The incumbent serves as the local CPAC's technical authority on Veterans Services. The incumbent is responsible for reviewing accounts and responding to inquires via verbal or written correspondence to Veterans. Congressional Representatives, Beneficiaries, Service Organizations, U.S. Attorneys, VA Regional Counsel, Department of Justice and VA Regional Office concerning First Party matters. Physical location of the FCCPAC where this position is located is 2500 S. Lakemont Ave. Orlando, FL 32814

Duties

Some of the major duties include, but are not limited to: Reviews accounts and responds to inquiries via verbal or written correspondence. Actively participates in the planning, scheduling and conduct of studies, training programs and organizational strategies to identify opportunities to improve customer service and quality of work performed in section. Manages information and analytical systems to evaluate and enhance the quality of service. Performs analysis of workload to forecast future needs and initiates the necessary action to ensure efficient service delivery. Ensures timely and accurate response to inquiries by thorough research and auditing of the account and responding with findings based on the inquiry. Strategically and actively manages the reports ensuring that all detailed reporting is completed timely, accurately and efficiently. Monitors and reports on the status and progress of work, checking on work in progress and reviewing completed work to see that the instructions on priorities, methods, deadlines and quality have been met. Directs the development of the most critical and complex diagnostic measures reporting mechanisms to showcase and spotlight areas in need of improvement or areas that have excelled in reporting. Reviews, analyzes and drafts replies concerning all types of First Party debts related to health care, erroneous payments, credit memoranda and other miscellaneous debts due the Federal Government. Answers inquiries with respect to the debt and provides audits. Coordinates with General and Regional Counsel on legal procedures to ensure compliance with bankruptcy and probate laws. Reviews requests for waivers and/or compromises. Supervises all acceptance or rejection offers to repay based on the length of the repayment plan, amount of indebtedness and the debtor's financial situation by using appropriate regulations and guidelines. Develops alternative acceptable repayment plans when appropriate. Takes necessary action to write off debts that meet the criteria provided following agency regulations. Handles conflicts and problems in dealing with the customers, constructively and appropriately. Determines when referrals to Regional Counsel or Department of Justice are appropriate for further collection actions. Collaborates with and provides technical support and training to Internal Controls and Quality Assurance to ensure audits are accurate, to include maintaining and providing debt files and account files. Maintains computer and memorandum records of debtors to document collection efforts, appropriately works bankruptcies, death notices and suspense reports. Coaches team members in selecting and applying appropriate problem solving methods and techniques while providing advice on work methods, practices and procedures and assisting them in identifying viable solutions. Work Schedule: Monday- Friday 8:00am-4:30pm Telework: VA supports the use of telework as a way to help attract and retain talented individuals in public service, increase worker productivity, and better prepare the agency to operate during emergencies. This position may be authorized for telework. Telework eligibility will be discussed during the interview process. Virtual: This is not a virtual position. Position Description/PD#: Supervisory Program Analyst/PD02941A Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required You may be required to serve a supervisory probation period.

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 12/27/2023. 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-09 position you must have served 52 weeks at the GS-07. 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. 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 provide an additional SF-50 that clearly demonstrates one-year time-in-grade. Note: Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment. You may qualify based on your experience and/or education as described below: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-07 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Overseeing appropriate refund review and refund processing. Working knowledge of accounts receivables and billing processes to determine errors. Handling conflicts and problems in dealing with customers in a constructive and appropriate manner. Identifies, distributes and balances workload and tasks in order to meet CPAC goals and deadlines. Assisting with development of procedures when new laws, regulations or policies are implemented.OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have 2 full years of progressively higher level graduate education leading to such a degree or LL.B. or J.D., if related Ph.D. or equivalent doctoral degree. OR, Combination: Applicants may also combine education and experience to qualify at this level. You must have a combination of specialized experience and education beyond 6 months of specialized experience equivalent to GS-7 and 1 year of graduate level education. You will be rated on the following Competencies for this position: Technical Competence Lead or Supervise Analysis and Problem Solving Computer Skills Communication 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: Work is sedentary although some movement, lifting and stooping is required when using files or delivering documents. Requires long periods of interaction at computer terminals. 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: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.

Contacts

• Address
• Name: VHA National Recruitment Center
• Phone: (844)456-5208
• Email: [email protected]