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    Duties

    Summary

    This announcement has been updated to reflect the qualification cut off dates and monthly qualification reviews.

    This is an open continuous job announcement. Initial application packages will be reviewed for eligibility and qualifications and issued to management on or about 06-July-2021 and every 30 days there after. Additional application packages will be reviewed and issued to management on an as needed basis.

    Learn more about this agency

    Responsibilities

    The National Call Center (NCC) was established to centralize VBA's contact center activity in order to yield greater consistency and higher quality in the service provided by customer contact employees. This Legal Administrative Specialist position is located in the National Call Center, of the VA Regional Office, for the Veterans Benefits Administration based in Salt Lake City, Utah.

    The Legal Administrative Specialist has telephone contact with the public for the purpose of advising and providing information on Veterans benefits and their rights. This is a call center position that offers the opportunity to work in a dynamic environment where no two days are the same. In this position, the incumbent will complete work using telephone and computer equipment handling inbound calls on a daily basis. This position requires talking for long periods of time on the phone. Extensive use of a computer and telephone with headset is required. The Legal Administrative Specialist provides superior customer service to our Nation's Veterans and their families. Typical duties include, but are not limited to:

    • Counseling veterans, their dependents, and their beneficiaries via telephone regarding the full array of benefits available through the Department of Veterans Affairs, as well as non-VA benefits available through other organizations concerned with veterans.
    • Explaining the types of documents necessary to facilitate timely processing of claims and providing assistance in obtaining and completing such documents and forms in accordance with the type of claim being submitted.
    • Explaining decisions and reasons for the decisions made by the VA and communicating the information both orally and in writing to the Veterans.
    • Performing claim-related work such as change of address, direct deposits, burial allowance claims, dependency claims, etc.
    • Initiating inquiries to resolve errors, delays, or other problems in obtaining benefits.
    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: 8:30am-5pm Monday-Friday
    Compressed/Flexible: Not Available
    Telework: Available
    Virtual: This is not a virtual position.
    Position Description/PD#: 43032A/23032A
    Relocation/Recruitment Incentives: None
    Financial Disclosure Report: Not required

    Travel Required

    Not required

    Supervisory status

    No

    Promotion Potential

    9

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    Requirements

    Conditions Of Employment

    • You must be a U.S. Citizen to apply for this job
    • 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

    Qualifications

    To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 09/02/2021.

    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.

    GS-05: Have held a Federal GS position within the past year (52 weeks) AND have held a position at the GS-3 grade level or higher .

    GS-07: Have held a Federal GS position within the past year (52 weeks) AND have at least one year time-in-grade in a position at the GS-5 grade level or higher.

    You may qualify based on your experience and/or education as described below:

    GS-05 LEVEL
    Applicants must have three years of General Experience, one year of which was equivalent to the GS-4 level. Qualifying general experience is defined as the ability to analyze problems to identify significant factors, gather pertinent data, and recognize solutions; ability to plan and organize work; and/or the ability to communicate effectively both orally and in writing;

    OR

    Applicants may substitute education for the experience required to qualify at the GS-5 grade level. A Bachelor's degree (in any field) or four (4) years of education above high school;

    OR

    Applicants may qualify with a combination of specialized experience as described above under Specialized Experience and education as described above which totals at least one year. (To compute, divide your total months of qualifying experience by 36. Then divide your semester hours of education beyond two years by 60. Add the two percentages. The total percentage must equal at least 100% to qualify.)

    GS-07 LEVEL:
    Applicants must have one year of specialized experience equivalent to at least the next lower grade (GS-05) in the normal line of progression in the organization. Specialized Experience is defined as experience counseling individuals about federal benefits and explaining legal provisions, regulations, and decisions to a variety of audiences.

    OR

    Applicants may substitute education for the experience required to qualify at the GS-7 grade level. One full year of graduate level education;

    OR

    A bachelor's degree with Superior Academic Achievement (SAA). Superior Academic Achievement (SAA) is based on: 1) class standing, 2) grade point average or 3) honor society membership. For more information on calculating SAA please visit www.opm.gov;

    OR

    Applicants may qualify with a combination of specialized experience as described above under Specialized Experience and GRADUATE education as described above which totals at least one year. (To compute, divide your total months of qualifying experience by 12, then divide your semester hours of graduate education by 18; add the two percentages. The total percentage must equal 100% to qualify.)
    • 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: This position is primarily sedentary with some walking, standing, bending, and carrying or lightweight items (eg. folders, claims files, etc.

    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

    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.

    Additional 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.

    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 (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 to fax a document you do not have in electronic form, view the following link for information regarding an Alternate Application.

    How You Will Be Evaluated

    IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE.

    Rating Factors:
    1. Customer Service
    - Anticipates and meets the needs of both internal and external customers. Delivers high-quality products and services; is committed to continuous improvement.
    2. Manages and Organizes Information - Identifies a need; gathers, organizes, and maintains information; determines its importance and accuracy, and communicates it by a variety of methods.
    3. Computer Skill - Uses computers, software applications, databases, and automated systems to accomplish work.
    4. Writing - Recognizes or uses correct English grammar, punctuation, and spelling; communicates information in a succinct and organized manner; produces written information, which may include technical material, that is appropriate for the intended audience.
    5. Oral Communication - Expresses information (for example, ideas or facts) to individuals or groups clearly and effectively, taking into account the audience and nature of the information (for example, technical, sensitive, controversial); listens to others, attends to and responds appropriately.

    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

    Security clearance

    Other

    Drug test required

    No

    Position sensitivity and risk

    Non-sensitive (NS)/Low Risk

    Trust determination process

    Suitability/Fitness

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    Required Documents

    To apply for this position, you must provide a complete Application Package which includes:

    • Resume
    • Resume detailing specialized experience and competencies as they relate to this position
      • For each position in your resume, you must specify the start and end dates (month/year) and a description of duties. If the position was Federal, you must also indicate the grade level. Resumes containing a general summary of all positions held, not specifying start/end dates, and/or not including Federal grade level(s) are insufficient to determine basic qualifications.
    • Transcript if you are using education to qualify (GS-5 only)
    • Veterans: Member-4 DD-214 and disability rating letter (if applicable)
      • If you are currently on active duty to be released within 120 days, you may submit an armed forces certification in lieu of a Member-4 DD-214.
    • Current Federal Employees: A copy of your most recent NON-AWARD SF-50. The SF-50 must indicate proof of status (for example, you are a career or career-conditional employee) and should identify your position title, series, grade, step, salary, tenure and type of service (Competitive or Excepted).
      • To verify you meet Time-in-Grade requirements, also submit a SF-50 reflecting when you entered your highest grade held (e.g. Promotion, Appointment, etc.).
    • Current VBA Employees: If you are outside the commuting area and seeking a reassignment/change to lower grade, you must submit a copy of your most recent SF-50 (non-award) AND the SF-50 placing you into your current position
    • Military Spouse: A copy of your marriage license and either your spouse's 1) active duty orders, 2) 100% disability rating, or 3) documentation of death during active duty.
    • Other Status Candidates: Evidence of eligibility to apply (e.g. Peace Corps verification letter, Schedule A letter, PS-50, etc.).
    • If claiming ICTAP/CTAP eligibility:
      • Your official notice from the former Federal agency/VA to support your ICTAP/CTAP eligibility
      • Copy of your most recent Annual Performance Appraisal
      • Copy of your most recent SF-50 (do not submit an award SF-50)
    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 (VA)
    • Other (1)
    • Other (2)
    • Proof of Marriage Status
    • Resume
    • Separation Notice (RIF)
    • SF-50/ Notification of Personnel Action
    • Transcript


    Veterans' Preference: When applying for Federal Jobs, eligible Veterans should claim preference for 5pt (TP), 10pt (CP/CPS/XP), or for Sole Survivor Preference (SSP) in the questionnaire. You must provide a legible copy of your DD214(s) which shows dates and character of service (honorable, general, etc.). If you are currently serving on active duty and expect to be released or discharged within 120 days you must submit documentation related to your active duty service which reflects the dates of service, character of service (honorable, general, etc.), and dates of impending separation. Additionally, disabled veterans and others eligible for 10-point preference (such as widows or mothers of eligible Veterans) must also submit an SF-15 "Application for 10 Point Veteran Preference" with required proof as stated on the form. Documentation is required to award preference. For more information on Veterans' Preference, please visit http://www.fedshirevets.gov/job/vetpref/index.aspx.

    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.

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    Benefits

    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.

    http://www.vacareers.va.gov/why-choose-va/benefits/index.asp

    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.

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    How to Apply

    All applicants are encouraged to apply online. To apply for this position, you must complete the questionnaire and submit the documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on 09/02/2021 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/11128277.

    1. To begin, click Apply Online to create a USA JOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents and complete the occupational questionnaire.
    2. Click Submit My Answers to submit your application package.
    NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.

    To verify your application is complete, log into your USA JOBS account, https://my.usajobs.gov/Account/Login, select the Application Status link and then select the more information link for this position. The Application page will display the status of your application, the documentation received and processed, and any correspondence the agency has sent related to this application. Your uploaded documents may take several hours to clear the virus scan process. To return to an incomplete application, log into your USA JOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USA JOBS account or your application will be incomplete.

    Agency contact information

    Robert Dobry

    Address

    Salt Lake City Regional Benefit Office
    550 Foothill Dr
    Salt Lake City, UT 84158
    US
    Learn more about this agency

    OUR MISSION: To fulfill President Lincoln's promise "To care for him who shall have borne the battle, and for his widow, and his orphan" - by serving and honoring the men and women who are America's Veterans. How would you like to become a part of a team providing compassionate care to Veterans?

    Visit our careers page

    Learn more about what it's like to work at Veterans Benefits Administration, what the agency does, and about the types of careers this agency offers.

    http://www.va.gov/jobs/

    Next steps

    Once your online application is submitted you will receive a confirmation notification by email. After we receive application packages (including all required documents) and the vacancy announcement closes, we will review applications to ensure qualification and eligibility requirements are met. After the review is complete, a referral certificate(s) is issued and applicants will be notified of their status by email. Referred applicants will be notified as such and may be contacted directly by the hiring office for an interview. All referred applicants receive a final notification once a selection decision has been made.

    You may check the status of your application at any time by logging into your USA Jobs account and clicking on Applications. Information regarding your application status can be found in the USAJobs Help Center.

Fair & Transparent

The Federal hiring process is setup to be fair and transparent. Please read the following guidance.

Equal Employment Opportunity Policy

The United States Government does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy And gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.

Reasonable Accommodation Policy

Federal agencies must provide reasonable accommodation to applicants with disabilities where appropriate. Applicants requiring reasonable accommodation for any part of the application process should follow the instructions in the job opportunity announcement. For any part of the remaining hiring process, applicants should contact the hiring agency directly. Determinations on requests for reasonable accommodation will be made on a case-by-case basis.

A reasonable accommodation is any change to a job, the work environment, or the way things are usually done that enables an individual with a disability to apply for a job, perform job duties or receive equal access to job benefits.

Under the Rehabilitation Act of 1973, federal agencies must provide reasonable accommodations when:

  • An applicant with a disability needs an accommodation to have an equal opportunity to apply for a job.
  • An employee with a disability needs an accommodation to perform the essential job duties or to gain access to the workplace.
  • An employee with a disability needs an accommodation to receive equal access to benefits, such as details, training, and office-sponsored events.

You can request a reasonable accommodation at any time during the application or hiring process or while on the job. Requests are considered on a case-by-case basis.

Legal and regulatory guidance

This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov/GetJob/ViewDetails/603392000. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.