Clarification from the agency

This vacancy is ONLY open to current and former Department of Veteran Affairs employees who are eligible for priority consideration under the Career Transition Assistance Program (CTAP).

1. Counsels Veterans, their dependents, survivors, fiduciary, and representatives via assigned access channel regarding the full array of fiduciary determinations.
2. Follows all established identification protocol procedures to ensure proper validation of all inquiries prior to releasing information or taking any actions that require identity verification.
3. Research issues to include referrals, transfers, or contacting appropriate office and other federal or state agencies as necessary.
4. Receives and appropriately handles crises interactions per established guidelines and procedures, which may result in referrals to the Veteran's Crisis Line or necessitate coordination with emergency services.
5. Follows all established procedures to identify potentially fraudulent activities and completes all actions to appropriately refer any potential incidents for review and action.
6. Performs fiduciary related works including but not limited to, providing comprehensive status updates using mandatory scripting requirements.
7. Identifies situations with public affairs implications or issues of such complexity or magnitude to warrant referral and refers them to superiors or other organizational elements
8. Performs fiduciary related works including but not limited to, providing comprehensive status updates using mandatory scripting requirements.
9. Secures potential claim effective dates by initiating intent to file actions and completing required requests for application activities for basic inquiries of VA benefits.
10. Identifies situations with public affairs implications or issues of such complexity or magnitude to warrant referral and refers them to superiors or other organizational elements.

Work Schedule: Monday through Friday 6:00am-6:30pm (actual times to be determined)
Compressed/Flexible: Available
Telework: Not Available; this is a remote position
Remote: This position is 100% remote.
Position Description Title/PD#: Legal Administrative Specialist (Fiduciary Call Center)(CTAP Only)/ PD41384A
Relocation/Recruitment Incentives: Not Authorized
Financial Disclosure Report: Not Required

Conditions of employment

• You must be a U.S. Citizen to apply for this job
• 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. Acceptable form(s) of identification will be required to complete pre-employment requirements I-9 Acceptable Documents.

As a condition of employment for accepting this position, you may be required to serve a 1-year probationary period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider:

• your performance and conduct;
• the needs and interests of the agency;
• whether your continued employment would advance organizational goals of the agency or the Government; and
• whether your continued employment would advance the efficiency of the Federal service.

Upon completion of your probationary period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement: 12/15/2025.

GRADE REQUIREMENT: To receive CTAP selection priority, your grade level upon Reduction in Force must be at least 9 with promotion potential of at least GS-09.

MINIMUM QUALIFICATIONS GS-09: You may qualify based on your experience and/or education as described below:

• Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade (GS-07) in the normal line of progression for the occupation in the organization. Specialized experience is defined as as experience explaining legal provisions, reconciling discrepancies, and resolving issues related to benefit processing (e.g., obtaining benefits, benefit payments, payment interruptions, etc.) to persons from a wide variety of backgrounds.
• OR
• Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have: a master's or equivalent graduate degree or 2 full years of progressively higher level graduate education leading to such a degree or LL.B. or J.D., if related.

Combining Education & Experience: If you do not fully meet the length of experience and education described for a specific grade level (e.g. have six months of experience and some coursework but not a degree), the two can be combined to total 100% of the requirement. Click here for more information.
Volunteer Experience: 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.
Full vs. Part-Time Employment: Full-time employment is considered to be at least 35 hours per week. Part-time experience will be credited on a pro-rated basis; when including part-time employment in your resume you must specify the average hours worked per week.
Physical Requirements: The work is mostly sedentary. The incumbent will be required to talk for long periods of time which occasionally puts a strain 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, and files from one location to another. Extensive use of a computer and a telephone with a headset are required.

For more information on these qualification standards, please visit the United States Office of Personnel Management's website at http://://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/

How you will be evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

APPLICANTS MUST BE DETERMINED TO BE WELL-QUALIFIED TO BE REFERRED AS CTAP ELIGIBLE. Well-qualified means the applicant has the knowledge, skills, and abilities and/or competencies which clearly exceed the minimum qualification requirements for the vacancy, including time in grade and quality level of experience. Applicants will be rated on the below competencies for this vacancy and must receive a score of at least 85 percent to be considered well-qualified.

IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE.
You will be rated on the following competencies based on your application for this position.

1. Customer Service (Clerical/Technical): Works and communicates with clients and customers (e.g., any individuals who use or receive the services or products that your work unit provides, including individuals who work in your agency or in other agencies or organizations outside the Government) to satisfy their expectations. Committed to quality services.
2. Computer Skills: Uses computers, software applications, databases, and automated systems to accomplish work.
3. Interpersonal Skills: Shows understanding, friendliness, courtesy, tact, empathy, cooperation, concern, and politeness to others; relates well to different people from varied backgrounds and different situations.
4. Technical Creditability: Understands and appropriately applies principles, procedures, requirements, regulations, and policies related to specialized expertise.
5. Communications: Effectively expresses information to multiple audiences through clear dissemination of information and ideas; actively listens to others and demonstrates understanding of their comments and/or questions.

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 an interview.

To apply for this position, you must provide a complete application package to include the documents detailed below. Your resume and supporting documentation will be verified; errors, omissions, or failure to submit the documents as specified will affect your rating or result in loss of consideration for employment.

• Resume detailing specialized experience and competencies as they relate to this position. Only resumes up to a total of two pages will be accepted. Applicants with resumes exceeding two pages will be removed from consideration. Resumes must be legible so they can be reviewed for eligibility, minimum qualifications, and other position requirements listed in the job announcement. Your resume must be 5MB or less. We recommend saving and uploading your resume as a PDF to maintain formatting and number of pages. PDF portfolio files are not accepted. We recommend using a sans-serif font like Lato, if available. Other widely available options are Calibri, Helvetica, Arial, Verdana, Open San Source Sans Pro, Roboto, or Noro Sans. Make your page margins 0.5 inches. Consider using 14-point size font for titles and 10-point for the main text in your resume. The USAJOBS resume builder can help create a resume using these recommendations.
  • 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.
• Your most recent APPOINTMENT SF-50. The most recent 1XX or 5XX SF-50 proving status. This SF50 should identify your appointing legal authority, position title, series, grade, step, salary, tenure and type of service (Competitive or Excepted)
• Your SF-50 reflecting when you entered your highest grade and step (e.g. Within Grade Increase, Promotion, Appointment, etc.) in order to verify time-in-grade requirements.
• Your official notice from the VA to support your CTAP eligibility
• Copy of your most recent Annual Performance Appraisal
• Transcripts if you are using education to qualify

Please use this checklist to make sure you have included other documents required for your application, such as a copy of your transcript (if using education to qualify), or CTAP documentation (for displaced VA employees). You will not be contacted for additional information.

Next steps