Duties

Oversees the day-to-day operations of the Public Information Office (PIO), which provides information to the public about the U.S. Copyright Office, the laws it administers, and associated policies and programs. Establishes and manages office activities to ensure that responses to inquiries are fully responsive and accurate.

Responsible for the operation of an office that answers inquiries relating to copyright and the activities of the Copyright Office, especially the registration and recordation systems and Copyright Claims Board procedures. Inquiries are received by telephone, email, regular mail, and during in-person visits. The answers express the official views of the Copyright Office and require both sound judgment and careful discretion. The incumbent implements innovative and cost-effective means to disseminate copyright information.

Manages an omnichannel contact center, including implementation and workflows, quality assurance programs, scheduling, reporting on call center performance, and assessment of call center staff. Analyzes processes and workflows to identify opportunities to improve efficiency and effectiveness. Implements changes to optimize performance and enhance customer satisfaction. Sets performance metrics and KPIs to evaluate the team's performance, ensuring staff meet or exceed targets for call response time, email response time, customer satisfaction, and other relevant metrics. Develops and implements strategies to improve customer satisfaction and increase efficiency while maintaining qualified trained staff.

Provides day-to-day supervision of the Assistant Section Head as well as other direct reports within the PIO.

Supervises a group of employees at the GS-13 level and below. Provides administrative and technical supervision necessary for accomplishing the work of the unit. Ensures smooth operation of systems in a hybrid work setup. Provides guidance to lower-level staff regarding office policy and procedures. Guides lower-level staff with work assignments and assists with solving work related problems. Handles challenging customer interactions, documenting incidents and reporting to relevant Library of Congress personnel and law enforcement.

Provides administrative and technical supervision relative to the staff supervised. Plans tasks for subordinates, sets and adjusts short-term priorities, and schedules work completion; assigns work to subordinates based on priorities, selective consideration of the difficulty and requirements of assignments, and the capabilities of employees; observes workers’ performance; demonstrates and conducts work performance critiques. Establishes guidelines and performance expectations for staff and clearly communicates these through the formal employee performance management system. Provides informal feedback and periodically evaluates employee performance. Resolves informal complaints and grievances. Recommends appointment, promotion, or reassignment and develops work improvement plans, recommending personnel actions as necessary. Provides advice and counsel to workers related to work and administrative matters.

Effects minor disciplinary measures, such as warnings and reprimands, recommending other action in more serious cases. Reviews and approves or disapproves leave requests and certifies time and attendance records for staff. Assures that subordinates are trained and fully comply with safety regulations and safeguard sensitive and personally identifiable information (PII) of employees. Furthers the objectives of the Library by taking positive steps to assure the accomplishment of diversity and inclusiveness and by adhering to nondiscriminatory employment practices in regard to political, religious, or labor organization affiliation or non-affiliation, marital status, race, color, gender, sexual orientation, national origin, non-disqualifying disability, age, or other non-merit factor.

Coordinates PIO participation in outreach activities designed to increase public education and awareness of the Copyright Office and its services. Oversees and conducts Office presentations for both national and international professional visitors, including government, and copyright industry leaders, student groups and copyright practitioners. As an expert in all copyright program areas, provides information tailored to the visitors’ particular needs. Customizes overviews and presentations based on the audience, the timeframes, and workload considerations of the Copyright Office staff. Trains Copyright Information Specialists to conduct presentations.

Requirements

Conditions of Employment

Conditions of Employment

The Supervisor leads his/her staff toward meeting the Library’s vision, mission, and goals by acting decisively, leveraging diversity and inclusiveness, demonstrating flexibility and resilience, fostering continuous improvement and innovation, and fostering integrity and honesty. To view the Library’s Supervisory Core Competencies click the following link: https://www.loc.gov/extranet/cld/development-programs/supervisor/supervisorcompetencies.html

Library of Congress employees are prohibited from using illegal drugs, including marijuana. The Library is part of the Federal Government and abides by federal law, so regardless of individual state or District of Columbia laws, marijuana use is illegal, considered criminal activity, and can affect your employment at the Library. In addition, past or current drug use and activities (e.g., selling or distributing) may deem you ineligible for employment.

How You Will Be Evaluated

• Benefits

  A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.

  Review our benefits

  Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.

• Required Documents

  As a new or existing federal employee, you and your family may have access to a range of benefits. Your benefits depend on the type of position you have - whether you're a permanent, part-time, temporary or an intermittent employee. You may be eligible for the following benefits, however, check with your agency to make sure you're eligible under their policies.

  Current or former federal employees must submit their most recent Notification of Personnel Action (SF-50 or equivalent).

  Applicants with disabilities may be considered under special hiring procedures and must submit an appropriate certificate of eligibility when applying for this position. The proof or disability/certification may be issued by the State Vocational Rehabilitation Office, Disability Services or Career Services office of the applicant’s college or university, or the Department of Veterans Affairs. The letter must verify that the applicant has a severe disability and must be dated within three years of the date of the application. The program does not accept certification from health care providers. For more information contact the Library's Office of Equal Employment Opportunity and Diversity Programs at 202-707-6024 or email spp@loc.gov. FAILURE TO SUBMIT YOUR CERTIFICATION WILL CAUSE YOUR APPLICATION TO NOT BE CONSIDERED UNDER THE SELECTIVE PLACEMENT PROGRAM.

  If you are relying on your education to meet qualification requirements:

  Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.

  Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.

• How to Apply

  Please carefully follow all instructions under the How to Apply tab to ensure you are considered for the position.
  You are required to apply online for this announcement. We are unable to accept mailed or emailed documents. You must complete the entire application process, including submission of all documents BEFORE this announcement closes. To do so, complete the following steps.
  Step 1: If you do not already have one, create a resume on USAJOBS. Although you must enter your Social Security Number for USAJOBS, this information will not be provided to the Library of Congress.
  Step 2: Review the Job Announcement. We recommend you go to the end of the Qualification and Evaluation section of the job announcement to preview the online questions that you will answer in Step 4. You may wish to customize your USAJOBS resume to ensure that it supports your responses to these questions.
  Step 3: Click on the "APPLY ONLINE" button to the right of this announcement. Follow USAJOBS' instructions to access your account and submit your resume. You will be redirected to the Hiring Management website to complete the application process. If this is your first time in Hiring Management, you will be asked to answer questions related to your eligibility for Federal employment. You will be able to update this information and save it to our account for future announcements.
  Step 4: Once you have completed the eligibility questions, you will be taken directly to the vacancy application questions. Answer all questions honestly and thoroughly. Step 5: Hiring Management offers three options that will electronically attach your documentation to your online application once you finish answering the questions in the job announcement.
  (1) You may select a document that you have already uploaded to USAJOBS for a previous announcement.
  (2) You may electronically upload a document directly from your computer to your application. Be certain to review your complete application for confirmation of the document uploaded and click on "Finished" to be returned to USAJOBS.
  IMPORTANT NOTE: If you have multiple documents of the same kind, e.g. 2 undergraduate transcripts from different schools or 2 SF-50s, etc., be sure that they are all in the same file on your computer or in your USAJOBS profile before uploading them. If you try uploading them individually, only the last one sent will be visible in our system. If you have any questions about this information, please contact the person on this announcement BEFORE the closing date.
  Step 6: Click on "Finish" after you have completed your application. Once you have submitted your application, you can check your status online through your Hiring Management or MY USAJOBS account. Your complete online application and any required supplemental documentation (e.g., SF-50, etc.) must be received by 11:59 p.m. Eastern Standard Time (EST) on the closing date of the announcement. It is your responsibility to ensure that all documents are received on time and that the materials are readable. Failure to do so will result in your application being excluded from consideration for this announcement.
  If you are experiencing any technical difficulty with the online process, you MUST CONTACT THE POINT OF CONTACT FOR THIS ANNOUNCEMENT BEFORE THE CLOSING DATE. For all technical issues please contact jobhelp@loc.gov, no later than 4:30pm EST of the Closing Date. REQUESTS FOR EXTENSIONS WILL NOT BE GRANTED.

  Agency contact information

  Customer Service Center

  Phone

  202-707-5620

  Fax

  000-000-0000

  Email

  JobHelp@loc.gov

  Address

  LIBRARY OF CONGRESS
  101 Independence Ave. SE
  LM-107
  Washington, District of Columbia 20540
  United States

  Next steps

  Please review our evaluation process under Evaluation. You may check the status of your application for this position at any time by logging onto the USAJOBS "My USAJOBS" tab and clicking on "My Applications." You will receive final notification via e-mail when the vacancy has been filled.

• Fair and Transparent

  The Federal hiring process is set up to be fair and transparent. Please read the following guidance.

  • Equal Employment Opportunity (EEO) Policy
  • Reasonable accommodation policy
  • Financial suitability
  • Selective Service
  • New employee probationary period
  • Signature and false statements
  • Privacy Act
  • Social security number request

Required Documents

Clarification from the agency

Anyone may apply - By law, employment at most U.S. Government agencies, including the Library of Congress, is limited to U.S. citizens. However, non-citizens may be hired, provided that other legal requirements are met and the Library determines there are no qualified U.S. citizens available for the position.