Lead Contact Representative

Full Job Description

Incumbent serves as Lead Representative leading three or more 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, 03/23/2026.

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 by the closing date of this announcement.

For a GS-06 position you must have served 52 weeks at the GS-05. 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 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: Distributes and balances the workload among employees Assures timely accomplishment of the assigned workload Keeps status and progress of work and makes day-to-day adjustments Prepares production reports as requested Instructs employees in specific tasks and job techniques Gives on-the-job training to new employees in accordance with established procedures and practice Reviews completed work to see that supervisor's instructions on work sequence, procedures, methods, and deadlines have been met Approves leave for a few hours or for emergencies Resolves simple, informal complaints from employees and refers others to supervisor Provides information to supervisor as requested concerning promotions, reassignment, recognition of outstanding performance, and personnel needs.

Uses the knowledge required for this position to independently inform and respond to a multitude of Veteran's medical questions and a wide variety of concerns Utilizes extensive knowledge of VA programs Review particular circumstances and goals of each caller; health condition, benefits status, etc.

so as to apply the combination of benefits, services, or regulatory requirements that will best meet the needs of the women Veteran.

Works with health care providers and administrative support staff to prevent and resolve women Veterans concerns and complaints Acts as the patient advocate and resolves Veterans needs to the best of their ability.

Makes referrals as necessary to national programs such as Veterans Benefit Administration, National Cemetery Administration, Health Eligibility Center, and Veterans Health Administration 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 Retrieves voice mail messages to the Women Veterans Call Center.

Performs other duties as assigned. Work Schedule: Full-time, 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#: Lead Contact Representative/PD08332A Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Authorized Permanent Change of Station (PCS): Not Authorized