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.
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
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.
Diane.Bates@va.gov 515-323-7400 X43011
Source: USAJOBS.gov — U.S. Federal Government
Apply on official site →