New job Contact Representative - Help Desk in Kansas
Contact Representative - Help Desk
Company : US Department of Veterans Affairs
Salary : $32,265 - $51,623 a year
Location : Kansas
This position is in Contact Management at the VA Health Resource Center (HRC) within Member Services (MS). The primary knowledge of the position is to provide eligibility and benefits counseling; website and mobile navigation; and customer support to Veterans and all other users of the MyHealtheVet website, eBenefits website, Web and Mobile Solutions, and other various VA websites. This position assists Veterans in the registration and use of these programs.
This is an OPEN CONTINUOUS ANNOUNCEMENT and will remain open until August 31, 2021, and may be extended based on the needs of the agency. The initial cut-off date for referral of eligible applications will be May 1, 2021. Eligible applications received after that date will be referred at regular intervals or as additional vacancies occur on an as-needed basis until positions are filled.
Applicant Expiration: Applicants will remain active for 3 months after their initial application is received and/or updated. After that time, you must update your application through your USAJobs account if you would like to be made active again for possible consideration during the open period.
Major Duties include but are not limited to:
Benefits and Eligibility Counseling - 50%
- Receive inbound telephone calls from Veterans, Veterans family members and/or legal representatives, the public, and VA employees regarding VA and related non-VA benefits available to Veterans, dependents of Veterans, and beneficiaries.
- Ask clarifying questions to ensure the primary issues of the call are identified and to surface any other concerns or issues are addressed during the call.
- Determines most appropriate action or identifies alternatives in resolving issue(s) through in depth research and interpretation.
- Explain the process of filling out a claim for benefits, eligibility requirements, forms and other relevant information.
- Seeks Lead Contact Representative (CR) assistance on responding to unusual questions or when reasonable attempts to satisfy an irate caller have been unsuccessful.
- Serves as mentor and aids in training entry-level representatives on call center procedures and other job requirements.
Technical Competency and Support - 40%
- Receives inbound telephone calls, emails, or VA IRIS (Inquiry Routing and Information System) inquiries from Veterans, caregivers, VA staff and other users related to the My HealtheVet website, eBenefits website, Web and Mobile Solutions
- Assist in the triaging and resolution of trouble issues reported such as, but not limited to, password resets, website and mobile application usability; navigation; and troubleshooting of features and functionality.
- Performs research using approved knowledge management scripting and business processes to determine and resolve each problem.
- Performs research and utilizes technical references and VA records systems available to resolve identified issues.
- Provides instructions to Veterans, caregivers, VA staff on the use of VA eligibility, benefits and healthcare related websites; and mobile tools.
- Records completion of work according to policies, procedures and guidance applicable to the work performed.
- Reports and tracks user feedback and suggestions.
- Appropriately documents issues and resolution in appropriate system of record.
Customer Service - 10%
- Responds to delegated service requests such as but not limited to returned casework or scheduled callbacks from Lead CR or Supervisory staff in a timely fashion appropriate to the criticality of the request
- Exhibits a high degree of professionalism to customers.
- Provides timely feedback to customers on service request status, resolution actions, and preventive measures for the requests.
- Provides efficient instruction or training to customers about use of website.
- Shares available self-service references and resolution actions with customers assisting in customer efficiency and proficiency when working with systems/equipment.
Promotion Potential: The selectee may be promoted to the full performance level without further competition when all regulatory, qualification, and performance requirements are met. Selection at a lower grade level does not guarantee promotion to the full performance level.
Work Schedule: Full-time, Monday-Friday, 8 hour shift between the hours of 6:45 am-7:15pm (CST). Specific tour will be determined by management at the end of the training period based on the organization's needs.
Compressed/Flexible: Not Available
Virtual: This is not a virtual position.
Position Description/PD#: Contact Representative - Help Desk/PD01916A and PD01917A
Relocation/Recruitment Incentives: Not Authorized
Financial Disclosure Report: Not required
Job family (Series)
0962 Contact Representative
- Customer Service Representatives
- Representatives, Customer Service
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
QualificationsTo qualify for this position, applicants must meet all requirements by the closing date of this announcement, 08/31/2021.
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-06 position you must have served 52 weeks at the GS-05. 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. 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. Candidates may be advanced without time restriction to positions up to GS-5 if the position to be filled is no more than two grades above the lowest grade the employee held within the preceding 52 weeks under their latest nontemporary competitive appointment.
Note: Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment.
You may qualify based on your experience and/or education as described below:
GS-05 GRADE LEVEL:
- Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-04 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to:
- Conduct face to face and/or telephone interviews (e.g., collection agency, telemarketing, customer service, sales) resolving problems and issues using oral communication.
- Basic written communication skills to take notes or document work.
- Utilize basic computer skills (typing, researching, and navigating through multiple windows). OR,
- Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have four years above high school education (or equivalent). This education must have been obtained in an accredited business, secretarial or technical school, junior college, college or university. One year of full-time academic study is defined as 30 semester hours, 45 quarter hours, or the equivalent in a college or university, or at least 20 hours of classroom instruction per week for approximately 36 weeks in a business, secretarial, or technical school. (Transcript Required). OR,
- Combination: Applicants may also combine education and experience to qualify at this level. You must have an combination of specialized experience and education beyond 60 semester hours. One full academic year of study (30 semester hours) beyond the second year is equivalent to 6 months of specialized experience. (Transcript required and experience must be documented in your resume to receive credit)
GS-06 GRADE LEVEL:
Specialized Experience: You must have 1 year of specialized experience at a level of difficulty and responsibility equivalent to the GS-05 grade level in the Federal service. Specialized experience for this position includes (Experience must be documented in your resume to receive credit):
- Adopt health care practices, Health Insurance Portability Accountability Act (HIPAA) rules, and Security and Privacy Act (PA) requirements to safeguard personal identifiable information and personal health information.
- Operate software such as, but not limited to Microsoft Office products and browsing software.
- Operate hardware such as, but not limited to, personal computers and mobile device navigation and operation.
- Communicate effectively with callers to conclude the primary purpose of calls on widely varying subjects, and to resolve caller inquiries within a reasonable amount of time.
- Document case notes thoroughly regarding call information.
- Customer Service
- Problem Solving
- Technical Competence
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 is sedentary with no special physical demands. The employee is often required to talk and sit for long periods of time.
For more information on these qualification standards, please visit the United States Office of Personnel Management's website at https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.
There is no educational substitution at the GS-6 grade level.
A transcript must be submitted with your application if you are basing all or part of your qualifications on education.
Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.
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.
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.
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.
The Interagency Career Transition Assistance Plan (ICTAP) and Career Transition Assistance Plan (CTAP) provide eligible displaced Federal/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 for this vacancy. To be well-qualified: applicants must possess experience that exceeds the minimum qualifications of the position including all selective factors, and who are proficient in most of the required competencies of the job. Information about ICTAP and CTAP eligibility is on OPM's Career Transition Resources website at http://www.opm.gov/policy-data-oversight/workforce-restructuring/employee-guide-to-career-transition/.
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 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.
IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE.
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
Drug test required
Position sensitivity and risk
Non-sensitive (NS)/Low Risk
Trust determination process
To apply for this position, you must provide a complete Application Package which includes:
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.
- Cover Letter
- DD-214/ Statement of Service
- Disability Letter (Schedule A)
- Disability Letter (VA)
- VA Disability Letter
- PCS Orders
- Performance Appraisal
- Proof of Marriage Status
- Separation Notice (RIF)
- SF-50/ Notification of Personnel Action
SF-50, Notification of Personnel Action (if applicable for Time in Grade and/or Eligibility):
- Most recent SF-50 if you are a current or former Federal employee
- An SF-50 showing 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
- Award 50's do not provide sufficient information and will not be accepted for the purpose of verifying time-in-grade.
- Examples of appropriate SF-50's include:
- Within grade increases at the highest grade held; or
- Promotions with an effective date more than one year old; or
- SF-50's at the highest grade held with an effective date more than one year old.
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.
A career with the U.S. Government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
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Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time, or intermittent. Contact the hiring agency for more information on the specific benefits offered.
This job is open to
Career transition (CTAP, ICTAP, RPL)
Federal employees who meet the definition of a "surplus" or "displaced" employee.
Federal employees - Competitive service
Current or former competitive service federal employees.
Federal employees - Excepted service
Current excepted service federal employees.
Individuals with disabilities
Internal to an agency
Current federal employees of this agency.
Peace Corps & AmeriCorps Vista