Summary The Veterans Service Representative (Coach) leads an assigned team within the Veterans Service Center (VSC) division through a staff of 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. Responsibilities Specific duties include: The Coach is responsible for advising the Assistant Veterans Service Center Manager (AVSCM) or Veterans Service Center Manager (VSCM) on the daily operation of the assigned team(s) (e.g. performance and workload management), in order to achieve goals and objectives of VA benefits programs as they relate to the VSC. Understands the relationship of tasks routinely assigned to the team, to effectively plan and assign work to the team. The supervisor demonstrates expertise in all phases of the claims activity that directs and, as needed, develops ways to improve production, improve timeliness and/or improve the quality of work. Responsible for ensuring team meets local and national performance goals. Ensures continuous staff productivity throughout tour of duty to accomplish local and national performance goals of VSC. Directs, plans and assigns work priorities for subordinates and has technical authority over the final work product. Ensures employees have the competencies required to provide the best service to their customers by recommending specific training needs as a result of observation, performance management or program changes. Keeps division level management informed of changes to programs and how those changes affect other programs administered by VA. Interprets laws, regulations, and rules to ensure compliance. Liaises with other government and non-government agencies such as Veterans Service Organizations (VSO) to facilitate cooperative efforts/exchanges in programs benefiting Veterans. Addresses work issues where the nature of work requires the ability to analyze, interpret, and apply sound judgment so that consistent outcomes are accomplished where existing guidelines do not readily yield identical decisions on similar facts. Requires a high degree of technical proficiency and is responsible for interpretation and application of all pertinent laws, rules, regulations, and policies pertaining to VA claims processing. Responsible for administrative actions affecting the team and provides advice, counsel, and instruction to individual employees on technical and administrative matters. Additionally, the supervisor is responsible for personnel administration and actions (e.g. issues supervisory instructions, evaluates subordinate performance, hears and resolves employee complaints, effects disciplinary actions, identifies training needs, and conducts interviews to include making recommendations for position appointments, promotions, or reassignments). Assigns special projects based on local and national workload priorities, completing Systematic Analyses of Operations (SAO), and ensuring that the team's efforts support the overall goals of the VSC. Serves as a Subject Matter Expert when responding to higher level inquiries or obtaining necessary information or evidence to ensure pending claims are properly adjudicated. Gathers and interprets a wide range of qualitative and quantitative data to recommend appropriate actions. Manages small group dynamics to ensure VSC goals are met. Promotion Potential: None Work Schedule: Full Time, Monday - Friday, 7:00 a.m. - 4:30 p.m. Compressed/Flexible: Not Available Telework: Available Virtual: This is not a virtual position. Position Description/PD#: Supervisory Veterans Service Representative (Coach); PD02101A Relocation/Recruitment Incentives: Not Authorized Financial Disclosure Report: Not Required Requirements 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 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. 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 period Subject to background/security investigation Selectees are required to service a one-year supervisory probationary period if not previously completed in a Federal position. 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. Qualifications To qualify for this position, applicants must meet all requirements by the closing date of this announcement:06/05/2026. 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. For a GS-13 position you must have served 52 weeks at the GS-12 level. 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. Specialized Experience: To qualify at the GS-13 Grade Level: 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 VA's 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: Performing the duties of an Assistant Coach and assisting Coaches in their daily responsibilities. Ensuring that the teams quality and timeliness of service meets performance indicator goals. Responsible for the cost-effective use of resources to accomplish the team's assigned outcomes. Education Substitution: Applicants may not substitute education for the experience at the GS-13 level. 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 Management's website at http://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/. Education There is no education substitution at this grade level. Additional Information Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer (TJO). Please visit the Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP), va.gov/EMPLOYEE/docs/The-Fair-Chance-to-Compete-Act.pdf for more 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. The Career Transition Assistance Plan (CTAP) provide eligible displaced 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. 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 an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement. Reasonable Accommodation (RA) Requests: If you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you may request a RA in your online application. Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis. If you meet the minimum qualifications of the position you will receive an email invitation to complete the USA Hire Competency Based Assessments, based on your adjudication decision. You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments if you received the link after the close of the announcement. To determine if you need a RA, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments. https://appsupport.usastaffing.gov/hc/en-us/sections/28980686389652-Reasonable-Accommodation-Information)
