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

Role Description

The Legal Administrative Specialist Coach (LASC) serves as the supervisor for the Legal Administrative Specialists in the Fiduciary Call Center (FCC). The LASC is responsible for directing the day-to-day activities for their team and for any customer who wishes to speak to a "supervisor" or any request to elevate the issue. The LASC should also provide detailed information for short-term and long-term circumstances that might influence their choice between various Veteran benefits.

• Responsible for ensuring that their team's quality and timeliness of service meets performance indicator goals.
• Performs monitoring on their employees and others assigned by the FCCM as part of the VBA mandated local telephone quality reviews.
• Takes ownership of callbacks and researches issues, including direct contact with the Fiduciary Hub of jurisdiction or other Federal or state agencies as necessary.
• Follows up with the veteran or caller on results of research.
• Mentors Legal Administrative Specialist (LAS) and Lead LAS on the technical aspects of the job.
• Provides training consistent with training needs and works with lower-graded employees to ensure tasks are completed by the established deadline.
• Provides advice and counsel to employees related to work and administrative matters.
• Affects disciplinary measures as appropriate to the authority delegated.
• Reviews and approves or disapproves leave requests to maintain appropriate staffing levels.
• Ensures that subordinates are trained and comply with safety regulations.
• Hears and resolves complaints from employees engaging in ADR/mediation as needed.
• Keeps the FCCM informed of changes to programs and their effects on other VA-administered programs.
• Maintains liaison with officials of other government and non-government agencies to facilitate cooperative efforts benefiting Veterans.
• Ensures training is prioritized to provide employees with the competencies required for optimal service.
• Performs administrative and personnel management functions relative to staff supervised.
• Establishes guidelines and performance expectations for staff, communicated through the formal employee performance management system.
• Observes workers' performance and conducts work performance critiques.
• Develops work improvement plans for the team and recommends personnel actions as necessary.

Qualifications

• Applicants must meet all requirements by the closing date of this announcement: 06/03/2026.
• TIME-IN-GRADE REQUIREMENT: Current Federal employees must have held a GS grade any time in the past 52 weeks.
• For a GS-12 position, applicants must have served 52 weeks at the GS-11 level.
• MINIMUM QUALIFICATION REQUIREMENT: Specialized experience is defined as:
  • Experience counseling Veterans, their dependents, and their representatives regarding benefits available through the Department of Veterans Affairs and other programs.
  • Experience serving as a team or project lead to accomplish project goals.
• Volunteer Experience: Includes paid and unpaid experience, such as work done through National Service programs and other organizations.
• Full-time employment is considered to be at least 35 hours per week; part-time experience will be credited on a pro-rated basis.

Requirements

• The work requires some physical effort, such as standing, walking, bending, or sitting.
• There are no special physical demands; the work is mostly sedentary.
• Some walking, standing, and carrying of light items may be required.

Benefits

• Telework: Available
• Work Schedule: Full-time, Monday-Friday, 8am-6:30pm
• Compressed/Flexible: Not Available
• Virtual: Not applicable, this is a remote position.