TMD - Customer Service Representative I (Visitor Control Coordinator)

Job Description

APPLICATIONS SHOULD BE COMPLETED ONLINE THROUGH CAPPS RECRUIT AT:

https://capps.taleo.net/careersection/ex/jobdetail.ftl?job=00045616

APPLICATIONS SUBMITTED THROUGH WORK IN TEXAS:

Applicants may submit applications through Work In Texas (WIT), however, applicants must complete the supplemental questions in CAPPS Recruit to be considered for the position. In order to complete the supplemental questions, please register and/or login to CAPPS Recruit and access your profile. Go to CAPPS Recruit to Sign In (Link: https://capps.taleo.net/careersection/ex/jobsearch.ftl?lang=en)

Your job application must be complete and thorough including responding to all the supplemental questions. Your application must contain complete job histories, which includes job titles, dates of employment, name of employer and a description of duties performed. If this information is not submitted, your application may be rejected because it is incomplete. Resumes do not take the place of this required information.

NOTES TO THE APPLICANT:

TMD State Employees support the Texas Military Department by delivering critical services that enable the agency to meet its strategic goals. Your work will contribute to the support we offer our Texas National Guard members, thereby multiplying their capability to serve at home and abroad as missions dictate. The Texas Military Department provides a benefits package that includes, but is not limited to:

• Health insurance benefits (employee premiums are covered at 100%, family premiums at 50%)
• Optional Vision, Dental, Life, and Disability insurance at competitive rates
• Generous paid vacation, sick leave, and State and Federal holidays
• Defined benefit retirement structure known as a cash balance benefit, with a state match equal to 150% of the account balance at retirement and guaranteed earnings of at least 4% annually
• Additional voluntary retirement savings programs (Texa$aver 401(k) and 457 programs)
• Flexible spending account options for medical and childcare expenses
• Potential for modified work schedules including flex, compressed, or telework (position dependent)
• Free access to Camp Mabry Museum and historical structures
• Robust free training access through Texas Military Department's Web-Based Learning Program
• Expansive Employee Assistance Program and complimentary counseling services
• Employee Wellness and Physical Fitness Programs

Military membership is not required for this position.

ABOUT US:

Our Agency: The Texas Military Department (TMD) is commanded by The Adjutant General of Texas, the state's senior military official appointed by the governor, and is comprised of the Texas Military Department (State & Federal Civilian Employees), the Texas Army National Guard (TXARNG), the Texas Air National Guard (TXANG) and the Texas State Guard (TXSG).

Our Vision: America's premier state military organization comprised of professional mission-ready forces, fully engaged with our communities, and relevant through the 21st century.

Our Mission: Provide the Governor and the President with ready forces in support of state and federal authorities at home and abroad.

BRIEF POSITION SUMMARY

Performs routine (journey-level) customer service work as a Visitor Control Center Coordinator for all TMD Installations. Operates an information system enabling query of applicants and visitors. Provides disposition feedback to requesting agency/section. Disposition feedback supports TMD in determining eligibility and authorizing access to TMD facilities. Works under the direct supervision of the Camp Mabry Security Manager and works under moderate supervision, with minimal latitude for the use of initiative and independent judgement.

WORK HOURS: Monday - Friday, 8 hours a day, 40 hours a week

ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES

• Applies knowledge of automation systems related to visitor, weapons, and other registration programs for Military Installations at all force protection levels.
• Applies an extensive knowledge of the practices, policies, procedures, and regulations pertaining to access control, registration of visitors, and/or weapons in accordance with established policies and procedures.
• Processes applications for access for non-affiliated civilian personnel providing services, who require recurring and long-term or short-term installation access.
• Reviews applications and supporting documents to ensure they are complete, valid and comply with applicable regulations.
• Determines eligibility of the applicant by conducting security screening and, when appropriate, processes requests for visitor, weapons and other items requiring registration.
• Determines eligibility by conducting security screenings and visit verifications in accordance with local standard operating procedures.
• Reviews and verifies information for accuracy and completeness.
• Maintains visitor control roster and accountability logs, which is subject to quarterly and annual reviews and inventories.
• Provides information and assistance to retired and active duty military personnel, civilian and contract employees, vendors, and other persons inquiring about the procedures for installation access and any programs available for receiving pre-approved access.
• Enters the applicant information into the credential system.
• Maintains a computerized log of all access passes granted.
• Performs additional tasks in support of Camp Mabry Garrison Commander and Security Manager.
• Communicates with TMD J34, Unit Protection Officers, and Law Enforcement Agencies as needed.
• May inform leadership of changes/updates in laws, policies, and regulations; important issues or findings; and anything of nature that requires immediate attention.
• Conducts Criminal History background checks on employees as required.
• Operates and performs research queries on the National Crime Information Center (NCIC) workstation terminal(s) or the equivalent, in accordance with (IAW) Federal and State laws.
• Attends work regularly and observes approved work hours in accordance with the agency state employee policies & procedures handbook.
• May be required to perform duty in support of national emergencies, disasters, and other missions, to include working evenings, weekends, and/or holidays.
• Performs other duties as assigned by supervisory and training personnel.

Qualifications:

MINIMUM QUALIFICATION

EDUCATION:

• Graduation from a standard senior high school or equivalent required.

EXPERIENCE:

• 6 months of experience in customer service, clerical, or administrative support work is required.
• Experience using Microsoft Office (such as Outlook, Word and Excel) is required.

PREFERRED EXPERIENCE:

• Experience in a security, law enforcement, military law enforcement, or military setting is preferred.
• Experience with Texas Law Enforcement Telecommunications System Access (TLETS) is preferred.
• Experience working in a military environment is preferred.
• Experience working in Security Operations is preferred.

REGISTRATION, CERTIFICATION OR LICENSURE:

• FEMA IS-00906 is preferred.
• FEMA IS-00100b is preferred.
• Valid driver's license is required. *If not currently a Texas resident, must obtain a Texas Driver's License within 30 days after entering Texas as a new resident. A satisfactory driving record is required for driving state or personal vehicles to conduct agency business.

OTHER REQUIREMENTS:

• Must complete DPS training and maintain access for the DPS information systems as required.
• Selected candidate must pass federal security background investigation. The process includes a National Agency Check and Inquiry (NACI) and fingerprinting. New employees must complete and sign the Office of Personnel Management (OPM) Form SF85. Completed forms are submitted to the OPM for the background investigations.
• The Immigration Reform and Control Act of 1986 requires all new employees to present proof of eligibility to work in the United States within three (3) days of being hired. The Texas Military Department participates in E-Verify and will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee's Form I-9 to confirm work authorization.
• Upon hire with the State of Texas, males between the ages of 18 through 25 must provide proof of registration or exemption with the Selective Service. For further information, visit the Selective Service website at https://www.sss.gov/RegVer/wfVerification.aspx.
• This position is security sensitive and employment is contingent upon favorable results of a criminal record check with the Texas Department of Public Safety.

KNOWLEDGE, SKILLS AND ABILITIES

Knowledge of:

• principles and processes for providing customer service;
• office practices and administrative procedures; and
• federal, state, and military force protection related regulations.

Skill in:

• using standard office equipment to include copiers, scanners, printers and fax machines;
• operating a computer with Microsoft applications to include Outlook, Word, and Excel;
• organizing and prioritizing multiple assignments;
• maintaining attention to detail while performing multiple assignments;
• proficient use of computers and automated equipment, programs, and software; and
• using discretion when handling issues and/or situations during assigned duties.

Ability to:

• maintain confidentiality;
• communicate effectively;
• demonstrate strong interpersonal skills;
• maintain positive working relationship with co-workers and management;
• implement administrative procedures and interpret rules, regulations, policies and procedures;
• plan, organize, and prioritize multiple assignments without compromising accuracy;
• prepare reports and compile information;
• establish and maintain working relationships;
• meet and interact with co-workers, base personnel and the general public in a positive and professional manner; and
• work in a military environment.

PHYSICAL/WORKING CONDITIONS

Work is typically performed in a sedentary office setting involving sitting, standing, and walking. Must be able to squat, bend and crouch to reach filing systems. Exposure to normal office temperatures and noise. Work requires extensive use of computers, telephone and related equipment. May lift, carry, move, and/or set up equipment and materials that weigh up to 25 pounds.

MILITARY EMPLOYMENT PREFERENCE

If you qualify for a Military Employment Preference, it is mandatory that you provide the required documentation at the time of applying. Documentation must be provided before a Military Employment Preference can be granted.

Currently Serving U.S. Armed Forces or Texas National Guard - Statement of service memo

Veteran - DD Form 214 (or Equivalent)

Disabled Veteran - VA Civil Service Preference Letter

Spouse of a member of the United States Armed Forces or Texas National Guard serving on active duty - Marriage certificate and verification of duty status (active duty orders, PCS orders, statement of service)

Spouse of a veteran if the spouse is the primary source of income for the household and the veteran has a total disability rating based either on having a service-connected disability with a disability rating of at least 70 percent or on individual unemployability - Marriage certificate, VA Civil Service Preference Letter indicating disability rating, and documentary proof of income

Surviving Spouse of a Veteran who has not remarried - Marriage certificate and DD Form 1300

Orphan of a Veteran who was killed during active duty - Birth Certificate and DD Form 1300

VETERANS:

Use your military skills to qualify for this position or other jobs. Go to www.texasskillstowork.com to translate your military work experience and training courses into civilian job terms, qualifications, and skill sets.

Veterans, Reservist or Guardsmen with an MOS or additional duties that fall in the following fields or other related fields pertaining to the minimum experience requirements may meet the minimum qualifications for this position and are highly encouraged to apply:

United States Army: 42A Human Resources Specialist

United States Navy: RS Retail Services Specialist

United States Coast Guard: YN Yeoman

United States Marine Corps: 0111 Administrative Specialist

United States Air Force: 3F5X1 Administration

Additional Military Crosswalk information can be accessed at: hr.sao.texas.gov/Compensation/MilitaryCrosswalk/MOSC_AdministrativeSupport.pdf

Contact TMD's Veteran's Liaison, Paul Love if you have questions at (512)782-3836 or staffingHR@military.texas.gov

The Texas Military Department does not discriminate on the basis of race, color, national origin, sex, religion, age, genetic information, or status as an individual with a disability or protected veteran status in employment or in the provision of services.