Username: kccned
Company Information
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Company Name: Federal Communications Commission
Website: https://www.fcc.gov/

Job Information
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Job Title: Direct Video Calling Technician 
Job Type: Permanent
Start Date: ASAP
Address:
washington, District of Columbia

Job Description:
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.



Requirements:
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.




Resume Information
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Applicants should submit the following:: Resume, Cover Letter, Transcript, Other
Other: list of references and Schedule A documentation
Majors Desired:: Business, Liberal Arts
Degree levels accepted:: Bachelor

Application Information
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Email application materials to:: suzanne.singleton@fcc.gov
Additional Instructions:
Applicants are required to submit all of the following materials:  a resume, academic transcript(s) (either official or unofficial), list of references, Schedule A documentation and a cover letter.