The Veterans Claims Examiners (Education Quality and Training Specialists) are located at the VBA Regional Office Education Division in Buffalo, New York. They are an integral part of the Education quality assurance program and serve as a key technical advisors to the Veterans Claims Examiners (VCEs) and Senior Veterans Claims Examiners (SVCEs) assigned to the Regional Office.

Duties

Major Duties: The Quality/Training Specialist is responsible for performing quality reviews for the SVCEs, VCEs, Work Study and Upstream staff in accordance with an established monthly schedule. Some of the cases reviewed for the station will be subject to national review. The Quality/Training Specialist performs individual quality reviews to determine the quality level of individual SVCEs, VCEs, Work Study and Upstream staff for purposes of individual performance standards. The Quality/Training Specialist also conducts focused, "specialized reviews" for cases to determine the accuracy of claims actions taken. Such reviews are for station-level feedback and improvement only and will not be used for individual performance standard purposes. The incumbent tracks and analyzes all authorization single signature proficiency and training comprehension errors for the station and for individuals, to include errors called by Central Office. The Quality/Training Specialist is responsible for sharing authorization quality trend information with management on an ongoing basis and with VCEs during training sessions. The individual develops reports and discusses report findings with the Education Officer, Coaches, and employees on a routine basis. Maintains secure records showing the cases reviewed and the types and numbers of errors found as required by the performance standards. The incumbent reviews products or activities for quality of performance and enters the results into national checklists. Evaluates and identifies deficiencies of all elements of the claim processing and authorization. Provides an explanation of errors and includes comments where attention is warranted. Returns competed claims called in error for correction. The goal of reviews is to improve performance especially in eligibility, entitlement, and payment accuracy. When warranted, assists Coaches in conducting expanded reviews if individual performance is found to be deficient. Interacts with supervisory personnel through discussions of an individual claims that have been reviewed. Explains rationale and provides appropriate citation to support an error call. As determined by local union and management agreement, may provide feedback to VCE. Prepares national quality reports and provides personnel in the regional office who are authorized to request and receive such reports. Performs administration functions (i.e., providing feedback on reviews and maintaining reports). Utilizes national review results and identifies trends to recommend training for VCEs. Analyzes available data showing station quality levels to determine training needs of lower-graded VCEs. Evaluates training programs and uses the findings in planning, developing and installing new or modified programs. Reviews surveys and staff studies, analyzes problems and trends, and develops or revises policy to correct deficient areas. Responsible for overseeing annual training requirements are met by individuals and results are tracked and reported properly. Prepares reports of all training accomplished and planned for the RPO. Administers Training and Performance Support System (TPSS) modules, proctors and scores testing, and reports testing results for the Division to representatives, and other positions with Education Service. May be required to provide presentations at training seminars and conferences. Serves as the liaison with other training managers and for training activities. Responsible to coordinate with Education Service and other Divisions in the RPO as necessary for larger training initiatives. The incumbent provides assessments to the first-line supervisor detailing strengths and weaknesses observed in VCEs and identify ways for improvement in performance. He/she provides periodic assessments to division management on the quality of the work produced by all authorization personnel, including trainees. The incumbent develops methods for mentoring members of the team on the technical aspects of the job in a manner which addresses individual learning needs and effectively offers feedback to identify and correct deficient areas. Serves as a technical advisor to management and team leaders. Performs in-depth research, analyzes operating contingencies and special situations. Assists technical managers and staff in developing claims processing solutions. Promotion Potential: Position is at the full performance level Work Schedule: 8am to 4:30pm Telework: Available in accordance to agency policy Compressed Schedule: Available Virtual: This is not a virtual position. Position Description/PD#: 37744A Relocation/Recruitment Incentives: Not Authorized Financial Disclosure Report: Not required

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 probationary period
• Subject to background/security investigation
• 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, 11/22/2023. 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. 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. To support your claim of time in grade, you must submit your most recent appointment, promotion, or within grade increase SF-50 (not an award or general adjustment SF-50). Some applicants may have to submit more than one SF-50 to demonstrate their eligibility. See the required documents section for more information. You may qualify based on your experience as described below: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade (GS-11) in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Making sound, well-informed, objective decisions, and perceiving the impact and implications of decisions; committing to action, even in uncertain situations, to accomplish organizational goals; Implementing change. Developing new insights into situations and applies new solutions to problems, and/or designing new methods where established methods and procedures are no longer suitable. Providing constructive feedback to others while developing them to perform and contribute to the organization through innovative formal and informal learning methods. General experience in education claims processing requiring research, interpretation and application of basic information, regulations, or guidelines and sharing that information with others. Experience as a Subject Matter Expert (SME) for claims processing. Reviewing and authorizing claims. Working independently with limited, to no, supervisory intervention. Experience in writing letters, adding inserts and sending clear, concise information to claimants. 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 physical effort may be required to perform the duties of the position. The incumbent may sit to do much of the work and extensive use of a computer is required. The nature of the work may place the incumbent in stressful situations and the incumbent must possess a high degree of emotional stability and the maturity and judgment to complete the work assignments. Some standing, walking, bending, and light lifting may be required. Working Environment: Most work is generally performed under common business office conditions at a Regional Office, or other approved site. The work environment involves everyday risks or discomforts that require normal safety precautions typical of such places as offices, meeting and training rooms, libraries, or commercial vehicles. The work area is adequately lit, heated, and ventilated. Work is typically performed under common business office conditions at the regional processing office. This position may require occasional travel to attend training sessions, conferences, and meetings. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at http://://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.

Education

There is no educational substitution at this grade level.

Contacts

• Address Buffalo Regional Benefits Office 130 S. Elmwood Ave. Buffalo, NY 14202 US
• Name: Kimberly Sumner
• Phone: 716-857-3821
• Email: [email protected]