Supervisory Veterans Service Representative (Coach)

Veterans Benefits Administration•Indianapolis, IN

10d•Onsite

About The Position

The Supervisory Veterans Service Representative (Coach) leads an assigned team within a Veterans Service Center (VSC), BEST, or Pension Management Center division. The team provides information, advice, and assistance on Veterans benefits claims administered to Veterans and their dependents, and conducts outreach to stakeholders. The position is selected at the full performance level, GS-13. The work schedule is full time, Monday through Friday, 8:00 a.m. to 4:30 p.m. Compressed or flexible scheduling may be available, with hours determined by the hiring office. The position is eligible for situational (ad hoc) telework only, with supervisory approval; the selectee must report to the official duty station each scheduled workday. This is not a virtual or remote position. The Coach directs team operations and work priorities, oversees claims processing and quality, and has final technical authority over the team's work product. The role advises division leadership on team performance and workload management, coordinates with government and nongovernment agencies, and supervises personnel. A one-year supervisory probationary period may be required if not previously completed in a Federal position. A one-year employment probationary period may also be required.

Requirements

U.S. citizenship.
For current Federal GS employees, meet the GS-13 time-in-grade requirement: 52 weeks at GS-12 by the announcement closing date.
For current VBA employees requesting reassignment or change to a lower grade, currently hold GS-13 or higher, with current-position promotion potential of at least GS-13.
At least one year (52 weeks) of specialized experience equivalent to GS-12 in the normal line of progression. Specialized experience involves technical assignments affecting VA Compensation and Pension Benefits Programs, such as interpreting applicable laws and regulations or relevant court and General Counsel opinions.
Specialized experience examples include performing Assistant Coach duties, assisting Coaches with daily responsibilities, ensuring team quality and timeliness meet performance goals, and using resources cost-effectively to achieve team outcomes.
Submit an SF-50 documenting time-in-grade eligibility when applicable; additional SF-50 documentation may be needed if the most recent form does not establish a full year at the required grade.
Male applicants born after December 31, 1959, must be registered with Selective Service.
Complete any required probationary period, background/security investigation, and online onboarding process; provide acceptable identification for I-9 employment verification.
There are no educational substitutions for the GS-13 grade level.

Responsibilities

Oversee responses to higher-level inquiries and efforts to obtain information or evidence needed to properly adjudicate pending claims.
Direct, plan, and assign work priorities for subordinates; demonstrate expertise in all phases of claims processing; and exercise final technical authority over the final work product.
Advise the division manager or assistant division manager on daily team operations, including performance and workload management, to help achieve program goals and objectives.
Liaise with government and nongovernment agencies, including Veterans Service Organizations, to facilitate cooperative efforts and program exchanges benefiting Veterans.
Supervise personnel by issuing instructions, evaluating performance, resolving employee complaints, taking disciplinary actions, identifying training needs, conducting interviews, and making recommendations regarding appointments, promotions, or reassignments.
Maintain effective labor-management relationships and carry out personnel management duties in accordance with applicable laws, policies, agreements, directives, and regulations.
Perform other duties as assigned.