Public Information Specialist

About the company

Organizational Location: There are (6) positions with the Department of Homeland Security, within U.S. Customs and Border Protection, Office of Commissioner, Intergovernmental Public Liaison, CBP Information Center, located in Washington, DC.

Your tasks

This position is located in the Department of Homeland Security (DHS), U.S. Customs and Border Protection (CBP), Office of the Commissioner (OC), Intergovernmental Public Liaison (IPL), CBP Information Center (CIC), which serves as the agency's primary liaison with the worldwide public. The CIC supports CBP's mission to facilitate legitimate trade and travel by providing accurate and timely information regarding CBP regulations, procedures, policies, and programs in a professional and expedient manner. The Center is responsible for handling all public inquiries and complaints received by the agency, ensuring that each is addressed appropriately, with certain inquiries referred to the relevant office for further action. This position starts at a salary of $57,736.00 (GS-07, Step 1) to $91,815.00 (GS-09, Step 10) with promotion potential to $111,087 (GS-11 Step 10). Typical duties include: Responsible for responding to and answering sensitive and complex inquiries, comments, and concerns, which may involve issues pertaining to CBP programs and policies on issues such as trade, travel, tariffs, quotas, duties, and duty exemptions. Conducting independent research and maintains resource files according to subject matter to keep abreast of CBP activities, policies, procedures, and program changes to prepare answers to complex questions not contained in the answer database and ensure complete and accurate information is provided to the public. Establishing and maintaining resource files according to subject matter to keep abreast of CBP activities, policies, procedures, and program changes to ensure complete and accurate information is provided to the public. Responding to all requests for informational literature from individual travelers, travel organizations and business firms regarding CBP procedures and regulations, keeping in mind classified information as well as the Freedom of Information Act. GS Salary: Visit this link to view the locality pay tables by geographic area. If you do not see your geographic area listed, select the "Rest of United States" pay table. Some positions fall under a special pay rate depending on the series, grade level and location of the position. Please visit this link to view special pay rate charts.

• Reporting incidents of incorrect information and alerting managers of problems;
• Providing complete and accurate information to the public;
• Answering routine inquires, comments, and complaints;
• Identifying correct answers to questions or appropriate solutions to customers.

• Maintaining resource files to keep abreast of activities, policies, procedures, and program changes;
• Disseminating accurate and timely information;
• Responding to all inquiries and complaints or directing them to the appropriate office for action;
• Providing alternative solutions and options to often complex problems.

Requirements

Experience: You qualify for the GS-07 grade level if you possess 1 year of specialized experience equivalent to at least the next lower grade level, performing duties such as:

Experience: You qualify for the GS-09 grade level if you possess 1 year of specialized experience equivalent to at least the next lower grade level, performing duties such as:

Education Substitution GS-07: Successful completion of one year of full-time graduate education from an accredited college or university may substitute for the experience required at this level. This education must demonstrate the knowledge, skills, and abilities necessary to do the work. Check with your school to determine how many credit hours comprise a year of graduate education. If that information is not available, use 18 semester or 27 quarter hours. OR A bachelor's degree with Superior Academic Achievement (SAA) may also substitute for the experience required. It is based on (1) class standing, (2) grade-point average (i.e., GPA 3.0 or higher of a possible 4.0, excluding pass/fail credits. Pass/fail credits cannot be more than 10% of total credits), or (3) honor society membership. Review Superior Academic Achievement (SAA) to see if you qualify under this provision. Please see www.opm.gov for additional information.

Education Substitution GS-09: A master's degree; or two full years of graduate education leading to such a degree; or a J.D. or an LL.B. This education must demonstrate the knowledge, skills, and abilities necessary to do the work. Check with your school to determine how many credit hours comprise a year of graduate education. If that information is not available, use 36 semester or 54 quarter hours.

Combining Education and Experience: Combinations of successfully completed post-high school education and experience may be used to meet total qualification requirements, and may be computed by first determining the total qualifying experience as a percentage of the experience required for the grade level; then determining the education as a percentage of the education required for the grade level; and then adding the two percentages. The total percentages must equal at least 100 percent to qualify for that grade level. Only graduate education in excess of the amount required for the next lower grade level may be used to qualify for GS-9.

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

You must

• Meet all qualification requirements, including education if applicable to this position, subject to verification at any stage of the application process; and
• Meet all applicable Time in Grade requirements (current federal employees must have served 52 weeks at the next lower grade or equivalent grade band in the federal service) by 11/18/2026.

Residency: There is a residency requirement for all applicants not currently employed by CBP. Individuals are required to have physically resided in the United States or its protectorates (as declared under international law) for at least three of the last five years. If you do not meet the residency requirement and you have been physically located in a foreign location for more than two of the last five years, you may request an exception to determine if you are eligible for a residency waiver by meeting one or more of the following conditions:

• Working for the U.S. Government as a federal civilian or as a member of the military
• A dependent who was authorized to accompany a federal civilian or member of the military who was working for the U.S. government
• Participation in a study abroad program sponsored by a U.S. affiliated college or university
• Working as a contractor, intern, consultant or volunteer supporting the U.S. government

• You must be a U.S. Citizen to apply for this position
• Males born after 12/31/1959 must be registered with Selective Service
• Primary U.S. residency for at least three of the last five years (additional details below)
• All pre-employment processes will be conducted in English
• You may be required to pass a background investigation

Selective Placement Factor: Applicants that do not possess the following experience will be rated as ineligible for the position:

• Must be able to read, write, and speak fluent Spanish.

How to apply

NOTE: Your resume must explicitly indicate how you meet this requirement, otherwise you will be found ineligible. Please see the "Required Documents" section below for additional resume requirements.

Please see the Qualifications and Required Documents sections for more information if education is applicable to this position. Are you qualifying based on education? Submit a copy of your college transcript (unofficial is acceptable at this time; however, official copies will be required prior to entrance on duty) or a list of coursework with hours completed provided from the institution. Do not submit transcripts as a PDF Portfolio. Education must be from an institution accredited by an agency recognized by the U.S. Department of Education. Education obtained from a foreign university or college is not creditable unless it has been evaluated by an organization that specializes in interpretation of education credentials. Note: If submitting documentation of an evaluation, transcripts are still required. For a listing of some accrediting agencies see NACES | Credentials Evaluations Provided by NACES Members. See Recognition of Foreign Qualifications for more information.

Other

The Office of Personnel Management (OPM) must authorize employment offers made to current or former political appointees. If you are currently, or have been within the last 5 years, a political Schedule A, Schedule C, Non-career SES or Presidential Appointee employee in the Executive Branch, you must disclose this information to the Human Resources Office.

Background Investigation: U.S. Customs and Border Protection (CBP) is a federal law enforcement agency that requires all applicants to undergo a thorough background investigation prior to employment in order to promote the agency's core values of vigilance, service to country, and integrity. During the screening and/or background investigation process, you will be asked questions regarding any felony criminal convictions or current felony charges, the use of illegal drugs (e.g., marijuana, cocaine, heroin, LSD, methamphetamines, ecstasy), and the use of non-prescribed controlled substances including any experimentation, possession, sale, receipt, manufacture, cultivation, production, transfer, shipping, trafficking, or distribution of controlled substances. For additional information on the preemployment process, review the following link: Applicant Resources | CBP Careers

Probationary Period: All employees new to the federal government must serve a one year probationary period during the first year of his/her initial permanent federal appointment to determine fitness for continued employment. Current and former federal employees may be required to serve or complete a probationary period.

Agency Career Transition Assistance Program (CTAP) Eligibles: If you have never worked for the federal government, you are not CTAP eligible. View information about CTAP eligibility on OPM's Career Transition Resources website. You must submit the supporting documents listed under the Required Documents section of this announcement.

CBP follows the DHS Drug-Free Workplace Plan for drug testing procedures. As an employee of CBP, you will be joining a workforce that is dedicated to accomplishing our mission while maintaining the trust of our Nation by strictly adhering to all government ethics standards. Your conduct will be subject to the ethics rules applicable to all Executive Branch employees, and to CBP employees specifically, as well as the criminal conflict of interest statutes. Once you enter on duty, these rules include obtaining approval for outside employment or business activity, to ensure such employment or business activity is not prohibited and does not interfere or conflict with performance of your official duties. Please review further details via the following link.

DHS uses E-Verify, an internet-based system, to confirm the eligibility of all newly hired employees to work in the United States. Learn more about E-Verify including your rights and responsibilities.

Bargaining Unit: This is a bargaining unit covered position, represented under the National Treasury Employees Unions - NTEU. For local chapter contact information see Chapter Websites - National Treasury Employees Union - NTEU