This position is in the National Call Center (NCC), Nashville Regional Office (RO). The incumbent serves as a Management Analyst and member of the professional staff for the Nashville RO National Call Center Manager (NCCM). The incumbent is responsible for conducting evaluative studies and serving as a consultant to the NCC NCCM on pertinent issues associated with the effectiveness and efficiency of Nashville NCC operations as they relate to the delivery of benefits and service to Veterans.

Duties

In the position, the duties include but are not limited to: Conducts continuing and periodic studies involving compilation and analysis of data for purpose of evaluating the effectiveness of the National Call Center's operations. Conducts management audits, surveys, and systematic reviews of operations in order to ensure that established policies, practices and procedures are effectively implemented. Prepares graphs, charts, and other audio-visual displays depicting NCC program information and statistics for use in training, management briefings, and information dissemination activities both within and outside of the VARO. Reviews, analyzes, and evaluates reports and statistics to advise on trends, out-of-line situations, and anticipated needs. Coordinates incoming data from a variety of sources. Coordinates the review process of all incoming and outgoing deliverable from the NCC. Reviews documents, reports, and/or applications for omissions and inconsistencies. Participate in the composition of complex correspondence or other written work for external, high-level officials. Independently identifies and performs special studies to assure compliance with directives and quality standards. Serves as liaison between the NCC, OFO, BAS and any outside organizations 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. Work Schedule: Monday- Friday, 8am-4:30pm Compressed/Flexible: Not Available Telework: Not Available Virtual: This is not a virtual position Position Description/ PD#:38994-0 Relocation/ Recruitment Incentives: Not Available Financial Disclosure Report: Not Required

Requirements

• You must be a U.S. Citizen to apply for this job
• Designated and/or random drug testing may be required
• 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, 08/02/2024. 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-11 position you must have served 52 weeks at the GS-9. 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: 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-9 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: composing complex correspondence or other written work to be presented to high-level management, external agencies, or their representative; collecting and researching data for studies or evaluations of programs/operations and making recommendations to management based on findings; using computer systems or applications to process or analyze data and compiling evaluative reports; and researching laws, regulations, guidelines, and approved procedures to provide findings. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have a Ph.D. or equivalent doctoral degree or 3 full years of progressively higher level graduate education leading to such a degree or LL.M, if related. OR, Combination: Applicants may also combine education and experience to qualify at this level. Only graduate education in excess of the amount required for the next lower grade level (GS-09) may be used to qualify at the GS-11 grade level. 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: This work is sedentary and imposes no special demands. 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

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: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.

Contacts

• Address Nashville Regional Benefit Office 110 9th Avenue S Nashville, TN 37203 US
• Name: Brittany Young
• Email: [email protected]