Veterans Service Representative

Clarification from the agency

This vacancy is open ONLY to permanent Veterans Benefits Administration (VBA) employees who are currently assigned to the Regional Office they are applying to AND Veterans Affairs (VA) employees who are CTAP eligible. Note: For the purpose of this job announcement, Fiduciary Hub bargaining unit employees in the commuting area are considered facility employees.

The Veterans Service Representative (VSR) explains benefit programs and entitlement criteria, analyzes claims materials, identifies issues, gathers relevant evidence, conducts interviews, adjudicates claims, and inputs data necessary to generate the award and notification letter to the Veteran describing the decision and the reason for it. Specifically, the VSR will:

• Making determinations as to the eligibility for the type of benefit sought to include questions relating to adequacy of military service, medical evidence and the evaluation of evidence of income, employability, dependence and relationship
• Requesting examinations, re-examination or opinions to evaluate disabilities resulting from diseases or injuries
• Reviewing claims cases to assure all issues have been addressed, applies and interprets VA laws, including Veterans' case law, existing statutes and procedures, precedent rulings and state law in the adjudication process
• May conduct interviews in person or by phone with Veterans, representatives and advocates to explain the full range of VA benefits and related programs
• Preparing and releasing correspondences for use by other federal, state and local agencies
• Utilizing various electronic data processing systems to input data for processing claims and generating automated correspondence.

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. The grade progression for this position is GS-07/09/10.

Work Schedule: Full time, Monday through Friday, 8:00 AM to 4:30 PM
Compressed/Flexible: Available
Telework: No.
Virtual: This is not a virtual position.
Position Description/PD#: Veterans Service Representative, 37300A, 37301A, 37233A
Relocation/Recruitment Incentives: Not Authorized
Financial Disclosure Report: Not required
Bargaining Unit: Yes

Conditions of employment

As a condition of employment for accepting this position, you may be required to serve a 1 year or 2-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.Additional Conditions of Employment are as follows:

• 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 or trial period
• Subject to background/security investigation
• Required to attend an 8 week training session, which may require travel.
• 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.
• Effective May 7, 2025, driver's licenses or state-issued dentification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.

Qualifications

• For a GS-07 position you must have served 52 weeks at the GS-05 level.
• For a GS-09 position you must have served 52 weeks at the GS-07 level.
• For a GS-10 position you must have served 52 weeks at the GS-09 level.

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.

MINIMUM QUALIFICATIONS

To qualify for the Veterans Service Representative (GS-0996-07/09/10) position, you must have at least one year (52 weeks) of qualifying specialized experience, qualifying education or a combination of the two.

The following section is used to determine your job-related experience. Select the response that best represents your experience for this position. Select only one response. Do not overstate or understate your level of experience or demonstrated capability. You should be aware that your selections are subject to evaluation and verification based on the resume and other relevant documents you submit. Later steps in the selection process are specifically designed to verify your stated level of experience and demonstrated capability. Deliberate attempts to falsify information may be grounds for not selecting you or for dismissing you from the position following acceptance.

To qualify for the GS-0996-07 position you must have at least one year of specialized experience equivalent to the GS-05 level or higher in the federal service. Specialized experience is defined as the interpretation or application of laws, regulations, or procedures to analyze evidence to make determinations and research routine issues to resolve discrepancies. Examples of experience include:

• Using various computer systems for data entry and maintaining/monitoring case files.
• Applies use of federal laws when processing compensation and benefit claims for a state or federal agency, insurance company, worker's compensation, disability, retirement or pension programs;
• Determines basic employment qualifications and eligibility for benefit programs

OR

Education Substitution: Applicants may substitute education for the required experience. To qualify based on education you must have:

• One full year of graduate level education. Graduate level education must demonstrate the competencies necessary to do the work of the position; OR
• A Bachelor's degree with Superior Academic Achievement (3.0 GPA or higher). Superior Academic Achievement (SAA) is based on: 1.) class standing, 2.) grade point average or 3.) honor society membership.

OR

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.

To qualify for the GS-0996-09 position you must have one year of specialized experience equivalent to the GS-07 level or higher in the federal service. Specialized experience is defined as experience which requires the interpretation of legal and medical documentation to determine the claimant's eligibility for services and benefits programs. Examples of specialized experience include:

• Determining the eligibility for Federal or State-administered benefits, such as disability, education, housing, medical, and/or Veterans' benefits;
• Interpreting and applying Federal and State laws, including case law, existing statutes and procedures, and precedent rulings, to process claims pertaining to a service program;
• Gathering and requesting evidence to build service program case files, respond to claimant inquiries and identify errors, inconsistencies, or omissions;
• Explaining Federal or State claims decisions to claimants, special interest groups, dependents and/or representatives in an effort to gain acceptance of the determination.

OR

Education Substitution: Applicants may substitute education for the required experience. To qualify based on education you must have:

• A master's or equivalent graduate degree in an accredited or pre-accredited college or university; OR
• 2 full years of progressively higher-level graduate education leading to such a degree; or possession of an LL.B. or J.D. degree, if related. Graduate-level education must demonstrate the competencies necessary to do the work of the position.

OR

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.

To qualify for the GS-0996-10 position you must have one year of specialized experience equivalent to the GS-09 level or higher in the federal service. Specialized experience is defined as demonstrating competence in adjudicating Veterans' claims. Specialized experience is typically gained in positions that involve the development, examination, investigation, adjudication, and authorization of claims for disability compensation, disability pension, death compensation, death pension benefits, life insurance benefits, etc. Such experience is to be substantive and relevant and requires a high degree of independence and judgment in the interpretation of more complex legal and medical documentation to determine claimant's eligibility and supporting evidence for services and benefits.


OR

Education Substitution: Applicants may substitute education for the required experience. To qualify based on education you must have:

• Two and a half years of progressively higher-level graduate education leading to a Ph.D, or equivalent doctoral degree. Graduate-level education must demonstrate the competencies necessary to do the work of the position.

OR

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 normally involves mental rather than physical exertion. The work is mostly sedentary; however, there may be some walking, standing, and carrying of light items.

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.

IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE.
You will be evaluated based on how well you meet the qualifications listed in this vacancy announcement. Your qualifications will be evaluated based on your application materials (e.g., resume, supporting documents), your responses on the application questionnaire, and your responses to all assessments required for this position.
You will be assessed on the following competencies (knowledge, skills, abilities, and other characteristics):

• Attention to Detail
• Customer Service
• Decision Making
• Flexibility
• Integrity/Honesty
• Interpersonal Skills
• Learning
• Reading Comprehension
• Reasoning
• Self-Management
• Stress Tolerance
• Teamwork

• COMPUTER SKILLS: Uses computers, software applications, databases, and automated systems to accomplish work. This includes tasks such as entering, sorting, and retrieving data; analyzing data; researching information; monitoring work; and preparing correspondence and reports.
• DECISION MAKING: Makes sound, well-informed and objective decisions; perceives the impact and implications of decisions; commits to action even in uncertain situations in order to assist customers and meet organizational goals.
• ORAL COMMUNICATION: Expresses information (facts, decisions, and ideas) to individuals or groups clearly and concise, taking into account the audience and nature of the information (for example, technical, sensitive, controversial); listens to others; asks questions and gains or shares information related to the claims review process.
• REASONING: Identifies regulations, laws, rules, principles, or relationships that explain facts, data, or other information; analyzes information and makes correct inferences or draws accurate conclusions.
• WRITTEN COMMUNICATION: Prepares written correspondence to customers and co-workers via email, letters, reports, etc. using correct grammar, spelling, punctuation, and style; communicates information in a succinct and organized manner; provides information that is appropriate for the purpose and the intended audience.

Overstating your qualifications and/or experience in your application materials or application questionnaire may result in your removal from consideration. Cheating on an assessment may also result in your removal from consideration.

To preview the application questionnaire, click the following link:https://apply.usastaffing.gov/ViewQuestionnaire/12993274

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. 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.

To apply for this position, you must provide a complete Application Package to include the documents detailed below.
Failure to submit the required documents may result in your application being considered incomplete and you being deemed ineligible. It is your responsibility to ensure your application package (resume, supporting documents, and responses to the questionnaire) is complete, accurate, and submitted by the closing date. We will not request additional documentation or accept late or missing documents after the announcement has closed.

• Resume, limited to 2 pages, detailing 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 should also indicate the grade level. Resumes containing a general summary of all positions held, not specifying start/end dates, and/or not including documentation supporting Federal grade level(s) are insufficient to determine basic qualifications.
• 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).
• Your SF-50 reflecting when you entered your highest grade (e.g. Promotion, Appointment, etc.) in order to verify time-in-grade requirements.
• Transcript if you are using education to qualify.
  • Your transcript must show coursework and the total number of credits earned to include graduation date and degree. A diploma is NOT sufficient to determine qualifications.

Additional Documents accepted:

• Most recent Performance Appraisal (VA Form 0750)
• Award SF-50s
• CTAP documentation - RIF notice, SF-50 showing VA employee, and performance appraisal
• Documentation to be considered under non-competitive eligibility (if applicable) such as a member-4 DD-214, civil service preference letter, or Schedule A letter.

Please use this checklist to make sure you have included all documents required for your application. You will not be contacted for additional information.

SF-50, Notification of Personnel Action (if applicable for Time in Grade and/or Eligibility):

• Most recent SF-50 if you are a current or former Federal employee
• An SF-50 showing 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
• Award 50's do not provide sufficient information and will not be accepted for the purpose of verifying time-in-grade.
• Examples of appropriate SF-50's include:
  • Within grade increases at the highest grade held; or
  • Promotions with an effective date more than one year old; or
  • SF-50's at the highest grade held with an effective date more than one year old.

Next steps

Additional locations