Case Management Specialist

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

Salaire : $85,447 – $133,142/Per Year

The Federal Mediation and Conciliation Service (FMCS) is a small, independent federal agency that plays a crucial role in sustaining the American economy by preventing, minimizing, and resolving work stoppages and labor disputes. These efforts help avoid costly disruptions in production, services, and supply chains, ensuring economic stability and growth. FMCS is neither a regulatory nor enforcement agency, but accomplishes this mission by offering mediation and facilitation services to employers and unions nationwide, fostering collaborative labor-management relationships. Additionally, FMCS enhances government efficiency by providing mediation, facilitation, and other alternative dispute resolution services to federal agencies, allowing them to operate more effectively and better serve the American people.