This position provides Network-wide human resource support work in the VISN Shared Service Unit (SSU) to entails determining the approach and methods needed to ensure Worklife Benefits, Leave Administration, Reasonable Accommodation, Recruitment & Placement, Employee & Labor Relations, HR Information Systems, and General Human Resources inquiries are addressed in a timely fashion for front-line employees and applicant customers.

Duties

Duties include, but are not limited to: This position is 100% customer service based. Expected to be a resource of information on procedures, policies, and directives related to all functional areas of Human Resources Must be adept at providing operational solutions to any HR problem, with many inquiries received possessing a range of possible solutions. Will be expected to provide the best possible solution for both the customer and the Office of Human Resources. Incumbent's primary method of customer interaction is via telephone and electronic mail. Required to maintain efficient operation of digital telephonic system, managing multiple phone lines and a phone queue. Incumbent maintains and updates a variety of computerized databases, maintains statistical data necessary to comply with the reporting requirements of the Network/VACO (VA Central Office), records and gathers data. Must be able to handle multiple calls under pressure in a stressful setting and exhibit a high degree of interpersonal communication. Work is performed in a communication center setting, assisting callers and dispensing information to primarily employees, applicants, managers, and senior leaders, as well as occasionally the general public. Individual must possess the ability to function with a variety of demands, making changes and adjustments in activities to ensure calls are processed in an organized, expeditious, and efficient manner. Customer service skills will be utilized within the office environment with co-workers, clinical and administrative staff, and on each telephone interaction. The complexity of the position directly related to answering a high volume of phone calls, triaging and addressing broad-range HR inquires or accurately capturing and directing complex HR matters, and identifying the most urgent of HR matters for rapid escalation. Accomplishment of these tasks requires a moderate understanding of all HR disciplines, with are interconnected and complex. Clearly and comprehensively communicates with customers of any origin in order to provide assistance, guidance, and information in order to resolve the issue where possible; and if unable to resolve, immediately routes issue to most appropriate HR representative. Maintains a professional demeanor at all times and is responsible for keeping management informed of matter affecting a smooth, cooperative workflow. Participates in the quality improvement process by providing ideas and suggestions within the work area. Takes a proactive approach to helping customers with problems and inquiries. Incumbent screens questions or complaints from employees, applicants, managers, senior leaders, and the general public by determining the nature and scope of the problem. Informally resolve issues that can be satisfied by an explanation of personnel policies or procedures and refers significant problems to the appropriate HR Specialists. Provides information and assistance to employees and supervisors based on interpretation of regulations and rules. Responds to applicant inquiries regarding procedures for completing applications, status of job announcements, hiring procedures, and onboarding tasks, such as physical requirements, PIV/Security procedures, and NEO reporting. Work Schedule: Monday through Friday, 7:45 am to 4:15 pm Position Description Title/PD#: Human Resources Assistant (HR Contact Center)/PD12947A Physical Requirements: Performance of the incumbent's duties may require extensive waling per day to meet with the facility managers and other personnel. The work performed is of a precise nature requiring long periods of concentration that is often interrupted. Incumbent is often faced with changing priorities and meeting deadlines. Must be in overall good health, able to sit at a desk working on a computer, engage in light to moderate physical activity including sitting, walking, bending, and carrying supplies. Must be able to perform primarily light and sedentary duties with occasionally moderate physical demands, exercise patience, and control emotions, with reasonable accommodation if necessary, without endangering the health and safety of the employee or others. Position requires walking throughout the department and/or Medical Center, standing for extended periods of time, and involves sitting at a computer and in counsel and consultation with Veterans and customers. Position may require minimal travel. Position involves extensive telephone connectivity and work - must be able to understand and decipher requests when verbiage is inconsistent with written policies and directives. Promotion Potential: The selectee may be promoted to the full performance level without further competition when all regulatory, qualification, and performance requirements are met. Selection at a lower grade level does not guarantee promotion to the full performance level.

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 09/25/2023. GS-05 grade level: One year of specialized experience (equivalent to the GS-04 grade level in the federal service); experience that equipped the applicant with the particular knowledge, skills and abilities (KSA's) and other characteristics to perform successfully the duties of the position, and that is typically in or related to the work of the position to be filled, in the normal line of progression for the occupation in the organization. Specialized experience includes: experience as a secretary, extensive computer usage, experience using multi-line telephone systems, experience utilizing a drive-thru headset system, mulit-tasking as a significant part of the position, any customer serviced based position. OR Applicants may substitute education for the experience required for the GS-05 level. The education requirement is 60 credit hours, or a completed bachelor's degree, from any education institution, accredited by the Department of Education, in any generalization or specialty. OR Applicants may also combine education and experience to qualify at the GS-05 level. To calculate, first identify the percentage of required education you have earned (when substituting, you cannot use the first 60 semester hours that you earned). Then identify the percentage of required experience you possess. Add the two percentages. The total percentage must equal at least 100 percent to qualify at the GS-05. For example, an applicant who has 9 semester hours of graduate level education (i.e. 50% of graduate education required) and 6 months of creditable specialized experience (i.e. 50% of the required experience) would equal 100% of the required experience for the position A transcript must be submitted with your application if you are basing all or part of your qualifications on education. GS-06 grade level: One year of specialized experience (equivalent to the GS-05 grade level in the federal service); experience that equipped the applicant with the particular knowledge, skills and abilities (KSA's) and other characteristics to perform successfully the duties of the position, and that is typically in or related to the work of the position to be filled, in the normal line of progression for the occupation in the organization. Specialized experience includes: broad-based understanding of people, issues, and services provided within the Human Resources department, experience working in any subspecialty of a Human Resources department, reviewing and researching multiple ranges of solutions for the best possible solution, operation of a multi-line telephone system and phone queue, drafting professional documentation, supporting a medical or administrative unit as a secretary. There is no educational substitution for the GS-06 level. 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. You will be rated on the following Competencies for this position: CommunicationsEmployee BenefitsHuman Resources ManagementTelecommunications 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. 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 VHA VISN 19 Human Resources 4100 E MISSISSIPPI AVENUE SUITE 1100 Denver, CO 80246-3056 US
• Name: Andre Suber
• Email: [email protected]