Supervisory Veterans Service Representative

Roanoke, Virginia
Oct 18, 2020
Oct 20, 2020
Full Time


This permanent Supervisory Veterans Service Representative (Assistant Veterans Service Center Manager), GS-0996-14, position is located with the Roanoke Regional Office, Roanoke, VA.
Learn more about this agency


Major Duties

The Supervisory Veterans Service Representative (Assistant Veterans Service Center Manager) shares in the responsibility of managing Veterans Service Center (VSC) division operations through a staff of personnel responsible for claims processing, providing information, advice and assistance on all types of VA benefits to veterans and their dependents and for providing outreach services to stakeholders. The incumbent:
  • Plans, organizes, coordinates, directs and controls the work of the Division.
  • Revises and develops work methods to support division priorities.
  • Ensures proficient resource utilization and quality of work performed and services rendered; writes/establishes policies and procedures within division.
  • Maintains the highest technical and professional authority to make decisions in the types of claims considered most difficult or critical, or which commit the Federal Government to unusual liability.
  • Forecasts workload of the Division, both short and long range so adequate funds, staffing, space, equipment and supplies will be planned for, budgeted, and provided.
  • Reviews written correspondence to individuals, Congressional, White House, or other special inquiries for approval.
  • Serves as technical advisor to the Service Center Manager and/or Regional Office Director for the administration of Compensation and Pension programs.
  • Establishes and builds relationships with stakeholders to exchange or distribute information regarding agency programs or policies.
  • Ensures equal opportunities for all division employees and supports Equal Employment Opportunity (EEO) policy/goals.
  • Collaborates with station management and Division Chiefs in deciding on and/or coordinating work-related changes affecting other units or divisions.
  • Consults with supervisors and union representatives/officials to discuss and resolve employee performance issues, complaints or grievances.

Work Schedule: 8:00AM - 4:30PM
Virtual: This is not a virtual position.
Position Description/PD#: 37977A
Relocation/Recruitment Incentives: Relocation expenses are authorized
Financial Disclosure Report: Required

Travel Required

Occasional travel - You may be expected to travel for this position.

Supervisory status

Promotion Potential


Conditions of Employment

  • You must be a U.S. Citizen to apply for this job
  • Designated and/or random drug testing may be required
  • 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
  • Selected applicants will be required to complete an online onboarding process


To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 10/19/2020.

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

You may qualify based on your experience as described below:
  • Specialized Experience: Applicants must have one (1) year of specialized experience equivalent to at least the next lower grade (GS-13) in the normal line of progression for the occupation in the organization. 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.
You will be rated on the following Competencies for this position:

Competency One: Technical Knowledge: Knowledge of Federal, State and Local laws, regulations, policies, guides, procedures and judicial determinations applicable to veterans benefits programs (particularly compensation and pension) or similar programs.
Competency Two: Human Capital Management: Builds and manages workforce based on organizational goals, budget considerations and staffing needs. Ensures that employees are appropriately recruited, selected, appraise and rewarded; takes action to address performance problems. Manage multi grade level workforce and various work situations.
Competency Three: Leadership: Develops and leads employees work activities toward meeting organization mission/goals, identify patterns in (VSC) operations to develop solutions to enhance productivity/service, encourages an inclusive workplace, support constructive resolution of conflicts.
Competency Four: Analytical Reasoning: Analyze (i.e. review and evaluate), comprehend and apply decisions based on data or complex information, weighs relevance and accuracy of information, generates and evaluates alternative solutions, makes recommendations or final determinations.
Competency Five: Oral Communication: Clearly and concisely expresses information to individuals or groups, takes into account audience and nature of information, makes clear and convincing oral presentations, listens to others, recognize non-verbal cues and responds appropriately.
Competency Six: Written Communication: Write in a clear, concise organized manner using correct English grammar, punctuation and spelling; thoughts and ideas are organized and written in a convincing manner for intended audience.
Competency Seven: Decision Making: Makes well-informed and timely decisions, even when data is limited or solutions produce unpleasant consequences, take into account the facts, goals, constraints and risks, perceives the impact and implications of decisions.

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 primarily sedentary; some walking and light lifting within the work area may be required.

For more information on these qualification standards, please visit the United States Office of Personnel Management's website at http://:// .


There is no educational substitution at this grade level.

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 ICTAP and CTAP eligibility is on OPM's Career Transition Resources website at .

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.

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 view the following link for information regarding an Alternate Application .

How You Will Be Evaluated

You will be evaluated for this job based on how well you meet the qualifications above.


Narrative responses are not required at this time. If you are referred for consideration, you may be asked to submit additional job related information, which may include, but not limited to; responses to the knowledge, skills and abilities; completion of a work sample, and/or contact for an interview.Your resume and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect your rating or consideration for employment.

Background checks and security clearance

Security clearance

Drug test required

Position sensitivity and risk
High Risk (HR)

Trust determination process

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 use this checklist to 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
  • addl sf50
  • addl sf50
  • Resume
  • Separation Notice (RIF)
  • SF-50/ Notification of Personnel Action

Note: If applying as a status candidate with current or former Federal Service, provide a copy of your most recent SF-50, "Notification of Personnel Action" showing you are/were in the competitive service and the highest grade or promotion potential held. 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

If you are relying on your education to meet qualification requirements:

Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education .

Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.

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