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Supervisory Legal Admin Specialist.

Veterans Benefits Administration · Tippecanoe County, IN · 3 mo ago
LegalFull-time

About the role

The National Call Center Manager (NCCM) provides leadership and direction to the National Call Center (NCC), which centralizes VA's toll-free phone activity to ensure greater consistency and quality in phone service. The incumbent coordinates NCC activities with other NCCs, Regional Offices (ROs), and divisions within the ROs. This position has full responsibility for the operation of the NCC within its states of jurisdiction.

Responsibilities

  • Advise and provide information on benefits and rights, explain legal provisions, regulations, and administrative practices, and assist individuals in submitting required documents and evidence.
  • Serve as the principal advisor on call center issues to the Regional Office Assistant Director/Director.
  • Oversee and manage the NCC and the IRIS Response Center, acting as the primary interface for Veterans with VA.
  • Manage the call center participant correspondence function and coordinate the Interactive Voice Response System (IVR).
  • Direct all call center customer service within the multi-state jurisdiction.
  • Facilitate discussions with Veterans' service organizations, congressional liaisons, and others at state, regional, and national meetings and conferences.
  • Ensure equal opportunities for all NCC and IRC employees and support EEO goals.
  • Responsible for budgetary controls and expenditures for the National Call Center.

How you'll work

The employee will work remotely 100% of the time in a non-VA-owned space (typically a personal residence). The workspace must be secure, distraction-free, and equipped with reliable high-speed internet connectivity. Government-furnished equipment includes a laptop computer, camera, docking station, monitor screens, and headset. A secure VPN will be used to access Microsoft Office products and specific communications software, including a soft phone, to educate and connect Veterans with their earned benefits.

Successful candidates will work Monday through Friday as part of a distributed team servicing 40,000 or more callers daily between 8 a.m. and 9 p.m. Eastern Standard Time (EST). Occasional travel to the closest VA Regional Office, VA Medical Center, or other VA facility may be required for equipment issuance or technical support.

Schedule

Full time, Monday through Friday, 8:00 am to 4:30 pm Pacific Time (PT).

Requirements

  • Must be a U.S. Citizen.
  • Selective Service Registration is required for males born after 12/31/1959.
  • Must serve a 1-year probationary period, during which employment may be terminated if it does not advance the public interest.
  • May be required to serve a supervisory probationary period.
  • Subject to background/security investigation.
  • Must complete an online onboarding process and provide acceptable forms of identification. Effective May 7, 2025, non-REAL ID compliant driver's licenses or state-issued identification cards cannot be used for employment verification.

Qualifications

To qualify for this GS-13 position, applicants must meet all requirements by the closing date of this announcement (07/30/2026).

  • Time-in-Grade Requirement: Applicants who are current Federal employees must have served 52 weeks at the GS-12 level or higher within the past 52 weeks. Current VBA employees requesting reassignment or change to a lower grade must currently hold a GS-13 (or higher) position with promotion potential of at least GS-13. Applicants must provide a copy of their most recent SF-50, "Notification of Personnel Action," demonstrating competitive service and time-in-grade eligibility.
  • Specialized Experience: One year of specialized experience equivalent to the GS-12 level or higher, including:
    • Comprehensive knowledge of Veteran benefit programs or VBA business lines and laws affecting Veterans' compensation and pension benefits.
    • Experience supervising, managing, or leading projects to accomplish performance and project goals.
    • Knowledge of employee relations (e.g., performance or conduct-based actions) and/or labor relations (e.g., grievance processes or negotiations).
  • Volunteer Experience: Paid and unpaid experience, including volunteer work through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations, is creditable.
  • Physical Requirements: The work is mostly sedentary but requires long periods of talking, which may occasionally strain the throat/vocal cords. Extensive use of a computer and telephone with a headset is required. Some walking, standing, and carrying of light items may be necessary.

Benefits

As a federal employee, you and your family will have access to a comprehensive benefits package designed to support your career and well-being. Eligibility for benefits depends on the type of position held and whether it is full-time, part-time, or intermittent.

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