Veterans Service Representative - Veterans Benefits Administration

Summary The Career Transition Assistance Plan (CTAP) provides eligible displaced VA 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. Click here for more information about CTAP eligibility on OPM's website. Responsibilities VSRs of this position serve as the primary contact for the Veteran and his/her representative or advocate and the decision- maker for compensation or pension claims. The Veterans Service Representative (VSR) works as an employee in the Veterans Service Center (VSC) or Pension Management Center (PMC). The VSR explains benefit programs and entitlement criteria, conducts interviews, identifies issues, gathers relevant evidence, adjudicates claims, and inputs data necessary to generate the award and notification letter to the Veteran describing the decision and the reason for it. When called upon, to perform the duties and responsibilities as described below, comprehensive knowledge and expertise are critical to the position. Upon assignment to a team, the VSR will be expected to perform core duties that are aligned with the team's mission. These duties and responsibilities will be supplemented, as necessary by duties that are applicable to a team or common to all teams. Conducts interviews in person or by telephone with Veterans' representatives, and advocates. Explains the full range of VA benefits and all related programs; including disability and death compensation programs; pension programs; education; vocational rehabilitation and other related entitlements; home loan guaranty program; small or disadvantaged business utilization; VA health care; life insurance: general Social Security Administration benefit programs; federal and state laws relating to domestic relations, and Federal, state, And local assistance programs. Refers persons to other Federal agencies and State and local agencies when potential eligibility for non-VA benefits is indicated. Informs the claimant of all evidence requirements needed to further process a claim for benefits and/or services and assists claimants with completion of the application and other forms. Occasionally, an applicant or caller may become upset, unruly, or threatening. In these cases, must exercise good judgment and professional demeanor in attempting to calm the situation. Reviews, controls, processes, or routes incoming mail and evidence received from all sources. Identifies each item of mail to be handled by another team and routes it to the Mail Control Point for more in-depth review and analysis or to a Claims Assistant to properly control the item after which it is forwarded to the appropriate team. Also, identifies items of mail that can be processed "at once", such as original compensation claims for which all Service Treatment Records are available and for which separation examination is adequate for rating purposes. Processes actions that include: reported change in income; reported change in dependency; and determinations as to eligibility for the type of benefit sought to include questions relating to adequacy of military service; adequacy of medical evidence and lay testimony to establish a claim; and evaluates evidence of income, net worth, employability, dependency and relationship. Fully analyzes, develops, and requests required evidence for the following claims requiring a rating decision: Original and reopened live and death compensation, compensation claimed on the basis of 38 U.S.C. 1151 supplemental claims, and basic eligibility issues requiring a rating decision. Decides the necessity for and type of examinations, reexamination, or opinions to determine the existence of or to evaluate disabilities resulting from diseases or injuries. Develops comprehensive requests for examinations/opinions to ensure appropriate evidence is received from which to adjudicate the claim. Makes determinations relative to VA hospitalization, outpatient treatment institutional or domiciliary care and basic eligibility for vocational rehabilitation. Fully accountable for proper analysis, appropriate development, and/or adjudication of the claim/appeal. Adjudicates and issues decisions for the most complex and sensitive claims. 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. The grade progression for this position is: GS-07/09/10. Work Schedule: Monday through Friday (actual times to be determined between 6:00 am & 6:00 pm). Telework: Available Remote: This is not a remote position. Position Description Title/PD#: Veterans Service Representative / 37300A; 37301A; 37233A Relocation/Recruitment Incentives: Not authorized Financial Disclosure Report: Not required Requirements Conditions of Employment Qualifications To qualify for this position, applicants must meet all requirements by the closing date of this announcement: 10/21/2024. GRADE REQUIREMENT: To receive CTAP selection priority, your grade level upon Reduction in Force must be at least 7/9/10 with promotion potential of at least GS-10. MINIMUM QUALIFICATIONS: You may qualify based on your experience and/or education as described below: GS-07 Grade Level: Applicants must have one (1) year of specialized experience equivalent to at least the next lower grade level (GS-05) in the normal line of progression for the occupation in the organization. Specialized experience is defined as demonstrated experience interpreting, regulations and applying laws required to explain, evaluate and recommend determinations of eligibility to claimant request for services and benefits. The ability to request relevant medical or administrative evidence to make eligibility determinations. Experience analyzing medical evidence, benefit and/or legal evidence to identify and recognize required actions for claim development. Experience in explaining program benefit entitlements and requirements. OR One (1) full year of graduate-level education; related to the competencies required to perform in this position OR A bachelor degree with Superior Academic Achievement (SAA) SAA is based on a GPA of 3.0 or higher out of a possible 4.0; class standing in the upper third of graduating class; or election to membership in a national scholastic honor society. OR Applicants may also combine education and experience to qualify. To calculate, first identify the percentage of required education you have earned. When substituting you can use graduate level education you have earned beyond a Bachelor's Degree. Then identify the percentage of required experience you possess. Add the two percentages. The total percentage must equal at least 100 percent to qualify at the GS-07. For example, an applicant who has 9 semester hours of graduate level education (i.e. 50% of graduate education required) and 6 months of creditable specialized experience (i.e. 50% of the required experience) would equal 100% of the required experience for the position. Click here for more information. GS-09 Grade Level: In addition to the specialized experience required at the GS-07 level of this position applicants must have one (1) year of specialized experience equivalent to at least the next lower grade level (GS-07) in the normal line of progression for the occupation in the organization. Specialized experience is defined as experience which required interpretation of legal and medical documentation to determine claimant's eligibility for services and benefits programs. Determining the eligibility for Federal or State-administered benefits, such as: disability, education, housing, medical, and/or veterans' benefits. Interpreting and applying Federal and State laws, including case law, existing statutes and procedures, and precedent rulings, to process claims pertaining to a service program. Gathering and requesting evidence to build service program case files, respond to claimant inquires, and identify errors, inconsistencies, or omissions. Explaining Federal or State claims decisions to claimants, special interest groups, dependents, and/or representatives in an effort to gain acceptance of the determination. OR A Master's or equivalent graduate degree or 2 full years of progressively higher level graduate education leading to such a degree. To be creditable, such education must demonstrate the knowledge, skills, and abilities necessary to do the work. OR Applicants may also combine education and experience to qualify. To calculate, first identify the percentage of required education you have earned. When substituting you can use graduate level education you have earned beyond a Master's or equivalent graduate degree. Then identify the percentage of required experience you possess. Add the two percentages. The total percentage must equal at least 100 percent to qualify at the GS-09. For example, an applicant who has 9 semester hours of graduate level education (i.e. 50% of graduate education required) and 6 months of creditable specialized experience (i.e. 50% of the required experience) would equal 100% of the required experience for the position. Click here for more information. GS-10 Grade Level: In addition to the specialized experience required at the GS-09 level of this position applicants must have one (1) year of specialized experience equivalent to at least the next lower grade level (GS-09) in the normal line of progression for the occupation in the organization. Specialized experience is defined as demonstrated competence in adjudicating veterans' claims. Specialized experience is typically gained in positions that have involved the development, examination, investigation, adjudication, and authorization of claims for disability compensation, disability pension, death compensation, death pension benefits, life insurance benefits etc. Such experience is to be substantive and relevant and requires a high degree of independence and judgment in interpretation of more complex legal and medical documentation to determine claimant's eligibility and supporting evidence for services and benefits. OR Two and a half years of progressively higher level graduate education leading to a Ph.D. or equivalent doctoral degree. To be creditable, such education must demonstrate the knowledge, skills, and abilities (see "Competencies" in the Requirements section) necessary to do the work. OR Applicants may also combine education and experience to qualify. To calculate, first identify the percentage of required education you have earned. When substituting you can use graduate level education you have earned beyond a Ph.D. or equivalent doctorate degree. Then identify the percentage of required experience you possess. Add the two percentages. The total percentage must equal at least 100 percent to qualify at the GS-09. For example, an applicant who has 9 semester hours of doctorate level education (i.e. 50% of doctorate education required) and 6 months of creditable specialized experience (i.e. 50% of the required experience) would equal 100% of the required experience for the position. Click here for more information. 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 normally involves mental rather than physical exertion. The work is mostly sedentary; however, there may be some walking, standing, and carrying of light Items such as papers and books. Education Education must be accredited by an accrediting institution recognized by the U.S. Department of Education to be credited towards qualifications. Provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education. All education claimed by applicants will be verified upon appointment. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript to receive credit. Additional Information Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer (TJO). Please visit the Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP), va.gov/EMPLOYEE/docs/The-Fair-Chance-to-Compete-Act.pdf for more 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. 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. 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 an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement.