Operations Analyst
GS-301-12
This position is located within the Office of the Regional Director (RD) or the Field Office Director (FOD). The incumbent performs a variety of duties in direct support of the responsibilities and activities of the RD/FOD and other professional staff. The incumbent functions as a generalist.
Assists the RD/FOD and Supervisory Operations Officer in the resolution of complaints and inquiries reported to the RD/FOD 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/FOD 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/FOD 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
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 skill in collecting and
analyzing 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.
The Regional Director, Supervisory Operations Officer, and/or Field Office Director, makes assignment 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.
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.
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 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 innovative solutions to critical problems affecting community outreach programs or issues related to a range of associated program applications.
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.
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.
The work of the position is
principally sedentary. No special physical demands are requires.
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.