Supervisory Veterans Service Representative (VSR)

Veterans Benefits Administration•Milwaukee, WI

4d•Onsite

About The Position

The Supervisory Veterans Service Representative (Coach) leads an assigned team within the Benefits Eligibility Support Team (BEST). The team provides information, advice, and assistance on Veterans benefits claims administered to Veterans and their dependents, as well as outreach services to stakeholders. The incumbent oversees claims-processing work, advises division leadership on team operations and performance, coordinates with government and non-government agencies, and supervises personnel. The role is full-time, Monday through Friday, 7:00 a.m. to 3:30 p.m. The position is eligible for situational ad hoc telework only, with required reporting to the official duty station each scheduled workday; routine or recurring telework is not authorized. This is not a virtual position. The position is at the GS-13 level and requires one year of specialized experience equivalent to GS-12 in the Federal Service, including experience performing Assistant Coach duties, supporting Coaches, meeting quality and timeliness goals, and using resources cost-effectively. Education requirements do not apply.

Requirements

U.S. citizenship.
For current or former Federal employees who held a GS grade within the past 52 weeks, meet the GS-13 time-in-grade requirement: 52 weeks at GS-12.
At least one year of specialized experience equivalent to GS-12 in the Federal Service, involving technical assignments affecting VA Compensation and Pension Benefits Programs and interpretation of applicable laws, regulations, or authoritative opinions.
Specialized experience performing Assistant Coach duties and assisting Coaches, ensuring team quality and timeliness meet performance goals, and using resources cost-effectively.
Selective Service registration is required for males born after December 31, 1959.
Subject to a background/security investigation and completion of online onboarding and I-9 employment eligibility requirements.
Must serve a one-year probationary period; selectees may also be required to serve a one-year supervisory probationary period if not previously completed in a Federal position.
Submit the required SF-50 documentation to establish time-in-grade eligibility, if applicable.
Full-time is considered at least 35 hours per week; part-time experience is credited on a prorated basis and must state average hours worked per week.

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 team operations, including performance and workload management, to achieve VA benefits program goals and objectives.
Liaise with government and non-government 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 recommending appointments, promotions, or reassignments.
Oversee responses to higher-level inquiries and the gathering of 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.
Ensure team service quality and timeliness meet performance indicator goals and use resources cost-effectively to achieve assigned outcomes.