- Position Title
- Lead Contact Representative
- Agency
- Veterans Health Administration
- Announcement Number
- CBZY-12761479-25-JR Opens in new window
- Open Period
- Wednesday, July 16, 2025 to Friday, July 25, 2025
For preview purposes only. To apply, please return to the USAJOBS announcement and click the Apply button.
Eligibilities
1.
Are you an employee of the facility indicated for this position?
This includes: Career/Career Conditional or Excepted Service (i.e. Canteen, Hybrid, Title 38, etc. and meets interchange agreement requirements). This does not include temporary, term or temporary intermittent.
To verify your eligibility, you must submit a copy of your most recent Notification of Personnel Action, Standard Form 50 (SF-50). Your SF-50 must include enough information to be able to determine that time-in-grade requirements have been met (if applicable) and include your position title, pay plan/series/grade, tenure and the type of appointment (i.e. Competitive or Excepted). Please be aware that award SF-50's do not always include this pertinent information.
This includes: Career/Career Conditional or Excepted Service (i.e. Canteen, Hybrid, Title 38, etc. and meets interchange agreement requirements). This does not include temporary, term or temporary intermittent.
To verify your eligibility, you must submit a copy of your most recent Notification of Personnel Action, Standard Form 50 (SF-50). Your SF-50 must include enough information to be able to determine that time-in-grade requirements have been met (if applicable) and include your position title, pay plan/series/grade, tenure and the type of appointment (i.e. Competitive or Excepted). Please be aware that award SF-50's do not always include this pertinent information.
2.
Are you a current or former federal employee displaced from the agency hiring for this position? If yes, confirm:
For more information, review the USAJOBS Help Center.
To verify your eligibility, you must submit supporting documentation such as a Reduction in Force (RIF) separation notice or a Proposed Removal/Separation notice to include your latest performance rating (if the notice does not have this information included, you must submit a copy of your most recent performance appraisal) and a copy of your latest Notification of Personnel Action, Standard Form 50.
- you are located in the same local commuting area of the vacancy; AND,
- you are applying to a position that is at or below the grade level of the position from which you were or will be separated; AND,
- your grade is equivalent to or below the grade level of the vacancy; AND,
- your last performance rating of record is at least fully successful or the equivalent.
For more information, review the USAJOBS Help Center.
To verify your eligibility, you must submit supporting documentation such as a Reduction in Force (RIF) separation notice or a Proposed Removal/Separation notice to include your latest performance rating (if the notice does not have this information included, you must submit a copy of your most recent performance appraisal) and a copy of your latest Notification of Personnel Action, Standard Form 50.
Preferences
1.
Select the location(s) you want to be considered for. You must choose at least one location.
2.
Which of the following items describes your current or recent (within the last five years) political appointee service?
If you responded yes to any of the items below, you will need to include a SF-50 specifying your prior service.
If you responded yes to any of the items below, you will need to include a SF-50 specifying your prior service.
Your resume must be submitted in English and include the following information for each job listed:
- Job title Duties (be as detailed as possible)
- Month & year start/end dates (e.g. June 2007 to April 2008)
- Full-time or part-time status (include hours worked per week)
- Series and Grade, if applicable, for all Federal positions you have held
- Please be aware that your answers will be verified against information provided on your resume. Be sure that your resume clearly supports your responses to all of the questions by addressing your work experience in detail.
By submitting your application, you are certifying, to the best of your knowledge and belief, all the information submitted by you with your application for employment is true, complete, and made in good faith, and that you have truthfully and accurately represented your work experience, knowledge, skills, abilities and education (degrees, accomplishments, etc.). The information you provide as part of your application may be investigated. You are also certifying, and acknowledging, that misrepresenting your experience or education, or providing false or fraudulent information in, or with your application, may affect your eligibility for appointment and/or continued employment. False or fraudulent statements may be punishable by fine or imprisonment (18 U.S.C. 1001).
Assessment 1
Thank you for your interest in the Supervisory Contact Representative position with the Veterans Health Administration. Select the appropriate answer to each of the following questions based on your current level of education, experience, or combination of each that demonstrates your ability to perform the duties of this position. When answering the questionnaire, remember that your experience, education, or combination of each are subject to verification by investigation. You may be asked to provide specific examples or documentation of experience or education as proof to support your answers, or you may be required to verify a response by a practical demonstration of your claimed ability to perform a task.
Current Federal Employees Critical Note: Please provide your most recent SF-50 AND your latest Within Grade Increase (WIGI) or Promotion SF-50 as well. The most recent SF-50 allows us to verify your current status, appointment, agency and/or duty station to confirm your Eligibility to apply. The latest WIGI or Promotion SF-50 allows us to verify Time in Grade (TIG). Without these, we are unable to verify these requirements and you could be deemed unqualified for not meeting Area of Consideration, TIG, or not providing the proper documentation for us to do so.
Minimum Qualification Requirements: Select the one statement below that best describes your current level of experience and/or education to meet the minimum requirements for this position. Please refer to the Qualifications and Duties sections of this announcement for detailed information.
1.
According to the presidential memorandum signed on January 20th, 2025 by President Trump, all federal agencies are required to return to in-person work, link below. Do you acknowledge the Presidential return to office mandate for Federal employees?
https://www.whitehouse.gov/presidential-actions/2025/01/return-to-in-person-work/ (https://www.whitehouse.gov/presidential-actions/2025/01/return-to-in-person-work/)
https://www.whitehouse.gov/presidential-actions/2025/01/return-to-in-person-work/ (https://www.whitehouse.gov/presidential-actions/2025/01/return-to-in-person-work/)
Select “Yes” or “No” to the following question(s).
2.
Required
GS-07 Specialized Experience: Do you possess at least one (1) full year of specialized experience, which equips you with the particular knowledge, skills, and abilities to perform successfully the duties of the Lead Contact Representative, GS-07 position, and that is typically in or related to the work of the position to be filled. To be creditable, this specialized experience must have been equivalent to the GS-06 level in Federal service to qualify at the GS-07.
Examples of specialized experience include:
1) Provides leadership, guidance, and technical direction to Contact Representatives to accomplish the work of the unit or team and resolves issues without the involvement of a supervisor except in unusual circumstances.
2) Fields questions from junior staff, provides technical direction and conducts coaching reviews of work performed (accuracy, appropriateness of response and customer service).
3) Determines most appropriate action or identifies alternatives in resolving issue(s) through in-depth research and interpretation.
4) Handles escalated calls and provides clarification to Contact Representatives regarding standard operating procedures, business processes, job aids, and knowledge management scripting.
5) Analyze significant characteristics of each assignment in order to resolve variety of issues to include software, hardware, and data communication.
Note: Evidence of specialized experience must be supported by detailed documentation of duties performed in positions held on your resume. You must provide work experience information such as hours per week, salary, and starting/ending dates of employment (month and year format) to establish you have one (1) full year of Specialized Experience at or comparable to the required grade level.
GS-07 Specialized Experience: Do you possess at least one (1) full year of specialized experience, which equips you with the particular knowledge, skills, and abilities to perform successfully the duties of the Lead Contact Representative, GS-07 position, and that is typically in or related to the work of the position to be filled. To be creditable, this specialized experience must have been equivalent to the GS-06 level in Federal service to qualify at the GS-07.
Examples of specialized experience include:
1) Provides leadership, guidance, and technical direction to Contact Representatives to accomplish the work of the unit or team and resolves issues without the involvement of a supervisor except in unusual circumstances.
2) Fields questions from junior staff, provides technical direction and conducts coaching reviews of work performed (accuracy, appropriateness of response and customer service).
3) Determines most appropriate action or identifies alternatives in resolving issue(s) through in-depth research and interpretation.
4) Handles escalated calls and provides clarification to Contact Representatives regarding standard operating procedures, business processes, job aids, and knowledge management scripting.
5) Analyze significant characteristics of each assignment in order to resolve variety of issues to include software, hardware, and data communication.
Note: Evidence of specialized experience must be supported by detailed documentation of duties performed in positions held on your resume. You must provide work experience information such as hours per week, salary, and starting/ending dates of employment (month and year format) to establish you have one (1) full year of Specialized Experience at or comparable to the required grade level.