Program Specialist

This position seeks a skilled analyst to evaluate and enhance crisis call center operations, ensuring efficiency and effectiveness.

• *Key Responsibilities:**
• Apply analytical and evaluative methods to study crisis call center efficiency and effectiveness.
• Determine the impact of relevant laws, regulations, and policies on customer service programs.
• Evaluate program goals, work processes, and administrative operations to improve customer satisfaction.
• Analyze workload distribution, staffing levels, and organizational structures to provide data-driven recommendations.
• Present strategic staffing proposals, especially those involving substantial organizational resources or procedural changes.
• *Qualifications:**

Applicants must meet one of the following:

• **Specialized Experience:** One year of experience equivalent to the GS-09 level, demonstrating proficiency in at least three of the responsibilities listed above.
• **Education:** A Ph.D. or equivalent doctoral degree, or 3 full years of progressively higher-level graduate education (or LL.M. if related) in a directly relevant field.
• **Combination:** A mix of specialized experience and graduate-level education (beyond the first two years) that collectively meets the total requirements.
• *Federal Requirement:** Current federal employees must have served 52 weeks at the GS-09 grade level.
• *Required Competencies:**
• Organizational Awareness
• Attention to Detail
• Communication
• Technical Competence