Supervisory Veterans Service Representative (Coach)

About the role

The Veterans Service Representative (Coach) leads an assigned team within the Veterans Service Center (VSC) division through a staff of personnel responsible for providing information, advice and assistance on all types of Veterans benefits claims administered to Veterans and their dependents and for providing outreach services to various stakeholders.

This is not a remote position; the selectee will be required to report in person to the Little Rock Regional Office.

What you will do

• The Supervisory Veterans Service Representative (Coach) leads an assigned team within the Veterans Service Center (VSC), BEST, or Pension Management Center division through staff personnel responsible for providing information, advice, and assistance on all types of Veterans benefits claims administered to veterans and their dependents and for providing outreach services to various stakeholders.
• Typical duties include, but are not limited to: Directs, plans, and assigns work priorities for subordinates, demonstrates expertise in all phases of claims processing, and has final technical authority over the final work product.
• Advises the division manager or assistant division manager on the daily operation of assigned teams (e.g. performance and workload management), to achieve goals and objectives of VA benefits programs as they relate to the division.
• Liaises with other government and non-government agencies such as Veterans Service Organizations (VSO) to facilitate cooperative efforts/exchanges in programs benefiting veterans.
• Responsible for supervising personnel (e.g. issues supervisory instructions, evaluates subordinate performance, hears and resolves employee complaints, effects disciplinary actions, identifies training needs, and conducts interviews to include making recommendations for position appointments, promotions, or reassignments).
• Provides oversight when responding to higher level inquiries or obtaining necessary information or evidence to ensure pending claims are properly adjudicated.
• Maintains effective labor/management relationships and accomplishing personnel management duties in accordance with applicable laws, policies, labor/management agreements, and employment opportunities, laws, directives, and regulations.
• Promotion Potential: None.
• The full performance level of this position is GS-13.
• Work Schedule: Regular office hours, Monday - Friday, 8:00 AM - 4:30 PM.
• Alternate work schedules may be available at management's discretion.
• Compressed/Flexible: Not Available Telework: This position is eligible for situational (ad hoc) telework only.
• The selectee is required to report to the official duty station each scheduled workday.
• Telework may be approved only on a case-by-case basis with supervisory approval.
• Routine or recurring telework is not authorized for this position.
• Virtual: This is not a virtual position.
• Position Description/PD#: Supervisory Veterans Service Representative (Coach); PD02101A Relocation/Recruitment Incentives: Not Authorized Financial Disclosure Report: No

Requirements

• As a condition of employment for accepting this position, you will be required to serve a 1-year probationary period during which we will evaluate your fitness and whether your continued employment advances the public interest.
• In determining if your employment advances the public interest, we may consider: your performance and conduct; the needs and interests of the Agency; whether your continued employment would advance organizational goals of the Agency or the Government; and whether your continued employment would advance the efficiency of the Federal service.
• Upon completion of your probationary period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.
• Additional Conditions of Employment are as follows: You must be a U.S. Citizen to apply for this job Selective Service Registration is required for males born after 12/31/1959 You may be required to serve a probationary or trial period Selectees are required to serve a one-year supervisory probationary period if not previously completed in a Federal position.
• Designated and/or random drug testing may be required Subject to background/security investigation Selected applicants will be required to complete an online onboarding process.
• Acceptable form(s) of identification will be required to complete pre-employment requirements I-9 Acceptable Documents.
• Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.

How you will be evaluated

IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC.

WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE.

You will be evaluated based on how well you meet the qualifications listed in this vacancy announcement. Your qualifications will be evaluated based on your application materials (e.g., resume, supporting documents), your responses on the application questionnaire, and your responses to all assessments required for this position.

You will be assessed on the following competencies (knowledge, skills, abilities, and other characteristics): Conflict Management Influencing/Negotiating Manages Resources Partnering Planning and Evaluating Communication: Effectively expresses information to multiple audiences through clear convincing oral and written communications; demonstrates logical thinking when describing facts an concepts, and shapes communications to meet the needs of a specific audience; actively listens to others and demonstrates understanding of their comments and/or questions.

Conflict Management: Manages and resolves conflicts, confrontations, and disagreements in a positive and constructive manner to minimize negative personal impact.

Leadership: Inspires, motivates, guides and mentors others toward goal accomplishment; models high standards of honesty, integrity trust, openness, and respect for individuals by applying these values to daily behaviors.

Problem Solving: Identifies and analyzes problems; uses sound reasoning to arrive at conclusion; finds alternative solutions to complex problems; distinguishes between relevant and irrelevant information to make logical decisions; provides solutions to problems.

Technical Competence: Uses knowledge that is acquired through formal training or extensive on-the-job experience to perform one's job; works with, understand, and evaluates technical information related to the job; advises others on technical issues.

Overstating your qualifications and/or experience in your application materials or application questionnaire may result in your removal from consideration. Cheating on an assessment may also result in your removal from consideration.Narrative responses are not required at this time.

If you are referred for consideration, you may be asked to submit additional job related information, which may include, but not limited to; responses to the knowledge, skills and abilities; completion of a work sample, and/or an interview.Your resume and/or supporting documentation will be verified. Please follow all instructions carefully.

Errors or omissions may affect your rating or consideration for employment.

Documents you must provide

• To apply for this position, you must provide a complete application package to include the documents detailed below.
• Failure to submit the required documents may result in your application being considered incomplete and you being deemed ineligible.
• It is your responsibility to ensure your application package (resume, supporting documents, and responses to the questionnaire) is complete, accurate, and submitted by the closing date.
• We will not request additional documentation or accept late or missing documents after the announcement has closed.
• Resume, limited to 2-pages, detailing specialized experience and competencies as they relate to this position.
• For each position in your resume, you must specify the start and end dates (month/year) and a description of duties.
• If the position was Federal, you must also indicate the grade level.
• Resumes containing a general summary of all positions held, not specifying start/end dates, and/or not including Federal grade level(s) are insufficient to determine basic qualifications.
• Your most recent NON-AWARD SF-50.
• The SF-50 must indicate proof of status and should identify your position title, series, grade, step, salary, tenure, and type of service (Competitive or Excepted).
• Your SF-50 reflecting when you entered your highest grade (e.g., Promotion, Appointment, etc.) in order to verify time-in-grade requirements.
• Additional Documents accepted: Most recent Performance Appraisal (VA Form 0750) Award SF-50s CTAP documentation - RIF notice, SF-50 showing VA employee, and performance appraisal.
• Please make sure you have included other documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50's (current/former Federal employees), documentation to support Veterans Preference claims, or ICTAP/CTAP documentation (for displaced Federal employees).
• You will not be contacted for additional information.SF-50, Notification of Personnel Action (if applicable for Time in Grade and/or Eligibility): Most recent SF-50 if you are a current or former Federal employee An SF-50 showing 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 Award 50's, Change in Tenure SF50's, Change in Bargaining Unit SF50's do not provide sufficient information and will not be accepted for the purpose of verifying time-in-grade.
• Examples of appropriate SF-50's include: Within grade increases at the highest grade held; or Promotions with an effective date more than one year old; or SF-50's at the highest grade held with an effective date more than one year old.

Benefits

Reasonable Accommodation (RA) Requests: VA is committed to ensuring all applicants have equal access to the assessment process. If you require reasonable accommodation to complete the VA Supervisory Situational Judgment Test (SSJT), please contact *** as soon as possible.

Requests will be considered on a case-by-case basis in accordance with the Rehabilitation Act of 1973, as amended. To determine if you need a RA, please review: Procedures for Requesting a Reasonable Accommodation for Online Assessments. (***)

What to expect next

Once your online application is submitted you will receive a confirmation notification by email. After we receive application packages (including all required documents) and the vacancy announcement closes, we will review applications to ensure qualification and eligibility requirements are met.

After the review is complete, a referral certificate(s) is issued and applicants will be notified of their status by email. Referred applicants will be notified as such and may be contacted directly by the hiring office for an interview. All referred applicants receive a final notification once a selection decision has been made.

Referred applicants may be contacted at any time during the hiring process. Please check all forms of communication (including email, voicemail, and spam folders), based on the contact information provided with your application, regularly to ensure you don't miss any updates.

Failure to respond to communications may result in you being disqualified from consideration.

You will receive a final notification of results once a decision has been made. You may check the status of your application at any time by logging into your USA Jobs account and clicking on Applications. Information regarding your application status can be found in the USAJobs Help Center.

Additional information

VA supports the use of telework as a way to help attract and retain talented individuals in public service, increase worker productivity, and better prepare the agency to operate during emergencies. This position may be authorized for telework. Telework eligibility will be discussed during the interview process.

The Career Transition Assistance Plan (CTAP) provide eligible displaced VA competitive service employees with selection priority over other candidates for competitive service vacancies.

To be qualified you must submit appropriate documentation (a copy of the agency notice, your most recent performance rating, and your most recent SF-50 noting your current position, grade level, and duty location) and be found well-qualified (have a final rating of 85 or more) for this vacancy.

Information about ICTAP and CTAP eligibility is on OPM's Career Transition Resources website at *** Placement Policy: The posting of this announcement does not obligate management to fill a vacancy or vacancies by promotion.

The position may be filled by reassignment, change to lower grade, transfer, appointment, or reinstatement. Management may use any one or any combination of these methods to fill the position. It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.

This job opportunity announcement may be used to fill additional vacancies. Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.

Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer (TJO).

Please visit the Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP), *** For more information on the "Who may apply" eligibility requirements, please refer to the OHRM Status Candidates and Other Candidate Definitions document.