Supervisory Contact Representative

This position is in the Contact Management Division, Help Desk Section of the Health Resource Center (HRC) in VHA Member Services (MS). The primary purpose of the position is to provide supervision, guidance, and assistance to Contact Representatives in the performance of their duties. Qualifications To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 07/10/2026. 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. 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 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. Providing guidance to employees on procedures and regulations related to enrollment and eligibility for healthcare benefits. Planning and assigning work for a group of staff. Ensuring proper resources and training are provided to staff. Evaluating the performance of subordinate personnel. Reviewing and updating standard operating procedures for a call center environment. Reviewing complaints from customers and/or performing fact‑finding as necessary in order to make a recommendation for resolution. Reviewing calls conducted by call center staff to ensure quality of service provided. Competencies Decision Making Technical Competence Problem Solving Managing Human Resources 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 is sedentary with no special physical demands. Work may involve talking for long periods of time and often involves long periods of interaction at computer terminals. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at #J-18808-Ljbffr Veterans Health Administration