Case Management Specialist

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

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.

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/.