTENTION: You may need to submit more than one SF-50 if we cannot verify that you meet time-in-grade by your most recent SF-50. For example, if your most recent SF-50 is a General Adjustment, we need your most recent SF-50 dated 1/14/2024 and another SF-50 to verify time-in-grade. Examples of SF-50s for time-in-grade verification include your last within-grade increase or promotion to highest grade held. A promotion SF-50 shows when you started the grade level and a within-grade increase verifies that you were at that grade level for at least one year. Failure to provide your most recent SF-50 dated 1/14/2024 or later and other SF-50s to verify time-in-grade will result in you being disqualified. We cannot verify time-in-grade based on the grade and step you are currently on alone.
- Former federal employee applying under reinstatement eligibility must supply their latest SF-50 as well as any additional SF-50s needed to verify time-in-grade as stated in the above bullet.
- Award SF-50's do not provide sufficient information and will not be accepted for the purpose of verifying time-in-grade.
- Examples of appropriate SF-50s to include in addition to your most recent SF-50's include:
  - Within grade increases at the highest grade held; or
  - Promotions with an effective date more than one year old; or
  - SF-50's at the highest grade held with an effective date more than one year old."
Veterans' Preference: When applying for Federal Jobs, eligible Veterans should claim preference for 5pt (TP), 10pt (CP/CPS/XP), or for Sole Survivor Preference (SSP) in the questionnaire. You must provide a legible copy of your DD214(s) which shows dates and character of service (honorable, general, etc.). If you are currently serving on active duty and expect to be released or discharged within 120 days you must submit documentation related to your active duty service which reflects the dates of service, character of service (honorable, general, etc.), and dates of impending separation. Additionally, disabled veterans and others eligible for 10-point preference (such as widows or mothers of eligible Veterans) must also submit an SF-15 "Application for 10 Point Veteran Preference" with required proof as stated on the form. Documentation is required to award preference. For more information on Veterans' Preference, please visit http://www.fedshirevets.gov/job/vetpref/index.aspx.

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.
All applicants are encouraged to apply online. To apply for this position, you must complete the questionnaire and submit the documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on 11/20/2024 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12600415.
1. To begin, click Apply Online to create a USA JOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents and complete the occupational questionnaire.
2. Click Submit My Answers to submit your application package.
NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.

To verify your application is complete, log into your USA JOBS account, https://my.usajobs.gov/Account/Login, select the Application Status link and then select the more information link for this position. The Application page will display the status of your application, the documentation received and processed, and any correspondence the agency has sent related to this application. Your uploaded documents may take several hours to clear the virus scan process. To return to an incomplete application, log into your USA JOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USA JOBS account or your application will be incomplete.
Agency contact information

Dorian Bruce

Phone

909-602-4590

Email

Dorian.Bruce@va.gov

Address

Veteran Customer Experience VCE
810 Vermont Ave NW
Washington, DC 20420
US

Learn more about this agency

Next steps

Once your online application is submitted you will receive a confirmation notification by email. After we receive application packages (including all required documents) and the vacancy announcement closes, we will review applications to ensure qualification and eligibility requirements are met. After the review is complete, a referral certificate(s) is issued and applicants will be notified of their status by email. Referred applicants will be notified as such and may be contacted directly by the hiring office for an interview. All referred applicants receive a final notification once a selection decision has been made.

You may check the status of your application at any time by logging into your USA Jobs account and clicking on Applications. Information regarding your application status can be found in the USAJobs Help Center.
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.

Help

To apply for this position, you must provide a complete Application Package which includes:

Resume
SF-50/ Notification of Personnel Action

The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please use this checklist to make sure you have included other documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50's (current/former Federal employees), documentation to support Veterans Preference claims, or ICTAP/CTAP documentation (for displaced Federal employees). You will not be contacted for additional information.

Cover Letter
Other (1)
Performance Appraisal
Resume
Separation Notice (RIF)
SF-50/ Notification of Personnel Action

SF-50, Notification of Personnel Action (if applicable for Time in Grade and/or Eligibility):

Most recent SF-50 (Current Federal Employees must provide an SF-50 dated 1-14-2024 or later; Current Federal Wage System (WG/WL/WS) employees must provide one dated within one year of the closing date)
- ATTENTION: You may need to submit more than one SF-50 if we cannot verify that you meet time-in-grade by your most recent SF-50. For example, if your most recent SF-50 is a General Adjustment, we need your most recent SF-50 dated 1/14/2024 and another SF-50 to verify time-in-grade. Examples of SF-50s for time-in-grade verification include your last within-grade increase or promotion to highest grade held. A promotion SF-50 shows when you started the grade level and a within-grade increase verifies that you were at that grade level for at least one year. Failure to provide your most recent SF-50 dated 1/14/2024 or later and other SF-50s to verify time-in-grade will result in you being disqualified. We cannot verify time-in-grade based on the grade and step you are currently on alone.
Former federal employee applying under reinstatement eligibility must supply their latest SF-50 as well as any additional SF-50s needed to verify time-in-grade as stated in the above bullet.
Award SF-50's do not provide sufficient information and will not be accepted for the purpose of verifying time-in-grade.
Examples of appropriate SF-50s to include in addition to your most recent SF-50's include:
- Within grade increases at the highest grade held; or
- Promotions with an effective date more than one year old; or
- SF-50's at the highest grade held with an effective date more than one year old."

Veterans' Preference: When applying for Federal Jobs, eligible Veterans should claim preference for 5pt (TP), 10pt (CP/CPS/XP), or for Sole Survivor Preference (SSP) in the questionnaire. You must provide a legible copy of your DD214(s) which shows dates and character of service (honorable, general, etc.). If you are currently serving on active duty and expect to be released or discharged within 120 days you must submit documentation related to your active duty service which reflects the dates of service, character of service (honorable, general, etc.), and dates of impending separation. Additionally, disabled veterans and others eligible for 10-point preference (such as widows or mothers of eligible Veterans) must also submit an SF-15 "Application for 10 Point Veteran Preference" with required proof as stated on the form. Documentation is required to award preference. For more information on Veterans' Preference, please visit http://www.fedshirevets.gov/job/vetpref/index.aspx.

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.

Help

All applicants are encouraged to apply online. To apply for this position, you must complete the questionnaire and submit the documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on 11/20/2024 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12600415.

To begin, click Apply Online to create a USA JOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents and complete the occupational questionnaire.
Click Submit My Answers to submit your application package.

NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.

To verify your application is complete, log into your USA JOBS account, https://my.usajobs.gov/Account/Login, select the Application Status link and then select the more information link for this position. The Application page will display the status of your application, the documentation received and processed, and any correspondence the agency has sent related to this application. Your uploaded documents may take several hours to clear the virus scan process. To return to an incomplete application, log into your USA JOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USA JOBS account or your application will be incomplete.

Agency contact information

Dorian Bruce

Phone: 909-602-4590
Email: Dorian.Bruce@va.gov
Address: Veteran Customer Experience VCE
810 Vermont Ave NW
Washington, DC 20420
US

Learn more about this agency

Next steps

Once your online application is submitted you will receive a confirmation notification by email. After we receive application packages (including all required documents) and the vacancy announcement closes, we will review applications to ensure qualification and eligibility requirements are met. After the review is complete, a referral certificate(s) is issued and applicants will be notified of their status by email. Referred applicants will be notified as such and may be contacted directly by the hiring office for an interview. All referred applicants receive a final notification once a selection decision has been made.

You may check the status of your application at any time by logging into your USA Jobs account and clicking on Applications. Information regarding your application status can be found in the USAJobs Help Center.

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

Help

Accepting applications

Open & closing dates

11/05/2024 to 11/20/2024
Salary

$44,117 - $57,354 per year
The salary range listed reflects the GS Rest of U.S. locality pay area. Upon selection, the salary will be adjusted based on geographical location
Pay scale & grade

GS 6
Location

4 vacancies in the following location:
- Anywhere in the U.S. (remote job)
Remote job

Yes
Telework eligible

Not applicable, this is a remote position.
Travel Required

Not required
Relocation expenses reimbursed

No
Appointment type

Permanent
Work schedule

Full-time
Service

Competitive
Promotion potential

None
Job family (Series)
- 0962 Contact Representative
Supervisory status

No
Security clearance

Not Required
Drug test

No
Position sensitivity and risk

Non-sensitive (NS)/Low Risk
Trust determination process
- Credentialing
- Suitability/Fitness
Financial disclosure

No
Bargaining unit status

Yes
Announcement number

CCLQ-12600415-25-DB
Control number

817719800

This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov/job/817719800. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.

Contact Representative

Summary

Overview

Open & closing dates

Salary

Pay scale & grade

Location

Remote job

Telework eligible

Travel Required

Relocation expenses reimbursed

Appointment type

Work schedule

Service

Promotion potential

Job family (Series)

Supervisory status

Security clearance

Drug test

Position sensitivity and risk

Trust determination process

Financial disclosure

Bargaining unit status

Announcement number

Control number

This job is open to

Clarification from the agency

Duties

Requirements

Conditions of Employment

Qualifications

Education

Additional information

How You Will Be Evaluated

Required Documents

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

How to Apply

Agency contact information

Next steps

Fair & Transparent