Supervisory Veterans Service Representative (Coach)

Veterans Benefits Administration • Albuquerque, NM

11d • Onsite

About The Position

The Supervisory Veterans Service Representative (Coach) leads an assigned team within the Veterans Service Center division. The team provides information, advice, and assistance concerning Veterans benefits claims administered to veterans and their dependents, as well as outreach services to stakeholders. The position directs team operations and has final technical authority over the team’s work product.

The role advises division management on daily operations, performance, and workload management; coordinates with government and non-government agencies, including Veterans Service Organizations; and supervises personnel. Supervisory responsibilities include setting instructions, evaluating performance, resolving employee complaints, taking disciplinary action, identifying training needs, conducting interviews, and recommending appointments, promotions, or reassignments. The position also oversees responses to higher-level inquiries and the gathering of information or evidence needed to properly adjudicate pending claims.

This is a full-time position, Monday through Friday, with a stated schedule of 6:00 AM to 4:00 PM. Compressed or flexible scheduling is available. The position is not virtual and requires reporting to the official duty station each scheduled workday. Situational (ad hoc) telework may be approved case by case with supervisory approval; routine or recurring telework is not authorized. The position requires an eight-week training session, which may involve travel, and a one-year supervisory probationary period if not previously completed in a Federal position.

Requirements

• One year of specialized experience equivalent to GS-12, evaluating the quality and timeliness of services provided by teams and serving as a technical lead for work involving the development, examination, adjustment, reconsideration, or authorization of settlements of claims filed by veterans, their dependents, or beneficiaries.
• For current Federal GS employees, 52 weeks at the GS-12 grade level by the announcement closing date; current VBA employees seeking reassignment or change to a lower grade must hold GS-13 or higher with promotion potential of at least GS-13.
• VSR Skill Certification at the GS-10 level.
• U.S. citizenship.
• Selective Service registration for males born after 12/31/1959.
• Ability to complete required background/security investigation and applicable probationary or trial period.
• Ability to attend an eight-week training session, which may require travel.
• Ability to participate annually in the VBA-approved Competency Based Training System.
• If using part-time experience for qualification, specify average hours worked per week; part-time experience is credited on a prorated basis.
• No education substitution is available at this grade level.

Responsibilities

• 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 assigned teams’ daily operations, including performance and workload management, to help achieve program goals and objectives.
• Liaise with government and non-government agencies, including Veterans Service Organizations, to facilitate cooperation and exchanges benefiting veterans.
• Supervise personnel by issuing instructions, evaluating performance, resolving employee complaints, taking disciplinary actions, identifying training needs, conducting interviews, and recommending appointments, promotions, or reassignments.
• Oversee responses to higher-level inquiries and obtain necessary information or evidence to ensure pending claims are properly adjudicated.
• Maintain effective labor-management relationships and perform personnel management duties in accordance with applicable laws, policies, agreements, directives, and regulations.

Benefits

• Federal employee benefits package for employees and their families; specific benefits depend on position type and should be confirmed with the hiring agency.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed