Clearance Required: Secret

Qualifications:

• Clearance      Secret
• Education      HS Diploma Required, college degree strongly preferred
• Experience
  • Three years of experience working in an office environment required
  • Proficient in the Microsoft Suite of Office Products (i.e., Word, Power Point, Excel, SharePoint and Outlook
  • Ability to type mistake-free final forms (letters, memorandums, cables, speeches, briefing papers, etc.), many of them destined for CA upper management, the White House, and/or Members of Congress
  • Excellent organizational, communication, and customer service skills

Duties, Responsibilities, and Tasks:

• Support OCS staff with research analysis as directed;
• Gather, maintain and manage information from a variety of Microsoft suite tools (Access, SharePoint, etc.), proprietary systems or other sources for a variety of statistical and financial reports;
• Analyze methodologies for efficient and effective collection of data;
• Provide recommendations for solving problems and ways to create efficiencies and streamline processes;
• Create, format and maintain documentation for presentations;
• Assist in gathering information for reporting and analyzing OCS’ communications with U.S. Citizens abroad, U.S. Embassies and Consulates, U.S. Congress and the traveling public;
• Utilize the Department of State guidelines to communicate information through various channels, to include oral presentations, email, SharePoint, web and webinars; and manage information flow through these same tools;
• Perform legal, policy and industry research;
• Summarize and organize public comments on proposed Federal regulations;
• Assist in drafting regulatory notices and explanatory publications;
• Assist in preparing regulations and other documents for publication;
• Prepare 7 FAM draft revisions using Department drafting and style templates and tools;
• Strategize with management on best practices for OCS’ outreach efforts;
• Perform special projects to include public service initiatives, oversight of OCS web content to include travel.state.gov, Consular Affairs Intranet, CLASSNET, and program planning;
• Provide support in all aspects of Crisis Management including: responding to inquiries and requests for services; providing program statistics and reports; and delivery of presentations on Crises.
• Recommend practical solutions on financial issues;
• Coordinates with the Government Financial Manager on financial matters;
• Interpret financial data and reports;
• Assist with accurately tracking authorizations, transfers and disbursements of program-related funding;
• Assist with analyzing reports on financial data, including trends on program spending;
• Provide relationship management, data analysis, process design and full life cycle of project management to support office functions;
• Create and develop project management tools including project charters and project schedules;
• Provide website management of Intranet material and manage materials to guide call center of calls for 24/7 call center;
• Assist with analyzing and preparing reports on statistics; Provide analytical support on Project Management initiatives including: space management, strategic planning, business services and systems;
• Assist with special projects tasked by OCS management and/or officers;
• Assist in assuring that all information collection forms and accompanying documents that require Office of Management and Budget (OMB) approval are expedited through the OMB information collection approval process;
• Assist in the preparation of professional documents such as the Supporting Statement and Legal Authorities which are mandated by OMB that correlate to the content of the form under OMB review;
• Create dynamic spreadsheets and Access Databases that consists of a list of cases, statistics, data and graphs on a monthly and quarterly basis. Assist in the collect of quantitative and statistical data from the Consular Workload Statistics System (CWSS);
• Assist in providing updates to resource documents on the Consular Affairs website using web-editing software, coordinating with intra and inter-agency colleagues as required;
• Assist in drafting and analyzing IT requirements for all OCS systems including: ACS; IPCA modernization; Smart Traveler Enrollment Program (STEP) enhancements; web based ATS and Consular One;
• Provide paralegal support for OCS staff whose responsibilities are related to numerous legal areas including family law;
• Develop comprehensive user training materials for the Adoptions Tracking Service (ATS) and Complaint Registry, or other CA or OCS-specific systems, as required, and develop training program for delivery to users;
• Produce Hague certificates required in immigration and emigration cases: develop training for accredited adoption service providers;
• Establish and maintain positive relationships with external stakeholders;
• Assist in presentations and outreach to stakeholders, in the company of a direct hire government employee, to expand the understanding of government resources; and
• Provide support for Tier II calls regarding a U.S. citizen in a crisis/emergency affected area; caller may be providing initial information or following up on an earlier inquiry;
• Provide support for Tier III calls regarding a U.S. citizen that requires immediate OCS staff action; including death, presumed death, significant injuries/illnesses; unaccompanied minors, congressional calls and cases with media interest; inquiries from the public during an emergency or crisis situation in accordance with guidelines provided by Consular Affairs;
• Receive transferred calls from the GSA Call Center and record all pertinent contact information to be transmitted via email to CA/OCS/ACS and CA/OCS/CI personnel for complex cases;
• Respond to Tier II/Tier III call center inquires in a courteous and professional manner, including handling call received in crisis situations and/or from abusive callers;
• Follow CA provided guidance on sensitivity and discretion in handling personal/confidential information;
• Provide after-hours support for emergency or crisis situations as identified by Consular Affairs;
• Respond to enrollment inquiries for U.S. citizens traveling and/or living abroad; if required, contractor shall access an online enrollment system provided at a CA designated website and enter the enrollment information on behalf of the callers;
• Triage and enter information into various databases (Excel, American Citizens Services (ACS), Consular Task Force (CTF) and other CA databases deemed appropriate;
• Perform other duties as assigned.