This position is in the Health Resource Center (HRC), Contact Management, Help Desk section of VHA Member Services. The HRC consists of contact centers located throughout the country to answer Veteran questions related to billing, eligibility, benefits, and other Veteran support services. The primary purpose of the position is to serve as a Lead Contact Representative by providing guidance and assistance to Help Desk Contact Representatives in the performance of their duties.
To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 12/15/2025. 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-07 position you must have served 52 weeks at the GS-06. 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 announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade. 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 as described below: Specialized Experience GS-07: You must have one year of specialized experience equivalent to at least the next lower grade GS-06 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Provides leadership, guidance, and technical direction to Contact Representatives to accomplish the work of the unit or team and resolves issues without the involvement of a supervisor except in unusual circumstances. Fields questions from junior staff, provides technical direction and conducts coaching reviews of work performed (accuracy, appropriateness of response and customer service). Determines most appropriate action or identifies alternatives in resolving issue(s) through in-depth research and interpretation. Handles escalated calls and provides clarification to Contact Representatives regarding standard operating procedures, business processes, job aids, and knowledge management scripting. Analyze significant characteristics of each assignment in order to resolve a variety of issues to include software, hardware, and data communication. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.
Major duties include, but are not limited to: Receives inbound telephone calls, emails inquiries, or webchats from Veterans, Caregivers, VA staff & other users related to the MyHealtheVet website, eBenefits website, the Web & Mobile Solutions Mobile applications, access VA website and Beneficiary Travel Self Service System portal. Receives inbound telephone calls from and responds to veterans, their family members and/or legal representatives, the public, and VA employees concerning VA and related non-VA benefits available to Veterans, dependents and of Veterans, and beneficiaries. Responds to questions and resolves issues pertaining to escalated calls on the Help Desk Assist Line, escalated emails from management, Contact Representatives, and other Lead Contact Representatives. Provides leadership, guidance, and technical direction to Contact Representatives to accomplish the work of the unit or team and resolves issues without the involvement of a supervisor except in unusual circumstances. Works closely with the Help Desk Program Specialist and Help Desk leadership to report tends when there are system outages and technical issues experienced with systems impacting the Help Desk. Processing, documenting, and routing possible reworks in appropriate SharePoint Tracker to correct the error; processing pending reviews, which may include contacting the Veteran to inform them that the issue is resolved or returning to the Help Desk Contact Representative for additional information. Answers or provides input to Congressional complaints within one hour of receiving the initial inquiry. Assists as a Subject Matter Expert while the Member Services Training Team trains new Help Desk team members and helps train new Help Desk Leads. Attends monthly Help Desk team meetings and discusses various topics such as Knowledge Management articles, business processes, current issues, websites changes/updates, and other pertinent information. Coaches junior staff that support the mission, vision and values of the Health Resource Center and our Customer's expectations. Recommends changes to standard operating procedures, business processes and job aids based on acquired knowledge, feedback from Contact Representatives, and personal observation. Work Schedule: Full-time, 40 hours per week, Monday through Friday, 8-hour shift between 6:45 am - 7:15 pm. Official tour of duty will be selected based on business needs and will start after training is completed. Remote: This position is not authorized for Remote work. Telework: This position may be authorized for Telework. Telework eligibility will be discussed during the interview process. Virtual: This position may be authorized for Virtual work. Virtual eligibility will be discussed during the interview process. Definition of Virtual work: Employee works outside of original hiring duty station at VA-owned or leased space. Return to Office (RTO): RTO exemptions will be considered and a determination will be made as part of the selection and onboarding process. Position Description/PD#: Contact Representative/PD07782A Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Authorized Permanent Change of Station (PCS): Not Authorized