The Veterans Benefits Administration (VBA), Education Service (EDU), is modernizing its operations to provide world-class customer services that enable timely and accurate management of GI Bill education benefits with a single technology platform (or digital solution). VBA EDU is modernizing the way it operates which will bring new policies, processes, and procedures.

Duties

Specific duties include: Conducting quality reviews to certify timely and uniform dissemination of information regarding education benefit programs administered by VA is occurring, and to take corrective actions if needed. Ensure excellence in customer service and verification of payment accuracy of claims processed and payments provided to Veterans, Service Members, and their dependents. Validate that the customer service information is accurate and in compliance with statutory, regulatory, and published VBA policy guidance, as well as central VA policies and procedures Under supervision of the Supervisor Management and Program Analyst, the incumbent is responsible for conducting quality reviews of either telephone interviews selected via the Calabrio Call Recording system or claims processing reviews out of The Image Management System (TIMS), Benefits Delivery Network (BDN) and Digital GI Bill (DGI). The individual will also be able to research and use the Veterans Information System (VIS) and confirm eligibility and entitlement information for Veterans. Drafting narrative descriptions for reviews. He/she documents errors found and is responsible for providing the appropriate statutory, regulatory, policy, procedural, or other references and guides supporting the error. Identifies patterns of deviation from established policies and procedures and reports such findings to the Supervisor, including as appropriate issues surfacing regarding claims processing or call center inquiries. Drafts initial recommendations for the resolution of identified problems and assists with the development of best practices to be reviewed by the supervisor prior to issuance and makes any changes deemed necessary by his or her supervisor. Assists with analysis of quality report data and identifies error tends or patterns, often working closely with a more seasoned analyst. Through analysis the incumbent assists with the formulation and development of directives, guidelines, policies, plans, or procedures to be utilized to administer or carry out functions supporting operations or the delivery of education benefits to Veterans Stays up to date with program operations, new legislation, automated systems, management initiatives, and interacting programs and organizations to develop a fundamental understanding to evaluate new policies and procedures. Conducts long and short-range research, and studies program activities within Education Service to support the organizations business goals and objectives. She/he gathers relevant data to be provided to the chief of the team and assists with making recommendations based on findings. Responsible for preparing and giving presentations to various audiences within Education Service to include VBA senior management, department level executives, employees, and outside agencies. She/he develops presentations covering highlights of new material and provides practical applications and examples. Prepares clear and concise written documents including drafts of quality reports to VBA stakeholders, white papers and memorandum, and answers to Congressional and external stakeholder inquiries Drafting claims for equitable relief and congressional inquiries when as related to claims for equitable relief. The incumbent acts an advisor and consultant to the Supervisor of Education Service's Quality Assurance team on precedent determinations involving decisions on individual cases and national issues regarding, procedural, and operations aspects of those programs. May act as an agent for his/her immediate supervisor when called upon to do so in meetings or presentations and leads in-house efforts. He or she performs other duties as assigned. 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. The grade progression for this position is GS-11/12/13. Work Schedule: Full time, Monday through Friday, 8 am - 4 pm Compressed/Flexible: Available Telework: Available Virtual: This is a virtual position. NOTE: This is not a remote position. This position will be located at a duty station in either Atlanta, GA, Buffalo, NY, Muskogee, OK, or Washington, DC. The selectee must physically report to the local regional office in one of these locations as the official duty station on a routine basis. Current employees of the St. Louis Regional Office are eligible to apply and remain at their current duty location. Telework for this position is available per agency and program policy. Position Description/PD#: DGIB National Quality Processing; PD# 41469-A, 41470-A, 41471-A 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:11/28/2023. TIME-IN-GRADE REQUIREMENT: Applicants who are current Federal employees, former Federal employees applying for reinstatement, or a current federal employee applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment must meet time in grade requirements. 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. NOTE: This does not apply to Non-Federal Applicants, or applicants applying for consideration under Non-Competitive Authority (i.e.... "30% or more Disability", VRA, and/or Schedule A). To verify your eligibility, you must submit a copy of your most recent Notification of Personnel Action, Standard Form 50 (SF-50). You must provide a copy of your most recent SF-50 that indicates proof of status, and shows Time in Grade (for example, you were a career or career-conditional employee) and identifies your position title, series, grade, step, salary, tenure, and type of service (Competitive or Excepted). 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 also submit your most recent promotion or within-grade increase in addition to your recent SF-50. If you previously held a higher grade, you must also submit any SF-50 showing that grade. DO NOT submit Award SF-50's and/or General Adjustment SF-50's as they cannot be used to prove time-in-grade. For a GS-11 position you must have served 52 weeks at the GS-09 level. For a GS-12 position you must have served 52 weeks at the GS-11 level. For a GS-13 position you must have served 52 weeks at the GS-12 level MINIMUM QUALIFICATION REQUIREMENT: You may qualify based on your experience and/or education as described below: GS-11 Grade Level: Specialized Experience: Examples of specialized experience would typically include but are not limited to: experience assisting with processing claims within Education Service or conducting quality reviews within Education Service. Applicants should also possess evaluation and research skills when making decisions on claims-based benefits. Experience communicating through statutory language, explaining benefits in correspondence, and reports, preparing presentations of data, and presenting briefings to communicate findings and recommendations; project management; and explaining results of quality reviews . Education Substitution: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have A Ph.D. or equivalent doctoral degree or 3 full years of progressively higher level graduate education leading to such a degree or LL.M., if related. Transcripts (official or unofficial) must be submitted when using any part of education to qualify. A transcript must be submitted with your application if you are basing all or part of your qualifications on education. GS-12 Grade Level: Specialized Experience: Examples of specialized experience would typically include but are not limited to: proficient level of knowledge and experience with processing claims within Education Service or conducting quality reviews within Education Service. Applicants should also possess evaluation and research skills when making decisions on claims-based benefits. Experience communicating through statutory language, explaining benefits in correspondence, and reports, preparing presentations of data, and presenting briefings to communicate findings and recommendations; project management; and explaining and defending results of quality reviews. Education Substitution: No educational substitute at the GS-12 grade level. GS-13 Grade Level: Specialized Experience: Examples of specialized experience would typically include but are not limited to: comprehensive and considerable level of experience with processing claims within Education Service or conducting quality reviews within Education Service. Applicants should also possess evaluation and research skills when making decisions on claims-based benefits. This includes from multiple sources or references, such as the M22-4, M22-3, Code of Federal Regulations, and benefit delivery systems. Experience communicating through statutory language, explaining benefits independently in correspondence, and reports, preparing presentations of data, and presenting briefings to communicate findings and recommendations; project management; and explaining and defending results of quality reviews. Education Substitution: No educational substitute at the GS-13 grade level. Combining Education & Experience: If you do not fully meet the length of experience and education described for a specific grade level (e.g. have six months of experience and some coursework but not a degree), the two can be combined to total 100% of the requirement. Click here for more information. Volunteer Experience: 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. Full vs. Part-Time Employment: Full-time employment is considered to be at least 35 hours per week. Part-time experience will be credited on a pro-rated basis; when including part-time employment in your resume you must specify the average hours worked per week. Physical Requirements: The work is sedentary, although some slight physical effort may be required. 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

A transcript must be submitted with your application if you are basing all or part of your qualifications on education.
Education must be accredited by an accrediting institution recognized by the U.S. Department of Education to be credited towards qualifications. Provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.

All education claimed by applicants will be verified upon appointment. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript to receive credit.

Contacts

• Address VBA Human Resources Center - Central Office 810 Vermont Ave NW Washington, DC 20420 US
• Name: Krystal Boyd
• Phone: 410-230-4400
• Email: [email protected]