Contact Representative - Enrollment And Case Management

Department Of Veterans Affairs Fort Riley , KS 66442

Posted 2 months ago

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The Contact Representative position with the Enrollment & Case Management Division call center. This position entails assessing and verifying veterans' eligibility status, processing enrollment applications. Tasks include answering telephone and written correspondence related to enrollment, financial assessment, and eligibility issues; performing on-line updates to veteran information; and managing correspondence and data.

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Some of the major duties include but are not limited to:

  • Authorizing Veteran's eligibility applications for programs such as, but not limited to, enrollment, eligibility for VA healthcare benefits, and financial assessment.

  • Processes requests to update veterans' personal, eligibility and enrollment information by entering the information into the HEC database and transmits updates to VHA facilities involved in the veteran's care.

  • Communicating with management in regards to veterans' escalated problems and feedback on process improvements.

  • Develop financial assessments to determine the veteran's priority for enrollment in the VA Healthcare System and their eligibility for income-based benefits.

  • Counsels' veterans and their representatives regarding the outcome of the case development process to ensure that eligibility for VA benefits and services are thoroughly explained.

  • Observes and adheres to existing regulations so as to carefully review the circumstances that could enhance, restore or substantiate the veteran's benefit status.

  • Applies rules and regulations relative to veterans' eligibility for VA health care benefits. Interpretation of relevant laws, VHA guidelines and regulations, and other federal agency policies is required to ensure that timely and appropriate measures are taken throughout data collection and data entry processes.

  • Prepares written responses on a broad spectrum of complex inquiries from internal and external customers by independently recognizing issues, topics, or problems.

  • Prepares, composes, or reviews correspondence prepared for the purpose of obtaining or supplying information.

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: Full-Time, Permanent, Monday through Friday, to be scheduled between the hours of 6:45am to 7:30pm (CST). Specific tour of duty to be determined by supervisor after completion of training.

Telework: Available on an ADHOC basis only.

Virtual: This is not a virtual position.

Position Description/PD#: Contact Representative - Enrollment and Case Management/PD06811A, PD06812A, and PD06813A

Relocation/Recruitment Incentives: Not Authorized

Financial Disclosure Report: Not required

Job Series 0962 Conditions of Employment:

  1. Selectee must successfully complete approximately 4-6 weeks of full time classroom training.

  2. To maintain employment, selectee must achieve a passing grade of at least 80% on all competency testing during classroom training.

  3. Failure to meet these requirements may result in termination of employment or reassignment to your previous position (if the vacancy is still available).

Travel Required

Not required

Supervisory status


Promotion Potential


  • Job family (Series)

0962 Contact Representative

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  • Requirements



Conditions of Employment

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

  • Designated and/or random drug testing may be required

  • 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

  • See training requirement under duties.


To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 10/28/2020.

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-06 position you must have served 52 weeks at the GS-05. For a GS-07 position you must have served 52 weeks at the GS-06.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 and/or education as described below:


  • Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-05 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to:

  • Research and apply federal laws, regulations, policies, and procedures.

  • Prepare written responses to internal and external customers.

  • Perform data entry in various computer systems

  • Assist customers/patients by phone, email, and web chat.

  • Explain to customers/patients on how to complete required forms. OR,

  • Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have 4 years above high school. OR,

  • Combination: Applicants may also combine education and experience to qualify at this level. You must have a combination of specialized experience and the first two years of education beyond high school level. For example, the position to be filled is a Contact Representative, GS-5. The applicant has 9 months of specialized experience and 75 semester hours of college (15 semester hours beyond the second year and the equivalent of 3 months of specialized experience). The applicant meets 75 percent of the required experience and 25 percent of the required education. The applicant meets 100 percent of the requirement for 1 year of specialized experience and is qualified for the position.


  • Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-06 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to:

  • Evaluate personal work assignments and prioritize to meet the work units demands.

  • Provide guidance to patients/customers on federal laws, regulations, policies, and procedures.

  • Process requests to update customer/patient information in a computer database.

  • Perform telephone calls in a high-volume response environment (i.e. customer call center)

  • Resolve conflicting or inconsistent information in customer/patient files.


  • Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-07 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to:

  • Develop financial assessments to determine financial assistance for medical benefits.

  • Perform research on complex inquiries related to medical benefits.

  • Prepare written case notes based on interactions with customers/patients in a computerized database

  • Manage the flow of telephone calls, identify caller's issues, and provide appropriate responses.

  • Perform in-depth research and interpretation of federal regulations, polices, and procedures as they relate to medical benefits

You will be rated on the following Competencies for this position:

  • Attention to Detail

  • Communication

  • Computer Skills

  • Organizational Awareness

  • Organizational Stewardship

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:The work is mostly sedentary. Eligibility determination and letter writing is done sitting at a desk. In some positions, employees walk to other offices, bend, and stoop to reach files, and lift or carry light reference books, files, papers, or pamphlets.

For more information on these qualification standards, please visit the United States Office of Personnel Management's website at


There is no educational substitution at the GS-6 and GS-07 grade level.

A transcript must be submitted with your application if you are basing all or part of your qualifications on education at the GS-05 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: 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:

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Contact Representative - Enrollment And Case Management

Department Of Veterans Affairs