Lead Contact Representative
US Department of Veterans Affairs, Canandaigua, NY, United States
Lead Contact Representative
Incumbent serves as Lead Representative leading three or more Contact Representatives for the Women Veterans Call Center (WVCC) within the Veterans Health Administration, at the Canandaigua VA. The WVCC is a national collaborative effort between Women Health Services, Patient Care Services, and the Canandaigua VA. The WVCC provides in-depth guidance based on questions from women Veterans, their families, and caregivers about VA healthcare services and resources available to women Veterans. Duties: Distributes and balances the workload among employees Assures timely accomplishment of the assigned workload Keeps status and progress of work and makes day-to-day adjustments Prepares production reports as requested Instructs employees in specific tasks and job techniques Gives on-the-job training to new employees in accordance with established procedures and practice Reviews completed work to see that supervisor's instructions on work sequence, procedures, methods, and deadlines have been met Approves leave for a few hours or for emergencies Resolves simple, informal complaints from employees and refers others to supervisor Provides information to supervisor as requested concerning promotions, reassignment, recognition of outstanding performance, and personnel needs. Uses the knowledge required for this position to independently inform and respond to a multitude of Veteran's medical questions and a wide variety of concerns Utilizes extensive knowledge of VA programs Review particular circumstances and goals of each caller; health condition, benefits status, etc. so as to apply the combination of benefits, services, or regulatory requirements that will best meet the needs of the women Veteran. Works with health care providers and administrative support staff to prevent and resolve women Veterans concerns and complaints Acts as the patient advocate and resolves Veterans needs to the best of their ability. Makes referrals as necessary to national programs such as Veterans Benefit Administration, National Cemetery Administration, Health Eligibility Center, and Veterans Health Administration Sends out packets of information to women Veterans based on call center interactions and individually tailors each packet to the callers' needs such as reproductive care, newborn care, survivors benefits, etc. Retrieves voice mail messages to the Women Veterans Call Center. Performs other duties as assigned. Work Schedule: Full-time, Set shift between Monday-Friday, 8:00am-10:00pm and Saturday, 8:00am-6:30pm Telework: This position may be authorized for telework. Telework eligibility will be discussed during the interview process. Virtual: This is not a virtual position. Position Description/PD#: Lead Contact Representative / PD08332A Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Authorized Permanent Change of Station (PCS): Not Authorized Requirements: You must be a U.S. Citizen to apply for this job To be considered for this position, you must complete all required steps in the process. In addition to the application and questionnaire, this position requires an online assessment. The online assessment measures critical general competencies required to perform the job. Selective Service Registration is required for males born after 12/31/1959 Subject to background/security investigation Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements. Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP) As a condition of employment for accepting this position, you will be required to serve a 1-year probationary period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider: your performance and conduct; the needs and interests of the agency; whether your continued employment would advance organizational goals of the agency or the Government; and whether your continued employment would advance the efficiency of the Federal service. Upon completion of your probationary period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest. Qualifications: To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 04/02/2026. 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-06 position you must have served 52 weeks at the GS-05. 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. Specialized Experience - Experience that equipped the applicant with the particular knowledge, skills, and abilities (KSAs) to perform successfully the duties of the position (In depth and extensive knowledge of the Women's Veterans Call Center and the Women's Health Services organization, mission, goals, objectives and work processes), and that is typically in or related to the position to be filled. To be creditable, specialized experience must have been equivalent to at least the next lower grade level. Applicants who have the 1 year of appropriate specialized experience, as indicated in the table, are not required by this standard to have general experience, education above the high school level, or any additional specialized experience to meet the minimum qualification requirements Physical Requirements: The work of this position is primarily sedentary. No special physical demands are required. The work environment involves everyday risks or discomforts that require normal safety precautions typical of locations such as offices, meeting and training rooms, and private or commercial vehicles. The work area is adequately lighted, heated, and ventilated. Education: There is no educational substitution at this grade level. Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/ . If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: https://sites.ed.gov/international/recognition-of-foreign-qualifications/. 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. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance to Compete Act. Reasonable Accommodation (RA) Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application. Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments, based on your adjudication decision. You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments if you received the link after the close of the announcement. To determine if you need a RA, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments. Receiving Service Credit for Earning Annual (
Incumbent serves as Lead Representative leading three or more Contact Representatives for the Women Veterans Call Center (WVCC) within the Veterans Health Administration, at the Canandaigua VA. The WVCC is a national collaborative effort between Women Health Services, Patient Care Services, and the Canandaigua VA. The WVCC provides in-depth guidance based on questions from women Veterans, their families, and caregivers about VA healthcare services and resources available to women Veterans. Duties: Distributes and balances the workload among employees Assures timely accomplishment of the assigned workload Keeps status and progress of work and makes day-to-day adjustments Prepares production reports as requested Instructs employees in specific tasks and job techniques Gives on-the-job training to new employees in accordance with established procedures and practice Reviews completed work to see that supervisor's instructions on work sequence, procedures, methods, and deadlines have been met Approves leave for a few hours or for emergencies Resolves simple, informal complaints from employees and refers others to supervisor Provides information to supervisor as requested concerning promotions, reassignment, recognition of outstanding performance, and personnel needs. Uses the knowledge required for this position to independently inform and respond to a multitude of Veteran's medical questions and a wide variety of concerns Utilizes extensive knowledge of VA programs Review particular circumstances and goals of each caller; health condition, benefits status, etc. so as to apply the combination of benefits, services, or regulatory requirements that will best meet the needs of the women Veteran. Works with health care providers and administrative support staff to prevent and resolve women Veterans concerns and complaints Acts as the patient advocate and resolves Veterans needs to the best of their ability. Makes referrals as necessary to national programs such as Veterans Benefit Administration, National Cemetery Administration, Health Eligibility Center, and Veterans Health Administration Sends out packets of information to women Veterans based on call center interactions and individually tailors each packet to the callers' needs such as reproductive care, newborn care, survivors benefits, etc. Retrieves voice mail messages to the Women Veterans Call Center. Performs other duties as assigned. Work Schedule: Full-time, Set shift between Monday-Friday, 8:00am-10:00pm and Saturday, 8:00am-6:30pm Telework: This position may be authorized for telework. Telework eligibility will be discussed during the interview process. Virtual: This is not a virtual position. Position Description/PD#: Lead Contact Representative / PD08332A Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Authorized Permanent Change of Station (PCS): Not Authorized Requirements: You must be a U.S. Citizen to apply for this job To be considered for this position, you must complete all required steps in the process. In addition to the application and questionnaire, this position requires an online assessment. The online assessment measures critical general competencies required to perform the job. Selective Service Registration is required for males born after 12/31/1959 Subject to background/security investigation Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements. Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP) As a condition of employment for accepting this position, you will be required to serve a 1-year probationary period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider: your performance and conduct; the needs and interests of the agency; whether your continued employment would advance organizational goals of the agency or the Government; and whether your continued employment would advance the efficiency of the Federal service. Upon completion of your probationary period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest. Qualifications: To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 04/02/2026. 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-06 position you must have served 52 weeks at the GS-05. 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. Specialized Experience - Experience that equipped the applicant with the particular knowledge, skills, and abilities (KSAs) to perform successfully the duties of the position (In depth and extensive knowledge of the Women's Veterans Call Center and the Women's Health Services organization, mission, goals, objectives and work processes), and that is typically in or related to the position to be filled. To be creditable, specialized experience must have been equivalent to at least the next lower grade level. Applicants who have the 1 year of appropriate specialized experience, as indicated in the table, are not required by this standard to have general experience, education above the high school level, or any additional specialized experience to meet the minimum qualification requirements Physical Requirements: The work of this position is primarily sedentary. No special physical demands are required. The work environment involves everyday risks or discomforts that require normal safety precautions typical of locations such as offices, meeting and training rooms, and private or commercial vehicles. The work area is adequately lighted, heated, and ventilated. Education: There is no educational substitution at this grade level. Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/ . If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: https://sites.ed.gov/international/recognition-of-foreign-qualifications/. 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. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance to Compete Act. Reasonable Accommodation (RA) Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application. Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments, based on your adjudication decision. You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments if you received the link after the close of the announcement. To determine if you need a RA, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments. Receiving Service Credit for Earning Annual (