Call Center Representative

Full Time
Monticello, UT
$37,696 - $60,703 a year
Posted Today
Job description

Duties

  • Responds to over the phone and walk in inquiries about various programs within Bears Ears National Monument and complex subjects including public land laws, public mineral leasing laws, recreational opportunities and public lands use regulations.
  • Provides written and oral information to the public on the mission and role of BLM, recreational opportunities, fuelwood cutting permits, map purchases, area archeology and area history.
  • Researches, interprets, and explains recent changes in law and regulations governing public lands to include land status records, land survey records, historical indexes, plats, survey filed notes and wilderness maps.
  • Creates, copies, edits, stores, retrieves, and prints a variety of standardized documents and mailing lists.
  • Sells documents, maps, books, records, firewood and Christmas tree cutting permits, Golden Age Passports, Recreation Permits, Forest passes, and other similar permits and materials.
  • Directs public to appropriate staff specialist for questions pertaining to monument and Office information.
  • Works closely with schools, teachers, educators and others youth to share information about the BLM and Bears Ears National Monument.

Requirements

Conditions of Employment

  • U.S. Citizenship is required.
  • Be sure to read the How to Apply and Required Documents Sections.
  • You cannot hold an active real estate license: nor can you have an interest or hold stocks in firms with interest in Federal Lands.
  • Direct Deposit Required.
  • Appointment will be subject to a favorably adjudicated background/suitability investigation/determination.
  • Your resume must contain enough information to show that you meet the qualification requirements as defined in the announcement. In addition, your responses to the questions must adequately reflect in your resume.
  • May require a one year probationary period.

Qualifications

In order to be rated as qualified for this position, we must be able to determine that you meet the qualification requirements - please be sure to include this information in your resume. No assumptions will be made about your experience.

To qualify at the GS-05 level you must meet the following:

Specialized Experience: Applicants must have one-year specialized experience equivalent to the GS-04 grade level providing general office or clerical work such as receiving and responding to phone calls, mail, email, or office visitors; researching and gathering pertinent or requested data; utilizing a variety of office equipment such as computers, fax machines and copy machines; and utilizing computer software programs to enter and retrieve data.

OR Education: Applicants may substitute four (4) years above the high school level in any field for which high school graduation or the equivalent is the normal prerequisite for the experience required at the GS-05 level.

OR Combination of Education and Experience: Applicants may also combine education and experience to qualify at the GS-05 level. Only education in excess of the first 60 semester hours is creditable toward meeting the specialized experience. One full academic year of study (30 semester hours) beyond the second year is equivalent to 6 months of specialized experience.

To qualify at the GS-06 level you must meet the following:

Specialized Experience: Applicants must have one-year specialized experience equivalent to the GS-05 grade level that required providing information or assistance to the public in a business or recreation setting; researching and analyzing various regulatory sources in order to apply or provide legal requirements; responding to requests for information through various methods such as phone calls, mail, email, or office visitors; utilizing a variety of office equipment such as computers, fax machines and copy machines; and utilizing computer software programs to enter and retrieve data.

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; religious; 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.

You must meet all qualification requirements by the closing date of the announcement.

Physical Demands: The work involves sitting and standing, typically in a public room environment. Moderate lifting of plats and public information documents may be required.

Work Environment: Work is performed in an office building that requires normal safety precautions.

Education

If using education to qualify, you must submit copies of all transcripts or a list of college courses that include hours and grades from an accredited U.S. college/university. See Required Documents section for more information.

Additional information

DOI uses E-Verify to confirm employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit E-Verify

Career Transition Assistance Plan (CTAP)/lnteragency Career Transition Assistance Program (ICTAP): These programs apply to employees who have been involuntarily separated from a Federal service position within the competitive service or Federal service employees whose positions have been deemed surplus or no longer needed. To receive selection priority, you must: 1) meet CTAP or ICTAP eligibility criteria; 2) be rated well qualified for the position with a score of 90 or above; and 3) submit the appropriate documentation to support your CTAP or ICTAP eligibility. For more information: CTAP or ICTAP

Males born after 12/31/59 must be registered for Selective Service

Travel and relocation expenses will not be paid by the Department of the Interior. Any travel, transportation and relocation expenses associated with reporting for duty in this position will be the responsibility of the selected employee.

The official worksite for the selectee is the duty station identified in this vacancy announcement. The selectee will typically report to this duty location on a regular and recurring weekly basis. The selectee may be allowed to telework with supervisor approval.

Certain incentives (such as Recruitment, Relocation or Student Loan Repayment) may be authorized to eligible selectees. If eligible and qualified, you may be offered a recruitment or relocation incentive. The decision to offer an incentive will be made on a case-by-case basis and is neither promised nor guaranteed. For information visit: Recruitment Incentive or Relocation Incentive or Student Loan Repayment.

Reasonable Accommodation Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended and Americans with Disabilities Act 1990 as amended, that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a reasonable accommodation in your online application. Requests for Reasonable Accommodations for the USA Hire Competency Based Assessments and appropriate supporting documentation for Reasonable Accommodation must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for Reasonable Accommodations are made on a case-by-case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments. You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments, if you received the link after the close of the announcement. To determine if you need a Reasonable Accommodation, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments here.


  • 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. 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.

How You Will Be Evaluated

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

After the vacancy closes, a review of your application package will be made to ensure you meet all qualification requirements. To determine if you are qualified for this job, a review of your resume, supporting documentation and responses to the online questionnaire will be made. Your responses to the online questionnaire will be used to measure the degree to which your background matches the requirements for this position. Qualified applicants will be placed in one of three predefined categories: Best Qualified, Well Qualified and Qualified. However, your resume must support your responses to the scored occupational questionnaire, or your score may be lowered. Within these categories, applicants eligible for veteran's preference will receive selection priority over non-veterans. Candidates placed in the Best Qualified category will be identified for referral to the hiring manager and may be contacted for an interview.

Your answers to the online questionnaire will be used to evaluate your competencies in the following areas:

  • Accountability
  • Attention to Detail
  • Clerical
  • Customer Service
  • Customer Service (Clerical/Technical)
  • Decision Making
  • Flexibility
  • Integrity/Honesty
  • Interpersonal Skills
  • Learning
  • Oral Communication
  • Reading Comprehension
  • Reasoning
  • Self-Management
  • Stress Tolerance
  • Teamwork


In order to be considered for this position, you must complete all required steps in the process. In addition to the application and application questionnaire, this position requires an online assessment. The online assessment measures critical general competencies required to perform the job.

The assessment includes a cut score based on the minimum level of required proficiency in these critical general competencies. You must meet or exceed the cut score to be considered. You will not be considered for the position if you score below the cut score or fail to complete the assessment. Overstating your qualifications and/or experience in your application materials or application questionnaire may result in your removal from consideration. Cheating on the online assessment may also result in your removal from consideration.

To ensure compliance with an applicable preliminary nationwide injunction, which may be supplemented, modified, or vacated, depending on the course of ongoing litigation, the Federal Government will take no action to implement or enforce the COVID-19 vaccination requirement pursuant to Executive Order 14043 on Requiring Coronavirus Disease 2019 Vaccination for Federal Employees. Therefore, to the extent a Federal job announcement includes the requirement that applicants must be fully vaccinated against COVID-19 pursuant to Executive Order 14043, that requirement does not currently apply. Federal agencies may request information regarding the vaccination status of selected applicants for the purposes of implementing other workplace safety protocols, such as protocols related to masking, physical distancing, testing, travel, and quarantine.

  • 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. 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.

  • Required Documents

    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 submit a complete Application Package which includes:

    Resume or Application. At a minimum, your resume MUST contain job title (include job series and grade, if federal), duties, starting and ending dates (month and year), hours worked per week, and salary. USAJOBS has a template to ensure a complete resume. https://www.youtube.com/watch?v=8YX7o1PBoFk

    Your resume will be used to validate your responses to the assessment tool(s). Failure to provide required information will result in loss of eligibility. You are welcome to submit an optional cover letter.

    Transcripts: If using education to qualify, submit a copy of ALL your college transcripts or a list of ALL college courses that include hours and grades from an accredited U.S. college/university. Upon selection, official transcripts must be received prior to appointment. If you are using education completed in foreign colleges or universities to meet qualification requirements, you must show that your education credentials have been evaluated by a private organization that specializes in interpretation of foreign education programs and such education has been deemed equivalent to that gained in an accredited U.S. education program; or full credit has been given for the courses at a U.S. accredited college or university.

    Veterans: If you are claiming veterans' preference you must submit a copy of your DD-214, 'Certificate of Release or Discharge from Active Duty,' (Member 4 copy is preferred), showing the dates of active duty, type of discharge, and character of service (must be honorable) OR written documentation from the armed forces that certifies you are expected to be discharged or released from active duty service in the armed forces under honorable conditions not later than 120 days after the date the certification is submitted.

    If you are claiming 10-point veterans' preference, in addition to the documents specified above, you must submit documentation that supports your claim as shown on the back of the Application for 10-Point Veteran Preference. SF-15.

    If you are claiming Sole Survivorship Veterans' Preference (SSP), please provide the documentation you received granting this preference.

    Additional information on veterans' preference can be found in the www.fedshirevets.gov/job-seekers/special-hiring-authorities/.

    Career Transition Assistance Program (CTAP) or interagency Career Transition Assistance Program (ICTAP) eligibles: Submit documentation verifying your CTAP/ICTAP eligibility - this includes a copy of the agency notice and your most recent SF-50 noting current position, grade level and duty location.

    If you are requesting a reasonable accommodation to the USA Hire Competency Based Assessments, submit documentation to support your request, including the Reasonable Accommodation Request Form found here.

    Please note that documents selected for transfer from your USAJOBS profile are NOT automatically added to your application. You need to transfer your document(s) in the 'Documents' step during the application process.

    Required documentation must be submitted by 11:59 p.m. Eastern Time, on the closing date of this announcement.

    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.

  • How to Apply

    THIS IS AN ONLINE APPLICATION PROCESS THROUGH USAJOBS. Your application package must be submitted by 11:59 PM Eastern Time by 05/24/2023. If you need assistance in applying on-line, please contact Cassie Herrick at 801-539-4231 or BLM_UT_HR_Recruitment@blm.gov.

    PLEASE NOTE: If you have access to a public library, State Job Service Office, etc., you should use these resources to apply online. You must follow the steps described below to complete the application process:

    YOU MUST HAVE OR CREATE A PROFILE IN USAJOBS. Your profile must contain a current resume for submission. See Required Documents section for what to include in your resume.

    INSUFFICIENT INFORMATION COULD RESULT IN AN INELIGIBLE RATING.

    The USAJOBS Resume Builder was designed to ensure that your resume includes the standard information needed. The Resume Builder is an available tool when you login to your USAJOBS account.

    • Review the Appointment Eligibility Criteria: The eligibility section of the application process is designed to allow you to choose how you wish to be considered for this vacancy announcement. You will ONLY be considered for the appointment eligibilities that you selected. You must provide proof of your eligibility to be considered.
    • You must submit a resume and also complete the online application and assessment questionnaire and submit the documentation specified in the Required Documents section.
    • To begin, click Apply to access the online application. You will need to be logged into your USAJOBS account to apply. If you do not have a USAJOBS account, you will need to create one before beginning the application.
    • Follow the prompts to select your resume and/or other supporting documents to be included with your application package. You will have the opportunity to upload additional documents to include in your application before it is submitted. Your uploaded documents may take several hours to clear the virus scan process.
    • After acknowledging you have reviewed your application package, complete the Include Personal Information section as you deem appropriate and click to continue with the application process.
    • You will be taken to the online application which you must complete in order to apply for the position. Complete the online application, verify the required documentation is included with your application package, and submit the application.
    • The eligibility portion of the application process is designed to allow you to choose how you wish to be considered for this announcement. You may choose more than one eligibility. You must provide proof of your eligibility and will only be considered for the questions that you answer "yes".
    • Please note, your eligibility will be based solely on the selections you have indicated in this section. You must provide the supporting documentation to support your claim to be considered. You may choose more than one eligibility in this section.
    • To view the assessment questionnaire, click here: https://apply.usastaffing.gov/ViewQuestionnaire/11958608 Note: If invited to take additional competency assessment(s), you will be able to preview a sample exercise at the time of the assessment.
    If you are asked to take the USA Hire Competency Based Assessments, you will be presented with a unique URL to access the USA Hire system. Access to USA Hire is granted through your USAJOBS login credentials. Be sure to review all instructions prior to beginning your USA Hire Assessments. Click here for Computer System Requirements

    Note: set aside at least 3 hours to take these assessments; however, most applicants complete the assessments in less time. If you need to stop the assessments and continue at a later time, you can re-use the URL sent to you via email and also found on the

    Additional Application Information page that can be located in the application record in your USAJOBS account.
    To update your application, including supporting documentation, at any time during the announcement open period, return to your USAJOBS account. There you will find a record of your application, the application status, and an option to Update Application. This option will no longer be available once the announcement has closed.

    To verify the status of your application, log into your USAJOBS account, all of your applications will appear on the Welcome screen. The Application Status will appear along with the date your application was last updated. For information on what each Application Status means, visit here.

    FOLLOW UP. Check your application status before the announcement closes. It is your responsibility to ensure that a complete application (including a resume, on-line questionnaire, and applicable supplemental documentation) is received by 11:59 PM Eastern Time on 05/24/2023. NOTE: Technical problems may take at least 1 business day to resolve; therefore, you are highly encouraged to complete the application process prior to the closing date.

    Agency contact information

    BLM Utah HR Recruitment Team

    Email

    BLM_UT_HR_Recruitment@blm.gov

    Address

    BLM Utah State Office
    BLM Utah State Office, UT-953
    400 West 200 South
    Suite 500
    Salt Lake City, UT 84101
    US

    Next steps

    Based on your application and your responses to the application questionnaire, you may be presented with instructions on how to access the USA Hire system to complete the online assessments. The online assessments must be completed within 48 hours following the close of this announcement. You will have the opportunity to request a testing accommodation for the assessment should you have a disability covered under the Americans with Disabilities Act (ADA).

    Your assessment results will be kept on record for one year and used toward future positions for which you might apply that require the same assessments.

    To be considered for the position, you must meet all qualifications, including meeting or exceeding the cut score on the required assessments.

    You can track the progress of your application package via your USAJobs account. You will receive an acknowledgement email from USAJobs that your submission was successful once we have received your online questionnaire, resume, and any supporting documentation. You will be notified of the status of your application and/or referral to the hiring official via your USAJobs account after the evaluation process is complete. You will be contacted if further evaluation or interviews are required.

    Applicants who apply under this job opportunity announcement agree to have their application, associated documents and applicable personal information shared with other Bureaus/Offices within the Department of the Interior (DOI) who have vacancies within the same occupational series, grade, full performance level and in the same geographic location(s), including within the same metro/commuting area. Applying to this announcement does not replace the need to apply to other job opportunity announcements for which you wish to receive consideration.

  • Fair and Transparent

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

    • Equal Employment Opportunity (EEO) Policy
    • Reasonable accommodation policy
    • Financial suitability
    • Selective Service
    • New employee probationary period
    • Signature and false statements
    • Privacy Act
    • Social security number request

Required Documents

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

Resume or Application. At a minimum, your resume MUST contain job title (include job series and grade, if federal), duties, starting and ending dates (month and year), hours worked per week, and salary. USAJOBS has a template to ensure a complete resume. https://www.youtube.com/watch?v=8YX7o1PBoFk

Your resume will be used to validate your responses to the assessment tool(s). Failure to provide required information will result in loss of eligibility. You are welcome to submit an optional cover letter.

Transcripts: If using education to qualify, submit a copy of ALL your college transcripts or a list of ALL college courses that include hours and grades from an accredited U.S. college/university. Upon selection, official transcripts must be received prior to appointment. If you are using education completed in foreign colleges or universities to meet qualification requirements, you must show that your education credentials have been evaluated by a private organization that specializes in interpretation of foreign education programs and such education has been deemed equivalent to that gained in an accredited U.S. education program; or full credit has been given for the courses at a U.S. accredited college or university.

Veterans: If you are claiming veterans' preference you must submit a copy of your DD-214, 'Certificate of Release or Discharge from Active Duty,' (Member 4 copy is preferred), showing the dates of active duty, type of discharge, and character of service (must be honorable) OR written documentation from the armed forces that certifies you are expected to be discharged or released from active duty service in the armed forces under honorable conditions not later than 120 days after the date the certification is submitted.

If you are claiming 10-point veterans' preference, in addition to the documents specified above, you must submit documentation that supports your claim as shown on the back of the Application for 10-Point Veteran Preference. SF-15.

If you are claiming Sole Survivorship Veterans' Preference (SSP), please provide the documentation you received granting this preference.

Additional information on veterans' preference can be found in the www.fedshirevets.gov/job-seekers/special-hiring-authorities/.

Career Transition Assistance Program (CTAP) or interagency Career Transition Assistance Program (ICTAP) eligibles: Submit documentation verifying your CTAP/ICTAP eligibility - this includes a copy of the agency notice and your most recent SF-50 noting current position, grade level and duty location.

If you are requesting a reasonable accommodation to the USA Hire Competency Based Assessments, submit documentation to support your request, including the Reasonable Accommodation Request Form found here.

Please note that documents selected for transfer from your USAJOBS profile are NOT automatically added to your application. You need to transfer your document(s) in the 'Documents' step during the application process.

Required documentation must be submitted by 11:59 p.m. Eastern Time, on the closing date of this announcement.

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

This job is open to

  • Career transition (CTAP, ICTAP, RPL)

    Federal employees who meet the definition of a "surplus" or "displaced" employee.

  • The public

    U.S. Citizens, Nationals or those who owe allegiance to the U.S.

Clarification from the agency

All U.S. Citizens - No previous Federal Service is required. CTAP and ICTAP candidates in the local commuting area.

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