• Job Description

  Req#: 767626500
  Summary
  
  The AQRS is part of the Decision Review Operation Center's (DROC) quality assurance program, and is a technical advisor to Claims Assistants (CA), communication team employees, and Veterans Service Representatives (VSR). The purpose of this position is to measure individual quality and identify training needs through the review and assessment of compensation and pension development, award processing, and authorization, to include legacy appeals, AMA decision reviews, and attorney fees.
  
  This job is open to
  • Career transition (CTAP, ICTAP, RPL)
    
    Federal employees who meet the definition of a "surplus" or "displaced" employee.
  • Internal to an agency
    
    Current federal employees of this agency.
  
  
  Clarification from the agency
  
  This vacancy is open ONLY to current, permanent VBA employees and T5 Career Transition Assistance Plan (CTAP) employees.
  
  Duties
  
  Major Duties:
  
  • Responsible for performing quality reviews for individual CAs, communication team employees, VSRs, and other AQRS.
  • Performs quality reviews to determine the intake processing, correspondence, development, award, and authorization quality level of individual CAs, communication team employees, VSRs, and other AQRS for purposes of individual performance standards.
  • Tracks and analyzes all quality exceptions for the station and for individuals, to include exceptions called by the Office of Administrative Review (OAR).
  • Responsible for sharing intake processing, correspondence, development, award, and authorization quality trend information with management and other employees on an ongoing basis.
  • Develops reports and discusses findings with the DROC Manager, Coaches, and employees.
  • Maintains secure records showing the cases reviewed and the types and number of errors found as required by the performance standards.
  • Enters the results of quality reviews into various error tracking systems.
  • Evaluates and identifies deficiencies of all elements of a claim from evidence development, income and dependency issues, to award processing and authorization.
  • Provides an explanation of errors and includes comments where attention is warranted, and returns claims called in error to the originating employee for correction.
  • Conducts expanded reviews if individual performance is found to be deficient.
  • Explains rationale and provides appropriate citation to support an error call.
  • Prepares national and station error data reports and provides to personnel in the regional office who are authorized to request and receive such reports.
  • Performs administrative functions.
  • Utilizes national and station error review results and identified trends to recommend training for employees.
  • Work collaboratively with the Rating Quality Review Specialist to identify overall station trends and training needs, primarily in the development portion of claims processing where there is considerable overlap.
  • Prepares and conducts formal training sessions, including, but not limited to, training for newly hired personnel, refresher training and other necessary training due to changes in procedures, regulations, or the law.
  • Provide assessments to the first-line supervisor detailing strengths and weaknesses observed in CAs, communication team employees, VSRs, and other AQRS and identify ways for improvement in performance.
  • Provides periodic assessments to division management on the quality of the work produced by all CAs, communication team employees, VSRs, and other AQRS, including trainees.
  • Develops methods for mentoring members of the team 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.
  • Serves as a technical advisor to DROC management and team leaders.
  • Performs in-depth research, analyzes operating contingencies and special situations.
  • Assists technical managers and staff in developing claims processing solutions.
  • Conducts statistical analysis of national and station reviews to identify trends in quality, significant problems areas and processes requiring improvement.
  • Performs quality management activities that are designed to improve quality of case processing.
  • Reviews existing procedures and directives to detect contradictory instructions and deficiencies, and recommends corrective action when deficiencies are noted.
  • Prepares new procedures and directives to reflect changes in the law or regulations.
  • Develops methods to ensure quality processing of Veterans' claims.
  • Develops various quality assurance processes with emphasis on work procedures and techniques that address unique work conditions and practices.
  • Ensures all program requirements imposed by Compensation Service, Pension & Fiduciary Service, Office of Administrative Review, the Office of General Counsel, and the Court of Appeals for Veterans Claims are met or implemented.
  • Attends division staff meetings, when requested, for the purpose of providing input on the quality of division operations and recommending ways for improvement, incumbent will work closely with other members of the division management team in formulating these recommendations.
  • Performs other related duties as assigned.
  
  Promotion Potential:This position is at the Full Performance Level.
  
  Work Schedule: Full time, Monday through Friday
  
  Telework: This position is remote
  
  Virtual: This is not a virtual position.
  
  Position Description/PD#: Veterans Service Representative (Authorization Quality Review Specialist) PD37136A
  
  Re location/Recruitment Incentives: Not Authorized
  
  Financial Disclosure Report: Not required
  
  Requirements
  
  Conditions of Employment
  • You must be a U.S. Citizen to apply for this job
  • Selective Service Registration is required for males born after 12/31/1959
  • You may be required to serve a probationary period
  • Subject to background/security investigation
  • Will be required to complete electronic onboarding process
  
  
  Qualifications
  
  To qualify for this position, applicants must meet all requirements by the closing date of this announcement:12/29/2023.
  
  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.
  
  To verify your eligibility, you must submit a copy of your most recent Notification of Personnel Action, Standard Form 50 (SF-50). The grade may have been in any occupation, but must have been held in the Federal service. You must provide a copy of your most recent SF-50 that indicates proof of status, and shows Time in Grade (for example, you were a career or career-conditional employee) and identifies your position title, series, grade, step, salary, tenure, and type of service (Competitive or Excepted). 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 also submit your most recent promotion or within-grade increase in addition to your recent SF-50. If you previously held a higher grade, you must also submit any SF-50 showing that grade. DO NOT submit Award SF-50's and/or General Adjustment SF-50's as they cannot be used to prove time-in-grade.
  
  • For a GS-12 position you must have served 52 weeks at the GS-11 level.
  
  MINIMUM QUALIFICATION REQUIREMENT: You may qualify based on your experience as described below:
  
  GS-12 Grade Level:
  
  Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-11 in the normal line of progression for the occupation in the organization.
  
  Specialized Experience is defined as work that involves functioning in either a capacity performing training, analyst or information systems duties of a claims management process. The experience should be substantiveand relevant and may have been gained in the federal, military, or private sector. Examples include but are not limited to:
  
  • Conducting focused evaluations and reviews to determine authorization quality and accuracy.
  • Providing advisory services to management via preparation and presentation of quality trend information.
  • Developing training strategies and materials to address deficiencies and/or conducting training activities.
  • Analyzing performance deficiencies and quality trends to identify knowledge/skill gaps.
  • Providing quality-review services, feedback, and guidance to staff in order to correct unsatisfactory performance.
  
  Education: No education is required for this position.
  
  Volunteer Experience: 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.
  
  Full vs. Part-Time Employment: Full-time employment is considered to be at least 35 hours per week. Part-time experience will be credited on a pro-rated basis; when including part-time employment in your resume you must specify the average hours worked per week.
  
  Physical Requirements: The work normally involves mental rather than physical exertion. The work is mostly sedentary. However, there may be some walking, standing, and carrying of light items such as papers, books, claims folders, and files from one desk to another or for returning to storage. Carts are utilized to carry large number of claims folders. This will require the incumbent to push or pull the cart from one area to another.
  
  For more information on these qualification standards, please visit the United States Office of Personnel Management's website at http://://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.
  
  Additional information
  
  This position is a bargaining unit position.
  
  VA supports the use of telework as a way to help attract and retain talented individuals in public service, increase worker productivity, and better prepare the agency to operate during emergencies. This position may be authorized for telework. Telework eligibility will be discussed during the interview process.
  
  The Career Transition Assistance Plan (CTAP) provide eligible displaced 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 (have a final rating of 85 or more) for this vacancy. Information about ICTAP and 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/.
  
  Placement Policy: The posting of this announcement does not obligate management to fill a vacancy or vacancies by promotion. The position may be filled by reassignment, change to lower grade, transfer, appointment, or reinstatement.
  
  It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.
  
  This job opportunity announcement may be used to fill additional vacancies.
  
  For more information on the "Who may apply" eligibility requirements, please refer to the OHRM Status Candidates and Other Candidate Definitions document.
  
  If you are unable to apply online view the following link for information regarding an Alternate Application.
  
  
  • Benefits
    
    A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
    
    Review our benefits
    
    Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.
  
  
  How You Will Be Evaluated
  
  You will be evaluated for this job based on how well you meet the qualifications above.
  
  IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Applicants who do not fully address the specialized experience needed for the position (as described above in the job announcement) in their resume will not be referred for consideration.
  
  After you have met the minimum qualifications, you will be rated on the following competencies based on your application for this position:
  
  • Research: Knowledge of the scientific principles, methods, and processes used to conduct a systematic and objective inquiry; including study design, collection, analysis, and interpretation of data; and the reporting of results.
  • Written Communication: Expresses facts and ideas in writing in a succinct and organized manner.
  • Oral Communication: Expresses ideas and facts to individuals or groups effectively; makes clear and convincing oral presentations; listens to others; facilitates an open exchange of ideas.
  • Attention to Detail: Is thorough when performing work and conscientious about attending to detail.
  • Technical Competence: Uses knowledge that is acquired through formal training or extensive on the job experience to perform one's job; works with, understands, and evaluates technical information related to the job; advises others on technical issues. Subject matter expert on intake processing, correspondence, development, award, and authorization.
  • Training: Uses knowledge that is acquired through formal training or extensive on the job experience to perform one's job; works with, understands, and evaluates technical information related to the job; advises others on technical issues.
  
  Narrative responses are not required at this time. If you are referred for consideration, you may be asked to submit additional job related information, which may include, but not limited to; responses to the knowledge, skills and abilities; completion of a work sample, and/or an interview.
  
  
  • Benefits
    
    A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
    
    Review our benefits
    
    Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.
  • Required Documents
    
    As a new or existing federal employee, you and your family may have access to a range of benefits. Your benefits depend on the type of position you have - whether you're a permanent, part-time, temporary or an intermittent employee. You may be eligible for the following benefits, however, check with your agency to make sure you're eligible under their policies.
    
    To apply for this position, you must provide a complete Application Package to include the documents detailed below. Your resume and supporting documentation will be verified. Failure to submit the documents as specified may result in loss of consideration for this job announcement.
    
    • Resume detailing specialized experience and competencies as they relate to this position.
      
      • For each position in your resume, you must specify the start and end dates (month/year) and a description of duties. If the position was Federal, you should also indicate the grade level. Resumes containing a general summary of all positions held, not specifying start/end dates, and/or not including documentation supporting Federal grade level(s) are insufficient to determine basic qualifications.
    • Your most recent NON-AWARD SF-50. The SF-50 must indicate proof of status and should identify your position title, series, grade, step, salary, tenure and type of service (Competitive or Excepted).
    • Your SF-50 reflecting when you entered your highest grade (e.g. Promotion, Appointment, etc.) in order to verify time-in-grade requirements.
    
    Additional Documents accepted:
    
    
    • CTAP documentation - RIF notice, SF-50 showing VA employee, and performance appraisal
    
    Please use this checklist to make sure you have included all documents required for your application. You will not be contacted for additional information.
    
    If you are relying on your education to meet qualification requirements:
    
    Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.
    
    Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
  • How to Apply
    
    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 12/29/2023 to receive consideration. It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12240283.
    
    1. 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.
    2. Click Submit My Answers to submit your application package.
    
    Click here for instructions on viewing your application status.
    
    Agency contact information
    
    William Shannon
    
    Phone
    
    4102304400
    
    Email
    
    william.shannon@va.gov
    
    Address
    
    Office of Administrative Review 810 Vermont Avenue NW Washington, DC 20420 US
    
    Next steps
    
    Once your online application is submitted you will receive a confirmation notification by email. After we receive application packages (including all required documents) and the vacancy announcement closes, we will review applications to ensure qualification and eligibility requirements are met. After the review is complete, a referral certificate(s) is issued and applicants will be notified of their status by email. Referred applicants will be notified as such and may be contacted directly by the hiring office for an interview. All referred applicants receive a final notification once a selection decision has been made.
    
    You may check the status of your application at any time by logging into your USA Jobs account and clicking on Applications. Information regarding your application status can be found in the USAJobs Help Center.
  • Fair and Transparent
    
    The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
    
    
    • Equal Employment Opportunity (EEO) Policy
    • Reasonable accommodation policy
    • Financial suitability
    • Selective Service
    • New employee probationary period
    • Signature and false statements
    • Privacy Act
    • Social security number request
  
  
  Required Documents
  
  To apply for this position, you must provide a complete Application Package to include the documents detailed below. Your resume and supporting documentation will be verified. Failure to submit the documents as specified may result in loss of consideration for this job announcement.
  
  • Resume detailing specialized experience and competencies as they relate to this position.
    
    • For each position in your resume, you must specify the start and end dates (month/year) and a description of duties. If the position was Federal, you should also indicate the grade level. Resumes containing a general summary of all positions held, not specifying start/end dates, and/or not including documentation supporting Federal grade level(s) are insufficient to determine basic qualifications.
  • Your most recent NON-AWARD SF-50. The SF-50 must indicate proof of status and should identify your position title, series, grade, step, salary, tenure and type of service (Competitive or Excepted).
  • Your SF-50 reflecting when you entered your highest grade (e.g. Promotion, Appointment, etc.) in order to verify time-in-grade requirements.
  
  Additional Documents accepted:
  
  
  • CTAP documentation - RIF notice, SF-50 showing VA employee, and performance appraisal
  
  Please use this checklist to make sure you have included all documents required for your application. You will not be contacted for additional information.
  
  If you are relying on your education to meet qualification requirements:
  
  Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.
  
  Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
  
  How to Apply
  
  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 12/29/2023 to receive consideration. It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12240283.
  
  1. 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.
  2. Click Submit My Answers to submit your application package.
  
  Click here for instructions on viewing your application status.
  
  Agency contact information
  
  William Shannon
  
  Phone
  
  4102304400
  
  Email
  
  william.shannon@va.gov
  
  Address
  
  Office of Administrative Review 810 Vermont Avenue NW Washington, DC 20420 US
  
  Next steps
  
  Once your online application is submitted you will receive a confirmation notification by email. After we receive application packages (including all required documents) and the vacancy announcement closes, we will review applications to ensure qualification and eligibility requirements are met. After the review is complete, a referral certificate(s) is issued and applicants will be notified of their status by email. Referred applicants will be notified as such and may be contacted directly by the hiring office for an interview. All referred applicants receive a final notification once a selection decision has been made.
  
  You may check the status of your application at any time by logging into your USA Jobs account and clicking on Applications. Information regarding your application status can be found in the USAJobs Help Center.
  
  Fair & Transparent
  
  The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
  
  
  • Equal Employment Opportunity (EEO) Policy
  • Reasonable accommodation policy
  • Financial suitability
  • Selective Service
  • New employee probationary period
  • Signature and false statements
  • Privacy Act
  • Social security number request

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