Complaint Processing Branch Chief

Full Job Description

The incumbent will provide day-to-day direction and supervision for the assigned staff of the Complaint Processing Branch and manage the overall administration of the office.

This position is located in General Services Administration (GSA), Office of Civil Rights (OCR), Office of the Deputy Administrator (AKC), Complaint Processing Branch (AKCA).

We are currently filling one vacancy, but additional vacancies may be filled as needed.

For each job on your resume, provide: the exact dates you held each job (from month/year to month/year) number of hours per week you worked (if part time).

If you have volunteered your service through a National Service program (e.g., Peace Corps, Americorps), we encourage you to apply and include this experience on your resume.

The GS-14 salary range starts at $126,432.00 per year. Locality pay will be determined upon selection.

To qualify, you must have at least one year of specialized experience equivalent to the GS-13 evel or higher in the Federal service.

Specialized Experience is defined as: Overseeing staff and directing formal and informal discrimination complaint programs, including planning and assigning work.

Evaluating performance and overseeing counseling, mediation, and investigations. Developing policies and internal controls. Reviewing regulations for operational impact.

Establishing program goals and priorities to support organizational objectives. Major Duties:

Works with the human resources (HR) management staff to provide advice and assistance on issues relating to the Formal Complaint Process effort and means to resolve conflicts.

Serves as a consultant and advisor to Office of Civil Rights (OCR) and General Services Administration (GSA) staff and management officials regarding the informal and formal complaint process, to include the Alternative Resolution program, traditional counseling, and formal investigations.

Oversees the formal complaints process including having oversight of Equal Employment Opportunity (EEO) investigations, and ensures coordination with appropriate offices and agencies have been accomplished by the teams and subject matter experts (SMEs).

Oversees the informal stage of the complaint process from date of initial contact to the notice of right to file a formal complaint.

Ensures effective and timely counseling and mediation services are provided for a complex professional, administrative, technical and trades and crafts civilian workforce at all grade levels throughout the agency.

Reviews, develops and implements procedures for processing informal complaints of discrimination.

Analyzes concepts and factors during development of criteria, establishing priorities relative to long-mid and short-range management strategy.

Provides day-to-day leadership and guidance, both technical and administrative to staff.