Contact Representative

Full Job Description

The employee will serve as a Contact Representative (CR) for the Women Veterans Call Center (WVCC) within the VA Veterans Health Administration (VHA) located at the Canandaigua VA Medical Center, in Canandaigua, New York.

Gender Specific Requirement: This vacancy has a Gender Specific Restriction. Only female applicants will be accepted for this vacancy.

The United States Office of Personnel Management (OPM) has authorized this restriction based on the program's primary function for meeting the needs of female Veterans.

All documentation has been carefully reviewed and has met the condition of unusual circumstances as stated in section 5 CFR 332.407 and supports certification of single-sex recruitment.

This position includes a Selective Placement Factor (skill, knowledge, ability or other worker characteristics are basic to - and essential for - satisfactory performance of the job).

Selective Placement Factors are a prerequisite to appointment and represent minimum requirements for a position. Applicants who do not meet it are ineligible for further consideration.

The Selective Placement Factor for this position is a Gender Specific Restriction: I hereby certify that I am a female.

SPECIALIZED EXPERIENCE: Applicants must possess at least one (1) year of specialized experience that equipped them with the particular knowledge, skills, and abilities to perform successfully the duties of this position, and that is typically in or related to the work of this position.

To be creditable, this experience must have been equivalent to at least the GS-4 level in the Federal service.

Specialized experience includes: receiving and responding to telephone calls/inquiries; interacting with callers to determine the primary purpose of calls; researching and resolving caller inquiries; responding to questions regarding benefits; and utilizing various automated systems/databases.

OR SUBSTITUTION OF EDUCATION FOR EXPERIENCE (Transcript Required): Successful completion of (4) years of education above the high school level.

This education must have been obtained in an accredited business, secretarial or technical school, junior college, college or university for which high school graduation or the equivalent is the normal prerequisite.

One year of full-time undergraduate study is defined as 30 semester hours, 45 quarter hours, or the equivalent in a college or university or at least 20 hours of classroom instruction per week for approximately 36 weeks in a business, secretarial or technical school.

OR COMBINING EDUCATION AND EXPERIENCE (Transcript Required): Combination of successfully completed post-high school education and experience may be used to meet total qualification requirements.

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/.

Major Duties:

***THIS IS NOT A VIRTUAL POSITION, YOU MUST LIVE WITHIN OR BE WILLING TO RELOCATE WITHIN A COMMUTABLE DISTANCE OF THE DUTY LOCATION*** Duties include, but may not be limited to the following: Conducts outreach calls to women Veterans not already enrolled in VA healthcare services.

Responds to inbound calls, chat messages and text messages from women Veterans, family members or caregivers.

Determines nature of call, thoroughly and accurately analyzes issue and assists with communicating caller's needs regarding benefits, services and health care needs to health care or service providers.

Demonstrates exceptional interpersonal communication skills and works collaboratively in meeting women's needs.

Applies problem solving techniques to resolve or assist in resolving women's issues and concerns.

Analyzes caller's situation, provides in-depth solutions based on inquiries, questions or concerns from women, their representative, families or caregivers about services and resources.

Applies fact finding and interviewing techniques to gather, analyze and evaluate information from women.

Fosters and maintains good public relations using a considerable amount of tact, diplomacy and empathy.

Uses computer technology to ensure accurate information collection, communication and documentation. Performs other related duties as assigned.

Work Schedule: Set Shift between Monday - Friday, 8:00 am - 10:00 pm and Saturday, 8:00 am - 6:30 pm Recruitment & Relocation Incentives: Not authorized.