Legal Administrative Specialist Contact Rep National Call Center Job in PHOENIX, AZ

Vacancy No. 345-20-13-LLL-10686089-BU Department Veterans Benefits Administration
Salary $36,172.00 to $58,244.00 Grade 5 to 7
Perm/Temp Permanent FT/PT Full-time
Open Date 1/1/2020 Close Date 12/31/2020
Job Link Apply Online Who may apply Status Candidates

Job Description (Please follow all instructions carefully)
  • Open & closing dates

    Opening and closing dates 01/01/2020 to 12/31/2020

  • Service


  • Pay scale & grade

    GS 5 - 7

  • Salary

    $36,172 to $58,244 per year

  • Appointment type


  • Work schedule



5 vacancies in the following location:

  • Phoenix, AZ 5 vacancies
Relocation expenses reimbursed


Telework eligible

Yes as determined by agency policy

This job is open to
  • Career transition (CTAP, ICTAP, RPL)

    Federal employees who meet the definition of a "surplus" or "displaced" employee.

  • Internal to an agency

    Current federal employees of this agency.

Clarification from the agency

This vacancy announcement is open ONLY to current permanent Phoenix AZ, VBA employees who are eligible to apply under Merit Promotion (to include VRA and Schedule A appointees) and Veterans Affairs (VA) CTAP eligibles

Announcement number


Control number


  • Duties
    Duties Summary

    NOTE: The documents required for applying to job announcements has been updated. Please review the "Required Documents" section very carefully - failure to follow the guidelines may result in loss of consideration for this job announcement.

    This announcement establishes an open continuous announcement of eligible applicants to be considered for this position. The "Next Steps" area of the announcement provides additional information on the referral process for this type of announcement.

    Learn more about this agency

    The National Call Center (NCC) and National IRIS Response Center (NIRC) were established to centralize VBA's contact center activity in order to yield greater consistency and higher quality in the service provided by customer-facing employees. The employees of the NCC and NIRC may have contacts via telephone, email, video, or chat with the public for the purposes of (1) advising and providing information on benefits and rights; (2) explaining pertinent legal provisions, regulations, and related administrative practices and their application to specific cases; and (3) assisting individuals regarding how best to provide needed documents and evidence required, and/or (4) initiating inquiries to resolve errors, delays, or other problems in obtaining benefits. The employees of the NCC and NIRC will also complete claim and appeal related work.

    • Counsels Veterans, their dependents, and survivors via assigned access channel, (telephone, email, video, or chat) for 7.5 hours per day for a standard tour of duty regarding the full array of benefits available through the Department of Veterans Affairs, as well as non-VA benefits available through other organizations concerned with Veterans.
    • Assists the inquirer with determining the short-term and long-term circumstances that might influence a choice between various benefits. Programs include, but are not limited to, compensation and pension benefits, home loan eligibility, education, health care, life insurance, burial benefits, vocational rehabilitation services, fiduciary assistance, general Social Security Administration benefit programs, and other Federal, state, and local domestic relations and assistance programs.
    • Explains the types of documents necessary to facilitate timely processing of claims and appeals and assists with obtaining and completing such documents and forms in accordance with the type of claim or appeal being submitted.
    • Explains VBA rating decisions and provides explanations for the decisions using extensive knowledge of VA benefits and services, claim and appeal processing procedures, and all pertinent information available within the systems of record.
    • Performs claim or appeal related work including, but not limited to, providing comprehensive claim or appeal status updates using mandatory scripting requirements, processing change of address requests, establishment of, or change to direct deposit banking information, burial allowance claims, dependency claim, etc. .
    • Appropriately responds to interactions where the customer wishes to speak/discuss to a "supervisor," by attempting to deescalate the interaction by immediately addressing the inquirer's needs prior to referral for a contact by a supervisor.
    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. Grade progression is GS-5/GS-7/GS-9

    Work schedule: Required to work the closing tour, 10-6:30pm (Mar-Nov)/11-7:30pm (Nov-Mar), for a minimum of 12 months. During most of the 6 weeks of mandatory training the employee will be required to work 800a-430p.
    Compressed/Flexible Schedule: Not available
    Telework: Not available for a full year, then allowed at supervisor's discretion
    Virtual: This a not virtual position.
    Position Description Title/PD#: Legal Administrative Specialist (Contact Representative)/ GS-5 - 23032A, GS-7 - 13032A
    Relocation/Recruitment Incentives: Not authorized
    Financial Disclosure Report: Not required

    Travel Required

    Not required

    Supervisory status


    Promotion Potential


  • Requirements
    Requirements Conditions Of Employment
    • You must be a U.S. Citizen to apply for this jo
    • Selective Service Registration is required for males born after 12/31/1959
    • You may be required to serve a probationary period
    • Subject to background/security investigation
    • Selected applicants will be required to complete an online onboarding process
    • Mandatory 6-weeks of on site training required.
    To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 12/31/2020.

    1. 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.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.
    • There is no Time-In-Grade Requirements for the GS-05.
    • For the GS-07 position, you must have served 52 weeks at the GS-05.

    2. Specialized Experience Requirement:Specialized experience is experience that has equipped the applicant with the particular competencies to perform successfully the duties of the positions, and that is typically in or related to the work of the position to be filled. To be creditable, specialized experience must have been at least equivalent to the next lower grade in the normal line of progression for the occupation in the organization.
    GS-05 LEVEL:

    • Applicants must have three years of General Experience, one year of which was equivalent to the GS-4 level. Qualifying general experience is defined as the ability to analyze problems to identify significant factors, gather pertinent data, and recognize solutions; ability to plan and organize work; and/or the ability to communicate effectively both orally and in writing; OR
    • Applicants may substitute education for the experience required to qualify at the GS-5 grade level. A Bachelor's degree (in any field) or four (4) years of education above high school; OR
    • Applicants may qualify with a combination of specialized experience as described above under Specialized Experience and education as described above which totals at least one year. (To compute, divide your total months of qualifying experience by 36. Then divide your semester hours of education beyond two years by 60. Add the two percentages. The total percentage must equal at least 100% to qualify.)
    GS-07 LEVEL:
    • Applicants must have one year of specialized experience equivalent to at least the next lower grade (GS-05) in the normal line of progression in the organization. Specialized experience is defined as experience in providing customer service through a call center; experience with assessing problems, complaints, and resolving them in a professional manner or referring them to the appropriate source; experience working with computers and technical knowledge of several computer application programs; experience working with office equipment such as copiers, printers and/or multi-line telephones.OR
    • Applicants may substitute education for the experience required to qualify at the GS-7 grade level. One full year of graduate level education; OR a bachelor's degree with Superior Academic Achievement (SAA). Superior Academic Achievement (SAA) is based on: 1) class standing, 2) grade point average or 3) honor society membership. For more information on calculating SAA please visit; OR
    • Applicants may qualify with a combination of specialized experience as described above under Specialized Experience and GRADUATE education as described above which totals at least one year. (To compute, divide your total months of qualifying experience by 12, then divide your semester hours of graduate education by 18; add the two percentages. The total percentage must equal 100% to qualify.)
    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: Work is mostly sedentary. However, incumbent will be required to talk for long periods of time which occasionally puts a train on the throat/vocal cords. There are no other special physical demands required to perform the work. There may be some walking, standing, and carrying of light items such as papers, books, claims folders and files from one desk to another for returning to storage. Extensive use of a computer and a telephone with a headset is required.

    For more information on these qualification standards, please visit the United States Office of Personnel Management's website at

    A transcript must be submitted with your application if you are basing all or part of your qualifications on education.

    Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: 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. For further information, visit:

    Additional information

    Mandatory Training: There is a 6-week, on-site mandatory training. No leave is granted for the duration of this training, except in extreme emergencies. Completion of the training is required to remain in this position. Absence from the training could result in being removed from the position.

    VA supports the use of telework as a way to help attract and retain talented individuals in public service, increase worker productivity, and better prepare the agency to operate during emergencies. This position may be authorized for telework. Telework eligibility will be discussed during the interview process.

    Career Transition Assistance Plan (CTAP) provides eligible displaced VA competitive service employees with selection priority over other candidates for competitive service vacancies. To be qualified you must submit appropriate documentation (a copy of the agency notice, your most recent performance rating, and your most recent SF-50 noting current position, grade level, and duty location) AND be found well-qualified for this vacancy. To be well-qualified: applicants must possess experience that exceeds the minimum qualifications of the position including all selective factors, and who are proficient in most of the required competencies of the job. Information about CTAP eligibility is on OPM's Career Transition Resources website at

    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.

    This job opportunity announcement may be used to fill additional vacancies.

    This is a bargaining unit position.

    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.

    For more information on the "Who may apply" eligibility requirements, please refer to the OHRM Status Candidates and Other Candidate Definitions document.

    If you are unable to apply online view the following link for information regarding an Alternate Application.

    How You Will Be Evaluated


    You will be rated on the following factors:

    Competency 1: Understands and interprets written material, including technical material, rules and regulations to be able to render advice and assistance.
    Competency 2: Ability to communicate orally with people from a variety of socio-economic backgrounds and varying levels of understanding.
    Competency 3: Ability to analyze information in order to explain various benefits as it relates to customer inquires.
    Competency 4: Ability to communicate in writing in clear, concise, and understandable manner.
    Competency 5: Ability to utilize electronic processing systems to meet customer needs by answering inquiries, monitoring and updating data, and preparing correspondence.
    Competency 6: Ability to identify potential fraudulent activities and completes all required actions to appropriately refer any potential incidents for review and action.

    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.

    Background checks and security clearance
    Security clearance


    Drug test required


    Position sensitivity and risk

    Non-sensitive (NS)/Low Risk

    Trust determination process


  • Required Documents
    Required Documents

    To apply for this position, you must provide a complete Application Package to include the documents detailed below. Failure to submit the documents as specified may result in lack of consideration for this job announcement.:

    • Resume detailing your specialized experience and competencies as they relate to this position
      • For each position in your resume, you must specify the start and end dates (month/year) and a description of duties. If the position was Federal, you must also indicate the grade level. Resumes containing a general summary of all positions held, not specifying start/end dates, and/or not including Federal grade level(s) are insufficient to determine basic qualifications.
    • Current Federal Employees: A copy of your most recent NON-AWARD SF-50. The SF-50 must indicate proof of status and should identify your position title, series, grade, step, salary, tenure and type of service (Competitive or Excepted).
      • To verify you meet Time-in-Grade requirements, also submit a SF-50 reflecting when you entered your highest grade held (e.g. Promotion, Appointment, etc.).
    Please use this checklist to make sure you have included all documents required for your application. You will not be contacted for additional information.

    Veterans' Preference: When applying for Federal Jobs, eligible Veterans should claim preference for 5pt (TP), 10pt (CP/CPS/XP), or for Sole Survivor Preference (SSP) in the questionnaire. You must provide a legible copy of your DD214(s) which shows dates and character of service (honorable, general, etc.). If you are currently serving on active duty and expect to be released or discharged within 120 days you must submit documentation related to your active duty service which reflects the dates of service, character of service (honorable, general, etc.), and dates of impending separation. Additionally, disabled veterans and others eligible for 10-point preference (such as widows or mothers of eligible Veterans) must also submit an SF-15 "Application for 10 Point Veteran Preference" with required proof as stated on the form. Documentation is required to award preference. For more information on Veterans' Preference, please visit

    If you are relying on your education to meet qualification requirements:

    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. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.

    Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.

  • Benefits

    A career with the U.S. Government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding.

    Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time, or intermittent. Contact the hiring agency for more information on the specific benefits offered.

  • How to Apply
    How to Apply

    All applicants are encouraged to apply online. To apply for this position, you must complete the questionnaire and submit the documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on 12/31/2020 to receive consideration. To preview the questionnaire click

    1. To begin, click Apply Online to create a USA JOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents and complete the occupational questionnaire.
    2. Click Submit My Answers to submit your application package.
    NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.

    To verify your application is complete, log into your USA JOBS account,, select the Application Status link and then select the more information link for this position. The Application page will display the status of your application, the documentation received and processed, and any correspondence the agency has sent related to this application. Your uploaded documents may take several hours to clear the virus scan process. To return to an incomplete application, log into your USA JOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USA JOBS account or your application will be incomplete.

    Agency contact information Phoenix HR Mail Box Phoenix-RO Phoenix HR Mail Box Phoenix-RO

    Phoenix Regional Benefit Office
    3333 North Central Ave
    Phoenix, AZ 85012
    Learn more about this agency

    OUR MISSION: To fulfill President Lincoln's promise "To care for him who shall have borne the battle, and for his widow, and his orphan" - by serving and honoring the men and women who are America's Veterans. How would you like to become a part of a team providing compassionate care to Veterans?

    Visit our careers page

    Learn more about what it's like to work at Veterans Benefits Administration, what the agency does, and about the types of careers this agency offers.

    Next steps

    Once your online application is submitted you will receive a confirmation notification by email. After we receive application packages (including all required documents) and the vacancy announcement closes, we will review applications to ensure qualification and eligibility requirements are met. After the review is complete, a referral certificate(s) is issued and applicants will be notified of their status by email. Referred applicants will be notified as such and may be contacted directly by the hiring office for an interview. All referred applicants receive a final notification once a selection decision has been made.

    Applications of eligible candidates will be referred as received beginning 15 business days from when it is opened. Referrals will continue until the vacancy is filled.All applicants may receive consideration for 3 months from the date of application. If you wish to be considered after that time, and the announcement is still open to receive applications, you must re-apply to indicate your continued interest.

    You may check the status of your application at any time by logging into your USA Jobs account and clicking on Applications. Information regarding your application status can be found in the USAJobs Help Center.

Fair & Transparent

The Federal hiring process is setup to be fair and transparent. Please read the following guidance.

Equal Employment Opportunity Policy

The United States Government does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy And gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.

Reasonable Accommodation Policy

Federal agencies must provide reasonable accommodation to applicants with disabilities where appropriate. Applicants requiring reasonable accommodation for any part of the application process should follow the instructions in the job opportunity announcement. For any part of the remaining hiring process, applicants should contact the hiring agency directly. Determinations on requests for reasonable accommodation will be made on a case-by-case basis.

A reasonable accommodation is any change in the workplace or the way things are customarily done that provides an equal employment opportunity to an individual with a disability. Under the Rehabilitation Act of 1973 the Equal Employment Opportunity Commission (EEOC) must provide reasonable accommodations:

  • An applicant with a disability needs an accommodation to have an equal opportunity to apply for a job.
  • An employee with a disability needs an accommodation to perform the essential job duties or to gain access to the workplace.
  • An employee with a disability needs an accommodation to receive equal access to benefits, such as details, training, and office-sponsored events.

Legal and regulatory guidance

Note: We cannot accept applications on behalf of Federal Agencies. Application instructions are listed within the Job Description.