The incumbent will function as a member of the Public Contact Team, located in Norfolk, VA, as an out-based position from the Roanoke Regional Benefits Office. The incumbent will provide specific information and comprehensive assistance with Veterans, their dependents and beneficiaries concerning any matter within the scope of VA benefits and related non-VA benefits based upon accountability in a production environment.

Duties

Coordinate counseling sessions with Veterans, their dependents, and their beneficiaries face to face, regarding all benefits available through the VA, as well as non-VA benefits available through other agencies. Provide broad outreach services utilizing in-person or telephone interviews, and correspond with clients in writing via mail or electronically when possible. Provide explanations for agency decisions using extensive knowledge of VA benefits and services, claims and appeal processing procedures and benefit determination information and all pertinent information available in system of record. Assists with programs involving compensation and pension benefits, home loan eligibility, education, health care, life insurance, burial benefits, vocational rehabilitation services, and other federal, state, and local assistance programs. Prepare technical correspondence to veterans and their dependents providing benefit information, representation rights and response to miscellaneous inquiries. Explain pertinent legal provisions, regulations, and related administrative practices and their application to specific cases Initiate inquiries to resolve errors, delays, or other problems in obtaining benefits. Completes claim and appeal related work. If conducted at less than the full performance level, duties will be developmental in nature.

Requirements

• You must be a U.S. citizen to apply for this job
• Subject to a background/suitability investigation
• May be required to serve a probationary period
• Selective Service Registration is required for males born after 12/31/1959
• A complete application package; Resume, Transcripts, etc.
• 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, 10/04/2023 The Office of Personnel Management's (OPM's) group qualification standards covering white collar occupations in the Federal competitive service can be found: Here To qualify at the grade level of GS-07: Applicants must have one year 52 weeks of specialized experience (equivalent to the GS-05 grade level in the federal or other service). This specialized experience is 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 for this position is defined as: (1) Working under direct supervision or guidance when providing customer service involving; benefit counseling, or claim processing; AND (2) Orating to persons from a wide variety of backgrounds regarding federal, military, state, or private sector benefit programs. OR Applicants may Qualify with Superior Academic Achievement (SAA) for grade GS-7. If you have been awarded a bachelor's degree (or equivalent undergraduate degree) in a curriculum that is qualifying for this position from an accredited college or university, AND that degree meets one of the following superior academic achievement provisions, you may qualify exclusively based on education: a. Ranked in the upper 1/3 of your college class or major subdivision at the time you apply; OR b. Earned election to a national scholastic honor society that meets the requirements of the Association of College Honor Societies other than freshman honor societies; OR c. Earned a grade point average (GPA) of 2.95 or higher on a 4.0 scale based on all completed undergraduate courses or all undergraduate classes completed during the final two years (the final 60 semester hours or 90 quarter hours); OR d. Earned a GPA of 3.45 or higher on a 4.0 scale based on all completed undergraduate courses in your major, or all undergraduate courses in your major completed during the final two years. Regarding the superior academic achievement provisions, if more than 10% of your undergraduate course work (credit hours) was taken on a pass/fail or similar basis, you can qualify only on the basis of your class standing or membership in an honor society. If an applicant is claiming to qualify based on superior academic achievement, it is the applicant's responsibility to submit all documentation with their application that is appropriate in relationship to providing proof that the SAA criteria is met (i.e., ALL unofficial or official college transcripts that include GPA, proof of honor society membership, proof of class standing). OR Applicants may substitute Graduate Education to qualify for grade level GS-7. Applicants may substitute education for experience with at least one full academic year (18 semester hours or 27 quarter hours) of graduate level education from an accredited college or university in a field that demonstrates the knowledge, skills, and abilities necessary to do the work of this position. If you are claiming to qualify based on your education, your application must include an official or unofficial copy of graduate level transcripts that demonstrate this information. OR Applicants may substitute a combination of graduate education and specialized experience to qualify at the grade level of GS 7. If you have some, but not all, of the graduate education described above AND less than one full year of the specialized experience described above, you may qualify by combining the amount of creditable education and experience that you do have. To calculate, first identify the percentage of qualifying education you have as a percentage of one year of study. Next, identify the percentage of specialized experience you have as a percentage of 12 months. Then, add the two percentages. The total percentage must equal at least 100% for you to qualify for the position at the grade GS-7 level. For example, an applicant who has 9 semester hours of graduate education (i.e., 50% of graduate education required) and 6 months of acceptable specialized experience (i.e., 50% of the experience required) would satisfy the qualification requirements for the position. If you are claiming to qualify based on your education, your application must include an official or unofficial copy of college transcripts that demonstrate this information. 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.

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: Here

All education claimed by applicants will be verified by the appointing agency accordingly. 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: Here

Applications submitted without the required supporting documents will not be accepted. An unofficial transcript; statement from the institution's registrar, dean, or other appropriate official; or equivalent documentation is acceptable at the time of application. Education submitted must be appropriately accredited by an accredited body recognized by the Secretary of the U.S. Department of Education. For additional information, refer to the U.S. Department of Education web site at http://www.ed.gov/

Contacts

• Address Roanoke Regional Benefit Office 210 Franklin Rd, SW Roanoke, VA 24011 US
• Name: HRC-Detroit DEU
• Phone: 313-596-7213
• Email: [email protected]