These positions are located under the Clinical Services section of the VHA Member Services (MS) Health Resource Center (HRC), National Call Center for Homeless Veterans in Canandaigua, NY, Topeka, KS and Waco, TX. The Social Service Representative will respond to questions, research, identify and resolve issues pertaining to the Veterans who need assistance through the VA National Call Center for Homeless Veterans (NCCHV) Crisis Hotline Program.
To qualify for this position at the GS-7 grade level, you must meet one of the following requirements: EXPERIENCE: You must have at least one (1) full year of specialized experience that has equipped you with the knowledge, skills and abilities to perform successfully the duties of the Social Service Representative position. To be creditable this experience must be equivalent to the next lower grade level (GS-06) in federal service. Specialized experience is defined as experience in a program of direct social welfare services that requires the application of program policy and operations knowledge in providing social welfare services and/or assisting social workers. ~OR~ EDUCATION: You must have successfully completed a one-full academic year of graduate level education with a major study in social sciences. This education must have been obtained in an accredited college or university. NOTE: Transcripts must be submitted with your application. Education cannot be credited without documentation. ~OR~ COMBINATION: You must have an equivalent combination of successfully completed graduate level education and specialized experience as described above may be used to meet total qualification requirements. NOTE: Transcripts must be submitted with your application. Education cannot be credited without documentation. You will be rated on the following Competencies as part of the assessment questionnaire for this position: Attention to Detail Customer Service Oral Communication Surveying Technology Application IMPORTANT: A full year of work is considered to be 35-40 hours of work per week. All experience listed on your resume must include the month and year start/end dates. 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. 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; religious; 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. Physical Requirements: Work is primarily with no special physical demands. The employee is often required to talk, type and navigate systems for long periods of time. 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/.
***THIS IS NOT A VIRTUAL POSITION, YOU MUST LIVE WITHIN OR BE WILLING TO RELOCATE WITHIN A COMMUTABLE DISTANCE OF THE DUTY LOCATION*** The major duties and responsibilities include but are not limited to: Receives a full range of inbound telephones calls and Web Chats through the NCCHV from Veterans, their family members and/or legal representatives and the public concerning homeless issues; Assists Veterans and others by connecting them and/or referring them to local VA Resources, community non-profits or other social resources; Determines appropriate action or identify alternatives in resolving issues through in-depth research, interpretation and analysis of record information; Prepares and maintains comprehensive administrative records of calls and specific actions taken; Enters call information into a computer system; Interacts with clinicians, patients and their family; and Performs other duties as assigned. Work Schedule: Full time, 40 hours per week/8 hours per shift. This is a 24-hour, 7-day per week call center, to include days, nights, evenings, weekends, and holidays. The tour of duty is based on organizational needs and will be established after successful completion of the training. Ad Hoc Telework: This position may be authorized for Ad Hoc telework. Telework eligibility will be discussed during the interview process. Recruitment & Relocation Incentives: Not authorized Critical Skills Incentive (CSI): Not Approved