Final_PPT_HQ_Attachment_D_LCATS_0260_dtd_62014.docx

PPT HQ SUPPORT SERVICES

ATTACHMENT D – CONTRACT LABOR CATEGORIES

Contents

PROGRAM SUPPORT MANAGER (PSM)

CLASSIFICATION: Exempt

SECURITY CLEARANCE REQUIRED: SECRET

GS EQUIVALENT: GS-15

EDUCATION/EXPERIENCE REQUIRED:

· Bachelor’s Degree, and;

· PMP certification (preferred), and;

· Eight (8) years of progressive management experience in a production or office environment, including;

· Four (4) years managing a team the size and scope of the Headquarter personnel assigned, including;

· Four (4) years managing seasonal/temporary work force, including;

· Four (4) years of experience utilizing a variety of office software, specifically: MS Word, MS Power Point, MS Excel, and MS Outlook.

QUALIFICATIONS:

· Ability to prepare management, business, technical, and personnel reports, reviews and documents for internal and external use

· Knowledge and expertise in personnel management

· Excellent oral and written communication skills

· Advanced understanding of MS office applications (Excel, Word, Outlook, and PowerPoint)

· Ability to prioritize workload for large teams and possess excellent organizational skills

· Ability to interpret and apply regulatory material

· Capable of performing duties of any Team Leader

· Must be bonded if performing cashier closeout functions

DUTIES/TASKS:

The Program Support Manager (PSM) is responsible for excellent and compliant contract performance at the location assigned. This person will be responsible for the quality of deliverables and ensuring that performance requirements are upheld during contract performance. The PSM shall liaise with DOS staff and have full authority to act on behalf of the Contractor within the scope of operations at the location, including personnel management and hire/fire authority. Anticipated tasks include, but are not limited to, the following:

· Oversee all operations at the assigned location and ensure excellent performance that meets all requirements and standards

· Responsible for Daily Reporting (see PWS Section C.4. Deliverables) and with input from the Government Management staff, the PSM assigns Contractor personnel to specific work areas in order to accommodate fluctuating workloads

· Ensures that each Contractor employee signs an acknowledgement of the Passport Internal Controls and a Standards of Conduct within 1-day after employment and ensures Contractors adhere to internal controls, the Privacy Act, and personally identifiable information (PII) standards

· Hire and manage a technically proficient and professionally capable staff throughout the life of the contract

· Provide timely deliverables and performance related data to the Government in order to allow adequate monitoring, oversight, and performance measurement of support services

· Conduct continuous improvement activities to realize improved service delivery capabilities and performance

· Promote innovation, efficiency, and effectiveness

· Resolve problems with minimal disruption to the activities being performed under the contract.

· Respond rapidly to additional operational support requests and provide the appropriate levels of qualified staff

· Participate in conference calls and digital video conferences with DOS and other U.S. Government agencies

· May be requested to provide formal and informal briefings to visitors or at off-site conferences

· Support USG in ongoing studies and evaluations

· Ensure satisfactory conformance with contract provisions and performance metrics

DEPUTY PROGRAM SUPPORT MANAGER

SECURITY CLEARANCE REQUIRED: SECRET

GS EQUIVALENT: GS-14

EDUCATION/EXPERIENCE REQUIRED:

· Bachelor’s Degree, and;

· Six (6) years of progressive management experience in a high volume production or office environment, including;

· Three (3) years managing a team the size and scope of the Headquarter assigned, including;

· Three (3) years managing seasonal/temporary work force, including;

· Three (3) years of experience utilizing a variety of office software, specifically: MS Word, MS Power Point, MS Excel, and MS Outlook.

QUALIFICATIONS:

· Ability to prepare management, business, technical, and personnel reports, reviews and documents for internal and external use

· Knowledge and expertise in personnel management

· Excellent oral and written communication skills

· Advanced understanding of MS office applications (Excel, Word, Outlook, and PowerPoint)

· Ability to prioritize workload for large teams and possess excellent organizational skills

· Ability to interpret and apply regulatory material

· Capable of performing duties of any Records Support Associate

· Must be bonded if performing cashier closeout functions

DUTIES/TASKS:

The Deputy Program Support Manager (DPSM) is responsible for excellent and compliant contract performance at the location assigned. This person will be responsible for the quality of deliverables and ensuring that performance requirements are upheld during contract performance. The DPSM shall liaise with DOS staff and have full authority to act on behalf of the Contractor within the scope of operations at the location, including personnel management and hire/fire authority. Anticipated tasks include, but are not limited to, the following:

· Oversee all operations at the assigned location and ensure excellent performance that meets all requirements and standards

· Responsible for Daily Reporting (see PWS Section C.4. Deliverables) and with input from the Government Management staff, the DPSM assigns Contractor personnel to specific work areas in order to accommodate fluctuating workloads

· Ensures that each Contractor employee signs an acknowledgement of the Passport Internal Controls and a Standards of Conduct within 1-day after employment and ensures Contractors adhere to internal controls, the Privacy Act, and personally identifiable information (PII) standards

· Hire and manage a technically proficient and professionally capable staff throughout the life of the contract

· Provide timely deliverables and performance related data to the Government in order to allow adequate monitoring, oversight, and performance measurement of support services

· Conduct continuous improvement activities to realize improved service delivery capabilities and performance

· Promote innovation, efficiency, and effectiveness

· Resolve problems with minimal disruption to the activities being performed under the contract.

· Respond rapidly to additional operational support requests and provide the appropriate levels of qualified staff

· Participate in conference calls and digital video conferences with DOS and other U.S. Government agencies

· May be requested to provide formal and informal briefings to visitors or at off-site conferences

· Support USG in ongoing studies and evaluations

· Ensure satisfactory conformance with contract provisions and performance metrics

TEAM LEADER

CLASSIFICATION: Exempt

SECURITY CLEARANCE REQUIRED: SECRET

GS EQUIVALENT: GS-11

EDUCATION/EXPERIENCE REQUIRED:

· Bachelor’s Degree (or) 4 years of experience in managing teams, and;

· Six (6) years of general office experience, including;

· Four (4) years of experience utilizing a variety of office software, specifically: MS Word, MS Power Point, MS Excel, MS SharePoint, and MS Outlook, and;

· Demonstrated customer service experience, and;

· Demonstrated ability to lead, manage, assign, delegate, prioritize, and organize workflow duties of a team.

QUALIFICATIONS:

· Good oral and written communication skills

· Ability to prioritize workload for small teams and possess good organizational skills

· Ability to effectively and politely interface with the public and provide excellent customer service

· Ability to analyze, interpret, and apply regulatory material and internal controls

DUTIES/TASKS:

The Team Leader leads and manages a team of Support Associates. Responsibilities include setting work priorities and ensuring a smooth transition of work between the various teams. If requested by Government management, ensure that a sufficient inventory of Passports and other supplies are on hand to meet current and anticipated demand. The Team Leader serves as a Subject Matter Expert (SME) in critical roles and frequently liaises with onsite Government Management. Anticipated tasks include, but are not limited to, the following:

· Plan, direct, and coordinate the daily activities of mail open, cashier, image capture, image review, data entry, quality control and PRISM.

· Plan and follow established procedures and methods to meet changing processing requirements

· Provide regular operational feedback, management meetings, status updates, attendance reporting, training records, and other production activity reporting

· Notify the DPSM of any problems or issues with staff adherence to procedures, any internal controls violations

· Monitor workload and make recommendations to the Government on how to divide work among support staff

· Monitor contractor personnel performance and ensure that work is performed in accordance with performance standards, established procedures, and internal controls

· Assist with prioritizing workload

· Assist in training contract personnel in their duties and tasks, helping to constantly improve the training process/procedure

· Make recommendations to the Government to improve processes and assist with problem solving and continuous improvement

· Maintain flexibility to meet organizational production and service goals, as required by the workload, and per the direction of the Government

· In the event that the DPSM is absent for any reason, for a period no longer than two weeks, a Team Leader may serve as Acting DPSM.

PROGRAM SUPPORT ANALYST LEVEL I

CLASSIFICATION: Non-Exempt

SECURITY CLEARANCE REQUIREMENT: SECRET

GS EQUIVALENT: GS-9

EDUCATION/EXPERIENCE REQUIRED:

· Bachelor’s Degree, and;

· Six (6) years of experience as a Management Consultant, Project Manager, or Business Analyst in an office environment, including;

· Four (4) years of experience supporting executive level personnel, including;

· Five (5) years of experience utilizing a variety of office software, specifically: MS Word, MS Excel, MS Power Point, MS Publisher, MS Excel, and MS Outlook, and;

· Demonstrated ability to prioritize and organize simultaneous work flow duties.

· Demonstrated advanced level experience in MS SharePoint.

QUALIFICATIONS:

· Ability to communicate effectively and confidently with high-level executives

· Superior organizational skills and work ethic

· Ability to manage projects at an HQ level

DUTIES/TASKS:

Under the guidance of the onsite Government management team, the Program Support Analyst serves as a project and management analyst. The Program Support Analyst will work under the guidance of the PPT Deputy Assistant Secretary and Managing Directors. The Program Support Analyst shall perform a variety of program support functions for the PPT Executive Office and at a minimum, shall perform the following functions:

· Prepare written communications using a variety of office software, specifically: MS Word, MS Power Point, MS Publisher, MS Excel, and SharePoint

· As needed by the Government, Program Support Analysts may be required to manage elite projects and special taskers with accuracy

· Provide formal management briefings, recommendations and findings, and detailed project reporting

· Coordinate a large volume of information coming into the PPT Executive Office, ensure formats and deadlines are being met (i.e. schedules, memoranda, briefing papers, taskers, etc.)

· Maintain the PPT Deputy Assistant Secretary and/or Managing Directors’ calendars, appointments, and other activities

· Track and monitor the status of memoranda, correspondence, and taskers. Review incoming documents and take appropriate action to decimate information

· Inform personnel of overdue items, upcoming deadlines, and format and Department procedures for processing documentation

BUSINESS PROCESS ANALYST LEVEL I

SECURITY CLEARANCE REQUIRED: SECRET

GS EQUIVALENT: GS-9

EDUCATION/EXPERIENCE REQUIRED:

· Bachelor’s Degree, and;

· Two (2) years of experience in business process reengineering, statistical data analyst, and;

· Four (4) years of experience utilizing a variety of office software, specifically: MS Word, MS Power Point, MS Excel, MS Visio, and MS Outlook, SharePoint, and;

· Demonstrated advanced level experience in MS SharePoint and MS Access, and;

· Demonstrated ability to organize workflow, and;

· Experience with change management techniques that facilitate adoption of new or revised work processes.

· Experience with statistics, data analysis, data driven computation are all relevant areas of study

QUALIFICATIONS:

· Analytical skills including ability to design and execute business process studies

· Excellent written and oral communication skills to draft analytical reports, communicate with management, conduct data collection interviews, and present results, conclusions, and recommendations

· Ability to work independently and as a member of a team

1. Experience with change management techniques that facilitate adoption of new or revised work processes

1. Strong technical business process analysis and interpersonal skills.

1. Ability to extract and analyze data, patterns, and related trends is needed, with the subsequent ability to synthesize the data into information consumable by Senior Management decision makers.

DUTIES/TASKS:

The Business Process Analyst Level I shall evaluate business processes and work flows, making practical recommendations for process improvements, and assisting with the implementation and validation of any process changes. Anticipated tasks include, but are not limited to, the following:

· Perform complex analysis in an evolving data environment.

· Collect, monitor, and analyze process metrics to identify trends and opportunities for potential improvement

· Complete projects that require data mining, analysis, and presentation

· Focus on solutions, dive into projects, and quickly identify drivers in the data

· Identify relevant trends, do follow-up analysis, prepare visualizations

· Develop dashboards to track remediation of issues

· Design and execute business process improvement studies, including collecting and analyzing relevant data, interviewing personnel, researching best practices and relevant benchmarks, analyzing costs and benefits of alternatives, and formulating and presenting recommendations

· Assist management in implementing process improvements, developing implementation plans, preparing training materials for process changes, monitoring the implementation, and recommending any needed refinements

· Conduct comparative process assessments across locations in order to identify opportunities for increased standardization, knowledge transfer of best practices, and potential workload sharing

· Draft white papers

BUSINESS PROCESS ANALYST LEVEL II

SECURITY CLEARANCE REQUIRED: SECRET

GS EQUIVALENT: GS-11

EDUCATION/EXPERIENCE REQUIRED:

· Bachelor’s Degree, and;

· Four (4) years of experience in business process reengineering, and;

· Six (6) years of experience utilizing a variety of office software, specifically: MS Word, MS Power Point, MS Excel, MS Visio, and MS Outlook, and;

· Two (2) years of experience using and managing MS SharePoint sites similar in size of the location assigned, and;

· Demonstrated advanced level of experience using MS Access, setting up pivot charts, scripting, and using advanced functions, and;

· Demonstrated ability to organize workflow.

· Experience with change management techniques that facilitate adoption of new or revised work processes.

· Experience with statistics, data analysis, data driven computation are all relevant areas of study

QUALIFICATIONS:

· Must meet all qualifications requirements of the Business Process Analyst Level I

· Excellent analytical skills including ability to design and execute business process studies

· Excellent written and oral communication skills to draft analytical reports, communicate with management, conduct data collection interviews, and present results, conclusions, and recommendations

· Ability to work independently and as a member of a team, and ability to interact with personnel at all levels

· Experience with change management techniques that facilitate adoption of new or revised work processes

· Strong technical business process analysis and interpersonal skills.

· Ability to extract and analyze data, patterns, and related trends is needed, with the subsequent ability to synthesize the data into information consumable by Senior Management decision makers

DUTIES/TASKS:

The Business Process Analysts Level II shall evaluate business processes and work flows, making practical recommendations for process improvements, and assisting with the implementation and validation of any process changes. The duties shall include, but not be limited to, the following:

· Collect, monitor, and analyze process metrics to identify trends and opportunities for potential improvement

· Design and execute business process improvement studies, including collecting and analyzing relevant data, interviewing personnel, researching best practices and relevant benchmarks, analyzing costs and benefits of alternatives, and formulating and presenting recommendations

· Complete projects that require data mining, analysis, and presentation

· Focus on solutions, dive into projects, and quickly identify drivers in the data

· Identify relevant trends, do follow-up analysis, prepare visualizations

· Develop dashboards to track remediation of issues

· Assist management in implementing process improvements, developing implementation plans, preparing training materials for process changes, monitoring the implementation, and recommending any needed refinements

· Conduct comparative process assessments across locations in order to identify opportunities for increased standardization, knowledge transfer of best practices, and potential workload sharing

· Draft white papers

· Assess management data collection and reports and recommend improvements, standardization and design new collections and reports

RECORDS SUPPORT ASSOCIATE LEVEL I

GS EQUIVALENT: GS-6

SECURITY CLEARANCE REQUIRED: SECRET

EDUCATION/EXPERIENCE REQUIRED:

· HS diploma or GED, and;

· One (1) years of office experience in a high volume production environment, including;

· One (1) year of experience utilizing a variety of office software, specifically: MS Word and MS Outlook.

QUALIFICATIONS:

· Ability to type 30 words per minute (WPM).

· Good hand-eye coordination.

· Good data entry skills.

· Ability to remain flexible and adapt under pressure in stressful situations and follow instructions and established procedures.

· Capable of performing repetitive tasks while maintaining a high level of accuracy, such as: lifting at least 50 pounds, standing, reaching, twisting, sealing envelopes, opening mail, stacking, moving/stacking boxes, un-stapling, paper-clipping, sorting, filing, and reading.

· Ability to multi-task while paying attention to detail and accuracy.

· Ability to work in one place and traverse the office on a continuing basis.

· Ability to provide basic customer service skills.

DUTIES/TASKS:

The Records Support Associate Level I provide support to the Government staff by performing various clerical and repetitive manual functions with high attention to detail and accuracy. Anticipated tasks include, but are not limited to, the following:

· . Apply the provisions of the Freedom of Information and Privacy Acts as it relates to release of passport record information.

· Perform record retirement projects. Pull records, verify alphabetical order and ensure that they are retrievable, makes file folders, boxes up the records, type manifests, records the accession number and other identifiers, and retires to the WNRC.

· Utilize work procedures and search techniques using current and historical (manual and electronic) filing systems used by Passport Services.

· Prepare files for retention, disposition, and retrieval purposes..

· Assist with maintaining the Division’s Mail Desk and perform the daily distribution of all incoming mail to the Division, including mail from the Passport Agencies and all overseas posts.

· Perform basic data entry.

· Perform searching and filing functions, file and/or retrieve application packages from file cabinets.

· Operate high speed scanning equipment for PRISM database.

· Receive and load pallets and individual packages into FedEx, UPS, USPS or other transportation carrier vehicles. Offload/move heavy materials from the office utilizing either an electric or manual pallet jack.

· Generate mailing labels, ensure that mail labels match the applicant identification, fill and seal envelopes with correct passport and corresponding supporting documents.

· Box and archive files for mailing and/or storage purposes.

· Receive, sort, dispense, and disassemble third-party mail.

· Follow a pre-set pattern for document sequencing.

· When required, relieve receptionists at lunch/breaks to answer administrative telephones.

RECORDS SUPPORT ASSOCIATE LEVEL II

CLASSIFICATION: Exempt

GS EQUIVALENT: GS-7

SECURITY CLEARANCE REQUIRED: SECRET

EDUCATION/EXPERIENCE REQUIRED:

· HS diploma or GED, and;

· Three (3) years of office experience in a high volume production environment, including;

· Two (2) years of experience utilizing a variety of office software, specifically: MS Word, MS Power Point, MS Excel, and MS Outlook.

QUALIFICATIONS:

· Must meet all qualifications requirements of the Records Support Associate Level I.

· Excellent data entry skills.

· Excellent filing and file retrieval skills.

· (Preferred) A basic knowledge of the current passport data systems, ability to determine quality and correctness of data and images.

· Possess good organizational skills.

· Ability to learn and recall information about Passport application procedures and the laws and regulations pertaining to Passport requirements.

· Ability to demonstrate excellent customer service skills, effectively communicate orally and through written correspondence to a wide audience.

· Ability to effectively and politely comprehend and communicate the requirements of a vital record in a professional and courteous manner.

· Ability to communicate with the public both over the telephone and via written means.

· Ability to maintain composure and objectivity in stressful situations and in dealing with multiple inquiries.

· Ability to understand the operation, practices, and procedures of general automation software.

DUTIES/TASKS:

The Records Support Associate Level II provides support to the Government staff by performing various clerical and repetitive manual functions with high attention to detail and accuracy. The Records Support Associate Level II shall perform duties all duties of a Records Support Associate Level I in addition to, but not limited to, the following:

· Digitally scan and perform image quality control functions for: Passport Applications, Lookout Records and other Consular Vital records as identified by Records Services.

· Work with the Department’s Resource Management Office on the repatriation loan debt program and Enter various passport holds into the Department’s lookout system.

· Communicate with the Department of Health and Human Services (DHHS) regarding passport holds for child support owed. .

· Identify the proper type of record filing system to file or process incoming records. These files include issued and non-issued passport applications, Consular Reports of Birth, Consular Reports of Death, the various types of Lookout files, correspondence files, and a wide variety of miscellaneous documents that are turned in to the Division annually. This determination has a significant impact on the Divisions’ ability to locate and retrieve passport records.

· Performs quality control functions, facilitates the integration of data into PPT databases, and ensures record integrity.

· Review and correct discrepancies in multiple document PRISM records, review and correct errors in database processing systems records.

· Monitor the production and transfer of data files and records pertaining to passport and consular activity submitted by domestic passport Agencies and Centers, as well as and consular facilities abroad to HQ in order to ensure proper adherence to established procedures and protocols.

· Reconcile any processing errors or deficiencies identified in the data submissions or in upload to the databases. .

· Assist in the issuance of certified copies of Consular Reports of Death (OF-180), Certificates of Witness to Marriage, and Panama Canal Zone Birth and Death Certificates.

· Prepare files for retention, disposition, and retrieval purposes.

· Operate Passport Services electronic database systems toprocess, search, track, retrieve, reconcile, update and modify Passport Directorate records.

· Receive and respond to a wide variety of requests for information or assistance from Passport Agencies, Washington Headquarters offices, other offices in the Bureau of Consular Affairs, overseas posts, other Department of State offices, and outside agencies such as the Office of Personnel Management, Department of Homeland Security, Department of Defense, etc., regarding passport records, and related matters as directed by Management.

· Perform routine and complex searches using Passport Information Electronic Records System (PIERS), Passport Records Imaging Systems Management (PRISM), Passport Lookout Tracking System (PLOTS), Master Index and other manual filing systems. For records not available within Passport Services data systems, coordinates the daily requests and responses to/from the WNRC.

· Assist with various special projects as requested by the Government.

RECORDS SUPPORT ASSOCIATE LEVEL III

GS EQUIVALENT: GS-9

SECURITY CLEARANCE REQUIRED: SECRET

EDUCATION/EXPERIENCE REQUIRED:

· Bachelor’s Degree (or) 4 years of experience supervising personnel in a high volume production environment, and;

· Four (4) years of general office experience, including;

· Three (3) years of experience utilizing a variety of office software, specifically: MS Word, MS Power Point, MS Excel, and MS Outlook.

QUALIFICATIONS:

· Must meet all qualifications requirements of the Records Support Associate Level II

· (Preferred) knowledge and understanding of the laws, rules and regulations pertaining to eligibility for and issuance of a U.S. Passport.

· Ability to analyze, interpret, and apply regulatory material and internal control.

· Ability to prioritize workload and supervise small teams effectively.

· Ability to handle complex issues pertaining to work products.

· Possess excellent organizational skills.

DUTIES/TASKS:

The Records Support Associate Level III provides support to the Government staff by supervising lower level associates, managing workflow, and handling complex issues pertaining to work products. The Records Support Associate Level III leads and manages a team of Records Support Associates. Responsibilities include setting work priorities and ensuring a smooth transition of work between the various teams. The Records Support Associate Level III serves as a Subject Matter Expert (SME) in critical roles and frequently liaises with onsite Government Management. The Records Support Associate Level III shall perform all duties required by the Records Support Associate Level II including, but not limited to, the following:

· Serves in critical roles in Passport S/TO/RS processing work functions (mail open, cashier, data entry, quality control, and PRISM), customer service and supervise at any level within the Division.

· If requested by Government management, ensure that sufficient inventory of supplies are on hand to meet current and anticipated demand.

· Plan, direct, and coordinate the daily activities.

· Plan and follow established procedures and methods to meet changing processing requirements.

· Provide regular operational feedback, status updates, attendance reporting, training records, and other production activity reporting.

· Participate in management meetings.

· Notify the Deputy Program Support Manager (DPSM) of any problems or issues with staff adherence to procedures, any internal controls violations.

· Monitor workload and make recommendations to the Government on how to divide work among support staff.

· Monitor contractor personnel performance and ensure that work is performed in accordance with performance standards, established procedures, and internal controls.

· Assist in training contract personnel in their duties and tasks, helping to constantly improve the training process/procedure.

· Make recommendations to the Government to improve processes and assist with problem solving and continuous improvement.

· Maintain flexibility to meet organizational production and service goals, as required by the workload, and per the direction of the Government.

· Assist with special projects received by the Division.

· In the event that the DPSM is absent for any reason, for a period no longer than two weeks, a Records Support Associate Level III may serve as Acting DPSM.

· Recommend system improvements/enhancements that will automate, to the extent possible, data transfer, accountability, and reconciliation on passport archival databases.

RECORDS SERVICES CASHIER

SECURITY CLEARANCE REQUIRED: SECRET

GS EQUIVALENT: GS-6

EDUCATION/EXPERIENCE REQUIRED:

· HS diploma (some college preferred), and;

· Four (4) years of progressive supervisory experience in an office environment, including;

· Two (2) years of experience utilizing a variety of office software, specifically: MS Word, MS Excel, and MS Outlook, including;

· Four (4) years of experience in a money-handling environment, including;

· Three (3) years of experience working with cash registers, including;

· Prior experience supervising a money handling process.

QUALIFICATIONS:

· Ability to analyze and interpret: financial data and reports, regulatory material, and internal controls.

· Demonstrated intermediate skills in office software, specifically: Microsoft (MS) Word, MS Excel, and MS Outlook.

· Demonstrated ability to manage a money handling process and train other Cashiers on duties and workflow.

DUTIES/TASKS:

The Cashier is responsible for full knowledge and adherence to all cashiering procedures, to include: acceptance and verification of correct fees, managing discrepancies, deposits and returned check procedures, reports and verifications in CTS (Case Tracking System)/ACRS (Automated Cash Register System) or other databases.

· Verify that the fee collected matches the type of request submitted, note all discrepancies and records the amount and type of fee collected, all according to established procedures.

· Verifies that all cash moneys received is reported to the Section Chief.

· Cashier all work brought to the office, ensuring that each deposit balances before beginning new deposit.

· Assist in creating daily deposit summary and the verification report.

· Review all requests from mailroom.

· Supervise and train personnel in various cashier task and duties.

· Submit daily deposits, report shortages or overages, and other required reports.

· Ensure proper cashier record retention.

· Verify any discrepancies on requests and take appropriate action to correct and notes the CTS.

· Verify that the fee matches the type of application submitted, and deposit the moneys into a bank designated by DOS.

· Enter deposits into banking system (i.e. OTCNet).

· Perform required verifications prior to finalizing deposit.

· Maintain constant awareness and adherence to all aspects of internal controls.

· Monitor for fraud and assist in resolving any discrepancies or inaccuracies.

· Provide input, verification, and control of all data recorded.

· Perform corrections and overrides.

· Ensure that daily log for armored car activities is completed accurately.

· Assists Supervisor with preparation of deposit for armored car pick-up on a daily basis.

· Run daily, weekly and monthly reports for all transactions.

FRAUD ASSOCIATE LEVEL I

GS EQUIVALENT: GS-6

SECURITY CLEARANCE REQUIRED: SECRET

EDUCATION/EXPERIENCE REQUIRED:

· HS diploma (Bachelor’s Degree is preferred)

· Three (3) years of general office experience

· Three (3) years of experience utilizing a variety of office software, specifically: MS Word, MS Power Point, MS Excel, and MS Outlook

· One (1) year experience as a Support Associate Level II (preferred)

QUALIFICATIONS:

· Ability to multi-task while paying attention to detail and accuracy

· Ability to quickly assimilate information, analyze facts, and accurately report to management

· Possess comprehensive writing skills, ability to proofread correspondence, convey ambiguities, and correct deficiencies

· Good hand-eye coordination

· Ability to remain flexible and adapt under pressure in stressful situations and follow instructions and established procedures

· Capable of performing repetitive tasks while maintaining a high level of accuracy, such as: lifting, standing, reaching, twisting, sealing envelopes, opening/sending mail, stacking, shredding, packing/moving/stacking boxes, un-stapling, paper-clipping, sorting, filing, and reading

· Ability to work in one place and traverse the office on a continuing basis

· Ability to provide basic customer service skills

· Ability to operate desktop and industrial sized scanners

DUTIES/TASKS:

With oversight from the Government Fraud Program Manager (FPM), the Fraud Associate Level I will perform administrative work and data analysis in support of the Fraud Program Office and other duties as assigned. Anticipated tasks include, but are not limited to, the following:

· Read rapidly from both paper and a computer terminal

· Liaise with other DOS agencies and other USG agencies while performing daily duties

· Assist in processing applications referred to the FPM by Passport Specialists and Acceptance Agents

· Process initial fraud case paperwork, enter data, perform quality control reviews of data entered

· Process fraud case paperwork, including: scan fraud cases, enter or update applicant information into National Fraud Database (ECAS), PLOTS, Travel Document Issuance System (TDIS), and other databases; determine the appropriate Class category; perform quality control reviews of data entered; and maintain paper and electronic file libraries (SharePoint)

· Complete pre-formatted letters (addressing a variety of deficiencies) to Passport applicants whose files have been referred to the FPM office, proofread correspondence, correct and deficiencies

· Assist in verifying vital records and other public records

· Perform telephone and written inquiries concerning pending applications for FPM and team members

· Assist in preparing Passport fraud detection training materials

· Retrieve mail, file requests, or other information from other DOS offices

· Maintain and monitor fraud files and file logs. Match incoming correspondence from applicants and law enforcement officials with Passport files

· Maintain paper and electronic file libraries

· Assist in training other Fraud Associate Level I’s and maintain training materials

· Assist in process improvement

FRAUD ASSOCIATE LEVEL II

CLASSIFICATION: Exempt

SECURITY CLEARANCE REQUIRED: SECRET

GS EQUIVALENT: GS-7

EDUCATION/EXPERIENCE REQUIRED:

· Bachelor’s Degree (or) 4 years of experience as a Support Associate Level III or IV (or) 4 years of experience in law enforcement, criminal justice, intelligence, or other professional analytic positions, and;

· Three (3) years of law enforcement, criminal justice, intelligence, or other professional analytic experience, and;

· Five (5) years of experience utilizing a variety of office software, specifically: MS Word, MS Power Point, MS Excel, MS SharePoint, MS Access, and MS Outlook.

QUALIFICATIONS:

· Must meet all qualifications requirements of the Fraud Associate Level I

· Capable of analyzing facts and evaluating information, drawing conclusions from such evaluations, and formulating recommendations

· Capable of leading small teams

DUTIES/TASKS:

With oversight from the Government Fraud Program Manager (FPM), the Fraud Associate Level II performs data analysis in support of the Fraud Program Office and other duties as assigned. The Fraud Associate Level II performs all duties assigned to a Fraud Associate Level I as well as, but not limited to, the following:

· Enter and maintain data in an in-house fraud database

· Verify and analyze data in various internal, law enforcement, and commercial databases (e.g. LexisNexis, CCD, EVVE, CURP, CLEAR) and report results

· Track fraud case statistics

· Update Headquarter SharePoint page

· Interface with Diplomatic Security and other Passport Center/Agencies

· Interface with stakeholders (acceptance facilities, law enforcement, and other Government agencies)

· Conduct analytical case reviews

· Assist in curriculum development and training aides for Passport staff training

· Provide training, oversight, and guidance to lower level Fraud Associates and other contract staff in the Fraud Office

FRAUD RESEARCH ANALYST

CLASSIFICATION: Non-Exempt

SECURITY CLEARANCE REQUIRED: SECRET

GS EQUIVALENT: GS-9

EDUCATION/EXPERIENCE REQUIRED:

· Bachelor’s Degree (or) 4 years of experience as a Support Associate Level III or IV (or) 4 years of experience in law enforcement, criminal justice, intelligence, or other professional analytic positions, and;

· Two (2) years of experience in a field that provides the individual with the knowledge, skills and abilities to successfully gather and analyze information from a variety of sources (e.g. criminal justice, psychology, journalism), and;

· Five (5) years of experience utilizing a variety of office software, specifically: MS Word, MS Power Point, MS Excel, MS SharePoint, MS Access, and MS Outlook, and;

· Demonstrated experience working independently and as a member of a team that interacts effectively with personnel at all levels.

QUALIFICATIONS:

· Excellent written and oral communication skills to draft effective analytical memoranda, reports and presentations, and to disseminate information to a wide audience

· Analytical skills and attention to detail to successfully analyze and evaluate trends

· Strong computer and organizational skills and ability to prioritize workflow duties

· Demonstrated ability to identify areas for improvement in the workflow and quality within the fraud office

· Must be capable of choosing between varying methods and procedures to process complex cases and provide guidance to other analysts

· (Preferred) Advanced knowledge and understanding of the laws, rules, and regulations governing eligibility for and issuance of a U.S. Passport

· Infrequent travel may be required

DUTIES/TASKS:

A Fraud Research Analyst assists the Government FPMs in providing an advanced level of analytical support. Tasks include, but are not limited to, the following:

· Conduct research on Passport cases by gathering information from a variety of sources, including but not limited to: applications, supporting documents, the internet, telephone calls, Government, commercial and open source databases

· Perform analyses on reports of investigation, review research conducted and information received from various locations

· Assist in identifying possible fraudulent activity related to Passport cases

· Write reports in a clear and concise manner that summarize the information gathered and identified during research

· Coordinate and network with DOS personnel, other Government agencies, and coworkers to facilitate information sharing on Passport cases that involve fraud or potential criminal activity

· Perform analyses and develop a written synopsis on suspended cases, to identify trends that may be useful in future research

· Maintain a working knowledge of a variety of resources that pertain to the eligibility requirements of the various Passport regulations and criminal statutes regulating Passports

· May be required to perform other duties as assigned to advance the fraud office’s mission of supporting adjudication as it relates to Passport cases

TRAINING COORDINATOR

SECURITY CLEARANCE REQUIRED: SECRET

GS EQUIVALENT: GS-11

EDUCATION/EXPERIENCE REQUIRED:

· Bachelor’s Degree, and;

· Six (6) years of experience that demonstrates accomplishment of training project assignments that require a wide range of training and computer requirements and techniques. Such experience may include analyzing training related technology, conducting studies to determine training requirements, teaching, supervising or administering a training program, development or review of training materials, or work that required training or instructing others on a regular basis, including;

· Proficiency with MOSS 2007, including general knowledge of the product and experience developing web parts and custom workflows, and;

· Experience with SharePoint Designer 2007, and;

· Knowledge of ASP. NET, HTML, XHTML, CSS, C#, JavaScript, Visual Studio

· SharePoint Object model, and;

· Excellent web design and communication skills, and;

· Experience with proprietary third party software such as CorasWorks Workplace Suite and Metastorm, and;

· Five (5) years of experience utilizing a variety of office software, specifically: Microsoft (MS) InfoPatch and Access, as well as MS Word, MS Power Point, MS Excel, and MS Outlook.

QUALIFICATIONS:

· Ability to design, deliver, maintain, and evaluate training programs

· Knowledge of principles, methods, and techniques of training

· Knowledge of computer technology

· Ability to effectively communicate orally and in writing

· Must be able to travel frequently to domestic PPT locations as training is required

DUTIES/TASKS:

The Training Coordinator shall support PPT/HQ under the general guidance of PPT/TO. The Training Coordinator will perform a wide range of activities involved in carrying out the PPT/TOs’ responsibilities for meeting the training needs of employees of Passport Services. Specifically, the Training Coordinator will be involved in designing, testing, distributing, and updating training materials related to automated passport systems. The Training Coordinator shall gather business requirements and translate them into technical specifications; design, test, and implement custom SharePoint solutions. The Training Coordinator shall maintain the contract Training Plan. The Training Coordinator shall train personnel to the level that will ensure that personnel using the materials and systems are operationally self-sufficient without the aid of the Contractor. The Training Coordinator shall perform, but not limited to, the following:

· Manage and develop SharePoint pages and access

· Coordinate and perform training to DOS personnel and contractor staff in the operational use of all training materials and systems

· Maintain a current collection of internal and external training resources. Prepare training reports and individual training records

· Coordinate, reserve, and evaluate external training programs and/or conferences

· Conduct training needs assessments and respond to training requests identified by managers. Determine staff skill levels and training needs using various methods: review of quality assurance data, needs assessment surveys, participant course evaluations, employee feedback, and management feedback

· Develop basic components of instructional design: sequencing and clustering of learning events and objectives, task learning relationships, training materials and performance measures. Also implement supplementary training solutions such as role play scenarios

· Prepare and create audio visual materials, manuals, handbooks, job aids, and other training materials

· Analyze participation response, develop findings and make recommendations. Plan and conduct validity and reliability studies to detect trends or weak areas making recommendations for necessary changes in training program

· Coordinate and develop training packages, provide updates and refresher training as program changes are implemented

· Manage additional projects as requested

ADMINISTRATIVE ASSISTANT LEVEL I

GS EQUIVALENT: GS-6

SECURITY CLEARANCE REQUIRED: SECRET

EDUCATION/EXPERIENCE REQUIRED:

· HS diploma (2 year college degree preferred), and;

· Three (3) years of experience as an Administrative Assistant in an office environment, including;

· One (1) years of experience supporting at an executive level, including;

· Three (3) years of experience utilizing a variety of office software, specifically: MS Word, MS Excel, MS Power Point, MS Publisher, MS Excel, and MS Outlook, and;

· Demonstrated experience with document management, preferably for a legal department or other office, and;

· Demonstrated ability to prioritize and organize simultaneous work flow duties.

QUALIFICATIONS:

· Ability to adapt to changes in procedures and assignments

· Ability to establish working relationships at all organizational levels

· Have expert knowledge and understanding of federal personnel rules and regulations including the Foreign Affairs Manual Volume III (FAM-Personnel)

· Ability to accurately manage taskers and assignments

· Ability to disseminate information and/or requests to all office personnel and compile responses

DUTIES/TASKS:

Under the guidance of the onsite Government management team, the Administrative Assistant Level II serves as a clerical expert in independently processing the most complicated types of office actions. The Administrative Assistant Level I may be asked to evaluate and consolidate information from various sources under short deadlines, such as internal or external survey information, reporting on statistics (retention, staffing, Passport processing, etc.). Guidance is provided as needed; however, this person is expected to work independently in delivering tasks and reports as required by the Government management onsite. Completed written work receives close technical review from high-level Government employees. The Administrative Assistant I maintains confidential information (employee lists, management contact info, etc.). Under the guidance of the onsite Government management team, the Administrative Assistant shall perform a variety of administrative and secretarial functions for the Director or Executive office and at a minimum, shall perform the following functions:

· Prepare written communications using a variety of office software, specifically: MS Word, MS Power Point, MS Publisher, MS Excel, and SharePoint

· Assist with new hire orientation for Government employees

· Assist with travel arrangements using online Travel Manager System (E2). Coordinate logistics for Government travel: book tickets, hotels, rental vehicles, estimate per diem, and voucher travel upon return

· Provide input into the Management Information System (MIS)

· With Government provided input, use MIS to report current and future activities

· Track and report official time and attendance records for all federal employees within the office through Time and Attendance Electronic System (TATEL)

· Track and verify Government employees award/recognition payments, transit reimbursements

· Respond to routine questions on policy and procedures, and/or provide reports, such as Contractor employee turnover or time and attendance

· Process employees for DS badges through the MDIS/DOS enrollment system, PIN resets and unlock

· Utilize Federal personnel rules and regulations including the Foreign Affairs Manual Volume III (FAM-Personnel)

· Answer incoming calls (external and internal) to the office in a highly professional manner and forward calls, take messages or resolve calls as warranted on an individual basis

· Organize, type, collate and file sensitive material

· Maintain the Director’s calendar of upcoming events, guest log, appointments, and other activities

· Review incoming documents and take appropriate action/distribution

· Track and monitor the status of memoranda, correspondence and taskers

· Inform personnel of overdue items, upcoming deadlines, and format and Department procedures for processing documentation

· Assist with travel arrangements using online Travel Manager system

· Prepare briefing materials and compile reports

· Provide support to other projects or tasks as required

· Receive deliveries and arrange for pick-up of outgoing shipments

· Be responsible for stocking the photocopy and facsimile machines and supplies as well as maintaining their operational status and taking the requested readings

· Receive and sort incoming/outgoing administrative mail

· Maintain constant awareness of all aspects of internal security including adherence to the restricted area policies, logging off computer terminals when not in use and securing work at the end of the business day

· Admit and welcome visitors into facility and maintains visitor log-in files

· Process employees for DS badges through the MDIS/DOS enrollment system, PIN resets and unlock badges

· Liaise with building management to report and resolve maintenance issues

· Operate office equipment, including but not limited to: document scanners, telephones, intercoms, , label printers, and cameras

· Assist with ordering, tracking, receiving, inventorying office supplies through various methods (GSA, CA internal, etc.)

ADMINISTRATIVE ASSISTANT LEVEL II

CLASSIFICATION: Exempt

GS EQUIVALENT: GS-7

SECURITY CLEARANCE REQUIRED: SECRET

EDUCATION/EXPERIENCE REQUIRED:

· HS diploma (2 year college degree preferred), and;

· Four (4) years of experience as an Administrative Assistant in an office environment, including;

· Two (2) years of experience supporting at an executive level, including;

· Five (5) years of experience utilizing a variety of office software, specifically: MS Word, MS Excel, MS Power Point, MS Publisher, MS Excel, and MS Outlook, and;

· Demonstrated experience with document management, preferably for a legal department or other office, and;

· Demonstrated ability to…