The incumbent serves as a Customer Service Experience Supervisory Veterans Claims Examiner located in Compensation Service within the Veterans Benefits Administration (VBA) in Washington, D.C. This position is DC-based, virtual, or remote within the continental US, and reports to the Assistant Director of the Procedures & Interagency/Milpay Staff.

Duties

Specific duties include: The position exercises a full range of supervisory duties: plans work to be accomplished by subordinates, sets and adjusts short-term priorities, and prepares schedules for completion of work; assigns work to subordinates based on priorities, evaluates work performance of subordinates; gives advice, counsels, or instructions to employees on both work and administrative matters; interviews candidates for positions in the unit; recommends appointments, promotions, or reassignments; hears and resolves complaints and grievances from employees. Recommends awards or bonuses for subordinate staff employees. Effects disciplinary measures for minor infractions, such as warnings and reprimands, and recommends other actions in more serious cases. Recommends the use of overtime, training and travel for attendance at meetings. Ensures adherence to EEO, labor-management, physical security and safety and other regulations. The incumbent coaches and counsels assigned division employees. Finds and implements ways to eliminate or reduce bottlenecks and barriers to productivity. Fosters good team-building practices. Serves as advisor and consultant to the Assistant Director of the Procedures & Interagency/Milpay Staff, Deputy Executive Director, and Executive Director in Compensation Service on questions on the technical aspects of assigned area. Assures orderly management of approved programs and services. Exercises a high degree of program management expertise and managerial competence to direct and coordinate planning of new and diverse projects, to accomplish long- and short-range goals, to advise. on the solution to very complex problems, evaluate program results, and render decisions. Exercises substantial managerial authority in: (a) establishing or altering goals and objectives; (b) making organizational and personnel changes to accommodate new projects or changes in existing projects; (c) revising or eliminating recommendations and conclusions contained in planning and programming documents; and (d) approving and/or modifying plans, projects, and operating budgets. The incumbent works closely with the Assistant Director of the Procedures & Interagency/Milpay Staff to ensure the staff is effective in its approach to fulfilling program objectives. Assists in all phases of daily management of the organization. The incumbent prepares and gives oral presentations to various audiences within Compensation Service, VBA senior management, department level executives, and outside agencies that highlight new material and providing practical applications and examples. The incumbent prepares clear and concise high-level documents and documents processes. Assists in developing and updating procedural guidance for distribution to field offices based on customer feedback and the overall customer experience. Reviews procedural guidance, writes briefing papers, and responds to Congressional and external stakeholder inquires. Research and reviews Veteran-specific issues and prepares all necessary administrative materials, correspondence, and justifications detailing reasons for decisions. Responsible for providing oversight and management of Compensation Service Customer Experience engagements. Serve as the chief liaison for Compensation Service with the Veterans Experience Office. The incumbent is responsible for providing expert knowledge and management to all aspects of Customer Experience including survey design and implementation, insights, analysis, and improvements. The incumbent undertakes long and short-range research and studies program activities within Compensation Service to support the organization's business goals and customer service objectives with a strong focus on customer experience. Gathers relevant data, analyzes it critically, and makes recommendations based on findings using available information resources such as internet tools, manuals, and other reference material. Manages multiple projects or programs concurrently where effort involves coordination among multiple customer specific resources, other divisions, or agents outside of the organization. Conducts claims specific investigations of evidence involved in resolving special interest cases, as needed. Performs other duties as assigned. Promotion Potential: None. Work Schedule: Full time, Monday through Friday, 8 am - 4 pm Compressed/Flexible: Not Available Telework: Available Virtual: Yes this is a Virtual position - Employee is expected to report to the closes VBA Facility based on telework agreement. Position Description/PD#: Supervisory Veterans Claims Examiner; 41527-0 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
• [INCLUDE IF POSITION IS SUPERVISORY] Selectees are required to service a one-year supervisory probationary period if not previously completed in a Federal position.

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement:04/29/2024. 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-14 position you must have served 52 weeks at the GS-13 level. MINIMUM QUALIFICATION REQUIREMENT: You may qualify based on your experience as described below: GS-14 Grade Level: Specialized Experience: Specialized experience is defined as: Establishing priorities and determining resource needs to meet program objectives; directing, coordinating, and approving a full range of personnel management actions and organizational change proposals; directing comprehensive and complex program reviews; monitoring and controlling program progression and effectiveness through analysis of policies, directives and organizational short- and long-range goals. Such experience may have been gained in federal or private section must be substantive and relevant. Candidates must also demonstrate experience or training they possess, or have the potential to develop, the qualities of successful supervision as follows: 1) Assign to and review work of subordinates, train and work effectively with subordinates from a variety of backgrounds and with different levels/areas of training; 2) Accomplish the quality and quantity of work expected within set limits of cost and time; 3) Plan own work and carry out assignments effectively; 4) Communicate with others effectively both orally and in writing in working out solutions to problems or questions relating to the work; 5) Understand and further management goals as these affect day-to-day work operations; and 6) Develop improvements in, or design new work methods and procedures. 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: None. 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: Chenele Coleman-Sellers
• Phone: 410-230-4400
• Email: [email protected]