Clarification from the agency

Temporary Position- Not to Exceed 2 Years

• Serves as Technical Advisor (TA) for the contractors in the NRSW FFSP Centralized Scheduling Center (CSC). Oversees CSC operations to ensure CSC contractors are properly trained to coordinate appointment scheduling, customer service, and metrics/data analysis for all NRSW FFSC locations. Liaises with the CSC contract staff supervisor to ensure the CSC Program is in compliance with all relevant policies and procedures. Develops organizational procedures that promote communication and harmonious working relationships among the staff to develop individual strengths and effective accomplishment of the FFSP mission.
• Creates and analyzes metric reports showing utilization, workflow, total contacts, external referrals, and other business data necessary to monitor, improve, and streamline FFSC program delivery. Creates and monitors tracking systems to ensure staff at all NRSW FFSCs properly and promptly enter metrics for all customer contacts. Identifies and resolves issues in lack of timely or thorough data entry, employee metrics training, and management oversight to ensure timely and comprehensive metrics. Creates and provides live "in person" and virtual training, as well as self-paced virtual training, on the Fleet and Family Support Management Information System (FFSMIS). Conducts quality assurance on all programs FFSMIS entries for group programs, 1-on-1 consults, and information and referral (I&R).
• Identifies programs and outreach initiatives to enhance NRSW FFSP recruitment of personnel, forming partnerships with external entities to promote FFSP vacancies. Standardizes all position descriptions, crediting plans, vacancy announcements, and interview questions in coordination with NRSW Non-Appropriated Fund (NAF) and Appropriated Fund APF) Human Resources (HR) professionals. Ensures APF hiring process meets all milestones, trains NRSW FFSC Directors on APF hiring practices, and ensures that all NRSW FFSC managers understand the recruiting process.
• Tracks all NRSW FFSP hiring, liaising with appropriate HR Office to ensure all elements of the recruitment process are timely and in compliance with appropriate policy. Creates and provides NRSW FFSP New Employee Orientation for all new employees to learn about the Region's functions and the FFSC service delivery philosophy.
• Creates and tracks all Non-Appropriated Fund Requests (NARs) for personnel actions. Tracks background check status with NAF HR Background Office. Coordinates closely with NRSW Security on contractor background check status. Creates process outline for the on-boarding process and tracks with all sites to ensure fingerprints are timely, e-QIP background checks are submitted and renewed on time, and all other onboarding actions are completed. As permitted by NRSW Security, may work directly with e-QIP tracking systems.
• Conducts employee training on virtual service delivery, conducting virtual workshops, designing curriculum for the virtual environment, and use of virtual tools. Coordinates all elements of the NRSW FFSP virtual service delivery program.
• Develops and issues written regional instructions, standard operating procedures, and ensures compliance within the region. Trains NRSW FFSP staff on certification inspection standards. Supports resolution of certification findings, mid-cycle inspections, and self-assessments.
• Assists with coordinating travel arrangements for all NRSW FFSP staff members.
• Implements regular NRSW-wide needs assessments, including surveys and focus groups. Trains NRSW FFSP staff on conducting focus groups. Provides recommendations to modify service delivery to meet customer needs and interests. Identifies gaps in service delivery.
• Monitors, assists, and provides program guidance to installation FFSC Site Directors on creating digital marketing plans. Works with NRSW FFSP staff to create digital media marketing plans, to include videos and social media posts, for use in marketing NRSW FFSP in diverse ways. Liaises with NRSW Marketing and Sponsorship to identify new opportunities for FFSP messaging. Develops and monitors website content for all NRSW FFSC locations.
• Creates and monitors centralized registration system for online course registration.
• Maintains All Partners Access Network (APAN) site for NRSW FFSP.
• Research and purchases information technology products to enhance virtual delivery.
• Creates plan for podcasts, virtual self-paced webinars, and digital marketing efforts to engage and inform customer groups on all NRSW FFSP programs. Partners with other NRSW FFR departments to raise customer awareness of NRSW FFSP.
• Collects, analyzes, and maintains training, education and outreach materials, including listings of services and resources. Creates and organizes online storage cloud for all NRSW materials.
• Performs other duties as assigned.

Conditions of employment

• Must successfully pass the E-Verify employment verification check. Any discrepancies must be resolved as a condition of employment.
• Must pass a pre-employment physical, provide evidence of immunization, be free of all communicable diseases, and obtain appropriate immunization against communicable diseases.
• Ability to complete required training certificates, and maintain certifications or credentials required by Federal, State, and/or national accreditation institutions used as part of DoD's Child and Youth Programs.
• Satisfactorily complete all background checks in accordance with PL 101-647 to include National Agency Check with Written Inquiries (NACI).

Qualifications

• Knowledge and understanding of requirements and operations of FFSP.
• Knowledge of the needs of military personnel and families.
• Knowledge of qualitative and quantitative techniques for measuring effectiveness, efficiency, and productivity of assigned programs.
• Knowledge of personnel policy and practices to handle human resources requirements in a government environment.
• Skill in applying analytical and evaluative methods and techniques in the development of new procedures and approaches to identify and resolve significant issues and problems.
• Understanding of FFSMIS and metrics analysis.
• Ability to effectively communicate both orally and in writing with all levels of management, staff, and military personnel and their families.
• Ability to perform various liaison functions and training, coordinate priorities and work with staff at all levels.
• Ability to adapt to changing work conditions, frequent interruptions, and short deadlines.
• Ability to perform concurrent tasks, set priorities, coordinate completion within required deadlines and formulate plans of action and milestones for task accomplishment.
• Ability to analyze issues that identify best courses of action, determines potential organizational impacts, and maintains awareness of barriers impeding mission accomplishment and recommends corrective actions.

• Ability to develop, implement, and deliver training in in-person and virtual environments.
• Understanding of role of TA in working with contractors.

How you will be evaluated

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 and will be rated based on the information provided in the resume 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. Best qualified applicants will be referred to the hiring manager. The selecting official may choose to conduct interviews.

The following documents are required at the time of application:

• Resume: two-page limit, learn more here - Resume Requirements
• Proof of education/training: provide a copy of your awarded/conferred college transcript(s) if claiming education consideration
• 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). 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.

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