Supervisory Legal Administrative Specialist.

About the role

The incumbent has full responsibility for the operation of the NCC in the states of jurisdiction. Specific duties include, but are not limited to:

• Advising and providing information on benefits and rights, explaining pertinent legal provisions, regulations, and related administrative practices and their application to specific cases.
• Assisting individuals in how best to provide required documents and evidence.
• Serving as the principal advisor on call center issues to the Regional Office Assistant Director/Director.
• Overseeing and managing the NCC and the Inquiry Routing and Information System (IRIS) Response Center; acting as the primary interface for Veterans with VA.
• Managing the call center participant correspondence function; coordinating the Interactive Voice Response System (IVR).
• Directing all call center customer service within the multi-state jurisdiction.
• Facilitating discussions with Veterans' Service Organizations, congressional liaisons, and others at state, regional, and national meetings and conferences.
• Ensuring equal opportunities for all NCC and IRC employees and supporting EEO goals; responsible for budgetary controls and expenditures for the National Call Center.

Work Schedule

Monday - Friday 8:00 am - 4:30 pm

Qualifications

Specialized Experience: Characterized by an overall knowledge of all VA benefit programs as well as a thorough knowledge of general laws affecting veteran's Compensation and Pension benefits and a full and complete knowledge of the laws, regulations, precedent opinions of the Court of Veterans Appeals, authoritative opinions of the General Counsel, and the procedural requirements affecting the entire field of Compensation and Pension benefits programs. Candidates must also have demonstrated in their work experience or training that they possess, or have the potential to develop, the qualities to successfully supervise subordinates and to operate and manage a successful National Call Center.

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).

Minimum Qualification Requirement: GS-13 Grade Level

• Specialized Experience: An overall knowledge of all VA benefit programs as well as a thorough knowledge of general laws affecting veteran's Compensation and Pension benefits and a full and complete knowledge of the laws, regulations, precedent opinions of the Court of Veterans Appeals, authoritative opinions of the General Counsel, and the procedural requirements affecting the entire field of Compensation and Pension benefits programs.
• 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).

Education: There is no educational substitution at this grade level.