Supervisory Veterans Service Representative (Coach)

The Supervisory Veterans Service Representative (Coach) leads an assigned team within the Veterans Service Center (VSC) BEST or Pension Management Center division through staff 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. Typical duties include but are not limited to:

• Analyze and interpret laws regulations and rules as they affect the establishment.
• Advises higher management regarding team operations to include operational problems and needs.
• Develops workload plans and assigns work to the team.
• Develops ways to improve production timeliness and/or quality of work.
• Liaisons with governmental and non-governmental agency officials to facilitate cooperation regarding Veterans Programs.
• Resolves work issues requiring a high level of judgement due to varying guidelines.
• Elicits information from stakeholders to resolve issues or obtain evidence in claims adjudication.
• Interprets VSC data to identify concerns and take corrective action.
• Interviews candidates for vacant positions and makes recommendations for selection.
• Addresses employee disciplinary matters.
• Receives and resolves employee concerns complaints or grievances.
• Evaluates employee performance to recommend award and recognition.
• Evaluates employee performance to identify the necessity for remedial actions.

Promotion Potential: None. The full performance level of this position is GS-13.

Work Schedule: Full time Monday - Friday 8:00 AM - 4:30 PM
Compressed/Flexible: Not Available
Telework: 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 (VSR) (Coach) GS-13: 02101A
Relocation/Recruitment Incentives: Not Authorized
Financial Disclosure Report: Not required
Bargaining Unit: No

As a condition of employment for accepting this position you will be required to serve a 1-year probationary period during which we will evaluate your fitness and whether your continued employment advances the public determining if your employment advances the public interest we may consider:

• your performance and conduct;
• the needs and interests of the Agency;
• whether your continued employment would advance organizational goals of the Agency or the Government; and
• whether your continued employment would advance the efficiency of the Federal service.

Upon completion of your probationary period your employment will be terminated unless you receive certification in writing that your continued employment advances the public interest.

Additional Conditions of Employment are as follows:

• 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 or trial period
• Subject to background/security investigation
• Required to attend an 8 week training session which may require travel.
• VSR Skill Certification required at the GS-10 level
• Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements I-9 Acceptable Documents.
• Effective May 7 2025 drivers licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.

• 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 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 this instance you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade.


MINIMUM QUALIFICATION REQUIREMENTS: You may qualify based on your experience and/or education as described below:

GS-13 Grade Level:

• Specialized Experience: You must have one year of specialized experience equivalent to the GS-12 level or higher.

Specialized experience is defined as performance of technical assignments affecting the entire field of VAs 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:
(1) Performing the duties of an Assistant Coach and assisting Coaches in their responsibilities on a daily basis;
(2) Ensuring that the teams quality and timeliness of service meets performance indicator goals; and
(3) Responsible for the cost-effective use of resources to accomplish the teams assigned outcomes.

Note: There is no education substitution at the GS-13 Grade Level.

Combining Education & Experience: If you do not fully meet the length of experience and education described for a specific grade level (e.g. have six months of experience and some coursework but not a degree) the two can be combined to total 100% of the requirement. Click here for more information.

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 Managements website at http://://

Education

There is no educational substitution for the GS-12 level.