Organizational Location: This position is with the Department of Homeland Security, within U.S. Customs and Border Protection, Office of the Commissioner, Customer Service Center, located in Washington, D.C. and Long Beach, CA. Additional selections may be made to include other organizational divisions and/or units within the duty location(s) listed above.
Experience: You qualify for the GS-12 grade level if you possess 1 year of specialized experience equivalent to at least the next lower grade level, performing duties such as: Preparing and providing accurate information regarding agency programs to the general public or the media. Consulting with program specialists to obtain current information about customs and/or immigration regulations for responding to inquiries. Evaluating the appropriateness of information to be communicated to the public and special interest groups and responding to requests for information, AND Independently identifying, collecting, and preparing materials for dissemination. NOTE: Your resume must explicitly indicate how you meet this requirement, otherwise you will be found ineligible. Please see the "Required Documents" section below for additional resume requirements. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community, student, social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. You must: Meet all qualification requirements, including education if applicable to this position, subject to verification at any stage of the application process; and Meet all applicable Time in Grade requirements (current federal employees must have served 52 weeks at the next lower grade or equivalent grade band in the federal service) by 08/08/2025. The Office of Personnel Management (OPM) must authorize employment offers made to current or former political appointees. If you are currently, or have been within the last 5 years, a political Schedule A, Schedule C, Non-career SES or Presidential Appointee employee in the Executive Branch, you must disclose this information to the Human Resources Office. Background Investigation: U.S. Customs and Border Protection (CBP) is a federal law enforcement agency that requires all applicants to undergo a thorough background investigation prior to employment in order to promote the agency's core values of vigilance, service to country, and integrity. During the screening and/or background investigation process, you will be asked questions regarding any felony criminal convictions or current felony charges, the use of illegal drugs (e.g., marijuana, cocaine, heroin, LSD, methamphetamines, ecstasy), and the use of non-prescribed controlled substances including any experimentation, possession, sale, receipt, manufacture, cultivation, production, transfer, shipping, trafficking, or distribution of controlled substances. For additional information on the preemployment process, review the following link: Applicant Resources | CBP Careers Residency: There is a residency requirement for all applicants not currently employed by CBP. Individuals are required to have physically resided in the United States or its protectorates (as declared under international law) for at least three of the last five years. If you do not meet the residency requirement and you have been physically located in a foreign location for more than two of the last five years, you may request an exception to determine if you are eligible for a residency waiver by meeting one or more of the following conditions: Working for the U.S. Government as a federal civilian or as a member of the military A dependent who was authorized to accompany a federal civilian or member of the military who was working for the U.S. government Participation in a study abroad program sponsored by a U.S. affiliated college or university Working as a contractor, intern, consultant or volunteer supporting the U.S. government Probationary Period: All employees new to the federal government must serve a one year probationary period during the first year of his/her initial permanent federal appointment to determine fitness for continued employment. Current and former federal employees may be required to serve or complete a probationary period. Agency Career Transition Assistance Program (CTAP) Eligibles: If you have never worked for the federal government, you are not CTAP eligible. View information about CTAP eligibility on OPM's Career Transition Resources website. You must submit the supporting documents listed under the Required Documents section of this announcement. To be considered well qualified under CTAP, you must be rated at a minimum score of 85 for this position.
This position is located in the CBP, Customer Service Center. The primary purpose of this position is to serve as the subject matter expert providing guidance and oversight to tier one Public Information Officers (PIO's) disseminating accurate and timely information to business firms, the exporting and importing trade community and the general traveling public about CBP policies and procedures. The CSC handles all inquiries and complaints for the agency with some inquiries being directed to the appropriate office for action. This position starts at a salary of $88,621.00 (GS-12, Step 1) to $115,213.00 (GS-12, Step 10). Salary: Salary listed reflects the rest of U.S. scale and, if applicable, will be adjusted to meet the locality pay or cost of living expenses of the duty location upon selection. Major duties include: Responding to and answering sensitive and complex inquiries, comments, and concerns received by telephone, web, or via email, from a variety of sources, including non-governmental agencies, which may involve issues pertaining to CBP programs and policies on issues such as trade, travel, tariffs, quotas, duties, and duty exemptions. Conducting independent research and maintains resource files according to subject matter to keep abreast of CBP activities, policies, procedures, and program changes to prepare answers to complex questions not contained in the answer database and ensure complete and accurate information is provided to the public. Reporting incidences of incorrect information to information manager, and alerts managers to problems which are identified as a result of perceived trends in public comments and questions. Establishing and maintains resource files according to subject matter to keep abreast of CBP activities, policies, procedures, and program changes to ensure complete and accurate information is provided to the public. Responding to all requests for informational literature from individual travelers, travel organizations and business firms regarding CBP procedures and regulations, keeping in mind classified information as well as the Freedom of Information Act. GS Salary: Visit this link to view the locality pay tables by geographic area. If you do not see your geographic area listed, select the "Rest of United States" pay table. Some positions fall under a special pay rate depending on the series, grade level and location of the position. Please visit this link to view special pay rate charts.