Supervisory Legal Admin Specialist
What you'd do
The National Call Center (NCC) has been established at Regional Offices (RO) to centralize VA's toll-free phone activity to yield greater consistency and quality in phone service. The National Call Center Manager (NCCM) provides leadership and direction to the Center and coordinates its activities with other NCCs, ROs and Divisions within the ROs.
Major duties
The National Call Center (NCC) has been established at Regional Offices (RO) to centralize VA's toll-free phone activity to yield greater consistency and quality in phone service. The National Call Center Manager (NCCM) provides leadership and direction to the Center and coordinates its activities with other NCCs, ROs and Divisions within the ROs. The incumbent has full responsibility for the operation of the NCC in the states of jurisdiction. Specific duties include, but are not limited to the following: The NCCM is responsible for advising and providing information on benefits and rights, explaining pertinent legal provisions, regulations, and related administrative practices and their application to specific cases, and assisting individuals in how best to provide required documents and evidence. Serves as the principal advisor on call center issues to the Regional Office Assistant Director/Director. Responsible for oversight and management of the NCC and the IRIS Response Center; and is the primary interface for Veterans with VA; management of the call center participant correspondence function; and coordination of the Interactive Voice Response System (IVR). Directs all call center customer service within the multi-state jurisdiction. Facilitates discussions with Veterans' service organizations, congressional liaisons, and others at state, regional, and national meetings and conferences. Ensures equal opportunities for all NCC and IRC employees and supports EEO goals and is responsible for budgetary controls and expenditures for the National Call Center. How You'll Work: The employee will be required to travel to the closest VA Regional Office, VA Medical Center, or other VA facility for issuance of equipment, and as needed for technical support. Government furnished equipment includes a laptop computer, camera, docking station, monitor screens and headset. A secure VPN will be used to access Microsoft Office products and specific communications software including a soft phone to educate and connect Veterans with the benefits they have earned. Work Schedule: Full time, Monday through Friday 8:00 am to 4:30 pm. Pacific Time (PT). Telework: This is a remote position. Selectees will work 100% of the time in a non-VA-owned space (usually personal residence). The employee's workspace must be suitable for conducting business and as such, remote employees are expected to provide a secure, distraction-free home-based worksite with reliable high speed internet connectivity. Successful candidates should expect to work Monday through Friday as part of a distributed team that services 40,000 or more callers each day between the hours of 8 a.m. to 9 p.m. Eastern Standard Time (EST). Position Description/PD#: Supervisory Legal Administrative Specialist GS-13: 030330 Promotion Potential: Position is at the Full-Performance Relocation/Recruitment Incentives: Not Authorized Financial Disclosure Report: Not required Bargaining Unit: No
What you need to qualify
To qualify for this position, applicants must meet all requirements by the closing date of this announcement:07/30/2026. 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. If you are a current VBA employee requesting a reassignment or change to lower grade via this vacancy announcement, you must currently hold the GS-13(or higher) and the promotion potential of your current position must be at least GS-13. "You must provide a copy of your most recent SF-50, "Notification of Personnel Action" showing that 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 that you possess (1) year time-in-grade, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates (1) year time-in-grade. General Adjustment and Award SF-50's cannot be used for time-in-grade verification purposes." 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. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials. 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. MINIMUM QUALIFICATION REQUIREMENTS: You may qualify based on your experience and/or education as described below: GS-13 Grade Level: Specialized Experience: You must have one year of specialized experience equivalent to the GS-12 level or higher. 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. 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: The work is mostly sedentary. The employee will be required to talk for long periods of time which occasionally puts a strain on the throat/vocal cords. There are no other special physical demands required to perform the work. 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. Extensive use of a computer and a telephone with a headset is required. 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/.
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