Supervisory Legal Administrative Specialist (Coach)

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 responsible for any customer who wishes to speak to a "supervisor" or any request to elevate the issue. LASC should also provide detailed information for short-term and long-term circumstances that might influence their choice between various Veteran benefits. Specific duties include: Responsible for ensuring that their team's quality and timeliness of service meets performance indicator goals. Performs monitoring on their employees and or others assigned by the FCCM as part of the VBA mandated local telephone quality reviews through monitoring program. Takes ownership of callbacks. Research issue(s) to include direct contact with Fiduciary Hub of jurisdiction if warranted, or in course of research with 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 in a manner which addresses individual learning needs and effectively offers feedback to identify and correct deficient areas. Provides training consistent with training needs. Works with lower-graded employees to ensure that tasks are completed with the deadline established by the FCCM. Provide 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 for the division. Assures that subordinates are trained and fully comply with the provisions of all safety regulations. Hears and resolves complaints from employees engaging in ADR/mediation as needed. Responsible for keeping the FCCM informed of changes to programs and how those changes affect other programs administered by VA. The incumbent maintains liaison with officials of other government and non-government agencies such as Veterans Service Organization officials, to facilitate cooperative efforts/exchanges in programs benefiting Veterans. The incumbent ensures that training is given a high priority to assure that employees have the competencies required to provide the best service to their customers. This includes training to keep abreast of changes in technology, changes to VA rules and regulations and training in support of team development. The incumbent is responsible for ensuring that their team's quality and timeliness of service meets performance indicator goals. Performs monitoring on their employees and or others assigned by the FCCM as part of the VBA mandated local telephone quality reviews through monitoring program. Performs the administrative and personnel management functions relative to staff supervised. Establish guidelines and performance expectations for staff, which are clearly communicated through the formal employee performance management system. Observes workers' performance; demonstrates and conducts work performance critiques. Develops work improvement plans for the team, recommending personnel actions as necessary. Promotion Potential: None. This is the full performance level of this position. Work Schedule: Full-time, Monday-Friday, 8am-6:30pm Compressed/Flexible: Not Available Telework: Available Virtual: Not applicable, this is a remote position. Position Description/PD#: Supervisory Legal Administrative Specialist (Coach); PD41280A