Supervisory Contact Representative

About the role

This position is assigned to the VHA Office of Integrated Veteran Care, IEN, Customer Experience Program Management Officer. The primary function of the position is to manage Customer Experience (CX) activities, which include telephonic, written and/or electronic inquiries from Veterans, beneficiaries and providers; Congressional liaison activity; and reconsideration of claims for benefits payable under all programs assigned to the Office of Community Care (OCC). To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 06/05/2026. 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-11 position you must have served 52 weeks at the GS-09. 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 as described below: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-09 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Led or supervised customer service operations in healthcare, benefits, claims, and call center environments. Coached, trained, and mentored employees on policies, procedures, customer service standards, and operational requirements. Resolved complex customer inquiries, complaints, and escalations related to community-based programs and benefits. Interpreted and applied policies, regulations, and program guidance to address and resolve benefit-related issues. Communicated operational updates, procedural changes, and organizational guidance to employees and stakeholders. You will be rated on the following Competencies for this position: Accountability Customer Service Leadership Communication 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 primarily sedentary although some walking, stooping, bending, reaching, and carrying of loads weighing up to 20 pounds is required. Use of a computer is extensive. 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/.