Veterans Service Representative

4 days left

Roanoke, Virginia
Sep 13, 2021
Sep 21, 2021
Full Time


This position is located in a Department of Veterans Affairs, Regional Office (VARO), Veterans Service Center (VSC). The Authorization Quality Review Specialist is an integral part of the VSC's quality assurance program, and as is a key technical adviser to the Veterans Service Representatives (VSRs), in the Regional Office.

Learn more about this agency


Major Duties:
  • Measure individual performance quality and identify training needs through the review and assessment of completed compensation and pension claims involving development, award processing, and authorization.
  • Performs quality reviews for individual VSRs in accordance with an established monthly schedule. The Authorization Quality Review Specialist performs individual quality reviews to determine the authorization quality level of individual VSRs for purposes of individual performance standards. The STAR worksheet will be used for both reviews.
  • Tracks and analyzes all authorization quality exceptions for the station and for individuals, to include exceptions called by Central Office.
  • Shares authorization quality trend information with management on an ongoing basis and with the VSRs during training sessions. Maintains secure records showing the cases reviewed and the types and number of errors found as required by the performance standards.
  • Reviews products or activities for quality of performance and enters the results into the on-line STAR checklists. Evaluates and identifies deficiencies of all elements of a claim from evidence development, income and dependency issues to award processing and authorization.
  • Provides an explanation of errors and includes comments where attention is warranted. Returns completed claims called in error to the originating VSR for correction.
  • Interacts with supervisory personnel through discussion of individual claims that have been reviewed.
  • Prepares STAR data reports and provides to personnel in the regional office who are authorized to request and receive such reports.
  • Utilizes STAR review results and identified trends to recommend training for Veterans Service Representatives.
  • Prepares and conducts formal training sessions; including but not limited to training for newly hired personnel, refresher training and other necessary training due to changes in procedures, regulations, or the law.
  • Performs other related duties as assigned.
Work Schedule: 08:00am-4:30pm (Monday-Friday)
Compressed/Flexible: May be Available
Telework: Available
Virtual: This is not a virtual position.
Position Description/PD#: 37136A
Relocation/Recruitment Incentives: Not Authorized
Financial Disclosure Report: Not 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, 09/20/2021.

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-12 position you must have served 52 weeks at the GS-11. 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.

You may qualify based on your experience as described below:
  • Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-11 in the normal line of progression for the occupation in the organization. Specialized Experience is defined as work that involves functioning in either a capacity performing training, analyst or information systems duties pertaining to a claims management process. The experience should be substantive and relevant and may have been gained in the federal, military, or private sector.
Examples include but are not limited to:
  • Conducting focused evaluations and reviews to determine authorization quality and accuracy;
  • Providing advisory services to management via preparation and presentation of quality trend information;
  • Developing training strategies and materials to address deficiencies and/or conducting training activities;
  • Analyzing performance deficiencies and quality trends to identify knowledge/skill gaps;
  • Providing quality-review services, feedback, and guidance to staff in order to correct unsatisfactory performance.
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 normally involves mental rather than physical exertion. The work is mostly sedentary. However, 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. Carts are utilized to carry large number of claims folders. This will require the incumbent to push or pull the cart from one area to another

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 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 or need to fax a document you do not have in electronic form, 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.


You will be rated on the following Competencies:

Competency 1: Research - Read and interpret federal compensation and pension laws, regulations, policies, and procedures in order to analyze and evaluate the accuracy of claims decisions.
Competency 2: Technical Competence - Knowledge of veteran-based state and federal laws (dependency status, social services programs, Medicaid, special income-based programs), to include legal opinions from (1) the court of Appeals for Veterans' Claims (CAVC) and (2) state and federal courts having a relationship to VA programs.
Competency 3: Training - Utilize training techniques and claims processing knowledge in order to provide authoritative consultation and troubleshooting services and carry out extremely complex and precedent setting training administration.
Competency 4: Attention to Detail - Accurately reviews, compiles, and analyzes information and data.
Competency 5: Oral Communication - Communicates orally to conduct one-on-one training & feedback as well as group presentations and training sessions.
Competency 6: Written Communication - Communicates in writing to prepare correspondence and reports as well as convey feedback and other information to management and lower-graded employees.

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
Non-sensitive (NS)/Low Risk

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

Resume: For each position in your resume, you must specify the start and end dates (month/year) and a description of duties. If the position was Federal, you must also indicate the grade level. Resumes containing a general summary of all positions held, not specifying start/end dates, and/or not including Federal grade level(s) are insufficient to determine basic qualifications.

SF 50: You must provide a copy of your most recent SF-50, "Notification of Personnel Action" showing you are 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.

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.
  • Other (1)
  • Performance Appraisal
  • Resume
  • Separation Notice (RIF)
  • SF-50/ Notification of Personnel Action

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.

Similar jobs

More searches like this