What are the responsibilities and job description for the Customer Service Specialist position at Administration for Strategic Preparedness and Response?
Summary
This position is located in the Department of Health and Human Services, Administration for Strategic Preparedness and Response, headquartered in Washington, District of Columbia.
This job is open to
- Federal employees - Competitive service
Current or former competitive service federal employees.
Federal employees who meet the definition of a "surplus" or "displaced" employee.
Individuals eligible under a special authority not listed above, but defined in the federal hiring regulations.
Family members of a federal employee or uniformed service member who is or was, working overseas.
Certain current or former term or temporary federal employees of a land or base management agency.
Clarification from the agency
Federal career or career conditional employees in the competitive service; displaced Federal employees with CTAP or ICTAP eligibility; Military Spouses; individuals eligible for VEOA or VRA appointments; 30% disabled veterans; foreign service employees; national service (Peace Corps / VISTA); USPHS officers and officer candidates; certain former overseas employees; former employees with reinstatement eligibility; and individuals with disabilities.
Duties
WHAT YOU'LL BE DOING DAY TO DAY
As a Customer Service Specialist, you will use your knowledge of and experience with Administration for Strategic Preparedness and Response (ASPR) to optimize business results and customer experience by :
Requirements
Conditions of Employment
Qualifications
WHAT WE ARE LOOKING FOR
Minimum Qualifications :
A. You must have one year specialized experience to perform successfully the duties of the position. To be creditable, specialized experience must have been equivalent to at least the GS-07 grade level in the Federal service performing at least three (3) of the following :
B. Must have a master's or equivalent graduate degree or 2 full years of progressively higher-level graduate education leading to such a degree that demonstrates the knowledge, skills, and abilities necessary to do the work or LL.B. or J.D., if related. One year of full-time graduate education is considered to be the number of credit hours that the school attended has determined to represent 1 year of full-time study. If that information cannot be obtained from the school, 18 semester hours should be considered as satisfying the 1 year of full-time study requirement. NOTE : Must submit transcript(s).
C. Must have a combination of experience and education as described above. NOTE : Must submit transcript(s).
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 application 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
Education
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. For further information, visit :
Note : Applications can be accepted from students who expect to complete qualifying education within 9 months from the date of application. Education was completed successfully before the applicant can be appointed.
Additional information
THINGS YOU NEED TO KNOW
Federal agencies may request information regarding the vaccination status of selected applicants for the purposes of implementing other workplace safety protocols, such as protocols related to masking, physical distancing, testing, travel, and quarantine.
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.
Bargaining Unit Position : No
Research position : No
Drug Screening Required : No
Special Hiring Authorities for Veterans -
Special Hiring Authorities for Military Spouses -
People With Disabilities (Schedule A) -
Career Transition Assistance Program / Interagency Career Transition Assistance Program (CTAP / ICTAP) : For information on how to apply as an CTAP / ICTAP eligible see To be well-qualified and exercise selection priority for this vacancy, displaced Federal employees must be rated at 85.0 or above on the rating criteria for this position.
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.
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.
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 any interested selecting official(s) at HHS. Clearance of CTAP / ICTAP will be applied for similar positions across HHS.
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.
Once the application process is complete, a review of the resume and supporting documentation will be made and compared against your responses to the application 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.
PHS Commissioned Corps (CC) Officers : PHS Commissioned Corps (CC) Officers interested in performing the duties of this position within the Commissioned Corps may apply online to this announcement. Candidates will be referred as CC personnel and not as candidates for conversion to a permanent career or career-conditional appointment.
For Competitive Merit Promotion and Veterans Employment Opportunities Act (VEOA) Applicants : The highest rated candidates will be referred to the hiring agency.
For Noncompetitive Applicants : All qualified candidates will be referred to the hiring agency.
Your qualifications will be evaluated on the following competencies (knowledge, skills, abilities and other characteristics) :
Customer Service (Clerical / Technical)
To preview the application questionnaire, click the following link :
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.
As a new or existing federal employee, you and your family may have access to a range of benefits. Your benefits depend on the type of position you have - whether you're a permanent, part-time, temporary or an intermittent employee. You may be eligible for the following benefits, however, check with your agency to make sure you're eligible under their policies.
Submission of a resume alone IS NOT a complete application. You must provide a complete online Application Package which includes :
Your Resume You are encouraged to use the USAJobs online resume builder to ensure that all required information is in your resume. 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 application 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 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. For Most Effective Resumes Tips visit :
Other Supporting Documents : (Only Submit if applicable to you.)
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.
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;
For Résumé Tips visit :
For Application Tips visit :
For additional information about USAJOBS visit the Help Center :
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.
To apply for this position, you must complete the occupational questionnaire and submit the documentation specified in the Required Documents section below.
To verify your application is complete , log into your USAJOBS account at , 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 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 01 / 18 / 2025.
Agency contact information
SROC Help Desk
SROCHelpDesk@hhs.gov
Address
Administration for Strategic Preparedness and Response
200 Independence Ave. SW
Washington, DC 20201
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. We expect to make a selection within 45 days of the closing date of this announcement.
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 (generally 4-6 weeks).
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.).
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.
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
Criminal history inquiries
Required Documents
Submission of a resume alone IS NOT a complete application. You must provide a complete online Application Package which includes :
Other Supporting Documents : (Only Submit if applicable to you.)
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.
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;
For Résumé Tips visit :
For Application Tips visit :
For additional information about USAJOBS visit the Help Center :
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 below.
To verify your application is complete , log into your USAJOBS account at , 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 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 01 / 18 / 2025.
Agency contact information
SROC Help Desk
SROCHelpDesk@hhs.gov
Address
Administration for Strategic Preparedness and Response
200 Independence Ave. SW
Washington, DC 20201
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. We expect to make a selection within 45 days of the closing date of this announcement.
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 (generally 4-6 weeks).
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.).
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.
Fair & Transparent
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.