Case Management Specialist

About this job

This position is located within the Federal Mediation and Conciliation Service (FMCS), Office of Field Operations, Office of Client Services.

Duties

In this position, you will responsible for the following duties: Manages and tracks all statutorily-required notices and requests for service throughout their entire life cycle (i.e., intake, case handling, assignment, case closing, follow-up, etc.). Identifies areas in need of improvement and tracks and reports process irregularities. Maintains a high level of skill in all case administrator functions, including, but not limited to intake and processing of notices and service requests, initial case assignment, and maintenance and file management of interagency agreements. Serves as a primary client-facing point of contact to address and/or appropriately route questions related to Agency and client casework. Engages parties by phone and/or email to ensure that they are aware of the full range of FMCS services and know how to access them if needed. Serves as project lead on initiatives to streamline elements of the service request life cycle and broadly improve client service processes and procedures. Serves as the liaison between the Field and Finance to manage the process of IAA creation, delivery and billing. Tracks and analyzes trends in client feedback gathered from automated client experience surveys distributed upon the closing of a case, as well as from conversations. Makes recommendations to improve processes with the goal of increasing the number of parties who request and use FMCS services, as relevant. Participates in and contributes to internal discussions regarding client feedback and related changes to policy or procedure, as relevant.

Qualifications

Specialized Experience: Specialized experience is experience that has equipped the applicant with the particular competencies/qualifications to successfully perform the duties of the position and is typically in or related to the work of the position to be filled. Specialized experience equivalent to at least the GS-09 level includes: 1) Managing client relationships and assessing each client's needs; 2) Working closely with other departments to develop strategies to better engage existing customers; 3) Gathering data and analyzing current trends; and 4) Making recommendations to enhance current procedures and processes within Agency programs. Preferred Experience (one or more of the following): Knowledge of labor relations and/or collective bargaining; Knowledge of alternative dispute resolution; Utilizing standard Microsoft 365 products (e.g. Outlook, Word, Excel, and PowerPoint); Scheduling and conducting virtual meetings using online meeting platforms like Zoom and Microsoft Teams. Time in grade: Current federal employees applying for a promotion opportunity must meet time-in-grade (TIG) requirement of 52 weeks of service at the next lower grade level in the normal line of progression for the position being filled. GS-11: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-9 in the normal line of progression for the occupation in the organization. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have Ph.D. or equivalent doctoral degree or 3 full years of progressively higher level graduate education leading to such a degree or LL.M., if related. *TRANSCRIPT REQUIRED* OR, Combination: Applicants may also combine education and experience to qualify at this level. You must have an combination of specialized experience and education beyond the first 2 years of graduate education. (The applicant's first 2 years of graduate study are not qualifying for GS-11.). *TRANSCRIPT REQUIRED* This position requires submission of a 2-page resume and completion of a USA HIRE assessment,. Candidates scoring above 90 on the USA HIRE assessment will be considered best qualified. Your resume will then be reviewed by an HR Specialist and a Subject Matter Expert to determine if you meet the specialized experience and qualification requirements as outlined in the announcement. If you are found minimally qualified, a rating panel will review your resume. Candidates may be contacted for an interview. Basis for Rating: The rating panel will evaluate applicants' resume, then place them into one of the following categories: Highly Qualified, Well Qualified and Qualified. Highly Qualified - Meets the minimum qualification requirements and has extensive skills and experience in most of the job related competencies above. Well Qualified - Meets the minimum qualification requirements and has a moderate amount of skills and experience in most of the job related competencies above. Qualified - Meets the minimum qualification requirements, but may have a limited amount of experience in several of the job related competencies. Your resume must have complete information. Please ensure your resume accurately reflects the duties and responsibilities under each position you have held with each employer. In describing your experience, please be clear and specific. It is your responsibility to make sure your resume states complete information for each job entry (beginning and ending dates of employment stated as MM/YYYY; and total hours worked per week). If your resume does not provide enough information regarding your work history for us to make a creditable qualification determination, your application package may be rendered disqualified and you will no longer be considered for this position. Part-time or unpaid experience: Credit will be given for appropriate unpaid work on the same basis as for paid experience. Part-time experience will be credited on the basis of time actually spent in appropriate activities. To receive credit for such experience you must indicate clearly the nature of the duties and responsibilities in each position held and the number of hours per week spent in such employment. Qualifications must be met by the Closing Date: You must meet all qualification and eligibility requirements by 11:59pm EDT on the closing date of this announcement. After you submit this application, you will receive an e-mail informing you that a USA Hire assessment is required. You will have 48 hours from the closing date of this announcement, 11/15/2026, to complete the assessment as this assessment is part of your application.

Education

A transcript must be submitted with your application if you are basing all or part of your qualifications on education. Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.

Evaluations

You will be evaluated based on how well you meet the qualifications listed in this vacancy announcement. Your qualifications will be evaluated based on your application materials (e.g., resume, supporting documents), your responses on the application questionnaire, and your responses to all assessments required for this position. You will be assessed on the following competencies (knowledge, skills, abilities, and other characteristics): Accountability Attention to Detail Customer Service Decision Making Decisiveness Flexibility Integrity/Honesty Interpersonal Skills Learning Problem Solving Reading Comprehension Reasoning Resilience Self-Management Stress Tolerance Teamwork Overstating your qualifications and/or experience in your application materials or application questionnaire may result in your removal from consideration. Cheating on an assessment may also result in your removal from consideration. To preview the application questionnaire, click the following link: https://apply.usastaffing.gov/ViewQuestionnaire/13114427

How to apply

Please read the entire announcement and all the instructions before you begin an application. To apply and be considered for this position, you must complete all required questionnaires, assessments and submit all required documentation as specified in the How to Apply and Required Documents section. The complete application package must be submitted by 11:59 PM (ET) on the closing date of the announcement to receive consideration. The application process is as follows: Click the Apply Online button. Answer the questions presented in the application and attach all necessary supporting documentation. Click the Submit Application button prior to 11:59 PM (ET) on the announcement closing date. If you are required to complete any USA Hire Assessments, you will be notified after submitting your application. The notification will be provided in your application submission screen and via email. The notification will include your unique assessment access link to the USA Hire system and the completion deadline. Additionally, in USAJOBS you can click "Track this application" to return to your assessment completion notice. Access USA Hire using your unique assessment link. Access is granted through your USAJOBS login credentials. Review all instructions prior to beginning your assessments. You will have the opportunity to request a testing accommodation before beginning the assessments should you have a disability covered under the Rehabilitation Act of 1973 as amended. Set aside about two (2) hours to take the USA Hire Assessments; however, most applicants complete the assessments in less time. If you need to stop the assessments and continue later, you can re-use your unique assessment link. Your responses to the USA Hire Assessments will be reused for one year (in most cases) from the date you complete an assessment. If future applications you submit require completion of the same assessments, your responses will be automatically reused. Visit the USA Hire Applicant Resource Center for practice assessments and assessment preparation resources at https://support-usahire.opm.gov/hc/en-us. To update your application, including supporting documentation: During the announcement open period, return to your USAJOBS account, find your application record, and click Edit my application. This option will no longer be available once the announcement has closed. To view the announcement status or your application status: Visit https://help.usajobs.gov/how-to/application/status. Your application status page is where you can view your application status, USA Hire assessment completion status, and review your notifications sent by the hiring agency regarding your application.

Applications are handled only on the official announcement. This page is a readable copy of the public announcement data — the official version controls if anything differs.

Required documents

Required documents to be submitted online: Resume clearly stating your experience related to this position as described in the Duties and Qualifications sections--include specific dates (MM/DD/YY - MM/DD/YY) so we can determine that you have the required amount of experience (if applicable). Your experience description needs to be clear/specific (we may not make assumptions regarding your experience). Resume must not exceed 2 pages. If you do not submit a resume that is 2 pages or less, you will be ineligible for further consideration. Notification(s) of Personnel Action (SF-50) that includes Position Title, Grade or Level, and Duty Station. NOTE: Eligibility is based on your current position of record (if you are on a temporary promotion, the temporary promotion position is your position of record). Most recent completed annual performance appraisal dated within the last 18 months (if it is not dated within the last 18 months or you have not received a performance appraisal, you must upload a signed/dated explanation why). Your submitted performance appraisal must show the overall rating and manager/supervisor's signature that certifies the rating at the time it was given. If your performance appraisal was conducted virtually, a supervisory email certifying your end-of-year review/rating was completed and date it occurred is acceptable documentation in lieu of the supervisor's signature on the performance appraisal document; the overall rating must also be provided on either the email or performance appraisal document. School Transcript (An unofficial copy is sufficient with the application; however, if selected, an official school transcript may be required prior to entering on duty) (if applicable); Optional Documents:If you are eligible for veterans' preference in hiring, you are encouraged to include that information in your application along with supporting documentation, e.g., SF15, DD214, Certificate of Release or Discharge from Active Duty, or other supporting documentation. DISPLACED FEDERAL EMPLOYEES WHO ARE ICTAP/CTAP ELIGIBLE Agency notice Most recent performance appraisal Most current SF-50 noting position, grade level, tenure, and duty station For additional information regarding ICTAP/CTAP, Click Here. Do not include a photograph or video of yourself, or any sensitive information (age, date of birth, marital status, protected health information, religious affiliation, social security number, etc.) on your resume or cover letter. We will not access web pages linked on your resume or cover letter to determine your qualifications.

What to expect next

You will be notified of your application status through USAJOBS at four points during the hiring process, as applicable. You can check the status of your application by accessing the USAJOBS website at http://usajobs.gov/ and clicking on "Track Your Online Application." By submitting your application, you are certifying the accuracy of the information contained in your application. If you make a false statement in any part of your application, you may not be hired, you may be terminated after you begin work, or you may be fined or jailed. After making a tentative job offer, we will conduct a suitability/security background investigation. You will be required to submit official documentation before appointment. The agency will then verify the information provided on your application (i.e., Performance Appraisal, Resume, and SF-50/ Notification of Personnel Action.). Top ranked applicants will be referred to the hiring office for further review and consideration. The hiring office may directly contact recommended candidates for interview(s). When the selection is made, applicants will be sent a referral status notification and a final disposition notification.

Other information

Salary: The salary range indicated in this announcement reflects the minimum locality pay up to maximum locality pay for Washington, DC. Direct Deposit - Selectee is required to participate in the Federal Mediation and Conciliation Service direct deposit of pay program. Security Background - A Public Trust background is a requirement for this position. Failure to obtain and maintain the required level of clearance may result in the withdrawal of a job offer or removal. If you possess a security clearance, please indicate the level and termination date in your resume. The successful candidate will undergo personnel vetting, which includes a background investigation and enrollment upon onboarding into "Continuous Vetting." Enrollment in Continuous Vetting will result in automated record checks being conducted throughout one's employment with FMCS. The successful candidate will also be enrolled in FBI's Rap Back program, which will allow FMCS to receive notification from the FBI of criminal activities (e.g., arrests, charges, convictions) involving enrolled individuals in near real-time. Reasonable Accommodation (RA) Requests - If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application. Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire CompetencyBased Assessments. Decisions on requests for RA are made on a case-by-case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments, based on your adjudication decision. You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments if you received the link after the close of the announcement. To determine if you need a RA, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments. (https://appsupport-usastaffing.opm.gov/hc/en-us/sections/45063131363475-Reasonable-Accommodation-Information) OPM must authorize any employment offers we make to current or former (within the last 5 years) political Schedule A, Schedule C, or Non-career SES employees in the executive branch. lf 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 this information in your resume.

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