Summary

This position is located at the National Visa Center (NVC) in Portsmouth, NH. NVC is organized within the Office of Domestic Operations, Visa Services Office, Bureau of Consular Affairs (CA/VO/DO). CA/VO/DO is responsible for planning and support for a wide range of issues, including program planning, contracting, human resources, budget, training and special projects.

Duties

• The incumbent works closely with the National Visa Center (NVC) Director and other senior staff to oversee and monitor contracted service providers to ensure compliance with the contract.
• Provides principal technical review, expertise, and oversight of NVC written communications services primarily to and from the public.
• Serves as the technical point of contact for Immigrant Visa (IV) inquiries and provides authoritative interpretation of IV processes, policy, procedures, and practices to a dedicated team responsible for inquiries from Congressional offices.
• Serves as a Government Technical Monitor (GTM) with responsibility for monitoring and overseeing technical performance on assigned aspects of various contracts administered by NVC.
• Coordinates with policy-making offices to verify, confirm, and validate that NVC has the latest guidance regarding IV processing policies and priorities in order to make sure all outgoing scripts contain accurate information.

• U.S. Citizenship is required.
• Incumbent will be subject to random drug testing.
• Must be able to obtain and maintain a Top Secret security clearance.
• Successfully pass the E-Verify employment verification check. To learn more about E-Verify, including your rights and responsibilities, visit: www.dhs.gov/E-Verify/
• Statement of Employment & Financial Interest required prior to appointment.

• Experience reviewing existing, proposed, and new legislation as well as trends service demand requiring changes to processes which may impact the customer experience and the delivery of government, non-government, or private sector service information to customers.
• Experience identifying, analyzing, evaluating, and recommending a wide range of initiatives designed to improve the effectiveness and efficiency of current customer service or customer experience practices.
• Experience presenting about consular or immigration services processing at outreach events to key contacts within the stakeholder groups such as attorneys, universities, and immigration organizations.
• Experience coordinating with policy-making offices to verify, confirm, and validate the latest guidance regarding consular or immigration services processing to ensure all outgoing scripts contain accurate information.

• For reasonable accommodation at the U.S. Department of State, please contact the Office of Accessibility and Accommodations at (202) 663-3474 or OAA@state.gov.
• If eligible, telework agreements may be permitted with supervisory approval.
• Multiple positions may be filled from this announcement. If eligible, applicants to this announcement may be referred to other similar positions in other Bureaus/Offices in the Department for up to 240 days. Telework eligibility and security clearance requirements may vary for such similar positions.

• Benefits
  
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1. Qualified - In addition to meeting minimum qualifications, applicants must demonstrate a basic level of the required competencies (knowledge, skills and abilities) for the position.
2. Well Qualified - In addition to meeting minimum qualifications, applicants must demonstrate proficiency in some but not all of the required competencies (knowledge, skills, and abilities) for the position.
3. Highly Qualified - In addition to meeting minimum qualifications, applicants must fully demonstrate proficiency in all of the required competencies (knowledge, skills and abilities) for the position.

• Knowledge of the roles that visas and immigration play in foreign affairs and international affairs.
• Skill in scheduling events, programs, and activities, as well as the work of others.
• Ability to research and resolve complex visa, immigration or consular issues.
• Knowledge of customer service techniques, procedures, innovations and evaluation methods to improve efficiency and effectiveness of customer experience.