Supervisory Legal Administrative Specialist

Summary

The National Call Center (NCC) has been established at VA Regional Offices (RO) to centralize VA's toll-free phone activity to yield greater consistency and quality in phone service. The San Juan NCC provides services both in English and Spanish. The National Call Center Manager (NCCM) provides leadership and direction to the National Call Center (NCC) and coordinates its activities with other NCCs, Regional Offices (RO) and Divisions within the ROs.

Duties

The incumbent has full responsibility for the operation of the NCC in the states of jurisdiction. Specific duties include, but are not limited to the following: The NCCM is responsible for advising and providing information on benefits and rights, explaining pertinent legal provisions, regulations, and related administrative practices and their application to specific cases, and assisting individuals in how best to provide required documents and evidence. Serves as the principal advisor on call center issues to the Regional Office Assistant Director/Director. Responsible for oversight and management of the NCC and the Inquiry Routing and Information System (IRIS) Response Center; and is the primary interface for Veterans with VA; management of the call center participant correspondence function; and coordination of the Interactive Voice Response System (IVR). Directs all call center customer service within the multi-state jurisdiction. Facilitates discussions with Veterans' Service Organizations, congressional liaisons, and others at state, regional, and national meetings and conferences. Ensures equal opportunities for all NCC and IRC employees and supports EEO goals and is responsible for budgetary controls and expenditures for the National Call Center. Work Schedule: Monday - Friday 8:00 am - 4:30 pm Compressed/Flexible: Not Available Telework: Not Available Virtual: This is not a virtual position. Position Description/PD#: Supervisory Legal Administrative Specialist GS-13: 030330 Relocation/Recruitment Incentives: Not Authorized Financial Disclosure Report: Not Required Bargaining Unit: No

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement:07/17/2026. TIME-IN-GRADE REQUIREMENT: Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements. For a GS-13 position you must have served 52 weeks at the GS-12. 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 none. 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 described below: GS-13 Grade Level: Specialized Experience: Specialized Experience: is characterized by an overall knowledge of all VA benefit programs as well as a thorough knowledge of general laws affecting veteran's Compensation and Pension benefits and a full and complete knowledge of the laws, regulations, precedent opinions of the Court of Veterans Appeals, authoritative opinions of the General Counsel, and the procedural requirements affecting the entire field of Compensation and Pension benefits programs. Candidates must also have demonstrated in their work experience or training that they possess, or have the potential to develop, the qualities to successfully supervise subordinates and to operate and manage a successful National Call Center. 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: This work normally involves mental rather than physical exertion. This position is primarily sedentary with some walking, standing, bending, stooping and carrying of lightweight items (i.e. folders, claims files). 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/.

Education

There is no educational substitution at this grade level.

How You Will Be Evaluated

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): Technical Knowledge - Knowledge of Federal, State and Local laws, regulations, policies, guides, procedures and judicial determinations applicable to Veterans Benefits Programs or similar programs. Human- Capital Management - Builds and manages workforce based on organizational goals, budget considerations, and staffing needs. Ensures that employees are appropriately recruited, selected, appraised, and rewarded; takes action to address performance problems. Manages a multi-sector workforce and a variety of work situations. Supervision - Ability to manage and/or supervise (plan, organize, direct, control, review, etc) the work activities of subordinates. Analyze - Ability to analyze (i.e., review and evaluate), comprehend and apply decisions derived from a variety of data or complex information. Communication - Ability to establish and maintain effective communication (oral and written) with persons both at all organizational levels and with officials of other departments and agencies on policy, technical and administrative matters. 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/13003352 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 contact for 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.

Required Documents

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 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. A copy of your TWO most recent ( FY 2024 and FY 2025-VA Form 0750) performance appraisals (annual rating of record *with a documented rating*) and associated performance standards. NOTE: Applicants unable to provide your most recent performance appraisal MUST provide a valid written explanation for its absence. 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. Additional Documents accepted: Award SF-50s CTAP documentation - RIF notice, SF-50 showing VA employee, and performance appraisal. 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), SF-50's (current/former Federal employees), documentation to support Veterans Preference claims, or CTAP documentation (for displaced VA employees). 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. Please read the entire announcement and all the instructions before you begin an application. To apply and be considered for this position, you must complete all required questionnaires, assessments and submit all required documentation as specified in the How to Apply and Required Documents section.

How to Apply

To receive consideration, the complete application package must be submitted by 11:59 p.m. (EST) on 07/17/2026 or 11:59 p.m. (EST) on the day the applicant count limit is reached, whichever comes first. It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date. The complete application package must be submitted by 11:59 p.m. (EST) on 07/17/2026 to receive consideration. It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date. The application process is as follows: Click the Apply Online button. Answer the questions presented in the application and attach all necessary supporting documentation. Click the Submit Application button prior to 11:59 PM (ET) on the announcement closing date. If you are required to complete any USA Hire Assessments, you will be notified after submitting your application. The notification will be provided in your application submission screen and via email. The notification will include your unique assessment access link to the USA Hire system and the completion deadline. Additionally, in USAJOBS you can click "Track this application" to return to your assessment completion notice. Access USA Hire using your unique assessment link. Access is granted through your USAJOBS login credentials. Review all instructions prior to beginning your assessments. You will have the opportunity to request a testing accommodation before beginning the assessments should you have a disability covered under the Rehabilitation Act of 1973 as amended. Set aside about two (2) hours to take the USA Hire Assessments; however, most applicants complete the assessments in less time. If you need to stop the assessments and continue later, you can re-use your unique assessment link. Your responses to the USA Hire Assessments will be reused for one year (in most cases) from the date you complete an assessment. If future applications you submit require completion of the same assessments, your responses will be automatically reused. Visit the USA Hire Applicant Resource Center for practice assessments and assessment preparation resources at https://support-usahire.opm.gov/hc/en-us. To update your application, including supporting documentation: During the announcement open period, return to your USAJOBS account, find your application record, and click Edit my application. This option will no longer be available once the announcement has closed. To view the announcement status or your application status: Visit https://www.usajobs.gov/Help/howto/application/status/. Your application status page is where you can view your application status, USA Hire assessment completion status, and review your notifications sent by the hiring agency regarding your application. Beginning September 27, 2025, Federal agencies will only accept resumes up to two pages in length to comply with the Merit Hiring Plan. Resumes longer than two pages will result in ineligibility for further consideration for the position. USAJOBS will not allow you to upload or build resumes longer than two pages, and you will need to update the resumes in your profile before applying for a job. Resumes should include information relevant to the knowledge, skills, abilities, and competencies of the position to which you are applying. VA is unable to make assumptions about qualifications if not clearly listed. 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 savin...

To qualify for this position, applicants must meet all requirements by the closing date of this announcement:07/17/2026. TIME-IN-GRADE REQUIREMENT: Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements. For a GS-13 position you must have served 52 weeks at the GS-12. 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 none. 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 described below: GS-13 Grade Level: Specialized Experience: Specialized Experience: is characterized by an overall knowledge of all VA benefit programs as well as a thorough knowledge of general laws affecting veteran's Compensation and Pension benefits and a full and complete knowledge of the laws, regulations, precedent opinions of the Court of Veterans Appeals, authoritative opinions of the General Counsel, and the procedural requirements affecting the entire field of Compensation and Pension benefits programs. Candidates must also have demonstrated in their work experience or training that they possess, or have the potential to develop, the qualities to successfully supervise subordinates and to operate and manage a successful National Call Center. 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: This work normally involves mental rather than physical exertion. This position is primarily sedentary with some walking, standing, bending, stooping and carrying of lightweight items (i.e. folders, claims files). 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/.