Summary This position is assigned to the Fleet and Family Support Center (FFSC); Fleet and Family Readiness (FFR); Commander, Navy Installations Command (CNIC); Naval Air Facility, Atsugi, Japan. The FFSC is the Navy's primary agency for the delivery of an array of human services programs intended to enhance the stability and self-sufficiency of individuals and families, resulting in increased operational readiness. ACCESS TO MEDICAL AND DENTAL CARE IN JAPAN IS EXTREMELY LIMITED. Responsibilities Receives phone calls, greets visitors, and ascertains the nature of the caller. Based upon knowledge of the organization and its programs and operations, refers telephone calls and visitors to appropriate staff or office. 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 provide assistance with necessary paperwork. Maintains database with walk-in, call-in client statistics and provide data for monthly, quarterly, etc. reports. Maintains and inputs a statistical record of contacts into FFSMIS in a timely manner. 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 organizations and programs to assist clients when additional assistance is required. Advises inquirers of the applicability, responsibility, and operation of assistance program of their interest. Responds appropriately to inquiries whether by telephone, fax, and e-mail, personal visit, or in writing. Prepares a wide variety of recurring and nonrecurring correspondence, reports, and other documents. Composes correspondence and other materials of a non-technical nature. Consolidates and finalizes information for various reports in accordance with established procedures. Based on knowledge of substantive programs of the organization, gathers and summarizes information from files and documents for supervisor's use in responding to inquiries, recognizing which information is or is not relevant to issue at hand. Proofreads/edits correspondence and documents for correct grammar, spelling, capitalization, punctuation, and format. Returns incorrect material prepared by others with revisions marked. Reviews and processes incoming and outgoing correspondence, materials, publications, regulations, and directives. Screens incoming mail to identify what needs to be brought to the attention of the supervisor, referred to appropriate staff, rerouted to other organizations/offices, or handled personally. Establishes and monitors suspense dates and brings to supervisor's attention those that cannot be met by requested date or when there is a conflict. Responsible for coordinating the work of the office with other offices and organizations, recognizing what coordination procedures are required for different circumstances. Reviews outgoing correspondence prepared by others for procedural and grammatical accuracy, and conformance with general policy. Advises the writer of any deviations or inadequacies. Ensures formal internal and external coordination procedures have been followed. Maintains staff calendars, coordinates meeting arrangements, and schedules meetings and/or conferences. Schedules appointments and meetings without prior approval in accordance with policies and priorities, and coordinates with the staff as necessary. Informs supervisor of conflicts, reschedules appointments when it is clear that the supervisor will not be able to make all commitments, contacts other people to attend meetings in lieu of supervisor when necessary, and makes calendar available to supervisor and others to minimize conflicts in scheduling. Independently notes and follows up on commitments made at meetings and conferences by staff members. Performs other administrative and clerical work in support of the office/organization. Establishes, updates, and maintains office procedures and records of various types that may be needed or will assist in the efficient operation of the office. Provides advice and guidance to FFSP staff and other clerical personnel on administrative, clerical, and procedural requirements and instructions, and assists in solving problems to which existing guidelines can be applied. Develops, establishes, and maintains office procedures to ensure effective and efficient operations regarding the administrative, clerical, and procedural work of the unit. Updates tracking or suspense files for unclassified document control as required. Establishes, maintains, purges, and disposes of files and records in accordance with established regulations and procedures. Responsible for other duties as assigned. Requirements Conditions of Employment Qualifications General Experience: Two years of progressively responsible clerical, office, or other work that indicates ability to acquire the particular knowledge and skills needed to perform the duties of the position. Qualifications Required: Knowledge of the policies, regulations, procedures, and reporting requirements governing the programs of the FFSC. Knowledge of the FFSC mission, functions, and programs. Knowledge of the military lifestyle, the unique challenges faced by service members/families and the array of services available to address these issues either through work assignment or life experience as a military sponsor, military dependent or similar. Skill in communicating with clients to obtain factual 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. Knowledge of the duties, priorities, commitments, policies, and program goals of the organization sufficient to perform non-routine assignments. Proficiency in grammar, spelling, punctuation, capitalization, and format to prepare and edit written correspondence and reports. Knowledge of extensive rules, procedures, operations, functions, and commitments applied to administrative assignments to screen calls and visitors; maintain multiple calendars; prepare, review and edit documents; locate and assemble information for various reports; maintain files/records, and to plan and prepare travel arrangements. Experience with various office automation software (word processing, spreadsheet, data base, presentation software, etc) to include Microsoft Office products, specifically Microsoft Excel, Microsoft Word, and Microsoft Outlook, to produce a wide range of documents that often require complex formats, such as graphics or tables within text, to edit and reformat electronic drafts, and to update and revise existing databases or spreadsheets. Must have ability to learn new systems and various software packages and their integration compatibilities. Education This job does not have an education qualification requirement Additional Information Employees (and family members) who require medical or dental care in the overseas location will be responsible for obtaining and paying for such care. Access for civilian employees and their families to military medical and dental treatment facilities is on a space-available and reimbursable basis only. ADDITIONAL DUTIES Makes travel arrangements, such as scheduling, transportation, making reservations, and preparing travel orders and vouchers, based on general travel intentions, known traveler preferences, and in accordance with appropriate travel regulations. Prepares, consolidates, submits and maintains time and attendance records in accordance with established procedures. Requisitions office supplies, printing support, and related materials and services. Uses office automation software with varied functions to produce a wide range of documents that often require complex formats, such as graphics or tables within text, editing and reformatting electronic drafts, and updating or revising existing databases or spreadsheets. 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. Develops methods and procedures for office automation tasks, and identifies and solves problems in existing methods or procedures. 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. Some positions have special requirements. Selection may be tentative pending the completion of the satisfactory employment reference checks and receipt of proof of education (where applicable). Selectee may be required to complete a one (1) year probationary period. Participation in the Direct Deposit/Electronic Fund Transfer is required. Salary is commensurate with experience and/or education.