Department of Veterans Affairs, Regional Office (VARO), Veterans Service Center (VSC) and (BEST). The Veterans Service Rep (AQRS) is an integral part of the VSC's quality assurance program and is a key technical adviser to the Veterans Service Representatives. The purpose of this position is to measure individual performance quality, identify training needs through the review and assessment of completed compensation/pension claims involving development, award processing, and authorization.

Duties

Major duties of this position are: Conducts review of staff authorization quality in order to establish benchmarks for consideration of individual performance standards. Prepares documentation to support unfavorable finding in order to provide justification for error decisions and indicate required actions. Provides feedback to relay the rationale and provide appropriate citation to support identified discrepancy. Employs various training techniques to provide authoritative, consultant and troubleshooting. Conducts statistical analysis of quality reviews to identify trends, significant problems areas and processes requiring improvement. Relays quality trend information with management on an ongoing basis for use in operations, decision making and planning. Interacts with supervisory personnel through discussion of individual claims that have been reviewed. Prepares STAR data reports and provides to personnel in the Regional Office who are authorized to request and receive such reports. Works collaboratively with RQRS staff to identify overall station trends and training needs of lower-graded VSRs. Prepares and conducts formal training sessions, including training for newly hired personnel, refresher and other necessary training due to law/regular changes. Develops methods for mentoring members of the team on the technical aspects of the job in a manner which address individual learning needs. Serves as a technical advisor to DROC Management and Team Leaders. Reviews existing procedures and directives to detect contradictory instructions and deficiencies. Attends division staff meetings, when requested, for the purpose of providing input on the quality of division operations and recommending ways for improvement. Work Schedule: Monday - Friday 8:00 a.m. - 4:30 p.m. Telework: Yes- as determined by the agency policy. Compressed/Flexible: Not Available Virtual: This is not a virtual position. Position Description/PD#: Veteran Service Representative (AQRS) / 37136A 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, 02/15/2024 . 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 02/15/2024 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. Provide a copy of your current or most recent SF-50, "Notification of Personnel Action" to indicate your current federal status. You must also submit additional SF-50(s) to clearly demonstrate one year time-in-grade as required in the announcement. If the most recent non-award SF-50 has an effective date within the past year, it may not clearly demonstrate that you possess one year time-in-grade. In this instance, you must provide an additional non-award SF-50 that clearly demonstrates one year time-in-grade. If you previously held a higher grade, you must also submit any SF-50 showing that grade. A General Adjustment SF-50 do NOT show time in grade. 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: Conducting focused evaluations and reviews to determine authorization quality and accuracy. Providing advisory services to management via preparation and presentation of quality trend information. Developing training strategies and materials to address deficiencies and/or conducting training activities. Analyzing performance deficiencies and quality trends to identify knowledge/skill gaps. Providing quality-review services, feedback, and guidance to staff in order to correct unsatisfactory performance. 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 normally involves mental rather than physical exertion. The work is mostly sedentary. However, there may be some walking, standing, and carrying of light items such as papers, books, claims folders, and files from one desk to another or for returning to storage. Carts are utilized to carry large number of claims folders. This will require the incumbent to push or pull the cart from one area to another. 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 San Juan Regional Benefit Office 50 Carr 165 Guaynabo, PR 00968-8024 US
• Name: Davida Macon
• Phone: 601-364-7264
• Email: [email protected]