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Summary 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. Responsibilities The incumbent has full responsibility for the operation of the NCC in the states of jurisdiction. Specific duties are as follows: 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 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 employees and supports EEO goals and is responsible for budgetary controls and expenditures for the National Call Center. Work Schedule: Standard 5-day, 8 hours, full time (40 hours a week) 8:00 am to 4:30 pm; Hours may vary to effectively carry out the mission. Telework: N/A This is a remote Position Virtual: This is not a virtual position. Position Description/PD#: Supervisory LAS/030330 Relocation/Recruitment Incentives: Not Authorized Financial Disclosure Report: Not required Requirements Conditions of Employment Qualifications To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 09/27/2024. 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-13 position you must have served 52 weeks at the GS-12. 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-12 in the normal line of progression for the occupation in the organization. Specialized Experience is characterized by an overall knowledge of all VA benefit programs as well as a thorough knowledge of general laws affecting veteran's Compensation and Pension benefits and a full and complete knowledge of the laws, regulations, precedent opinions of the Court of Veterans Appeals, authoritative opinions of the General Counsel, and the procedural requirements affecting the entire field of Compensation and Pension benefits programs. Candidates must also have demonstrated in their work experience or training that they possess, or have the potential to develop, the qualities to successfully supervise subordinates and to operate and manage a successful National Call Center. 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: 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/. Education There is no educational substitution at this grade level. 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. 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 (TJO). Please visit the Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP), va.gov/EMPLOYEE/docs/The-Fair-Chance-to-Compete-Act.pdf for more information. 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. The 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 (have a final rating of 85 or more) for this vacancy. 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 or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement. Link to Locality Pay Rates General Schedule (opm.gov)