Summary This position is located within Fleet and Family Readiness Program, Mid-Atlantic Fleet and Family Support Program. The Military and Family Support Program (FFSP) is the Navy's primary agency for the delivery of human services intended to enhance the stability and self-sufficiency of individuals and families, resulting in increased operational readiness. Diverse methods for delivering services include providing information, educational instruction or training and professional counseling. Duties The main purpose of this position is to provide support and assistance to the administrative and managerial functions within the Military and Family Support Center.
Reception and Information and Referral (I&R) Services 50%
- Serves as MFSC Customer Service Desk Representative.
- Greets visitors, receives telephone calls and ascertains the nature of the visit or calls in a professional, respectful manner.
- Refers telephone calls and visitors to appropriate staff or office based upon knowledge of the organization and its programs and operations.
- Answers substantive requests for information, which can be provided based on information from records and files or personal knowledge of services available.
- Locates and selects appropriate references and procedures for application to specific questions. When unable to locate information or cannot answer questions, refers caller/visitor to a staff member.
- Provides follow-up on requests for information.
- Greets walk-in clients and provides assistance with completing necessary paperwork prior to meeting with counselors and other MFSC staff.
- Schedules and confirms appointments as needed and registers personnel for MFSC classes, confirms class roster and provides final roster to class facilitator.
- Maintains database with walk-ins, call-in client statistics and provides data for monthly, quarterly, etc., reports.
- Maintains an updated and detailed information database of programs, services and activities available on installation and in the local community (including both State and federal) which support and enrich the quality of life for individuals and families.
- Responds to inquiries by clarifying needs through appropriate questions and comments designed to develop necessary facts and by developing responses/solutions based on employee's knowledge and experience in problem solving.
- Determines appropriate organization and program resources to assist clients when additional assistance is required. Employee contacts offices/agencies to discuss inquiries and to obtain pertinent information from reference materials.
- Locates appropriate experts in other offices/agencies to whom inquirers may be referred for supplemental assistance when all personal resources have been exhausted.
- Responds appropriately to inquiries whether by telephone, fax, and e-mail, personal visit, or in writing.
Administrative Support 50%
- Prepares a wide range of recurring and non-recurring correspondence, reports, statistical data, briefs, forms and other documents using a variety of office automation software and equipment.
- Proofreads and edits materials prepared by self and other MFSC staff to ensure correct spelling, grammar, punctuation, capitalization, and compliance with the Navy Correspondence Manual and Command policy.
- Establishes and/or monitors suspense dates, updates correspondence log, prepares routing sheets, tracks items through the routing process, and upon signature, makes appropriate distribution.
- Researches, collects and consolidates information for various reports in accordance with established procedures or as directed by the supervisor.
- Retrieves data and generates statistical reports for in-house use or as required by higher authority.
- Assists in organizing, preparing, editing, proofreading and distributing a variety of MFSC marketing materials including but not limited to news articles, flyers, brochures and the monthly class calendar.
- Picks up, delivers and distributes mail including but not limited to incoming and outgoing correspondence, publications, regulations, and directives.
- Reserves and sets up meeting room, contacts participants, ensures all required materials and services are provided as directed, and takes minutes and requested.
- Establishes, maintains, purges, and disposes of files and client records in accordance with existing regulations and procedures.
- Independently plans and performs complex office automation duties requiring different approaches and methods from one assignment to another, such as using different packages to: edit lengthy and complicated reports; collect, select, organize, and provide information; track the status of a number of projects assigned to the organization; and resolve incompatibility problems in transferring text from software package to another when menu options and specific software instructions are not available.
- Uses word processing software to create, copy, edit, store, retrieve, and print forms, memos, and letters; uses database or spreadsheet software to create, enter, revise, sort or calculate, and retrieve data for reports; and uses graphic software to provide graphs and charts for reports and presentations.
- Establishes and maintains files of requisitions and supporting documentation to ensure that all requested items are properly received and accounted for, and that all required follow-up actions are completed.
- Performs other miscellaneous duties as assigned.
Qualifications
To be qualified for this position, candidates must possess at least one year of specialized experience. Specialized experience is defined as follows: knowledge of administrative practices and procedures common to organizations such as those pertaining to channels of communication, delegation of authority, preparation and routing of correspondence, mail distribution, filing systems and skill in communicating with clients to obtain information and/or explain regulations and agency procedures.
In addition to the specialized experience required for this position, candidates must also meet the selective placement factor defined: Experience supporting social service programs specific to the military lifestyle, the unique challenges faced by service members and their families and the array of services available to address those issues. Please note: to be credited, this experience must be clearly documented in your resume.
The following Knowledge, Skills, and Abilities defined for this position:
- Knowledge of the MFSC mission, functions, and programs, and of the policies, regulations, procedures, and reporting requirements governing those programs.
- Knowledge of the military lifestyle, the unique challenges faced by service members and their families, and the array of services available to address those issues.
- Knowledge of social service programs and agencies in the military and civilian sector, including policies, practices and interrelationships.
- Skill in communicating with clients to obtain information and explain regulations and agency procedures and other organizations involved.
- Skill in drawing out and organizing relevant information from persons who are often unaware of legal and procedural requirements.
- Proficiency in grammar, spelling, punctuation, capitalization, and professional correspondence format to prepare and edit written correspondence and reports.
- Knowledge of administrative practices and procedures common to organizations such as those pertaining to areas of responsibility; channels of communication; delegation of authority; preparation and routing of correspondence; mail distribution; filing systems; and requisition/receipt of supplies and services.
- Knowledge of various office automation software (word processing, spreadsheet, database, graphics, etc.) to produce a wide range of documents that often involve complex formats or extensive editing, or to perform data entry, manipulation and retrieval.
- Knowledge of the nature and capability of different software packages and the integration compatibilities among different software types.
You will receive credit for all qualifying experience, including volunteer and part time experience. You must clearly identify the duties and responsibilities in each position held and the total number of hours per week.
Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (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.
As part of the application process, you must complete and submit an occupational questionnaire.
Please follow all instructions carefully. Errors or omissions may affect your rating and/or appointment eligibility. Education This position does not have a positive education requirement. How you will be evaluated All resumes will be reviewed to determine if they meet the hiring eligibility and qualification requirements listed in this announcement, and will be rated based on the information provided in the resume to determine the level of knowledge, skills and abilities (KSAs) related to the job requirements. Using the qualifications of the position, a predetermined rating criterion of KSAs will be used for each resume. Best qualified applicants will be referred to the hiring manager. The selecting official may choose to conduct interviews. How to apply To be considered for this vacancy you must apply and complete the online questionnaire and submit the documentation specified in the Required Documents section above.
The complete application package must be submitted by 11:59 PM (EST) on 11/17/2026 to receive consideration.
To begin, click Apply to access the online application. You will need to be logged into your USAJOBS account to apply. If you do not have a USAJOBS account, you will need to create one before beginning the application.
To preview the Application Questionnaire, please click the following link: https://apply.usastaffing.gov/ViewQuestionnaire/13113383
It is your responsibility to ensure your application package (resume, supporting documents, and responses to the questionnaire) is complete, accurate, and submitted by the closing date.
Additional information on how to complete the online application process and submit your online application may be found on the https://help.usastaffing.gov/Apply/index.php?title=Applicant
To verify or check the status of your application, log into your USAJOBS account. Once logged in, the Welcome screen lists your applications, your application status and the date it was last updated. For information on what each Application Status means, visit: https://www.usajobs.gov/Help/how-to/application/status
DON is an Equal Employment Opportunity Employer. All qualified candidates will receive consideration without regard to race, color, national origin, religion, sex, age, mental or physical disability, genetic information, reprisal, marital status, political affiliation, sexual orientation, or any other non-merit factor. The DON provides reasonable accommodations to applicants with disabilities. Applicants with disabilities who believe they may require reasonable accommodation(s) should email their request to MILL_HQ_NAF_HR.FCT@navy.mil to ensure proper consideration is given. Other information As a condition of employment, the selected individual will be required to participate in the Direct Deposit/Electronic Fund Transfer program.
Salary is dependent on experience and/or education.
Some positions have special requirements. Selectee may be required to complete a one (1) year probationary period. Participation in Direct Deposit/Electronic Fund Transfer within the first 30 days of employment is required. We utilize E-Verify to confirm selectee's eligibility to work in the United States. Salary is dependent on experience and/or education.
This announcement may be used to fill additional vacancies within 60 days of issuance of selection certificate. For positions requiring travel more than twice per year, selectee may be required to obtain and maintain in good standing a Government-issued Travel Card for official government travel purposes.
Executive Order 12564 requires a Federal workplace free of illegal drugs. According to the Executive Order, all Federal employees are required to remain drug free throughout their employment. Commander, Navy Region Mid-Atlantic Command is a Drug-Free Federal Workplace. The use of illegal drugs will not be tolerated, and use of or intoxication by illegal drugs will result in penalties up to and including removal from Federal Service.
The Department of the Navy (DON) is an Equal Employment Opportunity Employer. Applicants are assured of equal consideration regardless of race, color, national origin, religion, sex, age, mental or physical disability, genetic information, reprisal, marital status, political affiliation, sexual orientation, or any other non-merit factor. This agency provides reasonable accommodations to applicants with disabilities. Applicants with disabilities who believe they may require reasonable accommodations should email their request to nsapplications@nhr-ma.com to ensure proper consideration is given. The decision on granting reasonable accommodation will be on a case-by-case basis.
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