Clarification from the agency

This vacancy is open to current, permanent (career/career conditional) employees of the Denver VBA Regional Office and CTAP eligible only. For purposes of this job announcement, Fiduciary Hub bargaining unit employees in the commuting area are considered facility employees.

The Legal Administrative Specialist Coach (LASC) serves as the supervisor for the Legal Administrative Specialists in the Fiduciary Call Center (FCC). The LASC is responsible for directing the day-to-day activities for their team and responsible for any customer who wishes to speak to a "supervisor" or any request to elevate the issue. LASC should also provide detailed information for short-term and long-term circumstances that might influence their choice between various Veteran benefits.

Specific duties include:

1. Responsible for ensuring that their team's quality and timeliness of service meets performance indicator goals. Performs monitoring on their employees and or others assigned by the FCCM as part of the VBA mandated local telephone quality reviews through monitoring program.
2. Takes ownership of callbacks. Research issue(s) to include direct contact with Fiduciary Hub of jurisdiction if warranted, or in course of research with other Federal or state agencies as necessary. Follows-up with the veteran or caller on results of research.
3. Mentors Legal Administrative Specialist (LAS) and Lead LAS on the technical aspects of the job in a manner which addresses individual learning needs and effectively offers feedback to identify and correct deficient areas. Provides training consistent with training needs. Works with lower-graded employees to ensure that tasks are completed with the deadline established by the FCCM.
4. Provide advice and counsel to employees related to work and administrative matters. Affects disciplinary measures as appropriate to the authority delegated. Reviews and approves or disapproves leave requests to maintain appropriate staffing levels for the division. Assures that subordinates are trained and fully comply with the provisions of all safety regulations. Hears and resolves complaints from employees engaging in ADR/mediation as needed.
5. Responsible for keeping the FCCM informed of changes to programs and how those changes affect other programs administered by VA. The incumbent maintains liaison with officials of other government and non-government agencies such as Veterans Service Organization officials, to facilitate cooperative efforts/exchanges in programs benefiting Veterans.
6. The incumbent ensures that training is given a high priority to assure that employees have the competencies required to provide the best service to their customers. This includes training to keep abreast of changes in technology, changes to VA rules and regulations and training in support of team development.
7. The incumbent is responsible for ensuring that their team's quality and timeliness of service meets performance indicator goals. Performs monitoring on their employees and or others assigned by the FCCM as part of the VBA mandated local telephone quality reviews through monitoring program.
8. Performs the administrative and personnel management functions relative to staff supervised. Establish guidelines and performance expectations for staff, which are clearly communicated through the formal employee performance management system. Observes workers' performance; demonstrates and conducts work performance critiques. Develops work improvement plans for the team, recommending personnel actions as necessary.

Promotion Potential: None. This is the full performance level of this position.
Work Schedule: Full-time, Monday-Friday, 8am-6:30pm
Compressed/Flexible: Not Available
Telework: Available
Virtual: Not applicable, this is a remote position.
Position Description/PD#: Supervisory Legal Administrative Specialist (Coach); PD41280A

Conditions of employment

As a condition of employment for accepting this position, you will be required to serve a 1-year probationary 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 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.

• 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
• Selectees are required to service a one-year supervisory probationary period if not previously completed in a Federal position.
• Selected applicants will be required to complete an online onboarding process.

Acceptable form(s) of identification will be required to complete pre-employment requirements I-9 Acceptable Documents.

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement:06/03/2026.

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.

• For a GS-12 position you must have served 52 weeks at the GS-11 level.

MINIMUM QUALIFICATION REQUIREMENT: You may qualify based on your experience and as described below:
GS-12 Grade Level:

• Specialized Experience: Specialized experience is defined as (1) experience counseling Veterans, their dependents, and their representatives, both orally and in writing, regarding benefits available through the Department of Veterans Affairs, state, federal and local benefit programs concerned with veterans; and (2) experience serving as a team or project lead to accomplish project goals.

Volunteer Experience: 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.
Full vs. Part-Time Employment: Full-time employment is considered to be at least 35 hours per week. Part-time experience will be credited on a pro-rated basis; when including part-time employment in your resume you must specify the average hours worked per week.
Physical Requirements: The work requires some physical effort, such as standing, walking, bending, or sitting. There are no special physical demands. The work is mostly sedentary. However, there may be some walking, standing, and carrying of light items such as papers, books, claim folders, and files from one desk to another or for returning to storage.

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/.

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 an interview.

You will be assessed on the following competencies (knowledge, skills, abilities, and other characteristics):

• Conflict Management: Manages and resolves conflicts, grievances, confrontations, or disagreements in a constructive manner to minimize negative personal impact.
• Influencing/Negotiating: Persuades others to accept recommendations, cooperate, or change their behavior; works with others towards an agreement; negotiates to find mutually acceptable solutions.
• Manages Resources: Selects, acquires, stores, and distributes resources such as materials, equipment, or money.
• Partnering: Develops networks and builds alliances; collaborates across boundaries to build strategic relationships and achieve common goals.
• Planning and Evaluating: Organizes work, sets priorities, and determines resource requirements; determines short- or long-term goals and strategies to achieve them; coordinates with other organizations or parts of the organization to accomplish goals; monitors progress and evaluates outcomes.
• Communication: Effectively expresses information to multiple audiences through clear, convincing oral and written communications; demonstrates logical thinking when describing facts and concepts, and shapes communications to meet the needs of a specific audience; actively listens to others and demonstrates understanding of their comments and/or questions.
• Self Management: Sets well-defined and realistic personal goals; displays a high level of initiative, effort, and commitment towards completing assignments in a timely manner; works with minimal supervision; is motivated to achieve; demonstrates responsible behavior.
• Problem Solving: Identifies and analyzes problems; uses sound reasoning to arrive at conclusions; finds alternative solutions to complex problems; distinguishes between relevant and irrelevant information to make logical judgments.
• Technical Creditability: Understands and appropriately applies principles, procedures, requirements, regulations, and policies related to specialized experience.

Overstating your qualifications and/or experience in your application materials or application questionnaire may result in your removal from consideration. Cheating on an assessment may also result in your removal from consideration.