Description du poste
The Fiduciary Call Center (FCC) has been established to centralize the VA's toll-free phone activity to yield greater consistency and quality in phone service. The Fiduciary Call Center Manager (FCCM) provides leadership and direction to the Center and coordinates its activities with other call Centers, Regional Offices, and Divisions within the Regional Office.
PRINCIPALES MISSIONS :
Specific duties include: The FCCM is responsible within the framework of broad policies established by VA Central Office for implementing policies and procedures by means of supplemental directives, interpretations, and procedural instructions, resolving and making final determinations on questions of interpretation of regulations, precedent, decisions, instructions, and other controlling guidelines, providing for uniform understanding through training conferences informal discussions and instructional memoranda. Serves as the principal advisor on call center issues to the Regional Office Director and advises the Director on all call center-related activities, keeping the Director advised of developments, or situations in which public trust is expressed or unfavorable reaction may be expected. The incumbent facilitates discussions with veterans' service organizations, congressional liaisons, and others at state, regional, and national meetings, and conferences. Monitors the call center knowledge databases. Approves new and revised materials and ensures consistency in responses. Evaluates and improves call center performance through completion of analysis of performance reports. Identifies and implements procedures such as surveys and quality monitoring. Performs sample monitoring of employee's real time performance as well as overseeing inter-center call calibration sessions. Communicates changes, new requirements, and procedures quickly and effectively to staff in the FCC. Work Schedule: Full Time, Monday - Friday, 8:00 a.m. - 4:30 p.m. Compressed/Flexible: Available Telework: Not applicable, this is a remote position. Virtual: This is not a virtual position, this is a remote position. Position Description/PD#: Supervisory Legal Administrative Specialist (Fiduciary Call Center Manager); PD412900 Relocation/Recruitment Incentives: Not Authorized Financial Disclosure Report: Required - Selectee will be required to complete a Confidential Financial Disclosure Report, OGE-450, under 5 CFR 2634.904(a) prior to entering on duty and annually thereafter.
QUALIFICATIONS REQUISES :
To qualify for this position, applicants must meet all requirements by the closing date of this announcement:11/16/2026. 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. For a GS-13 position you must have served 52 weeks at the GS-12 level. If you are a current VBA employee outside of the commuting area seeking reassignment or change to lower grade via this vacancy announcement, you must currently hold the GS-13 (or higher) and the promotion potential of your current position must be at least GS-13. 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. MINIMUM QUALIFICATION REQUIREMENT: You may qualify based on your experience as described below: GS-13 Grade Level: Specialized Experience: Applicants must have one year of Specialized Experience equivalent to the GS-12 level or higher in the Federal service. Specialized Experience is defined as: Experience counseling Veterans, their dependents, and their representatives, both orally and in writing, regarding the availability and procurement of benefits available through the Department of Veterans Affairs, state, federal, and local benefit programs concerned with Veterans; and Possesses knowledge and/or practical application of employee relations (e.g., performance or condu