Contact Representative
U.S. Department of Veterans Affairs, Centerfield, NY, United States
Summary
Incumbent serves as 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. It provides in‑depth guidance based on questions from women veterans, their families, and caregivers about VA healthcare services and resources available to women veterans.
Qualifications To qualify for this position applicants must meet all requirements by the closing date of this announcement, 03/26/2026.
Gender Specific Requirement (Screen‑Out): This vacancy has a gender specific restriction. Only female applicants will be accepted. The United States Office of Personnel Management has authorized this restriction based on the program’s primary function for meeting the needs of female veterans.
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‑05 position you must have served 52 weeks at the GS‑06. The grade may have been in any occupation but must have been held in the federal service. Submit an SF‑50 showing your eligibility. 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. 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: You must have one year of specialized experience equivalent to at least the next lower grade (GS‑04). Examples of specialized experience would typically include – but are not limited to – working in a patient‑care centered facility or in a call‑center setting performing clerical, secretarial or administrative support work; counseling and assisting patients with basic questions and concerns pertaining to benefits; inputting and accessing information through various data systems; answering telephone inquiries; analyzing problems and providing an accurate resolution; typing case notes. Applicants should possess exceptional interpersonal/communications skill and must have the ability to be an attentive listener. Experience must be fully documented on your resume and must include job title – duties – month and year start/end dates and hours worked per week.
Education: Applicants may substitute education for the required experience. To qualify based on education you must have 4 years above high school. Transcripts must be submitted with your application.
Combination: Applicants may also combine education and experience to qualify at this level. You must have a combination of specialized experience and education beyond 2 years above high school. Transcripts must be submitted with your application.
Competencies assessed: Attention to Detail; Customer Service; Decision Making; Flexibility; Integrity/Honesty; Interpersonal Skills; Learning; Reading Comprehension; Reasoning; Self‑Management; Stress Tolerance; Teamwork.
Experience refers to paid and unpaid experience, including volunteer work performed through national service programs (e.g. Peace Corps, AmeriCorps) and other organizations (e.g. professional, philanthropic, religious, 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. All qualifying experience, including volunteer experience, will receive credit. 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 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.
For more information on these qualification standards, visit https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.
Duties
Responds to inbound calls, chat messages, and text messages from women veterans, family members, or caregivers.
Utilizes specialized knowledge of all available VA benefits and healthcare services to provide timely and appropriate problem resolution and/or caller referral.
Provides in‑depth and detailed information to women veterans about health care services they may be eligible for.
Independently answers a multitude of veterans’ medical questions and concerns, providing comprehensive explanations of available resources.
Coordinated incoming telephone calls, determining the nature of the call, addressing the issue, and, if needed, communicating the caller’s needs to other VA care or service providers.
Utilizes extensive knowledge of VA programs such as MST, PTSD, homelessness, and women’s health care services.
Evaluates priority 30‑day follow‑up calls and makes outgoing calls to women veterans across the nation to ensure they received the services they need.
Conducts outreach calls to women veterans not already enrolled in VA healthcare services, ensuring all necessary information is obtained from callers/contacts.
Acts as the patient advocate and resolves veterans’ needs to the best of her ability.
Makes appropriate independent decisions regarding suicidal crisis, medical crisis, and homelessness situations based on assessment.
Determines when to warm‑transfer veterans to the Veterans Crisis Line and Homeless Line for emergent and urgent crisis needs.
Makes referrals as necessary to national programs such as VBA, HEC, NCA, and VHA.
Utilizes computer technology to ensure continuity of care through accurate information collection, communication, and documentation.
Sends out packages of information to women veterans based on call‑center interactions, tailoring each package to the caller’s needs such as reproductive care, newborn care, survivors benefits, etc.
Participates as a WVCC team member through various duties as assigned, multidisciplinary program meetings, direct interaction with the WVCC leadership team, and development and implementation of program procedures, goals, and objectives.
Performs other duties as assigned.
Work schedule: Set shift between Monday‑Friday 8:00 am‑10:00 pm and Saturday 8:00 am‑6:30 pm.
Telework may be authorized; telework eligibility discussed during interview.
Position is not virtual.
Position Description/PD#: Contact Representative/PD08137A.
Relocation/Recruitment Incentives: None.
Critical Skills Incentive (CSI): Not approved.
Permanent Change of Station (PCS): Not authorized.
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Qualifications To qualify for this position applicants must meet all requirements by the closing date of this announcement, 03/26/2026.
Gender Specific Requirement (Screen‑Out): This vacancy has a gender specific restriction. Only female applicants will be accepted. The United States Office of Personnel Management has authorized this restriction based on the program’s primary function for meeting the needs of female veterans.
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‑05 position you must have served 52 weeks at the GS‑06. The grade may have been in any occupation but must have been held in the federal service. Submit an SF‑50 showing your eligibility. 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. 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: You must have one year of specialized experience equivalent to at least the next lower grade (GS‑04). Examples of specialized experience would typically include – but are not limited to – working in a patient‑care centered facility or in a call‑center setting performing clerical, secretarial or administrative support work; counseling and assisting patients with basic questions and concerns pertaining to benefits; inputting and accessing information through various data systems; answering telephone inquiries; analyzing problems and providing an accurate resolution; typing case notes. Applicants should possess exceptional interpersonal/communications skill and must have the ability to be an attentive listener. Experience must be fully documented on your resume and must include job title – duties – month and year start/end dates and hours worked per week.
Education: Applicants may substitute education for the required experience. To qualify based on education you must have 4 years above high school. Transcripts must be submitted with your application.
Combination: Applicants may also combine education and experience to qualify at this level. You must have a combination of specialized experience and education beyond 2 years above high school. Transcripts must be submitted with your application.
Competencies assessed: Attention to Detail; Customer Service; Decision Making; Flexibility; Integrity/Honesty; Interpersonal Skills; Learning; Reading Comprehension; Reasoning; Self‑Management; Stress Tolerance; Teamwork.
Experience refers to paid and unpaid experience, including volunteer work performed through national service programs (e.g. Peace Corps, AmeriCorps) and other organizations (e.g. professional, philanthropic, religious, 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. All qualifying experience, including volunteer experience, will receive credit. 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 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.
For more information on these qualification standards, visit https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.
Duties
Responds to inbound calls, chat messages, and text messages from women veterans, family members, or caregivers.
Utilizes specialized knowledge of all available VA benefits and healthcare services to provide timely and appropriate problem resolution and/or caller referral.
Provides in‑depth and detailed information to women veterans about health care services they may be eligible for.
Independently answers a multitude of veterans’ medical questions and concerns, providing comprehensive explanations of available resources.
Coordinated incoming telephone calls, determining the nature of the call, addressing the issue, and, if needed, communicating the caller’s needs to other VA care or service providers.
Utilizes extensive knowledge of VA programs such as MST, PTSD, homelessness, and women’s health care services.
Evaluates priority 30‑day follow‑up calls and makes outgoing calls to women veterans across the nation to ensure they received the services they need.
Conducts outreach calls to women veterans not already enrolled in VA healthcare services, ensuring all necessary information is obtained from callers/contacts.
Acts as the patient advocate and resolves veterans’ needs to the best of her ability.
Makes appropriate independent decisions regarding suicidal crisis, medical crisis, and homelessness situations based on assessment.
Determines when to warm‑transfer veterans to the Veterans Crisis Line and Homeless Line for emergent and urgent crisis needs.
Makes referrals as necessary to national programs such as VBA, HEC, NCA, and VHA.
Utilizes computer technology to ensure continuity of care through accurate information collection, communication, and documentation.
Sends out packages of information to women veterans based on call‑center interactions, tailoring each package to the caller’s needs such as reproductive care, newborn care, survivors benefits, etc.
Participates as a WVCC team member through various duties as assigned, multidisciplinary program meetings, direct interaction with the WVCC leadership team, and development and implementation of program procedures, goals, and objectives.
Performs other duties as assigned.
Work schedule: Set shift between Monday‑Friday 8:00 am‑10:00 pm and Saturday 8:00 am‑6:30 pm.
Telework may be authorized; telework eligibility discussed during interview.
Position is not virtual.
Position Description/PD#: Contact Representative/PD08137A.
Relocation/Recruitment Incentives: None.
Critical Skills Incentive (CSI): Not approved.
Permanent Change of Station (PCS): Not authorized.
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