This position is located in the Veterans Benefits Administration (VBA), Office of Policy and Oversight (OPO), Outreach, Transition and Economic Development (OTED), Quality and Compliance Division. The purpose of the Quality and Compliance Division is to perform quality reviews on customer interactions and conduct operational assessments on program compliance at VBA regional office (RO) public contact and national call center (NCC) locations.

Duties

This position exists in the Quality staff. The function of this staff is to accomplish the following principal goals: Evaluate the quality of customer interactions and analyze, report, present, and provide guidance on quality trends and outcomes based on these reviewed interactions. Create and implement training programs and products to educate employees, clients, customers, and other stakeholders on ways to evaluate customer service interactions effectively and consistently and better communicate VA benefits and services at VBA public contact and NCC locations. Specific duties include: Conduct quality reviews on customer interactions and electronic correspondence with VA customers based on a random selection of statistically valid sample sizes for validation of accuracy of information and customer service techniques in compliance with statutory, regulatory, and published VBA policy guidance. Formulate and recommend instructions, directives, guidelines, policies, plans or procedures to administer or carry out functions relevant to program compliance and the delivery of, or supporting the delivery of, benefits or services to Veterans; Assist field stations with instructions for implementing policy, procedures, or training. Study program operations, new legislation, automated systems, management initiatives, and the operation of interacting programs and organizations to develop new and modified operating instructions and training material; Analyze and evaluate, on a quantitative or qualitative basis, the effectiveness of programs or operations in meeting established goals and objectives. Monitor operating programs and activities supporting VA benefits and services provided to Veterans, their dependents, or beneficiaries; Work in close cooperation with other elements of VBA as it relates to Veterans benefits. Manage multiple projects or programs concurrently where effort involves coordination among multiple resources, other divisions, or agents outside of the organization. Prepare and give oral presentations to various audiences within OPO, OTED, ROs, VBA senior management, department level executives and outside agencies. Develop PowerPoint presentations covering highlights of new material and provide practical applications and examples. Prepare clear and concise documents; Assist in developing and updating procedural guidance for distribution to field offices. Draft letters, write briefing papers, and answer Congressional and external stakeholder inquiries; Research Veteran specific issues and prepare all necessary administrative materials, correspondence, and justifications detailing reasons for decisions. Serve as an advisor and consultant to the supervisor regarding technical, regulatory, procedural, and operational aspects related to quality reviews and program areas. Lead in-house efforts and participate actively as a team member or sub-group leader on project teams involving participants outside of VBA. 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-12, GS-13. Work Schedule: Full time, Monday through Friday, 8am-4:30pm Compressed/Flexible: Available. Telework: Available. Virtual: This is not a virtual position. Position Description/PD#: Program Analyst (Quality Assurance Specialist); GS-0343-13, PD# 39900-A; GS-0343-12, PD# 39001-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

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. To verify your eligibility, you must submit a copy of your most recent Notification of Personnel Action, Standard Form 50 (SF-50). The grade may have been in any occupation, but must have been held in the Federal service. 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-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 as described below: Specialized experience is defined as: Experience that demonstrates competence reviewing policies and procedures to determine the impact of field operations and conducting evaluative studies of field offices to determine field strengths, weaknesses, best practices, and recommendations related to VBA contact center performance. Specialized experience is typically gained in positions that have involved experience in the development, examination, research, and analysis that is primarily related to (or supports) conducting quality reviews. Specialized experience can also be gained with the development of and the identification of policy, procedural guidance, and training to ensure effective program oversight and compliance in order to increase customer satisfaction. Such experience is to be substantive and relevant and may have been gained in the practice of law or working with a Federal or state agency, insurance company, retirement, disability or insurance program. GS-12 Grade Level: Specialized Experience: One year of Specialized Experience equivalent to the GS-11 level. Experience in reviewing policies and procedures to determine the impact of field operations; conducting evaluative studies of field offices to determine field strengths, weaknesses and best practices and making recommendations. Education Substitution: There is no education substitution at this grade level. GS-13 Grade Level: Specialized Experience: One year of Specialized Experience equivalent to the GS-12 level. Experience using a wide range of qualitative and quantitative methods for the assessment and improvement of program effectiveness or the improvement of complex management processes and systems. Education Substitution: There is no education substitution at this grade level. 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: Work is primarily sedentary but involves use of a personal computer so a degree of manual dexterity and visual acuity sufficient to use these tools is required. Occasional standing, bending, walking, and stooping are also necessary. Some slight physical effort us required in that incumbent lifts and carries reference books, files, and similar items. No special physical demands are 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/.

Contacts

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