The incumbent serves as Lead Representative leading a minimum of three Contact Representatives for the Women Veterans Call Center (WVCC) within the Veterans Administration (VA) Veterans Health Administration (VHA), located at the Canandaigua VA Medical Center, New York.

Duties

As Leader, the incumbent performs the following duties to enable the team as a whole to deliver improved quality, quantity, and timely services and/or work products to their customers. Distributes and balances the workload among employees in accordance with established work flow or job specialization, assures timely accomplishment of the assigned workload and that each employee has enough work to keep busy; Keeps in touch with the status and progress of work and makes day-to-day adjustments in accordance with established priorities, obtaining assistance from the supervisor on problems that may arise, such as backlogs which cannot be disposed of promptly; Estimates and reports on expected time to completion of work, maintains records of work accomplishments and time expended, and prepares production reports as requested; Instructs employees in specific tasks and job techniques and makes available written instructions, reference materials, and supplies; Gives on-the-job training to new employees in accordance with established procedures and practices; Maintains a current knowledgebase, answers questions of other employees on procedures, policies, directives, etc., and obtains needed information or decisions from supervisor on problems that occur; Checks on work in progress or spot checks work not requiring review (e.g., filing or direct services) and reviews completed work to see that supervisor's instructions on work sequence, procedures, methods, and deadlines have been met; Amends or rejects work not meeting established standards, refers to supervisor questions or other matters not covered by standards and problems in meeting performance standards; Monitors working conditions such as seating, ventilation, lighting, safety, etc... Approves leave for a few hours or for emergencies; Informs employees of available services and employee activities; Resolves simple, informal complaints from employees and refers others to supervisor; Reports to supervisor on performance, progress, and training needs of employees, and on behavior problems; Provides information to Supervisor as requested concerning promotions, reassignment, recognition of outstanding performance, and personnel needs. Work Schedule: Set shift between the hours of Monday through Saturday 8:00am - 10:00pm EST 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#: Lead Contact Representative/PD08332A Financial Disclosure Report: Not required

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 01/26/2024. 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 6 position you must have served 52 weeks at the GS 5. 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 as described below: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-05 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: working as a contact representative in a patient care centered facility or working in a call center setting. You will be rated on the following Competencies for this position: Analytical ReasoningCommunicationsComputer SkillsCustomer ServiceInterpersonal EffectivenessQuality AssuranceTeamworkVeteran and Customer Focus 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 in nature. There are no physical demands with the position. 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

There is no educational substitution at this grade level.

Contacts

• Address Canandaigua VA Medical Center 400 Fort Hill Ave Canandaigua, NY 14424 US
• Name: Jessica McCann
• Phone: 315-425-4400
• Email: [email protected]