This position is in the Contact Management Division, Help Desk Section of the Health Resource Center (HRC) in VHA Member Services (MS) located in Topeka, KS or Waco, TX.
Duties
The primary purpose of the position is to provide supervision, guidance, and assistance to Contact Representatives in the performance of their duties. Duties may include, but are not limited to the following: Takes appropriate steps to recommend or effect changes necessary to enhance employee and section performance. Develops new or proposed policies, procedures, and guidelines and makes recommended changes to standard operating procedures (SOPs) as needed. Conducts research and investigations to solve problems. Monitors recorded and live calls. Assures employees are trained and familiar with assigned duties, agency policies, and procedures. Analyzes individual and section performance and productivity on both a qualitative and quantitative basis in relationship to established goals and objectives. Provides daily, monthly, and quarterly annual reports and statistical data. Participate in special projects, ongoing analyses, investigations, and initiatives. Recommends personnel actions that include both disciplinary and performance-based actions. Work Schedule: Monday - Friday, 8-hour shift between 6:30am - 7:30pm CST. Specific work shift to be determined by supervisor after completion of training. Remote: This is position is not authorized. Telework: This position may be authorized for Telework. Telework eligibility will be discussed during the interview process.This position may be authorized for Telework. Telework eligibility will be discussed during the interview process. Virtual: This is not a virtual position. Position Description/PD#: Supervisory Contact Representative/PD03091A Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Authorized Permanent Change of Station (PCS): Not Authorized
Salary
Qualifications
To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 07/14/2025. 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-09 position you must have served 52 weeks at the GS-08. 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. Specialized Experience GS-09: You must have one year of specialized experience equivalent to at least the next lower grade GS-08 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Providing guidance to employees on procedures and regulations related to enrollment and eligibility for healthcare benefits. Planning and assigning work for a group of staff. Ensuring proper resources and training are provided to staff. Evaluating the performance of subordinate personnel. Reviewing and updating standard operating procedures for a call center environment. Reviewing complaints from customers and/or performing fact-finding as necessary in order to make a recommendation for resolution. Reviewing calls conducted by call center staff to ensure quality of service provided. You will be rated on the following Competencies for this position: Decision Making Managing Human Resources Problem Solving Technical Competence 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 is sedentary with no special physical demands. Work may involve talking for long periods of time and often involves long periods of interaction at computer terminals. 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/.
Education
There is no educational substitution at this grade level. 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: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.
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 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. Cover Letter Performance Appraisal Resume Separation Notice (RIF) SF-50/ Notification of Personnel Action Transcript SF-50, Notification of Personnel Action (if applicable for Time in Grade and/or Eligibility): Most recent SF-50 if you are a current or former Federal employee An SF-50 showing 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 Award 50's do not provide sufficient information and will not be accepted for the purpose of verifying time-in-grade. Examples of appropriate SF-50's include: Within grade increases at the highest grade held; or Promotions with an effective date more than one year old; or SF-50's at the highest grade held with an effective date more than one year old.
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 07/14/2025 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12757593. 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. 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. 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 for this vacancy. To be well-qualified: applicants must possess experience that exceeds the minimum qualifications of the position including all selective factors, and who are proficient in most of the required competencies of the job. 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/. During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions.
