Training Specialist
U.S. Department of Veteran Affairs
Summary
The Lead Training Specialist in the Education Call Center Division of the Muskogee Regional Processing Office (RPO). The Lead Training specialist serves as the training specialist for all ECC training to include all annual required station training, initial training for all new hires, and ongoing training for the ECC.
Learn more about this agencyOverview
- Accepting applications
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Open & closing dates
10/11/2024 to 10/17/2024
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Salary
$72,553 - $94,317 per year
Salary determined by locality. Please visit the OPM Website to view salaries for your locality.
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Pay scale & grade
GS 11
- Help
Location
3 vacancies in the following location:
- Anywhere in the U.S. (remote job)
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Remote job
Yes
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Telework eligible
Not applicable, this is a remote position.
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Travel Required
Occasional travel - You may be expected to travel for this position.
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Relocation expenses reimbursed
No
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Appointment type
Permanent
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Work schedule
Full-time
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Service
Competitive
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Promotion potential
None
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Job family (Series)
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Supervisory status
No
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Security clearance
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Drug test
No
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Position sensitivity and risk
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Trust determination process
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Financial disclosure
No
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Bargaining unit status
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Announcement number
351-25-MJ-12570013-NBU
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Control number
813879300
This job is open to
- Internal to an agency
Current federal employees of this agency.
- Career transition (CTAP, ICTAP, RPL)
Federal employees who meet the definition of a "surplus" or "displaced" employee.
- Individuals with disabilities
Clarification from the agency
This vacancy announcement is open ONLY to current, permanent Muskogee, OK VBA Regional Office employees and current/former VA employees who are CTAP eligible. For the purpose of this job announcement, Fiduciary Hub bargaining unit employees in the commuting area are considered facility employees.
Duties
Specific duties include:
- Serves as the training coordinator for employees in the Education Call Center. Responsible for planning, coordinating, developing, directing, and reviewing all training programs for the Education Call Center.
- Performs quality reviews for production employees to determine individual quality levels for individual performance standards
- Conducts specialized reviews to determine the accuracy of trainee call actions taken and error trends to evaluate performance.
- Prepares national ECC quality reports and provides feedback to appropriate officials.
- Provides training assessments to employees and managers detailing strengths and weaknesses and ways to improve performance.
- Serves as a technical advisor to Education Call Center Manager, reporting daily operational problems and develops solutions to achieve ECC goals and objectives.
- Ensures all program requirements imposed by Education Service, VA or other are met or implemented appropriately.
- Effectively communicates in person, via phone or electronically with employees, supervisors, claimants, and stakeholders with differing backgrounds and skills. Resolves issues independently.
- Provides management advisory services, including making planned, systematic studies of immediate and long- range training needs, conducting needs assessments throughout the Education Call Center, and advising on training effectiveness and training priorities.
- Consults with a variety of professional training associations to secure appropriate training programs and resources, to develop innovative training methods, course material, lesson plans, and new approaches to meet the training needs and objectives of the Education Call Center.
- Assists instructors (Coaches and SMEs) in the selection of material taught, reviews outlines and samples prior to the subject being taught, and makes recommendations for further development of instructors through various seminars and training opportunities.
- Utilizes a variety of teaching methods and technology in the delivery and facilitating of training programs (Videotapes, satellite training, computer-assisted programs, and computer-enhanced presentations) for employees.
- Provides specialized instruction to employees on difficult call inquiries during on-the-job training and may provide assistance with guidance on the use of phone equipment, customer service handbook, and intranet/internet resources.
Work Schedule: Full time, Monday through Friday 8:00am - 4:30pm
Compressed/Flexible: Not available
Telework: Not available
Virtual: This is not a virtual position.
Position Description/PD#: Training Specialist, PD41875-A
Relocation/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
- Selected applicants will be required to complete an online onboarding process
Qualifications
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.
- For a GS-11 position you must have served 52 weeks at the GS-09 level.
MINIMUM QUALIFICATION REQUIREMENT: You may qualify based on your experience and/or education as described below:
GS-11 Grade Level:
- Specialized Experience: You must have one (1) year of specialized experience equivalent to at least the next lower grade (GS-9) in the normal line of progression for the occupation in the organization. Specialized experience is defined as:
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- Experience in research, interpretation, and application of education benefits.
- Working independently with minimal supervisory intervention.
- Experience in providing internal training on GI Bill Education programs and procedures.
- Education Substitution: PhD or equivalent doctoral degree or 3 Years of progressively higher level graduate education leading to such a degree or LL.B. or J.D.
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 is primarily sedentary, although some physical effort may be required to perform the duties of the position. The incumbent may sit to do much of the work. Some standing, walking, bending and light lifting my be required.
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/.
Education
Education must be accredited by an accrediting institution recognized by the U.S. Department of Education to be credited towards qualifications. Provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.
All education claimed by applicants will be verified upon appointment. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript to receive credit.
Additional information
Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer (TJO). Please visit the Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP), va.gov/EMPLOYEE/docs/The-Fair-Chance-to-Compete-Act.pdf for more information.
COVID-19 Pandemic Expanded Telework Program
Due to COVID-19, VA is currently in an expanded telework posture. If selected, you may be expected to temporarily telework, even if your home is located outside the local commuting area. Once employees are permitted to return to the office, you will be expected to report to the duty station listed on this announcement. Management officials will provide information about returning to the official, pre-pandemic worksite, when applicable. At that time, you may be eligible to request to continue to telework depending upon the terms of your organization's telework policy and the duties of the 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 or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement.
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.
- Decision Making- Makes sound, well informed, and objective decisions; perceives the impact and implications of decisions; commits to action, even in uncertain situations, to accomplish organizational goals in the fielding of education calls.
- Education & Training- Knowledge of teaching, training, research, making presentations, lecturing, testing, and other instructional methods for the development of employees.
- Self-Management- Sets well-defined and realistic personal goals; displays a high level of initiative, effort, and commitment towards completing assignments in a timely manner; works with minimal supervision; is motivated to achieve; demonstrates responsible behavior.
- Technology Application- Uses machines, tools, or equipment effectively; uses computers and computer applications to analyze and communicate information in the appropriate format.
- Communication- Expresses information (for example clearly explaining laws, regulations, data, trends, policies, procedures and concepts.) to individuals or groups effectively, taking into account the audience and nature of the information (for example, technical, sensitive, controversial); makes clear and convincing presentations; listens to others, attends to nonverbal cues, and responds appropriately.
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 and step (e.g. Within Grade Increase, Promotion, Appointment, etc.) in order to verify time-in-grade requirements.
- Transcript if you are using education to qualify.
- Most recent Performance Appraisal (VA Form 0750)
- Award SF-50s
- Documentation to be considered under non-competitive eligibility (if applicable) such as a member-4 DD-214, civil service preference letter, or Schedule A letter. [if offering applicants to bypass TIG]
- CTAP documentation - RIF notice, SF-50 showing VA employee, and performance appraisal
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 10/17/2024 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/12570013.
- 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.
- Click Submit My Answers to submit your application package.
Agency contact information
- VBADENHRCMus@va.gov
- Address
- Muskogee Regional Benefit Office
125 South Main St
Muskogee, OK 74401
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.