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Summary
This position is in the Health Resource Center (HRC), Contact Management, Help Desk section of VHA Member Services. The HRC consists of contact centers located throughout the country to answer Veteran questions related to billing, eligibility, benefits, and other Veteran support services. The primary purpose of the position is to serve as a Lead Contact Representative by providing guidance and assistance to Help Desk Contact Representatives in the performance of their duties.
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Duties
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Major duties include, but are not limited to:

• Receives inbound telephone calls, emails inquiries, or webchats from Veterans, Caregivers, VA staff & other users related to the MyHealtheVet website, eBenefits website, the Web & Mobile Solutions Mobile applications, access VA website and Beneficiary Travel Self Service System portal.
• Receives inbound telephone calls from and responds to veterans, their family members and/or legal representatives, the public, and VA employees concerning VA and related non-VA benefits available to Veterans, dependents and of Veterans, and beneficiaries.
• Responds to questions and resolves issues pertaining to escalated calls on the Help Desk Assist Line, escalated emails from management, Contact Representatives, and other Lead Contact Representatives.
• Provides leadership, guidance, and technical direction to Contact Representatives to accomplish the work of the unit or team and resolves issues without the involvement of a supervisor except in unusual circumstances.
• Works closely with the Help Desk Program Specialist and Help Desk leadership to report tends when there are system outages and technical issues experienced with systems impacting the Help Desk.
• Processing, documenting, and routing possible reworks in appropriate SharePoint Tracker to correct the error; processing pending reviews, which may include contacting the Veteran to inform them that the issue is resolved or returning to the Help Desk Contact Representative for additional information.
• Answers or provides input to Congressional complaints within one hour of receiving the initial inquiry.
• Assists as a Subject Matter Expert while the Member Services Training Team trains new Help Desk team members and helps train new Help Desk Leads.
• Attends monthly Help Desk team meetings and discusses various topics such as Knowledge Management articles, business processes, current issues, websites changes/updates, and other pertinent information.
• Coaches junior staff that support the mission, vision and values of the Health Resource Center and our Customer's expectations.
• Recommends changes to standard operating procedures, business processes and job aids based on acquired knowledge, feedback from Contact Representatives, and personal observation.

Work Schedule: Full-time, 40 hours per week, Monday through Friday, 8-hour shift between 6:45 am - 7:15 pm. Official tour of duty will be selected based on business needs and will start after training is completed.
Telework: This position may be authorized for Ad-hoc telework. Telework eligibility will be discussed during the interview process.
Return to Office (RTO): RTO mandates are in effect and selectees will be required to report to in-person work unless they are approved for an exception or an exemption. Any approval for an RTO exception or exemption will happen after a tentative job offer, but before a final job offer.
Position Description/PD#: Lead Contact Representative/PD07782A
Relocation/Recruitment Incentives: Not Authorized
Critical Skills Incentive (CSI): Not Approved
Permanent Change of Station (PCS): Not Authorized
Requirements
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Conditions of employment

• You must be a U.S. Citizen to apply for this job
• To be considered for this position, you must complete all required steps in the process. In addition to the application and questionnaire, this position requires an online assessment. The online assessment measures critical general competencies required to perform the job.
• Selective Service Registration is required for males born after 12/31/1959
• Physical Requirements: The work required does not inherently include any physical requirements essential for successful job performance that could not otherwise be performed with accommodation or workplace adjustment. A pre-placement physical examination is not required.
• Subject to background/security investigation
• Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP)

As a condition of employment for accepting this position, you will be required to serve a 1-year probationary period or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider:

• your performance and conduct;
• the needs and interests of the agency;
• whether your continued employment would advance organizational goals of the agency or the Government; and
• whether your continued employment would advance the efficiency of the Federal service.

Upon completion of your probationary period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.
Qualifications
To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 06/12/2026.
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 by the closing date of this announcement. For a GS-07 position you must have served 52 weeks at the GS-06. 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. 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 as described below:

• Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-06 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to:
  
  1. Provides leadership, guidance, and technical direction to Contact Representatives to accomplish the work of the unit or team and resolves issues without the involvement of a supervisor except in unusual circumstances.
  2. Fields questions from junior staff, provides technical direction and conducts coaching reviews of work performed (accuracy, appropriateness of response and customer service).
  3. Determines most appropriate action or identifies alternatives in resolving issue(s) through in-depth research and interpretation.
  4. Handles escalated calls and provides clarification to Contact Representatives regarding standard operating procedures, business processes, job aids, and knowledge management scripting.
  5. Analyze significant characteristics of each assignment in order to resolve a variety of issues to include software, hardware, and data communication.

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/.
Education
There is no educational substitution at this grade level.
Additional information
Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act.
Reasonable Accommodation (RA) Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application. Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments, based on your adjudication decision. You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments if you received the link after the close of the announcement. To determine if you need a RA, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments.
Receiving Service Credit for 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.
This job opportunity announcement may be used to fill additional vacancies.
The Interagency Career Transition Assistance Plan (ICTAP) and Career Transition Assistance Plan (CTAP) provide eligible displaced 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/.
Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.
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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.