This is not a Remote position. If selected, your duty location will be a VA-owned or leased facility. The primary purpose of the position is to complete a basic suicide questionnaire followed by a homeless crisis questionnaire. 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, applicants must meet all requirements by the closing date of this announcement, 09/24/2025. 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-07 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-06 in the normal line of progression for the occupation in the organization. Specialized experience is experience in a program of direct social welfare services that required the application of program policy and operations, knowledge in providing social welfare services, and/or assisting social workers. Examples of specialized experience would typically include, but are not limited to: Completing incoming and outgoing calls in a call center to assess caller needs. Utilizing critical decision-making skills to quickly, logically, and accurately prioritize difficult needs and potential situations. Maintaining comprehensive administrative records of calls and specific actions taken. Using Microsoft Office and other VHA-related computer programs to enter, research and/or update data records. Conducting suicide assessments of callers via telephone interview. ~OR~ Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level 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: Applicants may also combine education and experience to qualify at this level as long as the combined education and experience meets the total qualification requirements. You will be rated on the following Competencies for this position: Attention to Detail Customer Service Oral Communication Technical Competence Technology Application 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: Work is primarily sedentary 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/.
The Social Service Representative 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. Duties may include, but are not limited to: Receives inbound telephone calls and Web Chats from Veterans, their families and/or legal representatives 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 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. Remote: This position is not authorized for Remote work. Telework: This position may be authorized for Ad hoc Telework. Telework eligibility will be discussed during the interview process. Virtual: This position may be authorized for Virtual work. Virtual eligibility will be discussed during the interview process. Definition of Virtual work: Employee works outside of original hiring duty station at VA-owned or leased space. Return to Office (RTO): RTO exemptions will be considered and a determination will be made as part of the selection and onboarding process. Position Description/PD#: Social Service Representative/PD03863A Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): Not Authorized