FFSP Office Automation Assistant

This position provides office clerical & administrative support to handle a high volume of inbound customer calls for the Navy Region Southwest (NRSW) Fleet & Family Support Centers (FFSC) Centralized Scheduling Call Center. The incumbent must be able to instantly assess and respond appropriately and conscientiously to crisis situations.

Knowledge of the policies, regulations, procedures, and reporting requirements governing the programs of the FFSP; and broad knowledge of the various elements of all other FFSP. Skill in communicating with clients, management and leadership to obtain information and explain regulations and agency procedures.

This includes skill in drawing out and organizing relevant information from persons who are often unaware of legal and procedural requirements, which may apply to a presenting problem and are angry and distressed due to the conditions that gave rise to the situation. Uses diplomacy and tact in dealing with other agency staff and when responding to calls from clients in stressful and emotional situations. Knowledge of English grammar and usage, format, and procedural requirements.

Skills in writing and oral communication to write/type letters, memoranda, and reports, and clearly explain complicated regulations, procedures, and concepts to persons outside the agency. Knowledge of the organization of office files and the purpose and content of documents in the files. Knowledge of the clerical steps in processing files and retrieving information in files to prepare reports and maintain suspense records. Skill in operating a personal computer and software packages used by the FFSP.

A fully qualified typist is required. Skill in text insertion, deletion, retrieval, manipulation, copying, printing and editing functions on word processing systems. Knowledge of techniques to develop briefings for specific FFSC programs and the mission, functions and organizational structure of the FFSP, in general. Knowledge of procedures for travel and training requests. Knowledge of procedures for time and attendance reporting, record keeping.

Knowledge of the duties, priorities, commitments, policies, and program goals of the supervisor in order to perform non-routine assignments. Knowledge of procedures for use of the DOD Government Purchase Card Program, and the ability to attain appointment as a purchase cardholder. Knowledge of procedures involved in automated appointment system management.