Operations Analyst

GS-301-11

(see changes in red below. The original PD also had a “statement of difference” explaining the GS-11 position and GS-12 Position)

INTRODUCTION

 

         This position is located within the Office of the Regional Director (RD) or the Field Office Director (FD). The incumbent performs a variety of duties in direct support of the responsibilities and activities of the RD/FD and other professional staff. The incumbent functions as a generalist.

 

DUTIES AND RESPONSIBILITIES

 

         Assists the RD/FD and Supervisory Operations Officer in the resolution of complaints and inquiries reported to the RD/FD office. Serves as an initial point of contact for the office on a myriad of complaints and issues. Resolves routine complaints/issues, whenever possible and keeps the immediate supervisor informed of unresolved issues.

 

         Assists in providing support to the Public Affairs function. As instructed facilitates setting up media events, conferences, forums, etc. Prepares the daily and weekly compilation of important press and news items.

 

         Assists the RD/FOD in analyzing and identifying areas of customer service in need of improvement. Researches material relevant to customer service and recommends ways to improve customer service and disseminates information of interest to customers.

        

         As directed participates in meetings with HUD clients, elected officials or their key aides to trouble shoot and assist in resolving problems of a controversial nature. Provides assistance in developing solutions and in making recommendations to the RD/FD and or immediate supervisor. The incumbent deals with issues that involve a wide spectrum of HUD programs.

 

         The incumbent provides assigned program assistance to the RD/FD or designated management official in monitoring and evaluating the effectiveness of integrated service delivery for the geographic area.

 

         Assists in the coordination of HUD programs with other Federal, state and local agencies and planning organizations to assure effective program linkages. Participates in meetings with grantees, and representatives of federal agencies, banking executives, industry clients and other customer groups to explain HUD program requirements.


 

 

         Responsible for providing assistance with cross-program coordination as necessary, to properly integrate and focus HUD program efforts on issues at hand or problems of concern to the RD/FOD.

 

         Provides a range of administrative and technical support functions.

 

         Tracks controlled correspondence to ensure deadlines are met.

 

         Tracks FOIA requests to ensure that deadlines are adhered to; notifies appropriate officials of slippage of deadlines; collects fees as necessary from public requesters.


FACTOR LEVEL DEFINITIONS

 

Factor 1.  Knowledge Required by the Position

 

         Requires knowledge of a variety of HUD programs and community outreach initiatives sufficient to plan and conduct an analysis of situations that have been identified as problematic requiring a reasonable solution within appropriate timeframes.

 

         Requires knowledge of business and industry practices, policies and concepts to assist in providing quality advisory services to HUD current and potential customers and clients.

 

         Requires ability to collect and analyze data to prepare reports that address inadequacies in customer service and program outreach efforts, and to assist in developing solutions to resolves the problems or issues. (In the first PD received, this statement read, “Requires skill in collecting and analyzing data to prepare reports…”)

 

 

Factor 2. Supervisory Controls

 

         The Supervisory Operations Officer, or Field Office Director, makes assignments in terms of a general outline of objectives to be achieved and their priority. While the incumbent independently plans and carries out assignments, the incumbent seeks advice from the supervisor on how to deal with or resolve sensitive or controversial issues. Completed work is reviewed for soundness of approach in dealing with issues, and conformance with controlling management policies. (In the first PD received, this Factor originally read, “The Regional Director, Supervisory Operations Officer, and/or Field Office Director, makes assignments in terms of a general outline of objectives to be achieved and their priority. The incumbent independently plans and carries out assignments, conferring with the supervisor to establish deadlines and resolve policy questions. Informs the supervisor of controversial community issues and consults on how to resolve the situation. Completed work is reviewed for soundness of overall approach in dealing with issues, and conformance with controlling management policies.”)

 

Factor 3. Guidelines

 

         Guidelines are basic HUD administrative policy statements, regulations, instructions, as well as Departmental memoranda. Other guidelines include federal, state and local directives and legislative proposals. Often these guidelines lack specificity to complex community and customer issues, thus requiring the incumbent to develop relevant data, prudent judgment and creativity in the selection, interpretation and adaptation of these guidelines as a source of reference in resolving complex community problems, issues and initiatives.

 

Factor 4. Complexity

 

         The work of the position is concerned with projects, community resource issues that require analysis of related issues regarding the effectiveness, efficient and productivity of substantive management and community operations functions. The incumbent evaluates the effectiveness, overall adequacy and economic soundness of community program issues. (In the first PD received, this sentence read, “The incumbent assists in evaluating the effectiveness, overall adequacy and economic soundness of community program issues.”)

 


Factor 5. Scope and Effect

 

         The purpose of the work is to ensure that the objectives of the Regional Director, or Field Office Director, and the Department are being met within community outreach program guidelines. Also, the purpose of the work is to assist in identifying and providing solutions to critical problems (In the first PD received, the wording was “providing innovative solutions to critical problems”) affecting community outreach programs or issues related to a range of associated program applications.

 

Factor 6. Personal Contacts

 

         Personal contacts include a significant group of management officials who are empowered to make decisions. This category includes other federal officials, program directors and supervisors, business and community groups, tenant advocacy groups and users of HUD programs.

 

Factor 7. Purpose of Contacts

 

         The purpose of the contacts is to exchange dialogue and to explain HUD program requirements and to provide persuasion in influencing local groups to accept the Regional Director or the Department’s point of view or policy position. The purpose of contacts also involves exchanging dialogue with representatives at conferences, summits, forums, and meetings convened to deal with a wide variety of issues of considerable consequence or importance. (In the first PD, this Factor originally read, “The purpose of the contacts for the incumbent is to exchange dialogue and to provide persuasion in influencing local groups to accept the Regional Director or the Department’s point of view or policy position including local or statewide housing and community development issues. The purpose of contacts also involves presenting HUD goals and viewpoints on behalf of management at professional conferences, summits, forums, and meetings convened to deal with a wide variety of issues of considerable consequence or importance.”)

 

Factor 8. Physical Demands

 

            The work of the position is principally sedentary. No special physical demands are requires.

 

 

Factor 9. Work Environment

 

         The work involves frequent exposure to moderate discomforts, risks, or unpleasantness associated with an office environment. The work also requires meeting with local community groups in non-traditional office environments.