Supervisory Veterans Service Representative (VSCM)

Veterans Benefits Administration•Roanoke, VA

4d•Onsite

About The Position

The Supervisory Veterans Service Representative, also known as the Veterans Service Center Manager, manages Veterans Service Center operations through staff responsible for claims processing, advising and assisting veterans and their dependents about VA benefits, and providing outreach to stakeholders. The role directs the division’s personnel and program activities, oversees workload and resource planning, and ensures quality services and work products. The manager serves as the division’s highest technical and professional authority on difficult or critical claims and as a technical advisor to the Regional Office Director on Compensation and Pension programs. The position is full-time, Monday through Friday, 8:00 a.m. to 4:30 p.m. It is primarily office-based and is not virtual. Situational, case-by-case telework may be approved with supervisory approval, but routine or recurring telework is not authorized and the employee must report to the official duty station each scheduled workday. Relocation expenses and services may be authorized. The position requires a Confidential Financial Disclosure Report and a one-year probationary or trial period, including a one-year supervisory probationary period if not previously completed in a federal position.

Requirements

U.S. citizenship.
For current Federal GS employees, meet the GS-15 time-in-grade requirement: 52 weeks at GS-14 by the announcement closing date.
At least one year of specialized experience equivalent to GS-14 in the normal line of progression.
Expert knowledge of veteran benefit programs or VBA business lines and laws affecting veterans’ compensation and pension benefits, sufficient to provide authoritative guidance and direction on claims and appeals processing.
Experience supervising, managing, or serving as a project lead to accomplish performance and project goals.
Knowledge or practical application of employee-relations practices, such as performance- or conduct-based actions, and labor-relations practices, such as grievance processes or negotiations.
Serve a one-year probationary or trial period; selectees who have not previously completed one in a Federal position must serve a one-year supervisory probationary period.
Subject to background and security investigation; complete online onboarding and provide acceptable identification for pre-employment requirements.
Males born after December 31, 1959, must meet Selective Service registration requirements.
Complete a Confidential Financial Disclosure Report (OGE-450) before entering on duty and annually thereafter.
No educational substitution is available at this grade level.

Responsibilities

Plan, organize, coordinate, direct, and control the work of the division.
Direct staffing, placement, assignment, and training of division personnel to manage workflow and productivity.
Direct program activities for delivering VA benefit programs to veterans, dependents, and beneficiaries.
Exercise final authority over the division’s personnel actions.
Ensure proficient use of resources and quality of work and services; establish and write division policies and procedures.
Make final decisions on the most difficult or critical claims that may commit the Federal Government to unusual liability.
Forecast short- and long-range division workloads to plan and budget for funds, staffing, space, equipment, and supplies.
Approve written responses to Congressional, White House, and other special inquiries concerning VA benefits.
Serve as technical advisor to the Regional Office Director on administration of Compensation and Pension programs.
Establish and maintain effective relationships with civic and veteran organizations.
Ensure equal opportunities for division employees and support Equal Employment Opportunity policy and goals.