Clarification from the agency

All groups of qualified individuals.

The position is located in the Veterans Benefits Administration's (VBA) Office of Field Operations (OFO) and reports to the Deputy Under Secretary for Field Operations (DUSFO). ADUSFO/NCC actively collaborates with executive level leadership to ensure the work of the organization is strategically linked to the direction of the business of the Department and that VA is regarded in the Federal community both as a leader in promoting positive customer experience for Veterans and family members who seek information or assistance from VA through telephone calls, chat, email, or other means of inquiry developed by the ADUSFO/NCC. The responsibilities include, but are not limited to:

• Advises and makes recommendations to the DUSFO regarding needed changes in operational policy and procedures.
• Assures that field operations are conducted in the most economical and effective manner, conforming to all applicable laws, regulations, standards and procedures.
• Assist the DUSFO in preparation for briefings, speeches, congressional testimonies, and high-level presentations regarding Veterans benefits programs and services
• Responsible for daily oversight of National Contact Centers, human and fiscal resource management, internal and external stakeholder engagement, and VBA policies and procedures.
• Responsible for oversight and evaluation of all VBA field operations, delivery of benefits and services to include workload, performance, policy, procedural, and field office issues.
• Responsible for ensuring the appropriate business procedures; quality, and training are developed and implemented for regional office contact center and direct service operations.

Conditions of employment

• US citizenship is required.
• One year probationary period required for initial SES appointment.
• Males born after 12-31-59 must be registered for Selective Service.
• Incumbents of this position will be subject to a background investigation commensurate with the risk and sensitivity level of the position.
• Successful completion of drug screening required.
• Public Financial Disclosure Report (SF-278) is required.
• May be subject to reassignment geographically or organizationally.

Qualifications

To meet the minimum qualifications, applicants must possess the following technical and executive core qualifications. These qualifications would typically be gained through progressively responsible management or executive level assignments such as director of a regional office, medical facility or program manager. An individual's total experience, education and volunteer work experience must demonstrate the ability to perform the duties of the position.

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; religious; 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.

MANDATORY EXECUTIVE CORE QUALIFICATIONS (ECQs): All applicants must submit a written narrative response to the following ECQs. Your narrative must address each ECQ separately. Additional information on ECQs is available at: http://www.opm.gov/policy-data-oversight/senior-executive-service/executive-core-qualifications/. Applicants are encouraged to follow the Challenge, Context, Action and Results model outlined in the guide. It is recommended that you draft your ECQs in a Word document and then upload into the system.

1. Leading Change: The ability to bring about strategic change, both within and outside the organization, to meet organizational goals. Inherent to this ECQ is the ability to establish an organizational vision and to implement it in a continuously changing environment.

2. Leading People: The ability to lead people toward meeting the organization's vision, mission, and goals. Inherent to this ECQ is the ability to provide an inclusive workplace that fosters the development of others, facilitates cooperation and teamwork, and supports constructive resolution of conflicts.

3. Results Driven: The ability to meet organizational goals and customer expectations. Inherent to this ECQ is the ability to make decisions that produce high-quality results by applying technical knowledge, analyzing problems, and calculating risks.

4. Business Acumen: The ability to manage human, financial and information resources strategically.

5. Building Coalitions: The ability to build coalitions internally and with other Federal agencies, state and local governments, nonprofit and private sector organizations, foreign governments, or international organizations to achieve common goals.

TECHNICAL QUALIFICATION (TQ)s: In addition, all applicants must submit a written narrative response to the following TQ(s). Please give examples and explain how often you used your skills, the complexity of the knowledge possessed, the level of people you interacted with, the sensitivity of the issues you handled managing a large public or private sector organization that administers complex, rules-based benefits or services, etc. It is recommended that you draft your TQ(s) in a word document and then upload into the system.

TQ1: Demonstrated experience in the development, implementation and operational oversight of a comprehensive customer service or customer contact program or department of a large public or private sector organization. Provides technical direction for the development, design, and systems integration for client engagement from definition phase through implementation.

How you will be evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

Step 1: ECQ qualifications

Step 2: Technical Qualification(s)

Step 3: VA Executive Resources Board

Step 4: Nominating Organization may conduct interviews

Step 5: Approval by the Selecting Official (may include additional screening)

Step 6: OPM Qualifications Review Board certification