Ombuds Case Manager Job in Anywhere in the U.S. (remote job)

Vacancy No. HHS-ACF-DE-25-12606836 Department Administration for Children and Families
Salary $62,107.00 to $96,770.00 Grade 11 to 12
Perm/Temp Permanent FT/PT Full-time
Open Date 11/14/2024 Close Date 11/22/2024
Job Link Apply Online Who may apply Public
Locations:
Anywhere in the U.S. (remote job)


Summary

This position is located in the Department of Health and Human Services, Administration for Children and Families, Immediate Office of the Assistant Secretary, Unaccompanied Children Office of the Ombuds, located in Anywhere in the U.S. (remote job).

Salary: The salary range indicated in this announcement will be adjusted to include locality payment for selected duty location. General Schedule locality pay tables may be found under Salaries & Wages.

Duties

The purpose of this position is for the incumbent to investigate complaints and concerns related to unaccompanied children's experiences in the care of the Office of Refugee Resettlement (ORR), ensuring adherence to federal law and ORR policy and procedures. Duties Include:

  • The incumbent receives and reviews complaints, inquiries, and other submissions related to the care, safety, and well-being of unaccompanied children in the custody of the ORR.

  • The incumbent evaluates submissions from a variety of stakeholders, including children, care provider staff, service providers, community members, family members, and Federal employees.

  • The incumbent provides responses to complaints, inquiries, or other submissions that fall within the office's scope and warrant further investigation.

  • The investigative response may include conducting site visits, interviewing involved parties, reviewing relevant documentation, and analyzing program records and historical information.

  • The incumbent ensures the investigation captures verifiable facts, as well as the perspectives, opinions, and subjective experiences of the complainant and others involved.

  • All investigative efforts are documented in a comprehensive final investigative response report.

  • The final investigative report details the nature of the original complaint, the investigative efforts undertaken, findings of fact, and perspectives of interviewed parties.

  • The report includes recommendations to resolve the complaint or concern, prevent reoccurrence, and address the complainant's grievance if relevant.

  • The incumbent collaborates with UCOO leadership to communicate investigative findings and recommendations to affected parties, ensuring information is shared only with those who have a right or essential need to know.

  • The incumbent maintains high professional standards, upholding the core tenets of an Ombuds Office-confidentiality, impartiality, and independence-and effectively communicates their mission, role, and duties to all stakeholders.

Requirements

Conditions of Employment

  • U.S. Citizenship required
  • Selective Service: Males born after December 31, 1959, must be registered or exempt from Selective Service - http://www.sss.gov
  • If not previously completed, a background security investigation will be required for all appointees. Appointment will be subject to the applicant's successful completion of a background security investigation and favorable adjudication.
  • One-year probationary period may be required.
  • If you are selected for this position, the documentation that you present for purposes of completing the Department of Homeland Security (DHS) Form I-9 will be verified through the DHS "E-Verify" System.
  • All Federal employees are required to have Federal salary payments made by direct deposit to a financial institution of their choice.
  • Financial disclosure statement will be required.
  • Bargaining Unit Position: No.
  • Drug Screening Required: No.
  • Research position: No.
  • Moving expenses, Relocation incentive, Recruitment incentive: Not Authorized.
  • Student loan repayment, Superior Qualification: Not Authorized.
  • Credit for Annual leave for non-federal service: Authorized.

Qualifications

Applicants must demonstrate that they meet the Basic AND Specialized Experience requirements as noted below.

Basic Requirement: You must meet one of the items listed below (A, B, or C):
A. Possess a degree in behavioral or social science; or related disciplines appropriate to the position. (Must provide transcripts)
B. Possess a combination of education and experience -- that provided you with the knowledge of one or more of the behavioral or social sciences equivalent to a major in the field. (Must provide transcript)
C. Possess four years of appropriate experience that demonstrates acquired knowledge of one or more of the behavioral or social sciences equivalent to a major in the field.

GS-11: You must possess at least one year of specialized experience equivalent to the GS-09 level in the Federal service (obtained in either the public or private sectors) performing (3) of the (4) duties listed below
  1. Conduct primarily routine investigations related to the care or custody of unaccompanied children to assess adherence with relevant laws, policies, procedures, and child welfare standards;
  2. Prepare draft reports summarizing the findings of investigations related to the care or custody of unaccompanied children and actions taken to review inquiries. This includes reports that identify gaps in adherence with relevant laws, policies, procedures, and child welfare standards;
  3. Provide case management and coordinate delivery of services for unaccompanied children, their families, or their sponsors;
  4. Demonstrate the ability to build and maintain working relationships with stakeholders and to adapt to the needs of different audiences to communicate information, including supporting public engagements.
OR possess a Ph.D. degree 3 full years of progressively higher-level graduate education leading to a doctoral degree or equivalent graduate degree; or a combination of the required experience and education for this grade level.

Specialized Experience: GS-12: You must possess at least one year of specialized experience equivalent in difficulty and responsibility to the GS-12 level in the Federal service (obtained in either the public or private sectors) performing (3) of the (4) duties listed below:
  1. Conduct multi-faceted investigations related to the care or custody of unaccompanied children to assess adherence with relevant laws, policies, procedures, and child welfare standards;
  2. Prepare comprehensive final reports that summarize the findings of investigations related to the care or custody of unaccompanied children. This includes actions taken to review inquiries, identifying gaps in adherence to relevant laws, policies, procedures, and child welfare standards, as well as potential recommendations for improvement;
  3. Provide case management and coordinate delivery of services for unaccompanied children, their families, or their sponsors;
  4. Build and maintain effective working relationships with stakeholders, including representing the office in public engagements, such as presenting on office policies or procedures or representing the organization at community functions.

Documenting Experience:

IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Qualifications are based on breadth/level of experience. In addition to describing duties performed, applicants must provide the exact dates of each period of employment (from MM/YY to MM/YY) and the number of hours worked per week if part time. As qualification determinations cannot be made when resumes do not include the required information, failure to provide this information may result in disqualification. Applicants are encouraged to use the USAJOBS Resume Builder to develop their federal resume.

Do not copy and paste the duties, specialized experience, or occupational assessment questionnaire from this announcement into your resume as that will not be considered a demonstration of your qualifications for this position.

In accordance with Office of Personnel Management policy, federal employees are assumed to have gained experience by performing duties and responsibilities appropriate for their official series and grade level as described in their position description. Experience that would not normally be part of the employee's position is creditable, however, when documented by satisfactory evidence, such as a signed memorandum from the employee's supervisor or an SF-50 or SF-52 documenting an official detail or other official assignment. The documentation must indicate whether the duties were performed full time or, if part time, the "percentage of times" the other duties were performed. It is expected that this documentation is included in the employee's official personnel record. In order to receive credit for experience in your resume that is not within the official series and grade level of your official position, you must provide a copy of the appropriate documentation of such experience as indicated above.

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; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to gain employment. You will receive credit for all qualifying experience, including volunteer experience. If such experience is on a part-time basis, you must provide the average number of hours worked per week as well as the beginning and ending dates of the experience so it can be fully credited.

OPM Qualification General Policies Website
www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-policies/#url=app


All qualification requirements must be met by the closing date of the announcement.

Education

If you are claiming education as any part of your qualifications for this position, you must submit an official transcript, unofficial transcript, or a list including courses, grades earned, completion dates, and quarter and semester hours earned.

This position requires specific coursework and/or a degree to meet the basic education requirement. You must submit an official transcript, unofficial transcript, or a list including courses, grades earned, completion dates, and quarter and semester hours earned. Your transcript(s) must clearly demonstrate the course(s) listed in the qualification requirement section. If the transcript(s) does not clearly demonstrate this you must submit a copy of the course description and/or other documentation demonstrating that the courses are equivalent.

Special Instructions for Foreign Education: If you are using education completed in foreign colleges or universities to meet the qualification requirements, you must show that the 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. Failure to provide such documentation with your application will result in lost consideration. For further information, visit: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.

Additional information

INCENTIVES
Incentives may be authorized; however, this is contingent upon multiple factors, including funds availability. If authorized, certain incentives may require you to sign a service agreement to remain in the Federal government for a period of up to 3 years. Note: This statement does not imply nor guarantee an incentive will be offered and paid. Incentives may include the following: moving expenses, recruitment or relocation incentive; student loan repayment, superior qualifications appointment, creditable service for annual leave for prior non-federal work experience or prior uniformed military service, etc.

In accordance with Executive Order 12564 of September 14, 1986, The Department of Health and Human Services (HHS) is A Drug-Free Federal Workplace. The use of illegal drugs, on or off duty, by Federal employees is inconsistent not only with the law-abiding behavior expected of all citizens, but also with the special trust placed in such employees as servants of the public.

Veterans' Preference - https://www.fedshirevets.gov/job-seekers/veterans/veterans-preference/#content

Reasonable Accommodation: This agency provides reasonable accommodation to applicants with disabilities. If you need a reasonable accommodation for any part of the application and hiring process, please see Agency Contact Information for whom to contact for more info. The decision on granting reasonable accommodation will be made on a case-by-case basis. You must contact the HR contact on the vacancy announcement at least three business days before the closing date of this announcement to receive assistance. For more information on disability employment, please visit https://www.opm.gov/policy-data-oversight/disability-employment/

Career Transition Program: This program applies to Federal service employees whose positions have been deemed surplus or no longer needed, or employees who have been involuntarily separated from a Federal service position within the competitive service. To receive selection priority for this position, you must: 1) meet eligibility criteria for CTAP or ICTAP; 2) be rated well-qualified for the position; and 3) submit the appropriate documentation to support your CTAP or ICTAP eligibility. Well-Qualified includes those applicants whose knowledge, skills, and abilities clearly exceed the minimum qualification requirements for the position. For information on eligibility criteria and required documentation, go to: http://www.opm.gov/rif/employee_guides/career_transition.asp

Political appointment: Beginning January 1, 2010, agencies must seek prior approval from OPM before they can appoint a current or recent political appointee to a competitive or non-political excepted service position at any level under the provisions of title 5, United States Code. If you are currently, or have been within the last 5 years, a political Schedule A, Schedule C, or Non-career SES employee in the executive branch, you MUST disclose that to the Human Resources Office.

If you are unable to apply online, please contact the Mid-Atlantic Services Branch at NORFOLKMAIL@OPM.GOV for more information.

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.

**This announcement will be open for 7 business days OR until the first 150 applications have been received, whichever happens first.**

Additional selections may be made for similar positions across the Department of Health and Human Services (HHS) within the local commuting area(s) of the location identified in this announcement. By applying, you agree to have your application shared with interested selecting official(s) at HHS. Clearance of CTAP/ICTAP will be applied for similar positions across HHS.

Once the application process is complete, a review of the resume and supporting documentation will be made and compared against your responses to the assessment questionnaire to determine if you are qualified for this job. If, after reviewing your resume and/or supporting documentation, a determination is made that you have inflated your qualifications and/or experience, you may lose consideration for this position. Please follow all instructions carefully. Errors or omissions may affect your eligibility. Category rating procedures will be used to rate and rank candidates. The category assignment is a measure of the degree in which your background matches the competencies required for this position. Qualified candidates will be ranked into one of three categories:

  • Best Qualified - Applicants who have experience that is almost identical to those required by the position.
  • Well Qualified - Applicants who have experience that is very similar to those required by the position.
  • Qualified - Applicants who meet minimum qualification requirements, but do not identify any additional qualifying experience or skill.

Candidates in the highest category will be referred to the hiring agency.

The Category Rating Process does not add veterans' preference points but protects the rights of veterans by placing them ahead of non-preference eligibles within each category. Preference eligibles who meet the minimum qualification requirements and who have a compensable service-connected disability of at least 10 percent must be listed in the highest quality category (except in the case of scientific or professional positions at the GS-9 level or higher).

Your qualifications will be evaluated on the following competencies (knowledge, skills, abilities and other characteristics):
  • Interpersonal Skills
  • Organizational Awareness
  • Research and Analysis
  • Written Communication


To preview the assessment questionnaire, click the following link: https://apply.usastaffing.gov/ViewQuestionnaire/12606836

Required Documents

Submission of a resume alone IS NOT a complete application. You must provide a complete online Application Package which includes:

  • Your Resume must clearly articulate how your skills and experiences align to the criteria defined in the qualifications section of this announcement and it must support your responses to the assessment questionnaire. For each position you must describe your duties, accomplishments, related skills, and responsibilities. Your resume must also include the day, month, and year that you began and ended as well as hours worked per week (if less than 40) for each position held. Full-time employment will be assumed unless otherwise stated on your resume. Part-time employment will be prorated in crediting experience. Not providing this information may result in the lowering of your assessment score or an ineligible rating. For resume writing guidance, please visit the USAJobs Resource Center or view their video tutorial.
  • A complete Assessment Questionnaire (https://apply.usastaffing.gov/ViewQuestionnaire/12606836)
Other Supporting Documents: (Only Submit if applicable to you.)
  • College transcript (if qualifying all or in part based on your education)
  • Veterans' Preference documentation:
    • Discharged Veterans: If you are claiming 5 point preference, you must submit a copy of your DD Form 214, Certificate of Release or Discharge from the armed forces that supports dates of service and discharge status; if claiming 10 point preference, an application for 10-Point Veterans Preference (SF-15) and an official document dated 1991 or later, from the Department of Veterans Affairs or from a branch of the Armed Forces, and/or any other associated documentation based on your preference.
    • Active Duty Members: Under the VOW (Veterans Opportunity to Work) to Hire Heroes Act of 2011, if claiming 5 point preference, submit written documentation from the armed forces that certifies the service member is 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 with your application package.
  • ICTAP/CTAP Documentation:
    • A copy of your RIF separation notice, notice of proposed removal for failure to relocate, notice of disability annuity termination, or certification from the National Guard Bureau or Military Department that you are eligible for disability retirement;
    • A copy of your SF-50 "Notification of Personnel Action'', documenting your RIF separation, noting your positions, grade level, and duty location, and/or Agency certification of inability to place you through RPL, etc;
    • A copy of your latest performance appraisal including your rating; and
    • Any documentation from your agency that shows your current promotion potential.
  • Are you a current or former political Schedule A, Schedule C, Non-career SES or Presidential Appointee employee? Submit a copy of your applicable SF-50, along with a statement that provides the following information regarding your most recent political appointment:
    • Position title;
    • Type of appointment (Schedule A, Schedule C, Non-career SES, or Presidential Appointee);
    • Agency; and
    • Beginning and ending dates of appointment.
You are not required to submit official documents at this time; copies are sufficient.

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

To apply for this position, you must complete the occupational questionnaire and submit the documentation specified in the Required Documents section.

*To begin, click Apply Online to create a USAJOBS account or log in to your existing account. Follow the prompts to select your USAJOBS resume and/or other supporting documents and complete the occupational questionnaire.
*Click the Submit My Answers button to submit your application package.
*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 USAJOBS account at https://my.usajobs.gov/Account/Login, select the Application Status link, and then select the more information link for this position. The Details 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 USAJOBS account at https://my.usajobs.gov/Account/Login and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USAJOBS account or your application will be incomplete.

The complete Application Package must be submitted by 11:59 PM (EST) on 11/22/2024.

Agency contact information

Alpha Services Branch
Address
Administration for Children and Families
330 C St SW
Washington, DC 20201
US
Learn more about this agency

Next steps

Once the online questionnaire is received you will receive an acknowledgement email that your submission was successful. The best qualified candidates will be referred to the hiring manager for further consideration and possible interview. You will receive notice via email or by mail, if no email address was provided by you during the application process, once this process is completed.

You will be required to submit official documentation prior to appointment. The agency will then verify the information provided on your application (i.e., degree, veterans' preference, disability, etc.).

Current government employees and government contractors will be granted provisional suitability and will onboard in an expedited manner. Once on board, continued employment will be based on the applicant's successful completion of a background security investigation and favorable adjudication.

HHS has a Critical Preparedness and Response Mission: we protect the American people from health threats, research emerging diseases, and mobilize public health programs with domestic and international partners. HHS' 24/7 Secretary's Operations Center (SOC) unites highly trained experts, well established processes, and state-of-the-art technology to coordinate resources and information as HHS responds to emergencies worldwide.

Every HHS employee has a role in supporting public health emergency management, whether through voluntary temporary assignments to emergency responses or sustaining other HHS programs and activities while colleagues respond.

In addition to their everyday work, HHS offers employees the opportunity to contribute their unique skills through voluntary temporary assignments to humanitarian emergencies or Departmental priorities countering new and emerging health, safety, and security threats.


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


© 2006-2024, exclusive of U. S. government job opportunity announcements