Summary

The Supervisory Veterans Service Representative (Assistant BEST Division Manager) shares in the responsibility of managing the Benefit Eligibility Support Team (BEST) Division operations through a staff of personnel responsible for claims processing, providing information, advice and assistance on all types of VA benefits to Veterans and their dependents and for providing outreach services to stakeholders.

This job is open to

• Internal to an agency
  
  Current federal employees of this agency.

Clarification from the agency

Clarification from the agency
This vacancy is open to current, permanent Department of Veterans Affairs employees and current/former VA employees who are CTAP eligible.

Duties

The Supervisory Veterans Service Representative (BEST Assistant Manager) shares in the responsibility of managing the Benefit Eligibility Support Team (BEST) division operations through a staff of personnel responsible for claims processing, providing information, advice and assistance on all types of VA benefits to veterans and their dependents and for providing outreach services to stakeholders. The incumbent:

Specific duties are as follows:

• Plans, organizes, coordinates, directs and controls the work of the Division.
• Revises and develops work methods to support division priorities.
• Ensures proficient resource utilization and quality of work performed and services rendered; writes/establishes policies and procedures within division.
• Maintains the highest technical and professional authority to make decisions in the types of claims considered most difficult or critical, or which commit the Federal Government to unusual liability.
• Forecasts workload of the Division, both short and long range so adequate funds, staffing, space, equipment, and supplies will be planned for, budgeted, and provided.
• Reviews written correspondence to individuals, Congressional, White House, or other special inquiries for approval.
• Serves as technical advisor to the BEST Division Manager and/or Regional Office Director for the administration of Compensation and Pension programs.
• Establishes and builds relationships with stakeholders to exchange or distribute information regarding agency programs or policies.
• Ensures equal opportunities for all division employees and supports Equal Employment Opportunity (EEO) policy/goals.
• Collaborates with station management and Division Chiefs in deciding on and/or coordinating work-related changes affecting other units or divisions.
• Consults with supervisors and union representatives/officials to discuss and resolve employee performance issues, complaints, or grievances.

Promotion Potential: This position is being advertised at the full performance level.

Work Schedule: Standard 5 day, 8 hour, full time (40 hours a week) schedule; Hours may vary to effectively carry out the mission.

Compressed/Flexible: As Determined by Station Policy.

Telework: As determined by Station Policy.

Virtual: This is not a virtual position.

Position Description/PD#: Supervisory Veteran Service Representative (BEST Assistant Manager) / 38913A

Relocation/Recruitment Incentives: Buyer Value Option (BVO): The Buyer Value Option Program gives assistance to employees who are relocating and need to sell their home. The BVO program requires the employee to find a buyer for their property - the offer from the buyer establishes the value of the home. This "buyer value" is the price the company pays the employee for the property. For more information about BVO, click here.

Financial Disclosure Report: Ethics-CFD (OGE 450)

Requirements

Conditions of Employment

• 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, 06/21/2024.

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-13 position you must have served 52 weeks at the GS-12. 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.

• If you are a current VBA employee seeking reassignment or change to lower grade via this vacancy announcement, you must currently hold the GS-13 (or higher) and the promotion potential of your current position must be at least GS-13.

• You must provide a copy of your most recent SF-50, "Notification of Personnel Action" showing that you are in the competitive service and the highest grade or promotion potential held. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate that you possess (1) year time-in-grade, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates (1) year time-in-grade. General Adjustment and Award SF-50's cannot be used for time-in-grade verification purposes.

• Specialized Experience: Applicants must have one year of specialized experience equivalent to the next lower grade that has equipped them with the particular knowledge, skills, and abilities to successfully perform the duties of the position. To be creditable, specialized experience must have been equivalent to a level in the normal line of progression for the occupation in the organization. Specialized experience MUST document and support the following experience: is defined as comprehensive knowledge of veteran benefit programs or VBA business lines and laws affecting veterans' compensation and pension benefits to provide guidance and direction on claims and appeals processing. Supervised, managed, or served as a project lead to accomplish performance and project goals; possesses knowledge of employee relations (e.g., performance or conduct based actions) and/or labor relations (e.g., grievance process or negotiations) practices.

• Candidates must also have demonstrated in their work experience or training that they possess the qualities to successfully supervise subordinates and to operate and manage a successful program area.

You will be rated on the following Competencies for this position:

1. TECHNICAL KNOWLEDGE: Understands and appropriately applies procedures, requirements, regulations and policies related to VBA programs and other Federal (or similar) benefits programs.

2. LEADERSHIP: Inspires, motivates, guides and mentors' others toward goal accomplishment; models high standards of honesty, integrity, trust, openness, and respect for individuals by applying these values to daily behaviors.

3. ORAL/VERBAL COMMUNICATION: Makes clear and convincing verbal presentations to individuals or groups; listens effectively and clarifies information as needed; facilitates an open exchange of ideas and fosters an atmosphere of open communication.

4. WRITTEN COMMUNICATION: Expresses facts and ideas in writing in a clear, convincing and organized manner.

5. PROBLEM SOLVING: Identifies and analyzes problems; uses sound reasoning to arrive at conclusions; finds alternative solutions to complex problems; distinguishes between relevant and irrelevant information to make logical decisions; provides solutions to problems.

6. DECISIVENESS: Makes sound and well-informed decisions; perceives the impact and implications of decisions; commits to action, even in uncertain situations in order to accomplish organizational goals; causes change.

7.CONFLICT MANAGEMENT: Manages and resolves conflicts, confrontations, and disagreements in a positive and constructive manner to minimize negative personal impact.

SUPERVISORY/MANAGERIAL ABILITIES: Candidates must also demonstrate experience or training they possess, or have the potential to develop, the qualities of successful supervision as follows:

1. Assign and review work of subordinates, train and work effectively with individuals 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.

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 primarily sedentary with some walking, standing, bending, and/or carrying lightweight items.

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.

Additional information

VA supports the use of telework as a way to help attract and retain talented individuals in public service, increase worker productivity, and better prepare the agency to operate during emergencies. This position may be authorized for telework. Telework eligibility will be discussed during the interview process.

VA supports the use of telework as a way to help attract and retain talented individuals in public service, increase worker productivity, and better prepare the agency to operate during emergencies. This position may be authorized for telework. Telework eligibility will be discussed during the interview process.

Receiving Service Credit or Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. VA may offer newly-appointed Federal employee's credit for their job-related non-federal experience or active duty uniformed military service. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed.

The Interagency Career Transition Assistance Plan (ICTAP) and Career Transition Assistance Plan (CTAP) provide eligible displaced Federal/VA competitive service employees with selection priority over other candidates for competitive service vacancies. To be qualified you must submit appropriate documentation (a copy of the agency notice, your most recent performance rating, and your most recent SF-50 noting current position, grade level, and duty location) and be found well-qualified (have a final rating of 85 or more) for this vacancy. Information about ICTAP and CTAP eligibility is on OPM's Career Transition Resources website at http://www.opm.gov/policy-data-oversight/workforce-restructuring/employee-guide-to-career-transition/.

Placement Policy: The posting of this announcement does not obligate management to fill a vacancy or vacancies by promotion. The position may be filled by reassignment, change to lower grade, transfer, appointment, or reinstatement. Management may use any one or any combination of these methods to fill the position.

It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.

This job opportunity announcement may be used to fill additional vacancies.

Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.

For more information on the "Who may apply" eligibility requirements, please refer to the OHRM Status Candidates and Other Candidate Definitions document.

If you are unable to apply online or need to fax a document you do not have in electronic form, view the following link for information regarding an Alternate Application.

• Benefits
  
  A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
  
  Review our benefits
  
  Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.

How You Will Be Evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE.

Narrative responses are not required at this time. If you are referred for consideration, you may be asked to submit additional job related information, which may include, but not limited to; responses to the knowledge, skills and abilities; completion of a work sample, and/or contact for an interview.Your resume and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect your rating or consideration for employment.

• Benefits
  
  A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
  
  Review our benefits
  
  Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.
• Required Documents
  
  As a new or existing federal employee, you and your family may have access to a range of benefits. Your benefits depend on the type of position you have - whether you're a permanent, part-time, temporary or an intermittent employee. You may be eligible for the following benefits, however, check with your agency to make sure you're eligible under their policies.
  
  To apply for this position, you must provide a complete Application Package which includes:
  
  
  • Resume
  • SF-50/ Notification of Personnel Action
  
  
  The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please use this checklist to make sure you have included other documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50's (current/former Federal employees), documentation to support Veterans Preference claims, or ICTAP/CTAP documentation (for displaced Federal employees). You will not be contacted for additional information.
  
  
  • Other (1)
  • Other (2)
  • Resume
  • Separation Notice (RIF)
  • SF-50/ Notification of Personnel Action
  
  
  • Resume detailing specialized experience and competencies as they relate to this position.
    
    • For each position in your resume, you must specify the start and end dates (month/year) and a description of duties. If the position was Federal, you should also indicate the grade level. Resumes containing a general summary of all positions held, not specifying start/end dates, and/or not including documentation supporting Federal grade level(s) are insufficient to determine basic qualifications.
  
  
  
  • Your experience must be clearly stated in your resume. We cannot make assumptions on your experience based on your current, or former, position titles on your resume. Failure to clearly demonstrate your qualifying experience in your resume may result in disqualification for this position and your rating will be adjusted as necessary.
  
  
  
  • You must provide a copy of your most recent SF-50, "Notification of Personnel Action" showing that you are in the competitive service and the highest grade or promotion potential held. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate that you possess (1) year time-in-grade, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates (1) year time-in-grade. General Adjustment and Award SF-50's cannot be used for time-in-grade verification purposes.
  
  
  In addition to the document above, you must submit additional documents to prove your eligibility for the following:
  
  
  1. CTAP: for displaced VA employees.
     
     
     • SF-50 showing Career or Career-Conditional status; AND
     • Reduction-In-Force (RIF) Notice or a certification of expected separation (not a resignation letter); AND
     • Most recent performance appraisal.
  
  
  
  If you are relying on your education to meet qualification requirements:
  
  Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from
  schools accredited by accrediting institutions recognized by the U.S. Department of Education.
  
  Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
• How to Apply
  
  All applicants are encouraged to apply online. To apply for this position, you must complete the questionnaire and submit the documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on 06/21/2024 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12438606.
  
  1. To begin, click Apply Online to create a USA JOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents and complete the occupational questionnaire.
  2. Click Submit My Answers to submit your application package.
  
  NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.
  
  To verify your application is complete, log into your USA JOBS account, https://my.usajobs.gov/Account/Login, select the Application Status link and then select the more information link for this position. The Application page will display the status of your application, the documentation received and processed, and any correspondence the agency has sent related to this application. Your uploaded documents may take several hours to clear the virus scan process. To return to an incomplete application, log into your USA JOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USA JOBS account or your application will be incomplete.
  
  Agency contact information
  
  Verion Walker
  
  Phone
  
  313-690-9333
  
  Email
  
  Verion.Walker@va.gov
  
  Address
  
  Detroit Regional Benefit Office
  
  Federal Building, 477 Michigan Ave
  
  Detroit, MI 48226
  
  US
  
  Next steps
  
  Once your online application is submitted you will receive a confirmation notification by email. After we receive application packages (including all required documents) and the vacancy announcement closes, we will review applications to ensure qualification and eligibility requirements are met. After the review is complete, a referral certificate(s) is issued and applicants will be notified of their status by email. Referred applicants will be notified as such and may be contacted directly by the hiring office for an interview. All referred applicants receive a final notification once a selection decision has been made.
  
  You may check the status of your application at any time by logging into your USA Jobs account and clicking on Applications. Information regarding your application status can be found in the USAJobs Help Center.
• Fair and Transparent
  
  The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
  
  
  • Criminal history inquiries
  • Equal Employment Opportunity (EEO) Policy
  • Financial suitability
  • New employee probationary period
  • Privacy Act
  • Reasonable accommodation policy
  • Selective Service
  • Signature and false statements
  • Social security number request

Required Documents

To apply for this position, you must provide a complete Application Package which includes:

• Resume
• SF-50/ Notification of Personnel Action

The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please use this checklist to make sure you have included other documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50's (current/former Federal employees), documentation to support Veterans Preference claims, or ICTAP/CTAP documentation (for displaced Federal employees). You will not be contacted for additional information.

• Other (1)
• Other (2)
• Resume
• Separation Notice (RIF)
• SF-50/ Notification of Personnel Action

• Resume detailing specialized experience and competencies as they relate to this position.
  
  • For each position in your resume, you must specify the start and end dates (month/year) and a description of duties. If the position was Federal, you should also indicate the grade level. Resumes containing a general summary of all positions held, not specifying start/end dates, and/or not including documentation supporting Federal grade level(s) are insufficient to determine basic qualifications.

• Your experience must be clearly stated in your resume. We cannot make assumptions on your experience based on your current, or former, position titles on your resume. Failure to clearly demonstrate your qualifying experience in your resume may result in disqualification for this position and your rating will be adjusted as necessary.

• You must provide a copy of your most recent SF-50, "Notification of Personnel Action" showing that you are in the competitive service and the highest grade or promotion potential held. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate that you possess (1) year time-in-grade, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates (1) year time-in-grade. General Adjustment and Award SF-50's cannot be used for time-in-grade verification purposes.

In addition to the document above, you must submit additional documents to prove your eligibility for the following:

1. CTAP: for displaced VA employees.
   
   
   • SF-50 showing Career or Career-Conditional status; AND
   • Reduction-In-Force (RIF) Notice or a certification of expected separation (not a resignation letter); AND
   • Most recent performance appraisal.

If you are relying on your education to meet qualification requirements:

Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from
schools accredited by accrediting institutions recognized by the U.S. Department of Education.

Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.

How to Apply

All applicants are encouraged to apply online. To apply for this position, you must complete the questionnaire and submit the documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on 06/21/2024 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12438606.

1. To begin, click Apply Online to create a USA JOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents and complete the occupational questionnaire.
2. Click Submit My Answers to submit your application package.

NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.

To verify your application is complete, log into your USA JOBS account, https://my.usajobs.gov/Account/Login, select the Application Status link and then select the more information link for this position. The Application page will display the status of your application, the documentation received and processed, and any correspondence the agency has sent related to this application. Your uploaded documents may take several hours to clear the virus scan process. To return to an incomplete application, log into your USA JOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USA JOBS account or your application will be incomplete.

Agency contact information

Verion Walker

Phone

313-690-9333

Email

Verion.Walker@va.gov

Address

Detroit Regional Benefit Office

Federal Building, 477 Michigan Ave

Detroit, MI 48226

US

Next steps

Once your online application is submitted you will receive a confirmation notification by email. After we receive application packages (including all required documents) and the vacancy announcement closes, we will review applications to ensure qualification and eligibility requirements are met. After the review is complete, a referral certificate(s) is issued and applicants will be notified of their status by email. Referred applicants will be notified as such and may be contacted directly by the hiring office for an interview. All referred applicants receive a final notification once a selection decision has been made.

You may check the status of your application at any time by logging into your USA Jobs account and clicking on Applications. Information regarding your application status can be found in the USAJobs Help Center.

Fair & Transparent

The Federal hiring process is set up to be fair and transparent. Please read the following guidance.

• Criminal history inquiries
• Equal Employment Opportunity (EEO) Policy
• Financial suitability
• New employee probationary period
• Privacy Act
• Reasonable accommodation policy
• Selective Service
• Signature and false statements
• Social security number request