The incumbent of this position supervises staff who adjudicate and authorize Veterans' compensation and pension claims. The incumbent of this position is responsible for ensuring that the team's quality and timeliness of service meets performance indicator goals. The Supervisor Veterans Service Representative (VSR) works in the Veterans Service Center (VSC).

Duties

Responsible for determining non-rating eligibility for VA benefits and providing information and assistance to Veterans and their dependents regarding the benefits available under laws and regulations administered by VA and other agencies. Advises subordinates or division leadership on the daily operation of the assigned team (s) in order to achieve goals and objectives of VA benefits programs as they relate to the BEST team. Effectively plans and assigns work to the team, understanding the relationships of tasks routinely assigned to the team. Expert in all phases of the claims activity that directs and, as needed, develops ways to improve production, timeliness and quality of the work. Ensures the BEST team's quality and timeliness of service meets performance indicator goals. Guarantees continuous staff productivity throughout tour of duty to accomplish local and national performance goals of the BEST team. Directs, plans and assigns work priorities for subordinates and has technical authority over the final work product. Recognizes and/or recommends specific training needs of subordinates as a result of observation, performance management or program changes to provide the best service to their customers. Informs supervisor and division level management of changes to programs and how the changes affect other programs administered by VA and interprets laws, regulations and rules to ensure compliance. Liaises with other government and non-government agencies to facilitate cooperative efforts/exchanges in programs benefiting Veterans. Analyzes, interprets and applies sound judgment so that consistent outcomes are accomplished where existing guidelines do not readily yield identical decisions on similar facts. Technical proficiency and responsibility for interpreting and applying all pertinent laws, rules, regulations, and policies pertaining to VA claims processing. Advices, counsels, instructs individual employees on technical and administrative matters. Assigns special projects based on local and national workload priorities, completing Systematic Analyses of Operations (SAO), and ensuring that the team's efforts support the overall goals of the BEST team. Serves as subject matter expert when responding to higher level inquiries or obtaining necessary information or evidence to ensure pending claims are properly adjudicated. Gathers and interprets a wide range of qualitative and quantitative data to recommend appropriate actions. Manages small group dynamics to ensure BEST goals are met. Understands and is sensitive to objectives of the EEO program and promotes workforce diversity through recruitment, coaching and developmental activities, consistent with the merit system principles. Maintains effective labor/management relationships and accomplishes personnel management duties in accordance with applicable laws, policies, labor/management agreement, and employment opportunities, laws, directives and regulations. Receives and resolves employee complaints or grievances, taking appropriate corrective action when necessary. Refers more serious complaints and grievances to division level management along with recommendation for action.

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 supervisory probationary period
• Subject to background/security investigation.
• Selected applicants may 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, 10/28/2023. 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-12 position you must have served 52 weeks at the GS-11. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials. NOTE: To support your claim that you have the required time-in-grade, you must submit your most recent promotion, within-grade increase, or appointment SF-50 (Do NOT submit an SF-50 for an award or general adjustment). If you previously held a higher grade, you must also submit any SF-50 showing that grade. AND Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade level (GS-11) in the normal line of progression for the occupation in the organization. Specialized Experience is defined as: Performance of technical assignments affecting the entire field of VA's compensation and pension (C&P) benefits programs. These assignments would have required interpretation of the full range of C&P laws and regulations, to include precedent opinions of the Court of Appeals for Veterans' Claims and authoritative opinions of the General Counsel. Experience may have been gained as a VSR Authorizer, RVSR, AQRS or DRO. Examples of specialized experience would typically include, but are not limited to: Quality assurance or auditor functions related to claims processing and benefit determination. Adjudication and authorization of compensation, pension, and claims. Determination to reconsider claims appeal cases and preparation/presentation of such cases. 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.

Education

Education may not be used or combined to qualify for this position.

Contacts

• Address Pittsburgh Regional Benefit Office 1000 Liberty Avenue Pittsburgh, PA 15222 US
• Name: Simone Riquelme
• Phone: 313 596-7200
• Email: [email protected]