Supervisory Legal Admin Specialist

The National Contact Center (NCC) is responsible for direct National customer service for the purposes of advising and providing information on benefits and rights; explaining pertinent legal provisions, regulations, and related administrative practices and their application to specific cases; assisting individuals filing claims, including required evidence and how best to provide needed documentation; and resolves errors, delays, or other problems regarding Veteran's benefits. There is no educational substitution at this grade level. The primary purpose of this position is to serve as the Assistant National Contact Center Manager (ANCCM) for the National Contact Center Manager (NCCM). The NCC provides customer service nationally as part of VBA enterprise contact center operations. The ANCCM shares fully with the NCCM responsibility for the direction of all contact center operations. As a full assistant to the NCCM, the incumbent is responsible for assisting the NCCM in providing information and assistance to Veterans, their dependents and survivors regarding their rights to benefits under laws and regulations administered by VA and other agencies.

The incumbent shares fully with the NCCM the responsibility for the day-to-day operation of the NCC. Specific duties include, but are not limited to the following:

-Exercises supervisory authorities and responsibilities involving work assignment and review, providing overall supervision of the entire division, with direct supervision over the Coaches, Assistant Coaches, Training Coordinators, and support staff assigned to the NCC front office
-Establishes guidelines and performance expectations for staff, which are clearly communicated through the formal employee performance management system; observes workers' performance, demonstrates, and conducts work performance critiques; develops work improvement plans for the division.
- Resolves personnel complaints or disciplinary problems and provides for the development and training of individual staff members
- Develops, implements, and monitors a management system of work measurement, quality review, program evaluation and accountability, and a management information reporting system; Identifies and corrects deficiencies recognized through systematic analyses of NCC operations. Improves quality and productivity performance through innovative utilization of staff, materials, equipment, and procedures.
- Builds and manages the workforce based on organizational goals, budget considerations and staffing needs.
- Plans and delegates work, establishes priorities, and assigns work based on the nature and difficulty of the projects
- Manages allocated budgetary resources including authorizing and supervising the expenditure of funds for overtime, equipment, and staff development in an efficient and economical manner.
- Responsible for leading organization change management activities with the NCC to improve business processes and ensure employee adoption in delivering excellent customer service.

Work Schedule: 7:00 am to 3:30pm (MST).
Compressed/Flexible: Not available
Telework: This is a remote position. Selectees will work 100% of the time in a non-VA-owned space (usually personal residence). The employee's workspace must be suitable for conducting business and as such, remote employees are expected to provide a secure, distraction-free home-based worksite with reliable high speed internet connectivity. Successful candidates should expect to work Monday through Friday as part of a distributed team that services 40,000 or more callers each day between the hours of 8 a.m. to 9 p.m. Eastern Standard Time (EST).
How You'll Work: The employee will be required to travel to the closest VA Regional Office, VA Medical Center, or other VA facility for issuance of equipment, and as needed for technical support. Government furnished equipment includes a laptop computer, camera, docking station, monitor screens and headset. A secure VPN will be used to access Microsoft Office products and specific communications software including a soft phone to educate and connect Veterans with the benefits they have earned.
Position Description/PD#: SupervisoryLegal Administrative Specialist GS-13: 397100
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 GS-13.

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. 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 REQUIREMENTS: You may qualify based on your experience as described below:

GS-13 Grade Level:

• Specialized Experience: is defined as comprehensive knowledge of veteran benefit programs or VBA business lines and laws affecting Veterans' compensation and pension benefits to provide guidance and direction on claims and appeals processing. Supervised, managed, or served as a project lead to accomplish performance and project goals; possesses knowledge of employee relations (e.g., performance or conduct based actions) and/or labor relations (e.g., grievance process or negotiations) practices.

The NCCM position is one that requires understanding and experience of employee relations, performance management and labor relations in the VBA setting, particularly from the first-line leader perspective. It is critical that the NCCM has this experience to properly, lead, train, and mentor the dozen or so first-line supervisor who are direct reports, manage human resources, and effectively problem solve NCC issues.

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:The work is mostly sedentary. The employee will be required to talk for long periods of time which occasionally puts a strain on the throat/vocal cords. There are no other special physical demands required to perform the work. There may be some walking, standing, and carrying of light items such as papers, books, claims folders, and files from one desk to another or for returning to storage. Extensive use of a computer and a telephone with a headset is required.

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/.