Lead Contact Representative

This position is in the Health Resource Center (HRC), Contact Management, Help Desk section of VHA Member Services. The HRC consists of contact centers located throughout the country to answer Veteran questions related to billing, eligibility, benefits, and other Veteran support services. The primary purpose of the position is to serve as a Lead Contact Representative by providing guidance and assistance to Help Desk Contact Representatives in the performance of their duties. To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 06/17/2026.

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-07 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. 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-06 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Provides leadership, guidance, and technical direction to Contact Representatives to accomplish the work of the unit or team and resolves issues without the involvement of a supervisor except in unusual circumstances. Fields questions from junior staff, provides technical direction and conducts coaching reviews of work performed (accuracy, appropriateness of response and customer service). Determines most appropriate action or identifies alternatives in resolving issue(s) through in-depth research and interpretation. Handles escalated calls and provides clarification to Contact Representatives regarding standard operating procedures, business processes, job aids, and knowledge management scripting. Analyze significant characteristics of each assignment in order to resolve a variety of issues to include software, hardware, and data communication. 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/ .