Supervisory Veterans Service Representative (Coach)

Summary

The Supervisory Veterans Service Representative (Coach) leads an assigned team within the Veterans Service Center (VSC), BEST, or Pension Management Center division through a staff of personnel responsible for providing information, advice, and assistance on all types of Veterans benefits claims administered to veterans and their dependents and for providing outreach services to various stakeholders.

Duties

Specific duties include: Advises superiors regarding daily team operations to include operational problem and needs. Develops workload plan and assigns work to the team. Monitors team quality and timeliness in relation to performance goals. Ensures continuous staff productivity throughout tour of duty to accomplish local and national goals Interprets laws, regulations, policies, procedures and rules to ensure compliance. Liaises with governmental and non-governmental agency officials to facilitate cooperation regarding veteran programs. Resolves work issues requiring a high level of judgment due to varying guidelines. Address personnel issue to mitigate effect on VSC and/or team performance. Elicits information from stakeholders to resolve issues or obtain evidence in claims adjudication. Interprets VSC data to identify concerns and take corrective action. Interview candidates for vacant positions and make recommendations for selection. Addresses employee disciplinary matters. Receives and resolves employee concerns, complaints, or grievances. Evaluates employee performance to recommend promotions, awards, and recognition. Evaluates employee performance to identify the necessity for remedial actions. Validates quantitative data prior to submission to higher-level management to include appropriate recommendation. Provides oversight of responses to higher-level inquiries. Serves as a representative of the VSC on Committees, at meetings, or at conferences. Performs review and concurrence of benefit determinations to fulfill regulatory signature requirements. Work Schedule: Full Time, Monday - Friday 8:00am - 4:30pm Compressed/Flexible: Available Telework: Yes - This position is eligible for situational (ad hoc) telework only. The selectee is required to report to the official duty station each scheduled workday. Telework may be approved only on a case-by-case basis with supervisory approval. Routine or recurring telework is not authorized for this position Virtual: This is not a virtual position Position Description/PD#: Supervisory Veterans Service Representative (Coach); PD02101A Relocation/Recruitment Incentives: Not Authorized. Financial Disclosure Report: Not Required.

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement:10/05/2026. 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 (unless if in the commuting area and eligible for a non-competitive hiring authority such as Schedule A, or 30% or more disabled Veterans). For a GS-13 position you must have served 52 weeks at the GS-12 level. If you are a current VBA employee outside of the commuting area seeking reassignment or change to lower grade via this vacancy announcement, you must currently hold the GS-13 (or higher). 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. These requirements also apply to former Federal employees applying for reinstatement and those applying for a Veterans Employment Opportunities Act of 1998 (VEOA) appointment. MINIMUM QUALIFICATION REQUIREMENT: You may qualify based on your experience as described below: GS-13 Grade Level: Specialized Experience: Applicant must have one (1) year of specialized experience equivalent to the GS-12 grade level in the Federal Service. Specialized experience is defined as performance of technical assignments affecting the entire field of VA's Compensation and Pension (C&P) Benefits Programs. These assignments could require interpretation of the full range of Federal, state, local laws and regulations, C&P laws and regulations, or include precedent opinions of the Court of Appeals for Veterans' Claims and authoritative opinions of the General Counsel. Examples of specialized experience would typically include: Performing the duties of an Assistant Coach and assisting Coaches in their responsibilities on a daily basis. Ensuring that the teams' qualify, and timeliness of service meets performance indicator goals. Responsible for the cost-effective use of resources to accomplish the teams' assigned outcomes. 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: This position is mostly Sedentary. 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/.