Organizational Location: This position is with the Department of Homeland Security, within U.S. Customs and Border Protection, Office of the Commissioner, Intergovernmental Public Liaison, CBP Information Center (CIC), located in Washington, D.C.
Experience: You qualify for the GS-14 grade level if you possess 1 year of specialized experience equivalent to at least the next lower grade level, performing duties such as: Analyzing management problems and providing advice and insight about the probable effect of alternative solutions to these problems. Preparing analytical writings and presenting subsequent briefings to senior-level leaders and staff regarding statistical and/or operational performance issues. Directing the formulation, implementation and evaluation of program policies and procedures. NOTE: Your resume must explicitly indicate how you meet this requirement, otherwise you will be found ineligible. Please see the "Required Documents" section below for additional resume requirements. 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 can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. You must: Meet all qualification requirements, including education if applicable to this position, subject to verification at any stage of the application process; and Meet all applicable Time in Grade requirements (current federal employees must have served 52 weeks at the next lower grade or equivalent grade band in the federal service) by 02/24/2025. The Office of Personnel Management (OPM) must authorize employment offers made to current or former political appointees. If you are currently, or have been within the last 5 years, a political Schedule A, Schedule C, Non-career SES or Presidential Appointee employee in the Executive Branch, you must disclose this information to the Human Resources Office. Background Investigation: U.S. Customs and Border Protection (CBP) is a federal law enforcement agency that requires all applicants to undergo a thorough background investigation prior to employment in order to promote the agency's core values of vigilance, service to country, and integrity. During the screening and/or background investigation process, you will be asked questions regarding any felony criminal convictions or current felony charges, the use of illegal drugs (e.g., marijuana, cocaine, heroin, LSD, methamphetamines, ecstasy), and the use of non-prescribed controlled substances including any experimentation, possession, sale, receipt, manufacture, cultivation, production, transfer, shipping, trafficking, or distribution of controlled substances. For additional information on the preemployment process, review the following link: Applicant Resources | CBP Careers Residency: There is a residency requirement for all applicants not currently employed by CBP. Individuals are required to have physically resided in the United States or its protectorates (as declared under international law) for at least three of the last five years. If you do not meet the residency requirement and you have been physically located in a foreign location for more than two of the last five years, you may request an exception to determine if you are eligible for a residency waiver by meeting one or more of the following conditions: Working for the U.S. Government as a federal civilian or as a member of the military A dependent who was authorized to accompany a federal civilian or member of the military who was working for the U.S. government Participation in a study abroad program sponsored by a U.S. affiliated college or university Working as a contractor, intern, consultant or volunteer supporting the U.S. government Probationary Period: All employees new to the federal government must serve a one year probationary period during the first year of his/her initial permanent federal appointment to determine fitness for continued employment. Current and former federal employees may be required to serve or complete a probationary period.
This is a first-level supervisory position within the CBP contact center and is responsible for supervising a subordinate staff of information specialists and analysts, engaged in providing expert customer service to the general public, CBP employees, and other government agencies. The primary purpose of the CBP Information Center (CIC) is to disseminate accurate and timely information about CBP to private sector businesses, the exporting and importing trade community, and the general public. In addition, the CIC handles all general inquires, compliments, comments, and complaints for the Agency with some inquiries being directed to the appropriate CBP Office for action. This position starts at a salary of $142,488.00 (GS-14, Step 1) to $185,234.00 (GS-14, Step 10). Major duties for this position include: Providing expert advice, guidance, and recommendations to the CIC Director and Deputy Director regarding general inquires processes and procedures, quality assurance and training programs, as well as systems access, utilization, and improvements, develops policies, implementation procedures and evaluation methodologies, establishing guidelines for the branch responding to the public, CBP employees, and other government agencies, addressing issues of high visibility and works with senior managers in the CIC, CBP, and related agencies to achieve resolution for misinformation, quality assurance practices, and inaccuracies to policies and procedures. Initiating, coordinating, supervising, integrating, and synchronizing all calls, procedures, and activities affecting day to day and long-range management of the branch through subordinate staff, directing the formulation and implementation of policies and procedures in the branch by analyzing past procedures, current workloads and personnel staffing, and public engagement. Directing research to provide information which cannot be located in CBPs Info Center Answer Database and provides customers with a sense that their questions and issues will be addressed in a timely and accurate manner. Analyzes intake data to determine progress against long-range plans and matrices to determine necessary resources or adjustments. Reviews finished projects, in conjunction with team, to determine changes necessary to meet long-range objectives. Recommends extensive changes and improvements in branch operations to adequately meet CIC objectives. Exercising supervisory responsibilities over professional staff, developing and coordinating work plans and schedules with other organization managers and customers as appropriate, assigning work to subordinate employees based on organization priorities and consideration of difficulty and requirements of assignments.