This position is located at the Customer Service Contact Center under the Customer Experience Directorate.

Duties

Major duties include (but are not limited to): Incumbent functions as a knowledge management writer, regarding regulatory and procedure requirements of all IVC programs. Remains informed of anticipated changes in regulations of all Veteran and family member benefit and eligibility issues to identify the need for new or modified scripts. Establishes and maintains internal and external working relationships with IVC staff to ensure scripts are current, accurate and sufficiently broad in coverage to address all Veteran and family member program benefits and eligibility issues. The incumbent of this position performs in the capacity of a scripting writer by generating original material for contact center representatives and other writing projects as needed. Works with Information Technology and Quality Workforce Development staff in the design, development and maintenance of all knowledge management software and databases. Work Schedule: Monday - Friday, 8:00 am - 4:30 pm Compressed/Flexible: May be available 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#: Writer/PD34900A Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 09/19/2023. 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. 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 and/or education as described below: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-07 in the normal line of progression for the occupation in the organization. To be minimally qualified for this position at the GS-09 level, you must meet 4 of the 7 experiences listed below. Specialized experience is: Conveys information and clarifies operations, goals, and activities of an organization to specialized audiences and the public using skill in writing a variety of scripts, policies and correspondence. Utilizes oral communications to obtain material and information needed to inform internal and external audiences of goals, objectives, and accomplishments of an organization. Comprehensive knowledge of a range of program and administrative laws, policies, regulations, and precedents applicable to Veteran and family member program eligibility, health care benefits programs, and claims. Gathers and verifies facts, writes, or edits materials, and develops and presents information to an intended audience. Provides authoritative regulatory interpretations to chiefs, managers, supervisors, and key contact center staff. Defines technical requirements and assists with system design to ensure that software meets program requirements. Establishes criteria to measure and/or predict the attainment of program or organizational goals and objectives. OR, Education (TRANSCRIPTS REQUIRED): Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have a master's or equivalent graduate degree or 2 full years of progressively higher level graduate education leading to such a degree or LL.B. or J.D., if related. Such education must demonstrate the knowledge, skills, and abilities necessary to do the work. OR, Combination (TRANSCRIPTS REQUIRED): Applicants may also combine education and experience to qualify at this level. You must have an combination of specialized experience and education beyond 1 full year of progressively higher level graduate education directly related to the work of the Writer position. You will be rated on the following Competencies for this position: Computer SkillsInformation ManagementPlanning and EvaluatingWriting 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 primarily sedentary, although some slight physical effort may be required (including some lifting, standing and prolonged sitting). 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

A transcript must be submitted with your application if you are basing all or part of your qualifications on education.

Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.

Contacts

• Address Workforce Management - Community Care 120 SE 6th Street Suite 102 Topeka, KS 66603 US
• Name: VHA National Recruitment Center
• Phone: (844)456-5208
• Email: [email protected]