Customer Support & Communication Program Specialist

USDA Food Safety and Inspection Service; Urbandale (IA); On-site; USD 54,000 - 76,000; Full time

Job summary

USDA Food Safety and Inspection Service in the Office of Public Affairs and Training (OPAT) supports the Meat and Poultry Hotline and aims to reduce foodborne illness by educating the public and internal audiences about FSIS programs and activities.

The role requires experience with customer service principles, ability to convey regulatory and scientific information clearly, and comfort researching topics related to meat, poultry, and egg products. Evidence-based communication is essential.

Qualifications

• Experience explaining regulatory, scientific, and technical information in writing and orally.
• Knowledge of customer service and support principles.
• Research experience in food safety topics such as storage, handling, labeling, or nutrition.

Responsibilities

• Provide advanced consumer guidance to the public on food safety and FSIS programs.
• Serve as liaison with scientific, regulatory, and industry professionals.
• Explain complex regulatory and technical information clearly to diverse audiences.

Skills

Customer service knowledge

Regulatory and technical writing

Research on food safety topics

Software applications knowledge

Education

Master's degree in a related field

LL.B. or J.D. (related)

3 years of graduate education in related field

Tools

Knowledge-management systems

Technical software applications

Job description

This position is in the Office of Public Affairs and Training (OPAT), Food Safety Education Staff (FSES). An integral part of the FSES program is the Meat and Poultry Hotline. The Staff's primary mission is to effectively communicate with the public and internal audiences about food safety issues and FSIS programs/activities; to gain and increase citizen participation and behavior changes regarding food safety; and to implement FSIS' mission to reduce the risk of foodborne illness. Applicants must meet all qualifications and eligibility requirements by the closing date of the announcement including specialized experience and/or education, as defined below.

To qualify for the GS-9:

Applicants must have one year of specialized experience at or equivalent to the GS-7 grade level in the Federal service that demonstrates:

• Knowledge of commonly accepted customer service and support principles.
• Basic understanding of and the ability to explain regulatory, scientific, technical, and other food safety and nutrition information in writing and orally.
• Researching on the topics of food safety, storage, nutrition, handling, preservation, packing, and/or labeling of food (meat, poultry, and egg products).
• Basic knowledge of software applications and systems to access and provide information from pre-approved written and approved knowledge articles.

OR Master's or equivalent graduate degree in a related field.

OR 2 full years of progressively higher level graduate education leading to such a degree in a related field.

OR LL.B. or J.D., if related.

To qualify for the GS-11:

Applicants must have one year of specialized experience at or equivalent to the GS-9 grade level in the Federal service that demonstrates:

• Experience using technical software applications and knowledge-management systems.
• Serving as a liaison with scientific, regulatory, and food-industry professionals.
• Ability to exercise independent judgment in resolving complex or sensitive consumer inquiries.
• Communicating complex regulatory, scientific, and technical information.
• Providing advanced, authoritative consumer guidance to the general public.

OR Ph.D. or equivalent doctoral degree in a related field.

OR 3 full years of progressively higher level graduate education leading to such a degree in a related field.

OR LL.M., if related.

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 and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.