Submission information
Company Information
Job Information
American Sign Language (ASL) Consumer Support Line
Responsible for gathering information, providing guidance, and performing intake of informal consumer and accessibility-related complaints received through calls to the FCC ASL Support Line. As the first point of contact for disseminating information on the FCC’s programs and services, where questions range from routine to complex, the incumbent provides detailed information to the public; and as necessary refers most complex or legal inquiries to a DRO team lead.
Provides comprehensive data reporting and collection through Zendesk or its successor and any reporting mechanism required by the supervisor and identifies complaint patterns and trends needed to inform rulemaking proceedings and related activities. Due to the granularity of the data required for analysis, collecting the information may require use of a combination of automated (on-line) and manual reporting, review and tabulations.
Works with the Disability Rights Office staff on disability access issues under the purview of the Commission, to resolve requests for assistance or complaints and on non-disability related issues to identify the appropriate subject matter expert to provide information needed to resolve requests for assistance and complaints.
Participates in the coordination of consumer outreach activities by supporting the DRO’s ASL video initiative, staff information booths and exhibits, and as appropriate gives presentations. Engages in planning, hosting and supporting DRO and disability-related forums or meetings (i.e., including meetings of the Disability Advisory Committee and its subcommittees).
Performs a variety of administrative tasks, which includes preparing and merging reports, coordinating meeting and travel logistics, file management reports, etc.) in support of the DRO. Receives and answers telephone inquiries or refers to appropriate staff. Uses judgment to answer recurring questions and resolve administrative issues. Transmits, receives, and acknowledges various information such as electronic mail, messages, and fax data.
Performs other duties as assigned.
FACTOR 1. KNOWLEDGE REQUIRED BY POSITION
Comprehensive knowledge and fluency in American Sign Language (ASL) to handle incoming calls.
Comprehensive knowledge of the relevant communications laws, including the Twenty-First Communications and Video Accessibility Act (CVAA), the Americans with Disabilities Act (ADA), Sections 504 and 508 of the Rehabilitation Act, and subsequent amendments, administrative laws, policies, Commission’s rules and precedents.
Knowledge of barriers, particularly to communications and video programming, faced by persons with disabilities, and methods that may be used to alleviate such barriers.
Comprehensive knowledge and expertise about individuals with disabilities, including familiarity with the culture and etiquette of people who have communication disabilities, to ensure that the direct video calling services are implemented in a manner appropriate to stakeholders with disabilities.
Knowledge of FCC policies, Orders, programs, services and regulations including, but not limited to telecommunications relay services (TRS), access to emergency information, Section 255 of the Communications Act, closed captioning, video description, accessible user interfaces, 911 access
(including access to TTY and real time text technology), hearing aid compatibility, and general information on disabilities to understand relevant issues and resolve consumer complaints and inquiries submitted to DRO.
Knowledge of the DRO mission, functions and organization structure to provide advice and assistance to supervisor and/or staff on identifying and resolving a variety of issues.
Knowledge of administrative regulations and operating procedures plus skill in applying fact-finding and investigative techniques (e.g., review of work procedures, instructions, records, and files) to gather clear-cut information to respond to inquiries.
Knowledge and required research skill in applying analytical and evaluative techniques to the identification, consideration, and resolution of issues or problems of a procedural or factual nature to document analysis findings.
Skill in communicating effectively orally and in writing with persons at all levels of the agency, community leaders, the public management personnel in other organizations, and in carrying out assignments in providing quality direct video calling services.
Skill/proficiency in typing. This position requires a qualified typist to type 40 words per minute (i.e., on a five-minute sample with three or fewer errors).
Detailed knowledge of the capabilities of a variety of office automation software (such as ZenDesk Excel and Word), hardware and related equipment.
Skill in multi-tasking, problem solving, and independently acting to ensure inquiries and/or complaints are responded to and resolved.
FACTOR 2. SUPERVISORY CONTROLS
The Chief, DRO establishes the overall objectives of the work based on the priorities and needs of the Office unless otherwise specified. The incumbent is assigned specific assignments, specific projects and deadlines for completions. The incumbent carries out assignments independently (i.e., he/she determines the approach to be taken and the methodology to be used in planning and carrying out assignments as well as coordinating the work with others). The supervisor is available for assistance on controversial issues or problems. Completed projects, reports, etc. are reviewed for conformance with overall requirements.
FACTOR 3. GUIDELINES
Guidelines consist of standard reference materials office practices and texts, manuals, FCC and CGB administrative policies and precedents covering the subject involved and includes priorities and commitments of the supervisor and the organization. Guides are not always applicable to specific work assignments, requiring some adaptation.
Analytical methods contained in the guidelines are not always directly applicable to specific
work assignments. However, precedent studies of similar subjects are available for reference. However, the incumbent is expected to use judgment in choosing, interpreting, or adapting available guidelines to specific issues. Where guidelines do not exist or apply, the incumbent refers to the supervisor for advice.
FACTOR 4. COMPLEXITY
The work involves gathering information, identifying and analyzing issues and developing recommendations to resolve problems of a procedural nature. The employee applies accepted analytical techniques in addressing straightforward problems and issues.
Assigned projects involve a wide variety of administrative functions associated with management methods, procedures, policies, etc., such as collected information or preparing responses to complaints.
Findings and recommendations are based on collection and analysis of narrative and statistical information, reports, charts etc.
FACTOR 5. SCOPE AND EFFECT
The primary scope of the work involves analyzing and resolving problems resulting from the public utilization of the direct video calling services. In carrying out these assignments, the incumbent’s analyses of the direct calling service operations. The results of the analysis have resulted in management developing detailed procedures and guidelines to supplement established guidance.
The work contributes to DRO’s improving productivity, effectiveness and efficiency in making its services and information accessible to individuals, who request information from the FCC and use American Sign Language.
FACTORS 6. &7 PERSONAL CONTACTS AND PURPOSE OF CONTACTS
Personal contacts are with individuals at all levels of authority inside and outside of the Commission, including other Federal Agency representatives, disability advocacy groups, regulated entities, and representatives from professional, state, and local organizations and communities, and with persons with and without disabilities, who are seeking information from the FCC.
Purpose of contacts is to provide program information, coordinate smooth and efficient accomplishment of mission issues, and resolve problems, which often cannot be anticipated.
FACTOR 8. PHYSICAL DEMANDS
The work is sedentary in nature and requires no physical demands.
FACTOR 9. WORK ENVIRONMENT
The work is generally performed in a typical office setting. The incumbent may be required to travel for conferences or training.