Supervisory Contact Representative

About the role

The primary purpose of the position is to provide supervision, guidance, and assistance to Contact Representatives in the performance of their duties. Contact Representatives respond to questions and resolve issues and concerns of Veterans, Veterans family members and/or legal representatives, the public, and VA employees concerning pharmacy support activities. To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 05/22/2026. 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-09 position you must have served 52 weeks at the GS-08. 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: For the GS-09 level: To qualify, applicants must have one year of specialized experience equivalent to at least the next lower grade (GS-08) in the normal line of progression for the occupation in the organization. Specialized experience is defined as work that involves (1) Observing/rating employee performance for a small organization; (2) Resolving informal complaints/grievances for a small organization; (3) Assisting higher level management in the development of program improvement policies; (4) Monitoring recorded/live calls of employees to identify performance/training needs; AND (5) Resolving call center compliance/quality assurance issues. You will be rated on the following Competencies for this position: Administration and Management Human Resources Management Organizational Awareness 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 required does not inherently include any physical requirements essential for successful job performance that could not otherwise be performed with accommodation or workplace adjustment. 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/.

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