Clarification from the agency

All Candidates who are: Current NARA employees who hold or have previously held a permanent appointment in the competitive service; OR Current NARA employees serving on a special appointing authority, such as Veterans Recruitment Appointment (VRA) or a Disability appointment; OR Current NARA CTAP eligibles.

As a Supervisory Customer Services Specialist, you will:

• Manage the A1 Research Room operations in the Archives I Building, supervising lower level supervisors and staff.
• Assist the A1 Textual Records Division Director and other staff with development of short­ and long-range plans for the organization.
• Identify problems or situations that negatively impact the quality of researchers' experience in the research complex and take necessary steps to ensure immediate resolution.
• Develop strategies for the development of programs, policies, and procedures by interpreting existing NARA and R regulations, policies and procedures. In cooperation with division staff, develop and oversee implementation of customer satisfaction surveys pertaining to researchers' experiences at Archives I.

Conditions of employment

• A probationary or trial period may be required. Continued employment is contingent upon supervisory certification that continued employment will benefit the Federal Service; the certification will occur no less than 30 days before the end of the probationary/trial period.
• A one year supervisory or managerial probationary period may be required.
• Must successfully complete a background investigation.
• Complete a Declaration for Federal Employment to determine your suitability for Federal employment, at the time requested by the agency.
• If you are a male applicant born after December 31, 1959, certify that you have registered with the Selective Service System or are exempt from having to do so.
• Go through a Personal Identity Verification (PIV) process that requires two forms of identification from the Form i-9. Federal law requires verification of the identity and employment eligibility of all new hires in the U.S.
• The work will require sufficient mobility to make frequent inspection of all parts of the public spaces. The work requires some physical exertion such as; long period of standing, bending, stooping or reaching, and lifting of moderate heavy boxes, records or equipment.

1. Please refer to "Conditions of Employment."
2. Click "Print Preview" to review the entire announcement before applying.
3. Must be U.S. Citizens or U.S. Nationals.

Qualifications

You must meet the following requirements within 30 days of the closing date of this announcement.

Specialized Experience for the GS-13 grade level is defined as one year of experience at the GS-12 grade level, or equivalent, that is typically in or related to the position and which equipped the candidate with the particular knowledge, skills, and abilities to successfully perform the duties of this position. Specialized experience for this position is defined as experience:

• Experience leading a team, program, or project; AND
• Communicating to effectively explain, elaborate on or advocate for policies or projects orally and in writing; AND
• Overseeing customer service operations and ensuring timely and effective resolutions to escalated issues.

In addition to the above requirements, you must meet the following requirements, if applicable (as defined in 5 CFR 300, Subpart F):

Time-in-Grade: For the GS-13, you must have been at the GS-12 level for 52 weeks.

Time After Competitive Appointment: Candidates who are current Federal employees serving on a non-temporary competitive appointment must have served at least three months in that appointment.

How you will be evaluated

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

Your application includes your resume, responses to the online questions, and required supporting documents. Please be sure that your resume includes detailed information to support your qualifications for this position; failure to provide sufficient evidence in your resume may result in a "not qualified" determination.

Eligible and qualified applicants will be evaluated through a structured interview based on the competencies listed below. The interview will be conducted by subject matter expert(s) of the position as a formal assessment.

You will be assessed on the following competencies (knowledge, skills, abilities, and other characteristics):

Program Management
Planning and Evaluating
Human Capital Management
Partnering
Customer Service
Decision Making

To be considered for final selection, applicants must demonstrate highly qualified experience in these designated competencies during the structured interview.

Referral: If you are among the top qualified candidates, your application may be referred to a selecting official for consideration. You may be required to participate in a selection interview.

If you are a displaced or surplus Federal employee (eligible for the Career Transition Assistance Plan (CTAP)/Interagency Career Transition Assistance Plan (ICTAP)) you must receive a score of 85 or better to be rated as "well qualified" to receive special selection priority

To be found well-qualified at the GS-13 grade level, and in addition to meeting specialized experience, the applicant must have documented the following experience: Having a solid and comprehensive understanding of the position. Can perform the required tasks efficiently and is proficient in applying the knowledge, skills, and abilities of the job.

1. All applicants must submit a résumé showing work schedule, hours worked per week, dates of employment and duties performed. The experience may have been gained in either the public, private sector or volunteer service. One year of experience refers to full-time work; part-time work is considered on a prorated basis. All applicants are required to submit arésumé either by creating one in USAJOBS or uploading one of their own choosing. (Cover letters are optional.) To ensure full credit for your work experience, please indicate dates of employment by month/day/year, and indicate number of hours worked per week on your resume. Please limit your resume to 2 pages. If more than 2 pages are submitted, your resume will still be accepted, however only the first 2 pages of the document titled "resume" will be reviewed and considered for qualifications determination. If multiple résumés are submitted, only the résumé with the most recent submission date and time stamp will be reviewed. We suggest that you preview the online questions, as you may need to customize your résumé to ensure that it supports your responses to these questions. Please view résumé tips.

2. Vacancy Question Responses - All applicants are required to complete vacancy question responses by clicking the apply online button of this vacancy announcement.

3. PERFORMANCE APPRAISAL/REVIEW/EVALUATION, ETC: All (Federal and Non-Federal) applicants are required to submit their most recently completed annual performance appraisal (dated within 18 months from the closing date of the vacancy announcement), which identifies your official rating of record (must be at least "Fully Successful") AND is signed by the supervisor, OR a statement explaining why the performance appraisal/review/evaluation is unavailable OR incomplete. If you fail to provide a copy of the performance appraisal/review/evaluation, or a statement advising why it is unavailable, you will be removed from further consideration. N/A is not considered an acceptable response.

4. SF-50 for CURRENT EMPLOYEES -- Documentation Relating to Your Federal Employment:

• Submit a copy of your most recent NON-AWARD SF-50, Notification of Personnel Action, which shows your current (or most recent) title, series, grade, and competitive service status. (To verify your competitive service status, on the SF50, Box 34 "Position Occupied" should show a "1" and Box 24 "Tenure" should show a "1" or "2".)
• Indicate on your application the highest permanent grade you have held; if this grade is different from your current grade, submit a copy of an additional SF-50 showing this grade.
• If you are currently on a Veterans Recruitment Appointment (VRA) or Schedule A Disability, submit a copy of an SF-50 showing that appointment. (To verify your status, on the SF50, Box 34 "Position Occupied" should show a "2" and Box 24 "Tenure" should show a "1" or" 2".

Additional Required Documents if Applying Through the Hiring Authorities Listed Below:

5. If you are currently serving on a special hiring authority (e.g. VRA, Schedule A Disability, etc.), please see Explore Hiring paths. In order to be eligible under one of these authorities, you must submit all required documentation as outlined in the specific hiring path documents you may need section.

6. CAREER TRANSITION ASSISTANCE PLAN (CTAP) DOCUMENTATION: If you are a displaced or surplus Federal employee, click CTAP/ICTAP for eligibility and a detailed list of required documents you must submit in order to be eligible.

Failure to submit any of the applicable above-mentioned documents may result in loss of consideration due to an incomplete application package. It is your responsibility to ensure all required documents have been submitted.

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