Duties
Receives calls, e-mails, and walk-ins from clients (i.e., service members, family members, Commanding Officers, Executive Officers, Chaplains, and other military points of contact) requesting treatment/services at Naval Air Station Whidbey Island Fleet and Family Support Center. Screens calls and determines urgency of treatment. Provides triaging/assessments of individuals, couples or families to determine nature of problem/situation. Gathers relevant information to determine appropriate referrals for type of services requested whether FFSP or outside resources when appropriate. Uses knowledge of crisis behavior to ensure those clients who have immediate needs are scheduled as soon as possible. Reschedules clients to accommodate emergent situations as necessary. Uses knowledge of risk assessment to evaluate callers and priorities for services. Obtains and documents sensitive information regarding client's individual needs.
Provides scheduling and administrative functions for Transition Assistance Program (TAP) seminars, Command Financial Specialist Training and CON SEP Navy training. Receives TAP registrations from Command Career Counselors. Incumbent is the Instillation point of contact for all scheduling of TAP seminars, Command Financial Specialists Training and CONSEP Navy training for Naval Air Station Whidbey Island. Daily interaction with high-level designated Command points of contact. Interacts with clinicians/consultants to ensure the availability of calendar schedules are accurate and timely. Performs database management and inputs training data into an Access program developing roster, quotas, eligibility, locations, and calendars for scheduled and completed courses. Prepares weekly TAP class rosters.
Maintain and gather weekly and monthly metrics for Clinical, Work & Family Life, Sexual Assault Response Coordinator, Family Victim Advocate, Education Facilitators and New Parent Support Home Visitation staff using Excel. Performs data coIIection and develops spreadsheets identifying utilization, types of service, capacity and direct service hours within departments and individually. Uses knowledge of FFSP programs to ascertain and collect data for program related metrics. Provides monthly metric reports to CNIC.
Reviews caseloads for all clinicians and consultants to insure a balanced caseload program delivery. Interacts with clinicians and consultants to ensure that availability schedules are accurate and timely, ensuring all requests for leaves, training requests, etc., are documented in a timely fashion. Responsible for providing timely appointment services for clinicians and consultants IAW CNIC mandate.
Maintain Corporate Enterprise Training Activity Resource (CETAR) program. Has direct access to the program for input of completed training information into military records. Verify access to the correct military personnel's records and all data to ensure accuracy and completion of all required fields. Prepares metrics and reports on completed trainings by command, location, and type of training.
Interfaces with the answering service to obtain referrals that occurred during non-working hours and disseminates those referrals and reschedules as appropriate. Interacts with night service personnel for routine procedural issues.
Performs required administrative tasks such as maintaining standard operating procedure (SOP) desk guide for the scheduling process, and other routine or special reports requested on FFSP workload and performance.
Requirements
Conditions of Employment
- This position is designated Non-Critical Sensitive. Incumbents must obtain and maintain a determination of eligibility for Secret security clearance of access for the duration of employment.
- Must successfully pass the E-Verify employment verification check. Any discrepancies must be resolved as a condition of employment.
Qualifications
Knowledge of crisis responses/behavior to facilitate triage or urgent cases.
Skill in customer service to facilitate effective communication of available clinical services, clinical course eligibility, quota, location, calendar, counseling appointment and crisis intervention.
Comprehensive knowledge of FFSP programs and services, including core program requirements to process requests for services, develop rosters, maintain calendars, input data, maintain and develop metrics, quarterly reports, and spreadsheets.
Knowledge of clinical/counseling terms as they apply to various illnesses and treatments and make appropriate dispositions independently.
Knowledge of the interpersonal and behavioral techniques used and ability to maintain calm interactions with clients experiencing crisis and demanding immediate assistance.
Skill in establishing and maintaining effective and professional working relationships using tact and diplomacy in r interacting with commands, individuals, military and community agencies, FFSP staff, and a variety of cultures represented in the Navy family and community.
Ability to communicate effectively orally and in writing and to prepare reports and metrics.
Knowledge of standard office equipment. Knowledge of PC's and the ability to gather, collate, and disseminate statistical information in a readable and understandable font utilizing Excel, Access or other appropriate software program.
Subject Matter Expert (SME) for calendar/appointment system used to manage all FFSP appointments. Calendars are used for collection of metric data and transferable to Excel for development of spreadsheets, graphs and other metric data used by Instillation, Regional, and Headquarter Management. Data collected is used to measure customer service provided, program and staff efficiency and staffing requirements.
Education
Must have at least one year of specialized experience in administration, scheduling, or similar at the GS-05 or equivalent level to qualify.
A degree in social sciences is desired, but not required.
How You Will Be Evaluated
You will be evaluated for this job based on how well you meet the qualifications above.
You will be evaluated for this job based on how well you meet the qualifications above.
All resumes will be reviewed to determine if they meet the hiring eligibility and qualification requirements listed in this announcement. Resumes will be rated based on the information provided to determine the level of knowledge, skills and abilities (KSAs) related to the job requirements. Using the qualifications of the position, a predetermined rating criterion of KSAs will be used for each resume.
Required Documents
The following documents are required at the time of application:
- Resume
- Proof of education/training: provide a copy of your awarded/conferred college transcript(s); if degree hasn't been conferred, provide copy of HS Diploma, GED, or equivalent
- If claiming Department of Defense (DOD) Non-appropriated Fund (NAF) Business Based Action (BBA) priority consideration: provide a copy of the notice of separation
- If claiming Military Spouse Preference: provide a copy of the sponsor's Permanent Change of Station (PCS) orders and a marriage certificate at the time of application
- If claiming Veteran's Preference: provide a copy of your DD-214, Member-4 page and any supporting documentation (SF-15, V.A. disability letter, proof of service, etc.)
- If a current or former Federal Employee: provide a copy of your most recent Personnel Action Report (PAR) or SF-50
Note: When submitting transcripts for an Associate degree or higher, proof of a high school diploma or equivalent is not required. All transcripts MUST show student's name, the name of the awarding university or educational institution, degree type, awarded/conferred date, and the field of study (major). If your degree has not been awarded and/or you possess certificates of completion for DoD approved competency-based training courses, and/or a valid CDA/MSA credential(s), you MUST also provide a copy of your HS Diploma or equivalent. Altered transcripts will not be accepted.
Transcripts from foreign colleges must be evaluated for U.S. equivalency in order to be considered. Applicants are responsible to obtain and submit proof of creditability of education as evaluated by a credentialing agency which is a private U.S. organization. Credential evaluations are not free, and applicants are responsible for the cost of the selected service.
How to Apply
Applications are not accepted in person or via email. Applicants must apply online.
To be considered for this vacancy you must apply and complete the online questionnaire and submit the documentation specified in the Required Documents section above.
The complete application package must be submitted by 11:59 PM (EST) on06/04/2025 to receive consideration. 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.
Additional information on how to complete the online application process and submit your online application may be found on the https://help.usastaffing.gov/Apply/index.php?title=ApplicantTo verify or check the status of your application, log into your USAJOBS account. Once logged in, the Welcome screen lists your applications, your application status and the date it was last updated.
For information on what each Application Status means, visit: https://www.usajobs.gov/Help/how-to/application/statusDON is an Equal Employment Opportunity Employer. All qualified candidates will receive consideration without regard to race, color, national origin, religion, sex, age, mental or physical disability, genetic information, reprisal, marital status, political affiliation, sexual orientation, or any other non-merit factor. The DON provides reasonable accommodations to applicants with disabilities. Applicants with disabilities who believe they may require reasonable accommodation(s) should email their request to MILL_HQ_NAF_HR.FCT@navy.mil to ensure proper consideration is given.
Next steps
If you provided an email address, you would receive an email message acknowledging receipt of your application. Times may vary during the hiring process, as your application status updates/changes you will be notified with a notification letter via email.