Summary This announcement is to clear Career Transition Assistance Plan (CTAP) Priority List. It is only opened to current eligible CTAP employees. Incumbent counsels Veterans, their dependents, and survivors regarding the full array of benefits available through the Department of Veterans Affairs, as well as non-VA benefits available through other organizations concerned with Veterans. Responsibilities The National Call Center (NCC) and National IRIS Response Center (NIRC) were established to centralize VBA's contact center activity in order to yield greater consistency and higher quality in the service provided by customer-facing employees. The employees of the NCC and NIRC may have contacts via telephone, email, video, or chat with the public for the purposes of (1) advising and providing information on benefits and rights; (2) explaining pertinent legal provisions, regulations, and related administrative practices and their application to specific cases; and (3) assisting individuals regarding how best to provide needed documents and evidence required, and/or (4) initiating inquiries to resolve errors, delays, or other problems in obtaining benefits. The employees of the NCC and NIRC will also complete claim and appeal related work. Counsels Veterans, their dependents, and survivors via assigned access channel, (telephone, email, video, or chat) regarding the full array of benefits available through the Department of Veterans Affairs, as well as non-VA benefits available through other organizations concerned with Veterans. Assists the inquirer with determining the short-term and long-term circumstances that might influence a choice between various benefits. Programs include, but are not limited to, compensation and pension benefits, home loan eligibility, education, health care, life insurance, burial benefits, vocational rehabilitation services, fiduciary assistance, general Social Security Administration benefit programs, and other Federal, state, and local domestic relations and assistance programs. Explains the @types of documents necessary to facilitate timely processing of claims and appeals and assists with obtaining and completing such documents and forms in accordance with the @type of claim or appeal being submitted. Explains VBA rating decisions and provides explanations for the decisions using extensive knowledge of VA benefits and services, claim and appeal processing procedures, and all pertinent information available within the systems of record. Performs claim or appeal related work including, but not limited to, providing comprehensive claim or appeal status updates using mandatory scripting requirements, processing change of address requests, establishment of, or change to direct deposit banking information, burial allowance claims, dependency claim, etc. Appropriately responds to interactions where the customer wishes to speak/discuss to a "supervisor," by attempting to deescalate the interaction by immediately addressing the inquirer's needs prior to referral for a contact by a supervisor. Work Schedule: Full-time, Monday-Friday, 7:30am-4:00pm Telework: N/A Remote: Yes Position Description Title/PD#: Legal Administrative Specialist (Contact Representation)(CTAP Only)PD03032A Relocation/Recruitment Incentives: Not available Financial Disclosure Report: Not required Bargaining Unit: Yes 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 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 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 To be eligible for consideration under CTAP, you must meet the definition of "well-qualified" as having knowledge, skills, abilities, and/or competencies clearly exceeding the minimum qualification requirements for the vacancy (as listed below). You must be a current Veterans Affairs employee who has received an official notice stating that your position is no longer needed, or that you will be separated by reduction in force (RIF). You must meet all of the following requirements for consideration of this position: 1. Provide an official notice from the VA saying that your position is no longer needed (surplus employee) or that you will be a displaced employee separated by reduction in force (RIF). You must attach a copy of that notice to your application. 2. Provide a current performance rating of at least "fully successful" or equivalent. You must attach a copy of your most recent performance appraisal to your application. 3. Occupy a position in the same local commuting area of the vacancy. You must attach your most recent non-award SF-50 to your application. 4. Hold or have held the target grade of this position or higher GS-09. You must attach an SF-50 showing that you hold a GS-09 or higher to support this. Selection priority only applies to vacancies at your same (or a lower) grade, and with no higher promotion potential than your current position. 5. You are "well qualified" for the job. In order to be determined to be well-qualified for the job, applicants must clearly demonstrate in their resume that they: (1) Meet the qualification standard and eligibility requirements for the position, including any medical qualifications, suitability, and minimum educational and experience requirements; (2) Meet all selective factors, where applicable, and appropriate quality [rating] factor levels. Selective and quality ranking factors cannot be so restrictive that they run counter to the goal of placing displaced employees. In the absence of selective and quality ranking factors, HR Office staff, with appropriate consultation, will document the job-related reason(s) the eligible employee is or is not considered to be well-qualified; (3) Is physically qualified, with reasonable accommodation where necessary, to perform the essential duties of the position; (4) Meet any special qualifying condition(s) that OPM has approved for the position, and; (5) Is able to satisfactorily perform the duties of the vacancy upon entry. Note: The qualification level required for placement under CTAP, well-qualified, is greater than the qualification level required for placement under reduction in force procedures, minimally qualified. To qualify for this position and receive CTAP selection priority, applicants must meet all requirements: By the closing date of this announcement: 08/25/2026. Be surplus or displaced. Have a current performance rating of at least "fully successful" or equivalent. Occupy a position in the same local community area of the vacancy. GRADE REQUIREMENT: is at or below the grade level from which the employee may be or is being separated, that does not have a greater promotion potential than the position from which the employee may be or is being separated. NOTE: Applicants claiming CTAP eligibility must complete all assessment questions to be rated under the established ranking criteria. MINIMUM QUALIFICATIONS: You may qualify based on your experience and/or education as described below: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade (GS-07) in the normal line of progression for the occupation in the organization. Specialized experience is defined as experience that has demonstrated the ability to work independently when providing customer service, benefits counseling, and claims processing. The individual must possess in-depth knowledge of researching relevant subject matter. Examples are determined based on demonstrated ability to: Verify facts and obtain specific pieces of information related to Veterans' Federal benefits; Demonstrate a sound knowledge of Federal, State, and local laws and regulations applicable to the Veterans benefits program; Interview veterans and their representatives. OR Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have a master's or equivalent graduate degree or 2 full years of progressively higher level graduate education leading to such a degree or LLB or J.D. specifically related to the duties of this position which demonstrates the knowledge, skills, and abilities necessary to do the work (submit your transcripts). 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. 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 Call Agent 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, and files from one location to another. Extensive use of a computer and a telephone with a headset are required. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at OPM General Schedule Qualification Standards. Education A transcript must be submitted with your application if you are basing all or part of your qualifications on education. Education must be accredited by an accrediting institution recognized by the U.S. Department of Education to be credited towards qualifications. Provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education. All education claimed by applicants will be verified upon appointment. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript to receive credit. Note: You may submit unofficial transcripts when applying. However, if you are selected for the position, you will be required to provide an official transcript or a statement from the institution (e.g., from the registrar, dean, or other appropriate official) or equivalent documentation prior to the start date. Additional 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 CTAP eligibility is on OPM's Career Transition Resources website at OPM's CTAP Eligibility and USAJOBS Career Transition Programs at see USAJOBS CTAP. 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. Management may use any one or any combination of these methods to fill the position. 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. 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), https://www.va.gov/EMPLOYEE/docs/The-Fair-Chance-to-Compete-Act.pdf Reasonable Accommodation (RA) Requests: If you believe 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 will be granted the opportunity to 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, after notification of the adjudication of your request, 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) For more information on the "Who may apply" eligibility requirements, please refer to the OHRM Status Candidates and Other Candidate Definitions document.
