Supervisory Veterans Service Representative (Coach)

The Veterans Service Representative (Coach) leads an assigned team within the Veterans Service Center (VSC) 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.

Qualifications:

To qualify for this position, applicants must meet all requirements by the closing date of this announcement:06/05/2026.

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.

• For a GS-13 position you must have served 52 weeks at the GS-12 level.

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.

Specialized Experience:
To qualify at the GS-13 Grade Level: You must have one year of specialized experience equivalent to the GS-12 level or higher. Specialized experience is defined as performance of technical assignments affecting the entire field of VA's Compensation and Pension (C&P) Benefits Programs. These assignments could require interpretation of the full range of Federal, state, local laws and regulations, C&P laws and regulations, or include precedent opinions of the Court of Appeals for Veterans' Claims and authoritative opinions of the General Counsel. Examples of specialized experience would typically include:

• Performing the duties of an Assistant Coach and assisting Coaches in their daily responsibilities.
• Ensuring that the teams quality and timeliness of service meets performance indicator goals.
• Responsible for the cost-effective use of resources to accomplish the team's assigned outcomes.

Education Substitution: Applicants may not substitute education for the experience at the GS-13 level.

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: This position is mostly sedentary.

For more information on these qualification standards, please visit the United States Office of Personnel Management's website at http://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.

Responsibilities:

Specific duties include:

• The Coach is responsible for advising the Assistant Veterans Service Center Manager (AVSCM) or Veterans Service Center Manager (VSCM) on the daily operation of the assigned team(s) (e.g. performance and workload management), in order to achieve goals and objectives of VA benefits programs as they relate to the VSC.
• Understands the relationship of tasks routinely assigned to the team, to effectively plan and assign work to the team. The supervisor demonstrates expertise in all phases of the claims activity that directs and, as needed, develops ways to improve production, improve timeliness and/or improve the quality of work.
• Responsible for ensuring team meets local and national performance goals.
• Ensures continuous staff productivity throughout tour of duty to accomplish local and national performance goals of VSC.
• Directs, plans and assigns work priorities for subordinates and has technical authority over the final work product. Ensures employees have the competencies required to provide the best service to their customers by recommending specific training needs as a result of observation, performance management or program changes.
• Keeps division level management informed of changes to programs and how those changes affect other programs administered by VA. Interprets laws, regulations, and rules to ensure compliance. Liaises with other government and non-government agencies such as Veterans Service Organizations (VSO) to facilitate cooperative efforts/exchanges in programs benefiting Veterans.
• Addresses work issues where the nature of work requires the ability to analyze, interpret, and apply sound judgment so that consistent outcomes are accomplished where existing guidelines do not readily yield identical decisions on similar facts.
• Requires a high degree of technical proficiency and is responsible for interpretation and application of all pertinent laws, rules, regulations, and policies pertaining to VA claims processing.
• Responsible for administrative actions affecting the team and provides advice, counsel, and instruction to individual employees on technical and administrative matters. Additionally, the supervisor is responsible for personnel administration and actions (e.g. issues supervisory instructions, evaluates subordinate performance, hears and resolves employee complaints, effects disciplinary actions, identifies training needs, and conducts interviews to include making recommendations for position appointments, promotions, or reassignments).
• Assigns special projects based on local and national workload priorities, completing Systematic Analyses of Operations (SAO), and ensuring that the team's efforts support the overall goals of the VSC.
• Serves as a Subject Matter Expert when responding to higher level inquiries or obtaining necessary information or evidence to ensure pending claims are properly adjudicated.
• Gathers and interprets a wide range of qualitative and quantitative data to recommend appropriate actions.
• Manages small group dynamics to ensure VSC goals are met.

Promotion Potential: None

Work Schedule: Full Time, Monday - Friday, 7:00 a.m. - 4:30 p.m.
Compressed/Flexible: Not Available
Telework: Available
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

Salary : $122,749