Supervisory Legal Admin Specialist

The National Call Center (NCC) has been established at Regional Offices (RO) to centralize VA's toll-free phone activity to yield greater consistency and quality in phone service. The National Call Center Manager (NCCM) provides leadership and direction to the Center and coordinates its activities with other NCCs, ROs and Divisions within the ROs.

The incumbent has full responsibility for the operation of the NCC in the states of jurisdiction. Specific duties include, but are not limited to the following:

• Performs the administrative and personnel management functions relative to staff supervised. Establish guidelines and performance expectations for staff, which are clearly communicated through the formal employee performance management system. Observes employees' performance; demonstrates and conducts work performance critiques. Develops work improvement plans for the division, recommending personnel actions as necessary. Serves as the principal advisor on call center issues to the Regional Office Assistant Director/Director.
• Provides leadership and oversight of division training initiatives to include defining the preferred training approaches and mechanisms and make recommendations for the development of training materials and delivery, as well as coordinate with other RO Divisions to develop training strategies and plans.
• Analyzes and evaluates professional and technical competency of subordinate staff and plans and provides local development and training to address identified deficiencies and to maintain and enhance skills and capabilities. Recommends training needs to Central Office/OFO program managers.
• Identifies and corrects deficiencies recognized through systematic analyses of VCC operations. Improves quality and productivity performance through innovative utilization of staff, materials, equipment and procedures.
• Researches and/or analyzes problems, issues, or program requirements. Provides expert analysis and advice on agency-wide programs. With only basic background, applies many advanced techniques to interpret meaning and overall findings. Reconciles conflicts between basic policies and program goals. Provides expert advice and recommendations to senior leadership.
• As the local technical authority and subject matter expert, handles consumer affairs by providing information, advice, and assistance on all VA benefits to Veterans, their dependents, and other interested parties.

Work Schedule: Full time, Monday through Friday, 07:30 a.m. to 4:00 p.m. Eastern Standard Time (EST).

Telework: This is a remote position. Selectees will work 100% of the time in a non-VA-owned space (usually personal residence). The employee's workspace must be suitable for conducting business and as such, remote employees are expected to provide a secure, distraction-free home-based worksite with reliable high speed internet connectivity. Successful candidates should expect to work Monday through Friday as part of a distributed team that services 40,000 or more callers each day between the hours of 8 a.m. to 9 p.m. Eastern Standard Time (EST).

How You'll Work: The employee will be required to travel to the closest VA Regional Office, VA Medical Center, or other VA facility for issuance of equipment, and as needed for technical support. Government furnished equipment includes a laptop computer, camera, docking station, monitor screens and headset. A secure VPN will be used to access Microsoft Office products and specific communications software including a soft phone to educate and connect Veterans with the benefits they have earned.

Position Description/PD#: SupervisoryLegal Administrative Specialist GS-14: 395700
Relocation/Recruitment Incentives: Not Authorized
Financial Disclosure Report: Not required
Bargaining Unit: No

Conditions of employment

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 interest. In 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
• You may be required to serve a supervisory probationary period.
• Subject to background/security investigation
• 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, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.

Qualifications

• For a GS-14 position you must have served 52 weeks at the GS-13.
• If you are a current VBA employee requesting a reassignment or change to lower grade via this vacancy announcement, you must currently hold the GS-14 (or higher) and the promotion potential of your current position must be at least GS-14.

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. 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.

MINIMUM QUALIFICATION REQUIREMENTS: You may qualify based on your experience as described below:

GS-14 Grade Level:

• Specialized Experience: You must have one year of specialized experience equivalent to the GS-13 level or higher. Specialized 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.

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:The work is mostly sedentary. The employee will be required to talk for long periods of time which occasionally puts a strain on the throat/vocal cords. There are no other special physical demands required to perform the work. There may be some walking, standing, and carrying of light items such as papers, books, claims folders, and files from one desk to another or for returning to storage. Extensive use of a computer and a telephone with a headset is required.

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/.