This position is located in one of FEMA's National Processing Service Centers. Positions are available in: Winchester, VA (salary $17.79/hr); Hyattsville, MD (salary $17.79/hr) ; and Denton, TX (salary $17.12/hr). As a customer representative, you will assist with disaster response and recovery efforts. The ideal candidate will possess strong computer, communication, interpersonal, and customer service skills.
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Local Hire employee's term of employment is 120 days. Local hire appointments may be extended, in 120 day increments, for a maximum 365 day appointment, based on the needs of the disaster.
In this position, you will serve as a call center Customer Representative, completing the initial disaster assistance registration procedure: processing a variety of claims or requests for disaster assistance; and/or providing various types of information regarding available programs to people applying for disaster assistance by telephone after a Presidentially-declared disaster.
Typical work assignments include:
Serves as the primary point of contact for persons inquiring about disaster assistance by telephone. Conducts telephone interviews with disaster survivors who have been affected by a declared disaster.
Assists applicants by telephone and in person, determines applicant needs, and provides instructions and referrals to appropriate disaster programs, community resources, and other Federal agencies, as appropriate.
Provides information and explanations of Housing Assistance, Other Needs Assistance Grants, and other programs to applicants.
Conducts verification activities to determine eligibility of applicants for disaster assistance through direct contact with applicants, in order to gather and disseminate information.
Processes applicant cases, re-certifications, audits, and recoups and lodging reimbursement from disaster assistance applicants.
Job family (Series)
0301 Miscellaneous Administration And Program
HelpRequirements Conditions of Employment
You must be a U.S. citizen to be considered for this position.
You must successfully pass a background investigation.
Selective service registration is required for males born after 12/31/59.
Please review "Other Information" section for additional conditions.
Please ensure you meet the qualification requirements described below.
This is an open continuous announcement which will remain open until 11:59 pm EST on 09/25/2018.
Those who apply by the first cut-off of 9/19/2018 will receive first consideration. Subsequent cut-off dates will be every Monday, Wednesday, and Friday through 09/25/2018 or until the vacancies are filled. All applicants received will be reviewed for qualifications and a list of qualified candidates will be referred to management for consideration.
FEMA is an Equal Opportunity Employer. Salaries are comparable to local pay rates.
FEMA's mission is to support our citizens and first responders to ensure that as a nation we work together to build, sustain, and improve our capability to prepare for, protect against, respond to, recover from, and mitigate all hazards.
STAFFORD ACT EXCEPTED SERVICE APPOINTMENTS: The Local Hire Program is an appointment type granted under the Robert T. Stafford Disaster Relief and Emergency Assistance Act, Section 306 (b), which authorizes FEMA to appoint such temporary employees as necessary to accomplish work authorized under the Act. Appointments under this authority within FEMA are made to the excepted service and are nonpermanent in nature.
To qualify for this position, you must possess the following experience:
Providing customer support for an organization/business.
Assisting customers over the telephone to provide customer support.
Utilizing computer software to support an organization/business' customers.
Minimum age of eighteen years of age is required.
All candidates must be a high school graduate or possess a GED
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 provides valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.
Your application must show that you meet all requirements for this position. You may be found "not qualified" if you do not possess the minimum competencies required for the position.
NOTE: 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. For a brief video on How to Create a Federal Resume, click here.
Current or former FEMA Reservists/DAE employees: To accurately credit your experience for these intermittent positions, make sure to list the dates (from MM/YY to MM/YY) of each deployment, along with the job title and specific duties you were responsible for during each deployment. Failure to provide this information may result in disqualification.
Department Of Homeland Security