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Supervisory Contact Representative

Department: Department of Veterans Affairs

Location(s): Topeka, Kansas, Waco, Texas

Salary Range: $61111 - $80739 Per Year

Job Summary: This position is in Pharmacy Services, Pharmacy Customer Care (PCC). The primary purpose of the position is to provide supervision, guidance, and assistance to Contact Representatives (CRs) in the performance of their duties. CRs respond to questions, resolve issues/ concerns of veterans, family members and/or legal representatives, the public, and VA employees concerning pharmacy support activities/ administrative processes related to pharmacy services provided to our nation's veterans.

Major Duties:

• Major Duties include (but are not limited to): Resolves informal complaints and grievances and provides advice and counsel to workers related to work and administrative matters; Assures that subordinates are trained or otherwise familiar with the section and Member Services policies and procedures and fully comply with the provisions of safety regulations Evaluates processes and procedures in place and making recommendations for more effective organizational functioning when appropriate Plans and accomplishes special projects within prescribed timelines and manages them for major program issues of broad impact to the agency Assists higher level supervisor or manager in the development of proposals and/or plans related to the implementation of new or modified programs or projects Provides clarifications of standard operating procedures upon request and when personal observations indicate that clarification may be appropriate Reviews complaints from customers, performing fact-finding as necessary to respond to the issue or make recommendations to senior management Monitors recorded and live calls to track employee performance, identify training issues, and to evaluate contact representatives compliance with internal procedures and quality assurance requirements. Promotion Potential: This GS-9 position is being announced at the full performance level. Work Schedule: Full time, 40 hours per week/8 hours per shift. This is a 24-hour, 7-day per week call center, to include days, nights, evenings, weekends, and holidays. Tour of duty based on organizational needs and determined by seniority, most new employees will work evening, night, and weekend hours Remote: This position is not authorized for Remote work. Telework: This position may be authorized for telework. Telework eligibility will be discussed during the interview process. Virtual: This position is not authorized for virtual work. Position Description/PD#: Supervisory Contact Representative/PD03089A Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): Not Approved

Qualifications: To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 07/23/2025. Time-In-Grade Requirement (GS-09): 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 by the closing date of this announcement. For a GS-09 position you must have served 52 weeks at the GS-07. 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. Please Note: Time-In-Grade requirements also apply to former Federal employees applying for reinstatement with CTAP eligibility. You may qualify based on your experience as described below: Specialized Experience (GS-09): You must have one year of specialized experience equivalent to at least the next lower grade (GS-07) in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: 1) Establishes guidelines and performance expectations for staff, which are clearly communicated through the formal employee performance management system 2) Observes worker performance, demonstrates and conducts work performance critiques while providing informal feedback and periodically evaluating employees performance 3) Assures that subordinates are trained or otherwise familiar with the section and HRC policies and procedures and fully comply with the provisions of safety regulations 4) Takes appropriate action to correct deficiencies when noted by reassigning work assignments, training, requesting additional staffing and/or overtime, and related actions 5) Works to identify training issues and to evaluate call agents compliance with internal procedures and policies. You will be rated on the following Competencies for this position: Administration and Management Human Resources Management Organizational Awareness 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. Note: A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly 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 is sedentary with no special physical demands. Work may involve talking for long periods of time and often involves long periods of interaction at computer terminals. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.

How to Apply: All applicants are encouraged to apply online. To apply for this position, you must complete the questionnaire and submit the documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on 07/23/2025 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12757826. To begin, click Apply Online to create a USA JOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents and complete the occupational questionnaire. Click Submit My Answers to submit your application package. NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date. The Career Transition Assistance Plan (CTAP) provide eligible displaced Federal/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 for this vacancy. To be well-qualified: applicants must possess experience that exceeds the minimum qualifications of the position including all selective factors, and who are proficient in most of the required competencies of the job. Information about CTAP eligibility is on OPM's Career Transition Resources website at http://www.opm.gov/policy-data-oversight/workforce-restructuring/employee-guide-to-career-transition/. During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions.

Application Deadline: 2025-07-23