Supervisory Veterans Service Representative (Assistant Coach).

Veterans Benefits Administration; Winston-Salem (NC); On-site; USD 70,000 - 90,000; Full time

Job summary

Veterans Benefits Administration in the United States is seeking a Supervisory Veterans Service Representative (GS-12) to lead a team and ensure timely, quality service in alignment with C&P benefits programs. The role emphasizes data-driven decision making, workload reporting, and collaboration with senior management.

The position is full-time with a standard workweek, optional situational telework, and a requirement to report to the duty station.

Qualifications

• Specialized Experience: experience equivalent to GS-11 in the Federal Service with knowledge of C&P laws and regulations.
• Adjudication and authorization of compensation, pension, and claims.
• Experience may include roles like VSR Authorizer, RVSR, AQRS, or DRO.

Responsibilities

• Performs the duties of the Team Coach in his/her absence and shares in those responsibilities on a daily basis.
• Ensures that the team's quality and timeliness of service meets performance indicator goals.
• Responsible for the cost-effective use of resources to accomplish the team's assigned outcomes.
• Gathers, interprets, and recommends appropriate action based on data addressing service concerns.
• Analyzes and interprets laws, rules and regulations and their effect on policies and procedures.
• Monitor leave balances, approve/deny leave, and certify timecards.
• Run production and workload reports.
• Communicate with senior management.

Skills

Specialized experience

Adjudication

Claims processing

Job description

Duties

Major duties and responsibilities include, but are not limited to:

• Performs the duties of the Team Coach in his/her absence and shares in those responsibilities on a daily basis.
• Ensures that the team's quality and timeliness of service meets performance indicator goals.
• Responsible for the cost-effective use of resources to accomplish the team's assigned outcomes.
• Gathers, interprets, and recommends appropriate action based on a wide range of data addressing service concerns.
• Analyzes and interprets laws, rules and regulations and their effect on the establishment of new policies, procedures, and/or methods of operation.
• Monitor leave balances, approve/deny leave, and certify timecards.
• Run production and workload reports.
• Communicate with senior management.

The Supervisory Veterans Service Representative (Assistant Coach) is an integral part of VSC.

Promotion Potential

None, the position is at the full performance level, GS-12.

Work Schedule

Full-time, Monday through Friday, 8:00 a.m. to 4:30 p.m.

Compressed/Flexible

Available

Telework

This position is eligible for situational (ad hoc) telework only. The selectee is required to report to the official duty station each scheduled workday. Telework may be approved only on a case-by-case basis with supervisory approval. Routine or recurring telework is not authorized for this position.

Position Description/PD#

Supervisory Veterans Service Representative GS-12; 02102A

Relocation/Recruitment Incentives

Not authorized

Bargaining Unit Position

No

Financial Disclosure Report

Not required

Requirements

Conditions of employment

Required

As a condition of employment for accepting this position, you will 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.

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
• Selectees are required to serve a one-year supervisory probationary period if not previously completed in a Federal position.
• Subject to background/security investigation
• Required to attend an 8 week training session, which may require travel.
• VSR Skill Certification required at the GS-10 level
• Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements
• Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement 10/19/2026.

Time-In-Grade Requirement

Applicants who are current Federal employees must meet the time-in-grade requirements.

• For a GS-12 position you must have served 52 weeks at the GS-11.

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 QUALIFICATION REQUIREMENT

You may qualify based on your experience as described below:

GS-12 Grade Level

Specialized Experience: You must have at least one (1) year of specialized experience equivalent to the GS-11 grade level in the Federal Service. Specialized experience is defined as performance of technical assignments affecting the entire field of VA's compensation and pension (C&P) benefits programs. These assignments would have required interpretation of the full range of C&P laws and regulations, to include precedent opinions of the Court of Appeals for Veterans' Claims and authoritative opinions of the General Counsel. Experience may have been gained as a VSR Authorizer, RVSR, AQRS, or DRO.

Examples of specialized experience would typically include, but are not limited to:

• Quality assurance or auditor functions related to claims processing and benefit determination.
• Adjudication and authorization of compensation, pension, and claims.
• Determination to reconsider claims appeal cases and preparation/presentation of such cases

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; religious; 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.

Education

There is no education substitution for the GS-12 grade level.

Note

A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited based on time spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate 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 normally involves mental rather than physical exertion.

Reasonable Accommodation (RA) Requests

If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application. Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments, based on your adjudication decision. You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments if you received the link after the close of the announcement. To determine if you need a RA, please review the

Additional Information

The 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 (have a final rating of 85 or more) for this vacancy. Information about CTAP eligibility is on OPM's Career Transition Resources website.

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.

Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer (TJO). Please visit the Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP),

Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.

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.