Supervisory Legal Administrative Specialist

The National Call Center (NCC) has been established at VA Regional Offices (RO) to centralize VA's toll-free phone activity to yield greater consistency and quality in phone service. The San Juan NCC provides services both in English and Spanish. The National Call Center Manager (NCCM) provides leadership and direction to the National Call Center (NCC) and coordinates its activities with other NCCs, Regional Offices (RO) and Divisions within the ROs. There is no educational substitution at this grade level.
The incumbent has full responsibility for the operation of the NCC in the states of jurisdiction. Specific duties include, but are not limited to the following:

• The NCCM is responsible for advising and providing information on benefits and rights, explaining pertinent legal provisions, regulations, and related administrative practices and their application to specific cases, and assisting individuals in how best to provide required documents and evidence.
• Serves as the principal advisor on call center issues to the Regional Office Assistant Director/Director.
• Responsible for oversight and management of the NCC and the Inquiry Routing and Information System (IRIS) Response Center; and is the primary interface for Veterans with VA; management of the call center participant correspondence function; and coordination of the Interactive Voice Response System (IVR).
• Directs all call center customer service within the multi-state jurisdiction.
• Facilitates discussions with Veterans' Service Organizations, congressional liaisons, and others at state, regional, and national meetings and conferences.
• Ensures equal opportunities for all NCC and IRC employees and supports EEO goals and is responsible for budgetary controls and expenditures for the National Call Center.

Work Schedule: Monday - Friday 8:00 am - 4:30 pm
Compressed/Flexible: Not Available
Telework: Not Available
Virtual: This is not a virtual position.
Position Description/PD#: Supervisory Legal Administrative Specialist GS-13: 030330
Relocation/Recruitment Incentives: Not Authorized
Financial Disclosure Report: Not Required
Bargaining Unit: No

• For a GS-13 position you must have served 52 weeks at the GS-12.
• If you are a current VBA employee requesting a reassignment or change to lower grade via this vacancy announcement, you must currently hold the GS- 13 (or higher) and the promotion potential of your current position must be at least none.

The grade may have been in any occupation, but must have been held in the Federal service. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade.

MINIMUM QUALIFICATION REQUIREMENT: You may qualify based on your experience described below:

GS-13 Grade Level:

• Specialized Experience: Specialized Experience: is characterized by an overall knowledge of all VA benefit programs as well as a thorough knowledge of general laws affecting veteran's Compensation and Pension benefits and a full and complete knowledge of the laws, regulations, precedent opinions of the Court of Veterans Appeals, authoritative opinions of the General Counsel, and the procedural requirements affecting the entire field of Compensation and Pension benefits programs. Candidates must also have demonstrated in their work experience or training that they possess, or have the potential to develop, the qualities to successfully supervise subordinates and to operate and manage a successful National Call Center.

Volunteer Experience: Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

Full vs. Part-Time Employment: Full-time employment is considered to be at least 35 hours per week. Part-time experience will be credited on a pro-rated basis; when including part-time employment in your resume you must specify the average hours worked per week.

Physical Requirements:This work normally involves mental rather than physical exertion. This position is primarily sedentary with some walking, standing, bending, stooping and carrying of lightweight items (i.e. folders, claims files).

For more information on these qualification standards, please visit the United States Office of Personnel Management's website at http://://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.