Total 3 job vacancies by Veterans Benefits Administration

• Performs the administrative and personnel management functions relative to staff supervised. Establish guidelines and performance expectations for staff, which are clearly communicated through the formal employee performance management system. Observes workers' performance; demonstrates and conducts work performance critiques. Develops work improvement plans for the team, recommending personnel actions as necessary.
• Provides advice and counsel to employees related to work and administrative matters. Affects disciplinary measures as appropriate to the authority delegated. Reviews and approves or disapproves leave requests to maintain appropriate staffing levels for the division. Assures that subordinates are trained and fully comply with the provisions of all For Official Use Only 3 safety regulations. Hears and resolves complaints from employees engaging in ADR/mediation as needed.
• Builds and manages the workforce based on organizational goals, budget considerations and staffing needs. Recruits, selects, appraises and rewards staff; acts to address performance problems. The incumbent ensures performance plans for all assigned employees are properly created and utilized. Utilizes the division's employee recognition and award program.
• Mentors team employees, addresses individual learning needs and effectively offers feedback to identify and correct deficient areas. Provides or arranges technical training necessary for the accomplishment of individual and team tasks.
• Resolves personnel complaints or disciplinary problems with assistance from NCCM and human resources technical experts.
• Responds to calls transferred to the supervisory escalation queue or the Public Contact Representative (PCR) needs assistance in providing a response. Resolves calls received at this level by either answering the call immediately or by taking responsibility for "call back."
• Inspires, motivates, and guides others toward goal accomplishment, Coaches, mentors, and challenges subordinates; adapts leadership styles to a variety of situations; models high standards of honesty, integrity, trust, openness, and respect for the individual by applying these values to daily behaviors.

Starting at $74,441 Per Year (GS 12)

Primary duties include but are not limited to the following:

• The National Contact Center (NCC) centralizes VBA's contact center activities and provides greater consistency and higher quality service by customer-facing employees.
• NCC employees may have contacts via telephone, email, video, or chat with the public for the purposes of (1) advising and providing information on benefits and rights; (2) explaining pertinent legal provisions, regulations, and related administrative practices and their application to specific cases; (3) assisting individuals regarding how best to provide needed documents and evidence required, and/or (4) initiating inquiries to resolve errors, delays, or other problems in obtaining benefits. The employees will also assist with the completion of claim and appeal related work.
• Assists the inquirer with determining the short-term and long-term circumstances that might influence a choice between various benefits. Programs include, but are not limited to, compensation and pension benefits, home loan eligibility, education, health care, life insurance, burial benefits, vocational rehabilitation services, fiduciary assistance, general Social Security Administration benefit programs, and other Federal, state, and local domestic relations and assistance programs.
• Explains the types of documents necessary to facilitate timely processing of claims and appeals and assists with obtaining and completing such documents and forms in accordance with the type of claim or appeal being submitted.
• Explains VBA rating decisions and provides explanations for the decisions using extensive knowledge of VA benefits and services, claim and appeal processing procedures, and all pertinent information available within the systems of record.
• Performs claim or appeal related work including, but not limited to, providing comprehensive claim or appeal status updates using mandatory scripting requirements, processing change of address requests, establishment of, or change to direct deposit banking information, burial allowance claims, dependency claim, etc.
• Appropriately responds to interactions where the customer wishes to speak/discuss to a "supervisor," by attempting to deescalate the interaction by immediately addressing the inquirer's needs prior to referral for a contact by a supervisor

Work Schedule: National Contact Operations are Monday through Friday, Office Operations Hours: 8:00 a.m. to 8:00 p.m. Alternate 8 hours work schedules are available and will be determined upon offer/hire.

Virtual: This is not a virtual position. This is a remote position.

Where You'll Work: This is a 100% remote position. Selectees will work 100% of the time in a non-VA-owned space (usually personal residence) outside of the local commuting area of a parent station. Successful candidates should expect to work Monday through Friday as part of a distributed team that services up to 35,000 Veteran callers each day between operational hours 8:00 a.m. to 8:00 p.m.

How You'll Work: The VBA will provide everything necessary to succeed remotely. The employee will be required to travel to the closest VA Regional Office, VA Medical Center, or other VA facility for issuance of equipment, and as needed for technical support. Government furnished equipment includes a computer/laptop, camera, monitor screens and headset. You will use a secure VPN to access Microsoft Office products and specific communications software including a soft phone to educate and connect Veterans with the benefits they have earned. Simply put, all new employee training, coaching, daily communications, and Veteran-focused operations will occur outside and away from the traditional office setting.

Promotion Potential: The selectee may be promoted to the full performance level without further competition when all regulatory, qualification, and performance requirements are met. Selection at a lower grade level does not guarantee promotion to the full performance level.

Work Schedule: National Contact Operations are Monday through Friday, Office Operations Hours: 8:00 a.m. to 8:00 p.m. Alternate 8 hours work schedules are available and will be determined upon offer/hire.
Telework: Not applicable, this is a remote position.
Position Description/PD#: Legal Administrative Specialist (Contact Representation)/ GS05 - 43032A , GS07- 23032A and GS09 - 03032A
Relocation/Recruitment Incentives: Not Authorized
Financial Disclosure Report: Not required
Bargaining Unit Position: Yes

Starting at $39,576 Per Year (GS 5-9)

The Assistant Coach is responsible for planning, programming, coordinating, supervising, managing, directing and/or reviewing all activities for their assigned area of responsibility. Responsible for advising the Coach on the daily operation of their team to include reporting daily operational problems and needs to achieve goals and objectives of the Veterans Contact Center (VCC) VBA benefits programs as they relate to the VCC.

Under the supervision of the Coach, the incumbent leads individuals in performing the work of the Legal Administrative Specialist/Public Contact Representation (LAS/PCR) position. Exercises supervisory authorities and responsibilities, as delegated, involving work assignment and review, as well as the administrative and personnel management functions relative to the staff supervised. Duties include but are not limited to:

• Performs the administrative and personnel management functions relative to staff supervised.
• Observes workers' performance; demonstrates and conducts work performance critiques.
• Develops work improvement plans for the team, recommending personnel actions as necessary.
• Provides advice and counsel to employees related to work and administrative matters.
• Reviews and approves or disapproves leave requests to maintain appropriate staffing levels for the division.
• The incumbent ensures performance plans for all assigned employees are properly created and utilized.
• Utilizes the division's employee recognition and award program.
• Mentors team employees, addresses individual learning needs and effectively offers feedback to identify and correct deficient areas. Provides or arranges technical training necessary for the accomplishment of individual and team tasks.
• Resolves personnel complaints or disciplinary problems with assistance from the Coach and/or call center manager.
• Responds to calls transferred to the supervisory escalation queue or the Legal Administrative Specialist (Contact Representative) needs assistance in providing a response.
• Resolves calls received at this level by either answering the call immediately or by taking responsibility for "call back." But referring calls of greater difficulty/not easily resolved to the Coach.
• Inspires, motivates, and guides others toward goal accomplishment, coaches, mentors, and challenges subordinates.

Work Schedule: Full-Time, Monday through Friday
Compressed/Flexible: Available, based on agency/local policy.
Remote: Yes
Position Description/PD#: Supervisory Legal Administrative Specialist (Assistant Coach)/ PD# 40097A
Financial Disclosure Report: Not required
Promotion Potential: None, this position is at the full performance grade level.

Starting at $72,553 Per Year (GS 11)