Supervisory Veterans Service Representative (Coach)

Veterans Benefits Administration; Hartford (CT); On-site; USD 85,000 - 120,000; Full time

Job summary

Veterans Benefits Administration is seeking a Supervisory Veterans Service Representative (Coach) to lead an assigned team within the Veterans Service Center (VSC), BEST, or Pension Management Center division, directing staff responsible for informing, advising, and assisting on all Veterans benefits claims and outreach to stakeholders.

The role requires meeting GS-13 time-in-grade and specialized experience to supervise daily operations, ensure timeliness, and manage resources toward

Qualifications

• Experience leading a team in Veterans benefits context.
• Ability to ensure timely service and performance goals.
• Familiarity with cost-effective resource use.

Responsibilities

• Lead an assigned team within the Veterans Service Center (VSC), BEST, or Pension Management Center division.
• Provide information, advice, and assistance on all types of Veterans benefits claims to Veterans and dependents.
• Coordinate outreach services to stakeholders to support program delivery.

Skills

Team leadership

Staff supervision

Policy compliance

Customer service

Job description

The Supervisory Veterans Service Representative (Coach) leads an assigned team within the Veterans Service Center (VSC), BEST, or Pension Management Center division through a staff of personnel responsible for providing information, advice, and assistance on all types of Veterans benefits claims administered to Veterans and their dependents and for providing outreach services to various stakeholders.

To qualify for this position, applicants must meet all requirements by the closing date of this announcement:09/02/2026.

TIME-IN-GRADE REQUIREMENT

As a current/former Federal, GS employee you must meet time-in-grade requirements by the closing date of this announcement.

• For a GS-13 position you must have served 52 weeks at the GS-12 level.

If you are a current VBA employee requesting a reassignment or change to lower grade via this vacancy announcement, you must currently hold the GS-13 (or higher) and the promotion potential of your current position must be at least GS-13.

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-13 Grade Level

Specialized Experience:

• Performing the duties of an Assistant Coach and assisting Coaches in their responsibilities on a daily basis.
• Ensuring that the teams' qualify, and timeliness of service meets performance indicator goals.
• Responsible for the cost-effective use of resources to accomplish the teams' assigned outcomes.

There are no educational substitutions for the grade 13 level.

Volunteer Experience

Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organisations (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/.