[Hiring] Supervisory Legal Administrative Specialist @Denver Regional Benefit Office

Role Description

The Fiduciary Call Center (FCC) has been established to centralize the VA's toll-free phone activity to yield greater consistency and quality in phone service. The Fiduciary Call Center Manager (FCCM) provides leadership and direction to the Center and coordinates its activities with other call Centers, Regional Offices, and Divisions within the Regional Office.

• The FCCM is responsible for implementing policies and procedures by means of supplemental directives, interpretations, and procedural instructions.
• Resolves and makes final determinations on questions of interpretation of regulations, precedent, decisions, instructions, and other controlling guidelines.
• Provides for uniform understanding through training conferences, informal discussions, and instructional memoranda.
• Serves as the principal advisor on call center issues to the Regional Office Director.
• Advises the Director on all call center-related activities, keeping the Director informed of developments or situations that may affect public trust.
• Facilitates discussions with veterans' service organizations, congressional liaisons, and others at various meetings and conferences.
• Monitors the call center knowledge databases, approves new and revised materials, and ensures consistency in responses.
• Evaluates and improves call center performance through analysis of performance reports.
• Identifies and implements procedures such as surveys and quality monitoring.
• Performs sample monitoring of employee's real-time performance and oversees inter-center call calibration sessions.
• Communicates changes, new requirements, and procedures quickly and effectively to staff in the FCC.

Qualifications

• Applicants must meet all requirements by the closing date of this announcement: 11/16/2026.
• TIME-IN-GRADE REQUIREMENT: Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must meet time-in-grade requirements.
• For a GS-13 position, you must have served 52 weeks at the GS-12 level.
• If you are a current VBA employee outside of the commuting area seeking reassignment or change to lower grade, you must currently hold the GS-13 (or higher) and the promotion potential of your current position must be at least GS-13.
• 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.

Requirements

• MINIMUM QUALIFICATION REQUIREMENT: You may qualify based on your experience as described below:
• GS-13 Grade Level: Specialized Experience: Applicants must have one year of Specialized Experience equivalent to the GS-12 level or higher in the Federal service.
• Specialized Experience is defined as:
  • Experience counseling Veterans, their dependents, and their representatives regarding the availability and procurement of benefits through the Department of Veterans Affairs and other benefit programs.
  • Possesses knowledge and/or practical application of employee relations and labor relations practices.
• Volunteer Experience: Experience refers to paid and unpaid experience, including volunteer work done through National Service programs and other organizations.
• 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.
• Physical Requirements: The work requires some physical effort, such as standing, walking, bending, or sitting. Most work is generally performed under common professional business conditions, usually at a home office.

Benefits

• Relocation/Recruitment Incentives: Not Authorized
• Financial Disclosure Report: Required - Selectee will be required to complete a Confidential Financial Disclosure Report, OGE-450, prior to entering on duty and annually thereafter.