Contact Representative

Full Job Description

Incumbent serves as Contact Representatives for the Women Veterans Call Center (WVCC) within the Veterans Health Administration, at the Canandaigua VA.

The WVCC is a national collaborative effort between Women Health Services, Patient Care Services, and the Canandaigua VA.

The WVCC provides in-depth guidance based on questions from women Veterans, their families, and caregivers about VA healthcare services and resources available to women Veterans.

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 03/20/2026.

Gender Specific Requirement (Screen-Out): 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 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 by the closing date of this announcement.

For a GS-05 position you must have served 52 weeks at the GS-06. 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.

Note: Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment.

You may qualify based on your experience and/or education as described below: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-04 in the normal line of progression for the occupation in the organization.

Examples of specialized experience would typically include, but are not limited to: pecialized experience includes working in a patient care centered facility or in a call center setting performing clerical, secretarial or administrative support work; counseling and assisting patients with basic questions and concerns pertaining to benefits; inputting and accessing information through various data systems; answering telephone inquiries; analyzing problems and providing an accurate resolution; typing case notes.

Applicants should possess exceptional interpersonal/communications skill and must have the ability to be an attentive listener.

NOTE: Experience must be fully documented on your resume and must include job title, duties, month and year start/end dates AND hours worked per week.

OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have 4 years above High School.

(Transcripts must be submitted with your application) OR Combination: Applicants may also combine education and experience to qualify at this level.

You must have an combination of specialized experience and education beyond 2 years above high school.

(Transcripts must be submitted with your application) You will be rated on the following Competencies for this position: Computer Skills Customer Service Quality Assurance Teamwork 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 of this position is primarily sedentary. No special physical demands are required.

The work environment involves everyday risks or discomforts that require normal safety precautions typical of locations such as offices, meeting and training rooms, and private or commercial vehicles.

The work area is adequately lighted, heated, and ventilated.

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:

Duties: Responds to inbound calls, chat messages, and text messages from women Veterans, family members, or caregivers; Specialized knowledge base of all available VA benefits and healthcare services to provide timely and appropriate problem resolution and/or caller referral.

Provides in-depth and detailed information to the women Veteran about health care services that she may be eligible for.

Independently inform and respond to a multitude of Veteran's medical questions and a wide variety of concerns and to provide comprehensive explanation to them about all available resources.

Serves as the coordinator of incoming telephone calls in the following ways: determines the nature of the call, thoroughly and accurately addresses the issue and/or then if needed assists with communicating the caller's needs regarding VA benefits, services, and health care needs to other VA care or service providers.

Utilizes required extensive knowledge of VA programs such as MST, PTSD, homelessness, women's health care services, etc.

Evaluating priority 30-day follow up calls and making outgoing calls to women Veterans across the nation to follow up with women Veterans to ensure they received the services they need.

Conducts outreach calls to women Veterans not already enrolled in VA healthcare services Ensures all necessary information is obtained from the callers/contacts.

Acts as the patient advocate and resolves Veterans needs to the best of her ability.

The CR must be able to make appropriate independent decisions regarding suicidal crisis, medical crisis and homelessness situations based upon her assessment.

Determine when to warm transfer Veterans to the Veterans Crisis Line and Homeless Line for emergent and urgent crisis needs.

Makes referrals as necessary to national programs such as VBA, HEC, NCA, and VHA.

Utilizes computer technology to ensure continuity of care through accurate information collection, communication, and documentation.

Sends out packets of information to women Veterans based on call center interactions and individually tailors each packet to the callers' needs such as reproductive care, newborn care, survivors benefits, etc.

Participates as a WVCC team member through various duties as assigned, multidisciplinary program meetings, direct interaction with the WVCC leadership team, and development and implementation of program procedures, goals, and objectives.

Performs other duties as assigned. Work Schedule: Set shift between Monday-Friday, 8:00am-10:00pm and Saturday, 8:00am-6:30pm Telework: This position may be authorized for telework.

Telework eligibility will be discussed during the interview process. Virtual: This is not a virtual position.

Position Description/PD#: Contact Representative/PD08137A and PD08317A Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): Not Authorized