American Citizen Services Assistant - All Interested Applicants/All Sources at U.S. Embassy South Africa

Duties

• The American Citizen Services (ACS) Assistant provides both passport, citizenship, and special consular services for U.S. citizens in Post’s consular district.  Serves as one of the primary points of contact for U.S. citizens in the consular district and maintains a network of public and private sector contacts who may be able to assist U.S. citizens.  Communicates directly with citizenship applicants and U.S. citizens in distress and assists in the preparation of emergency messaging and website updates.  Works with the ACS Chief, consular officers and other Post staff on crisis preparedness and response.  Performs administrative duties and supports other consular section units as required. 

CITIZENSHIP SERVICES

• The American Citizen Services (ACS) Assistant manages the provision of passport and citizenship services for the Consular Section’s ACS Unit.  Performs intake of U.S. passport, Consular Report of Birth Abroad, and Loss of Nationality applications, as well as notarial requests.  Ensures the requisite applications are complete and that necessary supporting documents and evidence are submitted in strict accordance with Chapters 7 and 8 of the Foreign Affairs Manual (FAM), the Code of Federal Regulations (CFR), and the Immigration and Nationality Act (INA).  Processes cases to the point of final review and adjudication by a Consular Officer. Flags fraud concerns to the Consular Officer, ACS Chief and/or the Fraud Prevention Unit (FPU) for further investigation as appropriate.  The job holder ensures filing and record keeping is consistent with regulations and standard operating procedures.

SPECIAL CONSULAR SERVICES

• The job holder provides assistance to U.S. citizens in distress.  This includes, but is not limited to, assisting victims of crime and destitute U.S. citizens, participating in welfare and whereabouts visits, and supporting hospital and prison visits.  The job holder liaises with local hospitals, hotels, airports, prisons, guest houses, restaurants, shelters, travel agencies, airlines, and other local contacts to provide appropriate assistance.  Builds and maintains a network of external contacts at these and other institutions who can assist U.S. citizens in distress

COMMUNICATION

• The job holder serves as the main point of contact for all U.S. citizen customers, providing excellent customer service and positively representing the U.S. government.  Drafts templates and respond to inquiries regarding U.S. nationality issues and policies, including loss of nationality.  The job holder drafts individual responses to the full range of public and Congressional inquiries regarding passports and citizenship as well as special consular services.  The job holder shares responsibility for the maintenance of Post’s MASCOT notification system and for the upkeep and distribution of sensitive and security-related information to U.S. citizens in the consular district
• The job holder communicates changes in policy guidance and new procedures to both internal and external contacts.  Maintains regular communication and coordination with necessary contacts with local governmental and non-governmental organizations that are important to the ACS unit’s work – police, hospitals, airlines, customs, immigration, social welfare, emergency management, and other agencies  as well as with clubs and associations of U.S. citizens in the host country.  The job holder counsels mission staff on the entire range of passport and citizenship matters, including office procedures, laws and regulations, policies, and consular applicatioon

ACCOUNTABILITY

• The job holder is responsible and accountable for proper handling of controlled items and information, including managing and safeguarding personally identifiable information (PII) of U.S. citizens daily; acting at all times in accordance with the Privacy Act; sharing responsibility with other ACS assistants and supervisors when dealing with EPDP books and foils, passport barcodes and consular seals.  Job holder is personally accountable for receipt and safeguarding of numbered items.  Maintaining and securing physical and electronic subject matter files and/or chronological files in accordance with Department regulations.  Preparing, maintaining and submitting sensitive paper passport record to the Department according to the FAM.

Qualifications and Evaluations
Requirements:
All selected candidates must be able to obtain and hold a: [HR DELETE THE OPTION THAT DOES NOT APPLY]

Public Trust security clearance. 

• All selected candidates will be subject to a background investigation and may be subject to a pre-employment medical exam.  
• Selected candidate must be able to begin working within a reasonable period of time 12 weeks upon receipt of agency authorization and/or clearances/certifications or their candidacy may end.

Education Requirements:

• Completion of two years of college or university studies is required.
• Please address this factor in your ERA application under Education.

Evaluations:

• You will be evaluated against the qualifications and requirements in this vacancy announcement. 
• You may be asked to complete a pre-employment language or skills test.
• You must complete the application form and provide the required documents.  Your application must address all the position qualifications and requirements including education, experience, language, and any knowledge/skills/abilities listed.  If you fail to submit a complete application, then your application may be disqualified for this position.

Qualifications:
Experience:

• Minimum two years of administrative work, case management, or customer service work experience. 
• Please address this factor in your ERA application under Major Duties and Responsibilities.

Language: 

• English - Fluent, speaking/reading/writing, may include the ability to translate 
• Afrikaans - Fluent, speaking/reading/writing, may include the ability to translate 
• Please address this language requirement in your ERA application. 

Job Knowledge:

• Knowledge of local cultural, social, and legal environment.
• Please address this factor in your ERA application under Major Duties and Responsibilities.

Skills And Abilities:

• Knowledge and skills of MS Word, Outlook, Excel, and Power Point are required.  
• Must be able to act independently and exercise sound judgment at all times. Initiative, common sense, and tact are required to meet unexpected and unique situations.  
• Discretion is required to uphold privacy rights of U.S. citizen customers.  
• Must be able to maintain working relationships with local officials; this includes representing Post with high-level contacts.  Must be able to work professionally and productively with contacts and customers from all backgrounds.

Closing Date: 02/16/2026