Case Management Specialist

Summary

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

Duties

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

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 considered best qualified. Your resume will then be reviewed by an HR Specialist and a Subject Matter Expert to determine if you meet the specialized experience and qualification requirements as outlined in the announcement. If you are found minimally qualified, a rating panel will review your resume. Candidates may be contacted for an interview. Basis for Rating: The rating panel will evaluate applicants' resume, then place them into one of the following categories: Highly Qualified, Well Qualified and Qualified. Highly Qualified - Meets the minimum qualification requirements and has extensive skills and experience in most of the job related competencies above. Well Qualified - Meets the minimum qualification requirements and has a moderate amount of skills and experience in most of the job related competencies above. Qualified - Meets the minimum qualification requirements, but may have a limited amount of experience in several of the job related competencies. Your resume must have complete information. Please ensure your resume accurately reflects the duties and responsibilities under each position you have held with each employer. In describing your experience, please be clear and specific. It is your responsibility to make sure your resume states complete information for each job entry (beginning and ending dates of employment stated as MM/YYYY; and total hours worked per week). If your resume does not provide enough information regarding your work history for us to make a creditable qualification determination, your application package may be rendered disqualified and you will no longer be considered for this position. Part-time or unpaid experience: Credit will be given for appropriate unpaid work on the same basis as for paid experience. Part-time experience will be credited on the basis of time actually spent in appropriate activities. To receive credit for such experience you must indicate clearly the nature of the duties and responsibilities in each position held and the number of hours per week spent in such employment. Qualifications must be met by the Closing Date: You must meet all qualification and eligibility requirements by 11:59pm EDT on the closing date of this announcement. After you submit this application, you will receive an e-mail informing you that a USA Hire assessment is required. You will have 48 hours from the closing date of this announcement, 11/15/2026, to complete the assessment as this assessment is part of your application.

Education

A transcript must be submitted with your application if you are basing all or part of your qualifications on education. Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.