The Supervisory Veterans Service Representative (Coach) leads an assigned team within the Veterans Service Center (VSC), BEST, or Pension Management Center 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.
Specific duties include: Advises superiors regarding daily team operations to include operational problem and needs. Develops workload plan and assigns work to the team. Monitors team quality and timeliness in relation to performance goals. Ensures continuous staff productivity throughout tour of duty to accomplish local and national goals Interprets laws, regulations, policies, procedures and rules to ensure compliance.
Liaises with governmental and non-governmental agency officials to facilitate cooperation regarding veteran programs. Resolves work issues requiring a high level of judgment due to varying guidelines. Address personnel issue to mitigate effect on VSC and/or team performance. Elicits information from stakeholders to resolve issues or obtain evidence in claims adjudication. Interprets VSC data to identify concerns and take corrective action.
Interview candidates for vacant positions and make recommendations for selection. Addresses employee disciplinary matters. Receives and resolves employee concerns, complaints, or grievances. Evaluates employee performance to recommend promotions, awards, and recognition. Evaluates employee performance to identify the necessity for remedial actions. Validates quantitative data prior to submission to higher-level management to include appropriate recommendation.
Provides oversight of responses to higher-level inquiries. Serves as a representative of the VSC on Committees, at meetings, or at conferences. Performs review and concurrence of benefit determinations to fulfill regulatory signature requirements. Work Schedule: Full Time, Monday - Friday 8:00am - 4:30pm Compressed/Flexible: Available Telework: Yes - This position is eligible for situational (ad hoc) telework only.
The selectee is required to report to the official duty station each scheduled workday. Telework may be approved only on a case-by-case basis with supervisory approval. Routine or recurring telework is not authorized for this position 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.
Special Employment Consideration: VA encourages persons with disabilities to apply, including those eligible for hiring under 5 CFR 213.3102(u), Schedule A, Appointment of persons with disabilities [i.e., intellectual disabilities, severe physical disabilities, or psychiatric disabilities], and/or Disabled veterans with a compensable service-connected disability of 30% or more.
Contact the Agency Contact for information on how to apply under this appointment authority via the Selective Placement Coordinator. Receiving Service Credit or Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee.
VA may offer newly-appointed Federal employee's credit for their job-related non-federal experience or active duty uniformed military service. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed.
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This position is with Veterans Benefits Administration, Department of Veterans Affairs.
The posted pay range is $122749 – $159575/yr.
This position is eligible for telework.
This position requires a Other security clearance.
Applications close on 2026-10-05.
This position is open under the 'Fed Transition' hiring path.
Source: USAJOBS.gov — U.S. Federal Government
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