The Contact Representative works in the Public Contact area of the regional office and reports to the Supervisory Veterans Service Representative. The incumbent is the first contact for all in person visitors and inquiries related to Veterans Benefits Administration operations and programs. The incumbent performs administrative duties in support of the public contact team.

Duties

MAJOR DUTIES: Greets all visitors to the public contact area and creates a favorable impression. Explains VA benefit programs and entitlement criteria to Service Members, Veterans and their dependents. Assists the claimant with va.gov account access, and the completion of applications and forms. Reviews documents for completeness and accuracy. Processes incoming mail and change of address requests. Determines eligibility and prepares letters. Handles release of information requests by providing copies of documents from claims folders. Responsible for maintaining the integrity of the claims folder during review of files. Determines when an interview is required and when a claim is needed. Utilizes VBMS, MAP-D, SHARE, COVERS and VACOLS systems to input and/or access information in connection with duties of the position. Provides administrative assistance with FOIA requests or inquiries. Researching regulations and providing statistical reports. Facilitates the work-flow between public contact/intake site operations and other teams. Performs administrative duties in support of public contact/intake site. Promotion Potential: NONE Work Schedule: Monday- Friday 7:30am- 4:00pm Compressed/Flexible: No Telework: Not Available Virtual: This is not a virtual position. Position Description/PD#: 385858 Relocation/Recruitment Incentives: Not Authorized Financial Disclosure Report: Not required

Requirements

• 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 period
• Subject to background/security investigation
• Selected applicants will be required to complete an online onboarding process

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 09/14/2023. Time-In-Grade Requirement: Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement. For a GS-07 position you must have served 52 weeks at the GS-06. 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. Note: Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment. You may qualify based on your experience as described below: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-06 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Clerical work which includes handling of information, mail and automated services Basic knowledge of eligibility requirements for veteran's benefits. Facilitates workflow in an office environment. 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. Note: A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment. Physical Requirements: The work is mostly sedentary. However, there may be some walking, standing, and carrying of light items such as papers, books and files from one desk to another or for returning to storage. No special physical demands are 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/.

Education

Education Substitution: There is no education substitution for this occupational series.

Contacts

• Address New Orleans Regional Benefit Office 1250 Poydras St New Orleans, LA 70113 US
• Name: Suintajih Henderson
• Phone: 800-827-1000
• Email: [email protected]