The primary purpose of the position is to provide supervision, guidance, and assistance to Contact Representatives (CRs) in the performance of their duties. The PCC operations business line supports multiple nation-wide VA programs and facilities and/or business units, the Consolidated Mail Outpatient Pharmacies and Veterans Integrated Service Networks. This recruitment will be used to fill 1 position in either Topeka, KS or Waco, TX

Duties

The primary purpose of the position is to provide supervision, guidance, and assistance to Contact Representatives (CRs) in the performance of their duties. CRs respond to questions and resolve issues and concerns of Veterans, Veteran family members and/or legal representatives, the public, and VA employees concerning pharmacy support activities and administrative processes related to pharmacy services provided to our nation's Veterans. The PCC operations business line supports multiple nation-wide VA programs and facilities and/or business units, the Consolidated Mail Outpatient Pharmacies and Veterans Integrated Service Networks. Performs administrative and human resource management functions relative to staff supervised Establishes guidelines and performance expectations for staff, which are clearly communicated through both formal and informal performance management evaluations Completes performance appraisals on all employees in accordance with guidelines Resolves informal complaints and grievances. Recommends personnel actions, including disciplinary and performance-based actions, when appropriate Develops new or proposed policies, procedures, and guidelines and makes recommendations to management on the need for new or modified policies, some of which will have agency-wide impact. Completes daily, monthly, quarterly, and annual reports and statistical data analyses as required by management Perform other duties as assigned Work Schedule: This call center is 24/7/365, and your shift will be anytime between Sunday through Saturday, including nights, weekends, and holidays (Hours are TBD) Telework: 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. Virtual: This is not a virtual position. Position Description/PD#: Supervisory Contact Rep/PD03089A Financial Disclosure Report: Not required

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 09/11/2023. 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-09 position you must have served 52 weeks at the GS-07/08. 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. 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: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-07/08 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: 1) Communicates feedback to subordinate staff through formal and informal performance management evaluations. 2) Monitors and analyzes statistical reports, contact with the public, supervisory personnel reports, and employees of the call center. 3) Provides guidance and expertise in Benefits and Services activities in relation to the program functions. 4) Corrects deficiencies by reassigning work assignments, assigning training, requests additional staff assistance, and overtime (if required). 5) Provides oversight of subordinate staff work, priorities, guidelines, and performance expectations. 6) Maintains data on production and timeliness of actions and/or operations. 7) Initiates recruitments and hiring actions that includes applying nondiscriminatory practices and affirmative actions related to merit promotion and staffing needs. You will be rated on the following Competencies for this position: Administration and ManagementHuman Resources ManagementOrganizational Awareness 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 sedentary with no special physical demands. Work may involve talking for long periods of time and often involves long periods of interaction at computer terminals. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.

Education

There is no educational substitution at this grade level

Contacts

• Address VHA Member Services 3401 SW 21st St Bldg 9 Topeka, KS 66604 US
• Name: VHA National Recruitment Center
• Phone: (844)456-5208
• Email: [email protected]