Summary
This position is in the Contact Management Division, Help Desk Section of the Health Resource Center in VHA Member Services. The primary knowledge of the position is to provide eligibility and benefits counseling; website and mobile navigation; and customer support to Veterans and all other users of the MyHealtheVet website, eBenefits website, AccessVA website, Beneficiary Travel Self Service System, Web and Mobile Solutions, and other various VA websites.
Duties
This is an OPEN CONTINUOUS ANNOUNCEMENT. Applications will be accepted on an ongoing basis and qualified candidates will be considered as vacancies become available. Applications will remain on file until March 1, 2027. The initial application review cut-off for this job announcement is 50 applications. The first 50 applications received will be considered first. Applications received after the initial cut-off number (50 applications) may not receive consideration unless otherwise requested by management. If management requests additional certificates, applicants will continue to be reviewed in groups of 50 in the order they applied. Note: Submitting multiple applications will change the order in which your application is reviewed. Promotion Potential: The selectee may be promoted to the full performance level without further competition when all regulatory, qualification, and performance requirements are met. Selection at a lower grade level does not guarantee promotion to the full performance level. Work Schedule: Full-time, 40 hours per week, Monday through Friday, 8 hour shift between 6:45 am - 7:15 pm. Official tour of duty will be selected based on business needs and will start after training is completed. Telework: This position may be authorized for telework. Telework eligibility will be discussed during the interview process. Virtual: This position may be authorized for Virtual Work. Virtual Work eligibility is for current VA employees that are already subject to the return to in person work mandate in their current position. Definition of Virtual Work: Employee works outside of original hiring duty station at a VA owned or leased space. Return to Office (RTO): RTO mandates are in affect and selectees will be required to report to in person work unless they have an approved exemption already in place. Position Description/PD#: Contact Representative/PD01917A and PD01916A Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): Not Authorized Duties: Determines most appropriate action or identifies alternatives in resolving issue (s) through in depth research and interpretation. Provides information on benefits and eligibility requirements. Provides instructions to Veterans, caregivers, VA staff on the use of VA eligibility, benefits and healthcare related websites; and mobile tools. Identifies/resolves different types of issues and problems reported such as password reset, website usability. Assist in the triaging and resolution of trouble issues reported such as, but not limited to, password resets, website and mobile application usability; navigation; and troubleshooting of features and functionality. Provides support for VA emerging Mobile Applications and Web Technology, assists users in basic navigation in Web Mobile Tools and iPad support.
Education
There is no education substitute or requirement for the GS-06 level For the GS-05 level PLEASE NOTE: Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications (particularly positions with a positive education requirement). Therefore, applicants must report only attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education. Applicants can verify accreditation at the following website: http://www.ed.gov/admins/finaid/accred/index.html. All education claimed by applicants will be verified by the appointing agency accordingly. 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.
How you will be evaluated
IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Order of Referral: This job announcement will remain open until 03/01/2027. The first 50 applications received will have first consideration (initial cutoff). Applications received after those 50 applications are received may not receive consideration unless otherwise requested by management. Narrative responses are not required at this time. If you are referred for consideration, you may be asked to submit additional job related information, which may include, but not limited to; responses to the knowledge, skills and abilities; completion of a work sample, and/or contact for an interview. Your resume and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect your rating or consideration for employment. The Department of Veterans Affairs performs pre-employment reference checks as an assessment method used in the hiring process to verify information provided by a candidate (e.g., on resume or during interview or hiring process); gain additional knowledge regarding a candidate's abilities; and assist a hiring manager with making a final selection for a position. For more information on the "Who may apply" eligibility requirements, please refer to the OHRM Status Candidates and Other Candidate Definitions document. Placement Policy: The posting of this announcement does not obligate management to fill a vacancy or vacancies by promotion. The position may be filled by reassignment, change to lower grade, transfer, appointment, or reinstatement. Management may use any one or any combination of these methods to fill the position. It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment. Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.