Information & Referral Aide

Full Job Description

This position is located at the Fleet and Family Support Center (FFSC), Naval Air Station, Pensacola (NASP), Florida.

The mission of the FFSC is to improve fleet readiness and increase retention by providing quality of life programs to Pensacola area military personnel, their families, and retirees.

This position falls within the Work Family Life division of the FFSC. Incumbent serves as the focal point whereby military families can receive immediate assistance in crisis or routine situations.

In order to qualify for this position, your resume must provide sufficient experience and/or education, knowledge, skills, and abilities, to perform the duties of the specific position for which you are being considered.

Your resume is the key means we have for evaluating your skills, knowledge, and abilities, as they relate to this position.

Therefore, we encourage you to be clear and specific when describing your experience. All non-government positions identified on your resume must include complete address and to and from dates.

Government positions must include pay plan, series, grade, to and from dates and address of the agency/organization. Specialized experience directly related to the duties described above.

Qualifying experience must have been equivalent to the next lower level in the normal line of progression.

Specialized experience must demonstrate the following: One year of progressively responsible clerical, office, or other work that indicates ability to acquire the particular knowledge and skills needed to perform the duties of the position to be filled.

Knowledge of social, community, military, mental health, non-profit, DON (Department of Navy), and DOD (Department of Defense) resources in order to establish and maintain a comprehensive I&R component of the FFSC.

Practical knowledge of interviewing techniques is needed to obtain relevant information from clients experiencing unusual stress, trauma, or transition.

Demonstrated skill and sound judgement in counseling individuals concerning difficulties encountered and assisting them in overcoming situations and obstacles.

Must be able to communicate effectively both verbally and in writing; possess the ability to work with diverse groups and possess the ability to establish and maintain effective relationships at all levels, possess a working knowledge of the military chain-of-command and familiarity with Navy terminology and military lifestyles pertinent to aviation training.

Ability to present information/briefs/workshops ensuring objectives are met and content is provided in a professional, concise, and effective manner.

Must possesses the skill to prior prioritize work and ensures all presentation requirements are completed in a timely manner to avoid delays or cancellations.

Knowledge of the FFSC administrative requirements including I&R resource directory, statistical reporting, administrative formats for publicity submission, and high level of skill in the area of coordination, both internally and externally.

Incumbent must be able to effectively use Microsoft Office including Word, Publisher, and Power Point.

You will receive credit for all qualifying experience, including volunteer and part time experience.

You must clearly identify the duties and responsibilities in each position held and the total number of hours per week.

Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., professional, philanthropic, religious, spiritual, community, student, social).

Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment.

As part of the application process, you must complete and submit an occupational questionnaire and your RESUME MUST SUPPORT AND VALIDATE YOUR ANSWERS or you may be removed from consideration.

ONLY THE MOST HIGHLY QUALIFIED CANDIDATES WILL BE REFERRED. IF MANAGEMENT DOES NOT WISH TO SELECT A HIGHLY QUALIFIED CANDIDATE, THEY MAY REQUEST A REFERRAL LIST INCLUDING WELL OR QUALIFIED APPLICANTS.

Please follow all instructions carefully. Errors or omissions may affect your rating and/or appointment eligibility.

PLEASE READ THIS VACANCY ANNOUNCEMENT IN ITS ENTIRETY TO ENSURE ALL REQUIREMENTS ARE ADDRESSED IN YOUR APPLICATION PACKAGE.

RELOCATION AUTHORIZED NO Payment of Permanent Change of Station (PCS) is authorized, based on a determination that a PCS move is not in the Government interest KEY REQUIREMENTS/CONDITIONS OF EMPLOYMENT Males must be registered or exempt from Selective Service.

https://www.sss.gov/register/ Selectee must be determined suitable for federal employment. Selectee may be required to successfully complete a probationary period.

Selectee is required to participate in the direct deposit pay program. Social Security Card is required. Satisfactorily complete an employment verification (E-VERIFY) check.

As of May 7, 2025, The REAL ID act requires visitors to have a REAL ID or passport to access to Government Facilities. This will be a requirement for employment.

A favorable background is a requirement of this position. Failure to obtain and maintain a favorable background may result in the withdrawal of the position offer or removal.

NOTE: Applicants have the ability to perform an E-Verify Self Check to confirm employment eligibility at http://www.uscis.gov/mye-verify/self-check.

Although a Self-Check is not mandatory, it can be a useful tool for applicants to find out if there is a problem with their employment eligibility records and resolve any issues before taking a job.

Major Duties:

MAJOR DUTIES AND RESPONSIBILITIES: Direct Service Duties (80% of Incumbents Time) In conjunction with the Information Receptionist receives all inquiries made to the FFSC via telephone, walk-in, and written correspondence.

Routes calls and directs customers to appropriate service, program, and staff member as needed in a timely and accurate manner. Takes messages when necessary and provides accurate information.

Establishes and maintains a comprehensive and current file of information on all military resources, civilian community agencies, organizations, and voluntary services.

Complies, organizes, and consolidates pertinent information on area agencies. Maintains a network of contacts within the community.

Research resources available on and off base by contacting providers and documenting services. Ensures critical items are on-hand at all times.

Maintains and submits statistics on I&R contacts via the FFSC Management Information system.

Publicizes FFSC activities, quality of life programs, services provide, and various human service current issues and benefits via newsletter/calendar of events and flyers.

Program Presentation (10% of Incumbents Time) Formulates, coordinates, administers and presents workshops, presentations, General Military Training (GMT) and FFSC overviews relative to I&R services, and military and civilian resources.

Attends seminars, meetings conferences, etc. to coordinate action, exchange information, and discuss evolving programs; speaks before private/public groups/associations etc. to market FFSC programs.

Additional Related Duties (10% Of Incumbents Time) Originates and implements and I&R training plan to new staff members and volunteers on how to correctly provide information to customers and the appropriate legal referral resources available.

Maintains organization of office supply storeroom, identifying needs and submitting purchase request to FFSC Director. Performs other collateral duties and tasks as assigned.