Supervisory Legal Administrative Specialist (Coach)
3 hours ago
This position serves as a Supervisory Legal Administrative Specialist.....
This position serves as a Supervisory Legal Administrative Specialist (Coach) for the Denver Regional Office, Fiduciary Call Center. The Department of Veterans Affairs operates through the Veterans Benefits Administration a wide network of veterans' services field locations where personnel provide veterans, their dependents, and survivors with information, advice and assistance regarding the availability and procurement of benefits under laws administered by the Department of Veterans Affairs (VA) and other agencies. The Fiduciary Call Center Staff (FCC) established was designed to support all these efforts through the coordination work through the FCC Manager to yield greater consistency and quality in all VA services. The Supervisory Legal Administrative Specialist (Coach) will provide support to the FCC Manager through project management and analysis of division initiatives.
Specific duties include:
- Responsible for ensuring that their team's quality and timeliness of service meets performance indicator goals. Performs monitoring on their employees and or others assigned by the FCCM as part of the VBA mandated local telephone quality reviews through monitoring program.
- Takes ownership of callbacks. Research issue(s) to include direct contact with Fiduciary Hub of jurisdiction if warranted, or in course of research with other Federal or state agencies as necessary. Follows-up with the veteran or caller on results of research.
- Mentors Legal Administrative Specialist (LAS) and Lead LAS on the technical aspects of the job in a manner which addresses individual learning needs and effectively offers feedback to identify and correct deficient areas. Provides training consistent with training needs. Works with lower-graded employees to ensure that tasks are completed with the deadline established by the FCCM.
- Provide advice and counsel to employees related to work and administrative matters. Affects disciplinary measures as appropriate to the authority delegated. Reviews and approves or disapproves leave requests to maintain appropriate staffing levels for the division. Assures that subordinates are trained and fully comply with the provisions of all safety regulations. Hears and resolves complaints from employees engaging in ADR/mediation as needed.
- Responsible for keeping the FCCM informed of changes to programs and how those changes affect other programs administered by VA. The incumbent maintains liaison with officials of other government and non-government agencies such as Veterans Service Organization officials, to facilitate cooperative efforts/exchanges in programs benefiting Veterans.
- The incumbent ensures that training is given a high priority to assure that employees have the competencies required to provide the best service to their customers. This includes training to keep abreast of changes in technology, changes to VA rules and regulations and training in support of team development.
- The incumbent is responsible for ensuring that their team's quality and timeliness of service meets performance indicator goals. Performs monitoring on their employees and or others assigned by the FCCM as part of the VBA mandated local telephone quality reviews through monitoring program.
- Performs the administrative and personnel management functions relative to staff supervised. Establish guidelines and performance expectations for staff, which are clearly communicated through the formal employee performance management system. Observes workers' performance; demonstrates and conducts work performance critiques. Develops work improvement plans for the team, recommending personnel actions as necessary.
Promotion Potential: None. This is the full performance level of this position.
Work Schedule: Full time, Monday through Friday, hours may vary between 6am - 6pm
Compressed/Flexible: Not Available
Telework: Not applicable; this is a remote position.
Remote: This is a remote position.
Position Description/PD#: Supervisory Legal Administrative Specialist (Coach); 41280A
Relocation/Recruitment Incentives: Not Authorized.
Financial Disclosure Report: Not Required.
Starting at $71,099 Per Year (GS 12)
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