Location : Des Moines, IA
This is a Non-Bargaining Unit position.
This Supervisory Veterans Service Representative (Coach) (GS - 0996- 13) is located in the Veterans Benefits Administration, Des Moines Regional Office, Des Moines, IA.
Major Duties: This position is, on a rotational basis, the supervisor of one of the claims processing teams located within the Veterans Service Center.
Ensures that benefits and services are provided in a timely, objective manner with respect to speed, accuracy, customer satisfaction, and employee development.
- Assures that national policy and procedural changes are expeditiously distributed, accurately communicated, and effectively implemented.
- Directs and documents actions taken to sustain sound quality assurance programs and workload management processes.
- Directs and documents actions taken to sustain sound internal control systems to effectively oversee work accomplishments and minimize risks in all program areas.
- Monitors and submits compelling mitigating reasons why any sub
element standard was not met. - Identifies actions that are being taken to achieve the standard set in sub-elements that are not met.
- Analyzes feedback to continuously improve delivery of services and products.
- Works to strengthen the relationship between the Regional Office and the veterans served.
- Communicates the Department's vision and holds self and subordinate employees accountable for accomplishments through shared goal setting.
- Directs work to improve timeliness of homeless claims pending.
- Directs work to reduce the pending inventory of rating claims.
- Directs work to improve a 12-month accurate rate for rating, authorization, and fiduciary measures.
- Directs work to improve appellate processing.
- Directs work to improve the timeliness of non-rating end products pending.
- Promotes and maintains effective labor-management relations, to include training, retaining, motivating, and advancing employees while providing a safe, healthy work environment.
- Exercises due diligence in planning, developing, coordinating, and implementing effective information security procedures.
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