Department of Veterans Affairs
Veterans Health Administration
Member Services, Health Resource Center
Position Summary
The Veterans Health Administration seeks Contact Representatives to join the Contact Management Division within the Help Desk Section of the Health Resource Center. This role supports Member Services by delivering accurate eligibility guidance, benefits counseling, and technical assistance to Veterans and other users of VA digital platforms.
The incumbent serves as a primary point of contact for individuals navigating MyHealtheVet, eBenefits, AccessVA, the Beneficiary Travel Self Service System, and related web and mobile tools. Through research, regulatory interpretation, and structured problem resolution, the Contact Representative ensures that users receive timely and reliable support.
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Role Overview
Appointment Details
- Pay Scale and Grade: GS 5–6
- Salary Range: $34,799 to $50,428 per year (base rate; locality adjustment applied upon selection)
- Employment Type: Permanent
- Work Schedule: Full-time, 40 hours per week
- Tour of Duty: Eight-hour shifts scheduled Monday through Friday between 6:45 a.m. and 7:15 p.m., based on operational needs after training
- Promotion Potential: Up to GS 6
- Telework: Eligible for ad hoc telework in accordance with agency policy
- Virtual Work: May be authorized for eligible current VA employees
- Travel: Not required
- Relocation Assistance: Not authorized
- Security Level: Non-sensitive, low risk
Duty Locations
Multiple vacancies are available in:
- Smyrna, Georgia
- Topeka, Kansas
- Waco, Texas
- Additional location negotiable after selection
This announcement remains open through March 1, 2027. Applications are reviewed on an ongoing basis as vacancies arise.
Key Responsibilities
Eligibility and Benefits Guidance
The Contact Representative conducts thorough research to interpret policies, determine eligibility for health services, and provide accurate information regarding VA programs. The role requires a clear explanation of benefits, requirements, and available resources.
Digital Platform Support
The incumbent assists users with navigation of VA websites and mobile tools. This includes troubleshooting password access issues, resolving usability concerns, and guiding Veterans, caregivers, and VA staff on system functionality. Support extends to emerging mobile applications and tablet platforms.
Issue Resolution and Case Documentation
The position involves triaging reported concerns, identifying appropriate corrective actions, and documenting interactions in accordance with established procedures. Careful record keeping and compliance with regulatory standards remain essential components of daily operations.
Communication and Service Excellence
Through professional telephone and written communication, the Contact Representative delivers consistent customer service while ensuring adherence to agency policies and technical standards.
Ideal Candidate Profile
The ideal candidate demonstrates strong analytical reasoning, attention to regulatory detail, and the ability to translate technical information into clear guidance. Core competencies include:
- Customer service
- Problem solving
- Oral communication
- Technical compliance
Candidates should exhibit professionalism, sound judgment, and a commitment to public service.
Qualification Requirements
Applicants must meet all eligibility and qualification standards by March 1, 2027.
Time in Grade
Current federal employees must satisfy time in grade requirements:
- GS 6 applicants must have completed 52 weeks at GS 5.
- GS 5 applicants must have completed 52 weeks at GS 4.
Applicants must submit the appropriate SF-50 documentation to verify eligibility. These requirements also apply to reinstatement candidates and those applying under the Veterans Employment Opportunities Act.
Specialized Experience
GS 6 Level:
One year of specialized experience equivalent to GS-5 is required. Qualifying experience includes researching regulatory guidance, determining health service eligibility, performing clerical functions in a healthcare setting, managing calls, documenting case notes, and using office automation software such as Word, Excel, and OneNote.
GS 5 Level:
One year of specialized experience equivalent to GS 4 is required. Experience must reflect clerical duties within a healthcare environment, call handling, documentation of case activity, and use of office automation tools.
Education Substitution
For GS 5, applicants may substitute four years of education beyond high school from an accredited institution. A combination of post-secondary education and specialized experience may also qualify. Transcripts must be submitted to support eligibility.
There is no education substitution for GS 6.
Volunteer and unpaid experience may qualify if properly documented. One full year of experience equals 35 to 40 hours per week.
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Conditions of Employment
Applicants must:
- Be United States citizens
- Complete a background investigation
- Meet Selective Service requirements, if applicable
- Complete the required onboarding process
- Demonstrate proficiency in written and spoken English
Participation in the Seasonal Influenza Prevention Program applies to Veterans Health Administration personnel. Selected applicants may be subject to additional screening requirements under federal regulations.
Work policies remain in effect. Current VA employees must continue to comply with established reporting requirements unless an approved exemption is in place.
Hiring and Assessment Process
In accordance with federal hiring reform requirements, applicants must complete an Accomplishment Record Assessment designed to measure job-related knowledge and competencies. Technical or alternative assessments form part of the competitive selection process.
Resumes must clearly and specifically describe relevant duties, hours worked per week, and supporting documentation where applicable. Incomplete or vague submissions may affect consideration.
The Department of Veterans Affairs may conduct reference checks to verify qualifications and assess suitability.
Additional Employment Considerations
The agency may credit prior non-federal or military service toward annual leave accrual when approved before appointment. Selection priority programs, such as ICTAP and CTAP, apply to eligible displaced employees.
The Department complies with the Fair Chance to Compete for Jobs Act and does not request criminal history information prior to a conditional offer, except where legally exempt.
Veterans, military spouses, individuals with disabilities, and candidates eligible under special hiring authorities are encouraged to apply.
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Application Process
Interested candidates must submit a complete application package through the official federal careers portal before March 1, 2027. Required documentation may include a resume, SF 50 forms, transcripts if applicable, and any supporting materials specified in the announcement.
Applicants should review all instructions carefully and ensure that documentation clearly demonstrates qualification requirements. Failure to provide complete information may affect eligibility.
Equal Opportunity Commitment
The Veterans Health Administration seeks professionals dedicated to strengthening public service, improving operational efficiency, and upholding the Constitution and rule of law. The agency maintains equal employment opportunity principles and encourages qualified individuals from diverse backgrounds to apply.