Contact Representative

Summary

Gender Specific Requirement: Only female applicants will be accepted for this vacancy.

These positions are located within the Women Veterans Call Center (WVCC) at the VA Medical Center in Canandaigua, NY. The Contact Representative analyzes situations and facilitates/provides in-depth solutions based on the inquiries, questions, and/or concerns from women Veterans, their representative, families, and caregivers about the many VA healthcare services and resources available to women Veterans.

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Overview

• Accepting applications

• Open & closing dates

06/24/2024 to 06/28/2024

• Salary

$39,756 - $51,680 per year

• Pay scale & grade

GS 5

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Location

2 vacancies in the following location:

• Canandaigua, NY

• Remote job

No

• Telework eligible

Yes-Candidate must be willing and able to telework while living within 1 hour of duty location or work on-site based on agency needs

• Travel Required

Not required

• Relocation expenses reimbursed

No

• Appointment type

Permanent

• Work schedule

Full-time

• Service

Competitive

• Promotion potential

None

• Job family (Series)

0962 Contact Representative

• Supervisory status

No

• Security clearance

Other

• Drug test

No

• Position sensitivity and risk

Non-sensitive (NS)/Low Risk

• Trust determination process

Suitability/Fitness

• Announcement number

CARZ-12450909-24-DEG

• Control number

796781500

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This job is open to

• The public

U.S. Citizens, Nationals or those who owe allegiance to the U.S.

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Duties

• THIS IS NOT A VIRTUAL POSITION, YOU MUST LIVE WITHIN OR BE WILLING TO RELOCATE WITHIN A COMMUTABLE DISTANCE OF THE DUTY LOCATION*

Duties include but are not limited to:

• Conducts outreach calls to women Veterans not already enrolled in VA healthcare services;

• Responds to inbound calls, chat messages, and text messages from women Veterans, family members, or caregivers;

• Serves as a patient advocate and facilitator to ensure women Veterans' needs are being met;

• Works collaboratively with VA programs providing accessibility to care;

• Gathers, analyzes, and evaluates information from women Veterans;

• Applies problem solving techniques to resolve or assist in resolving Veterans' issues/concerns;

• Uses specialized knowledge of all VA benefits and health care services available to women Veterans to provide timely and appropriate problem resolution;

• Researches regulations and policies as it relates to care and services to provide or to assist in providing resolution;

• Coordinates incoming telephone calls and determines the nature of the call to provide additional services;

• Utilizes computer technology to ensure continuity of care through accurate information collection, communication, and documentation;

• Documents all calls, incoming and outbound, utilizing computerized documentation tool;

• Provides referrals to other VA programs when further services are appropriate, to include Women Veterans Program Managers at VA Medical Centers;

• Sends packets of information to women Veterans and individually tailors each packet to the callers' needs;

• Performs all other duties as assigned.

Work Schedule: Set shift between the hours of Monday through Saturday 8:00am - 10:00pm EST

Recruitment & Relocation Incentives: Not authorized

Telework: 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.

Financial Disclosure Report: Not Required

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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

• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP)

• Participation in the Coronavirus Disease 2019 (COVID-19) vaccination program is a requirement for all Veterans Health Administration Health Care Personnel (HCP) - See "Additional Information" below for details.

Qualifications

Gender Specific Requirement: This vacancy has a Gender Specific Restriction. Only female applicants will be accepted for this vacancy. The United States Office of Personnel Management (OPM) has authorized this restriction based on the program's primary function for meeting the needs of female Veterans. All documentation has been carefully reviewed and has met the condition of unusual circumstances as stated in section 5 CFR 332.407 and supports certification of single-sex recruitment. ~AND~

English Language Proficiency Requirement: In accordance with 38 U.S.C. 7402(d), No person shall serve in direct patient care positions unless they are proficient in basic written and spoken English. You must be proficient in basic written and spoken English in order to perform the duties of this position. ~AND~

In addition to meeting the Gender Specific Requirement and the English Language Proficiency, to qualify for this position, you must meet one of the following:

SPECIALIZED EXPERIENCE: GS 5: You must have at least one (1) full year of specialized experience equivalent to at least the next lower grade level (GS-4) in the Federal Service that has given you the particular knowledge, skills and abilities required to successfully perform the duties of this position, and that is typically in or related to the position to be filled. Specialized experience includes working in a large facility or in a call center setting performing clerical, secretarial or administrative support work; assisting patients with basic questions and concerns pertaining to benefits; inputting and accessing information from a computer system; answering telephone inquiries; typing notes. Applicants should possess exceptional interpersonal/communications skill and must have the ability to be an attentive listener. NOTE: Applicants wishing to receive credit for such experience must clearly indicate the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment. ~OR~

SUBSTITUTION OF EDUCATION (TRANSCRIPT REQUIRED): You must have successfully completed a 4-year course of study leading to a bachelor's degree with major study or at least 24 semester hours in subjects appropriate to the position being filled. This education must have been obtained in an accredited business or technical school, junior college, college, or university for which high school graduation or the equivalent is the normal prerequisite. NOTE: Transcripts must be submitted with your application. Education cannot be credited without documentation. ~OR~

COMBINATION (TRANSCRIPT REQUIRED): You must have equivalent combinations of successfully completed post high school education and experience, as described above, may be used to meet total qualification requirements at the GS-05 level. If education is used to meet specialized experience requirements, then such education must include courses directly related to the work of the position and must have been obtained in an accredited college or university. NOTE: Transcripts must be submitted with your application. Education cannot be credited without documentation.

You will be rated on the following Competencies as part of the assessment questionnaire for this position:

• Communications

• Computer Skills

• Customer Service (Clerical/Technical)

• Interpersonal Effectiveness

IMPORTANT: A full year of work is considered to be 35-40 hours of work per week. All experience listed on your resume must include the month and year start/end dates. 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.

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.

Physical Requirements/Working Conditions: The work of this position is primarily sedentary. No special physical demands are required. The work environment involves everyday risks or discomforts that require normal safety precautions typical of locations such as offices, meeting and training rooms, and private or commercial vehicles. The work area is adequately lighted, heated, and ventilated.

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

IMPORTANT: 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: Recognition of Foreign Qualifications | International Affairs Office (ed.gov).

Additional information

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. Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience. 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. For more information on how to apply using this appointment authority via the Selective Placement Coordinator within the office, contact the facility Human Resources Department at (585) 394-2000.

The Interagency Career Transition Assistance Plan (ICTAP) and Career Transition Assistance Plan (CTAP) provide eligible displaced Federal competitive service employees with selection priority over other candidates for competitive service vacancies. To be qualified you must submit appropriate documentation and be found well-qualified (have a final rating of 85 or more before any Veterans preference points) 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/.

This job opportunity announcement may be used to fill additional vacancies.

Pursuant to VHA Directive 1193.01, VHA health care personnel (HCP) are required to be fully vaccinated against COVID-19 subject to such accommodations as required by law (i.e., medical, religious or pregnancy). VHA HCPs do not include remote workers who only infrequently enter VHA locations. If selected, you will be required to be fully vaccinated against COVID-19 and submit documentation of proof of vaccination before your start date. The agency will provide additional information regarding what information or documentation will be needed and how you can request a legally required accommodation from this requirement using the reasonable accommodation process.

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.

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• Benefits

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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 window

Learn more about federal benefits.

Review our benefits

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.

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. If your resume does not support your questionnaire answers, we will not allow credit for your response(s).

Your responses to the assessment questionnaire will be reviewed along with the information provided in your resume and supporting documentation to determine if you are qualified for the position. If, after reviewing your resume and/or supporting documentation, a determination is made that you have inflated your qualifications and or experience, your rating may be lowered and/or you may lose consideration for this position. Please follow all instructions carefully. Errors or omissions may affect your eligibility.

The Department of Veterans Affairs performs pre-employment reference checks as an assessment method used in the hiring process to verify information provided by a candidate (e.g., on resume or during interview or hiring process); gain additional knowledge regarding a candidate's abilities; and assist a hiring manager with making a final selection for a position.

Candidates who apply under All U.S. Citizens announcements will be rated and ranked using Category Rating procedures. Qualified candidates will be assigned to a quality category. The categories are defined as follows:

• Best qualified - applicants possessing experience that substantially exceeds the minimum qualifications of the position including all selective factors, and who are highly proficient in all requirements of the job and can perform effectively in the position;

• Highly qualified - applicants possessing experience that exceeds the minimum qualifications of the position including all selective factors, and who are proficient in most of the requirements of the job;

• Well qualified - applicants possessing experience that meets the minimum qualifications of the position including all selective factors, and who are proficient in some, but not all, of the requirements of the job; and

• Qualified - applicants possessing experience and/or education that meets the minimum qualifications of the position including all selective factors.

Application of Veterans' Preference: Category rating and selection procedures place those with veteran's preference above non-preference eligibles within each category. Preference eligible applicants that meet the eligibility and qualification requirements and who have a compensable service-connected disability of at least 10 percent are listed in the highest quality category (except when the position being filled is scientific or professional at the GS-09 grade level or higher).

It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.

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.