Supervisory Training Specialist
Summary The Supervisory Training Specialist position serves as a liaison between supervisors and employees and may plan and assign work and training as needed.
The incumbent also serves as the Training Specialist for all of the Regional Office training to include all annual required training, initial training, and ongoing training for the RO.
Responsibilities Duties:
The duties and responsibilities of the Supervisory Training Specialist GS-1712-11 include but are not limited to:
Serves as the training coordinator for all NCC training to include annual required training, initial training, and ongoing training for the NCC.
Responsible for planning, conducting, programming, coordinating, supervising, managing, directing and/or reviewing all activities for an assigned area of responsibility.
Advises the Manager on the daily operations of the section to include reporting daily operational problems and/or needs in order to achieve goals and objectives of the NCC.
Schedules training and prepare the training room to ensure the environment is appropriate for training to include ensuring all supplies, training manuals and equipment is available.
Maintains a RCC training library with complete reference manuals that are available at the scheduled time of training.
Assists all instructors (Coaches and SME's) in the selection of material taught and reviews all outlines and samples from each instructor prior to the subject being taught.
The incumbent develops all training materials not generated by Benefits Services.
Makes recommendations for further development through various seminars and training opportunities.
Tracks trends in error response rates of agents and prepares training to remedy agents areas of weakness.
Prepares for questions and examples related to the training being presented.
Provides management advisory services, including making planned, systematic studies of immediate and long- range training needs, advising on how to enhance employee potential through training, conducting needs assessments throughout the National Call Center and advising on training priorities.
Develops innovative training courses and programs and new approaches to meet the training needs of the National Call Center.
Develops training guidelines and objectives, instructional methods and course material.
Develops course material such as learning analyses, lesson plans, tests/evaluations, student guides, practical exercises and training manuals.
Assists the National Call Center management with local silent monitoring.
Reviews, tracks and analyzes local silent monitoring results, call recordings, and the Direct Services National Silent Monitor data and recordings to identify performance deficiencies for training.
The incumbent uses this data to develop and plan an effective training program.
Promotion Potential:
This position is at the full performance level.
Work Schedule:
Full Time 8:
00 a.
m.
to 4:
30 p.
m.
Telework:
Eligible Virtual:
This is not a virtual position Position Description/PD#:
Supervisory Training Specialist / 37006A Relocation/Recruitment Incentives:
Not Authorized Financial Disclosure Report:
Not required Requirements Conditions of Employment Qualifications Specialized
Experience:
To qualify for this position, applicants must meet all requirements by the closing date of this announcement.
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 by the closing date of this announcement.
For a GS-11 position you must have served 52 weeks at the GS-09.
The grade may have been in any occupation, but must have been held in the Federal service.
An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials.
Specialized
Experience:
You must have one year of specialized experience equivalent to at least the next lower grade GS-09 in the normal line of progression for the occupation in the organization.
Examples of specialized experience would typically include, but are not limited to:
Teaching or instructing in an adult education program, secondary school, college, military installation, or industrial establishment in the appropriate field(s).
Supervising or administering a training program.
Development or review of training/course materials, aids, devices, etc.
, and evaluation of training results.
Work in the occupation or subject-matter field of the position to be filled that required training or instructing others on a regular basis.
OR Education:
Applicants may substitute education for the experience required for the GS-11 level.
To qualify at the GS-11 level applicants must have a Ph.
D.
or equivalent doctoral degree or 3 full years of progressively higher level graduate education leading to such a degree.
OR Applicants may also combine education and experience to qualify at the GS-11 level.
To calculate, first identify the percentage of required education you have earned (when substituting, you cannot use the first 60 semester hours that you earned).
Then identify the percentage of required experience you possess.
Add the two percentages.
The total percentage must equal at least 100 percent to qualify at the GS-11.
For example, an applicant who has 9 semester hours of graduate level education (i.
e.
50% of graduate education required) and 6 months of creditable specialized experience (i.
e.
50% of the required experience) would equal 100% of the required experience for the position.
Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.
g.
, Peace Corps, AmeriCorps) and otherorganizations (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.
Note:
A full year of work is considered to be 35-40 hours of work per week.
Part-time experience will be credited on the basis of time actually spent in appropriate activities.
Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment.
Physical Requirements:
This position is primarily sedentary with some walking, standing, bending, and carrying of lightweight items (e.
g.
folders, claims files, etc.
) Education A transcript must be submitted with your application if you are basing all or part of your qualifications on education.
Only education or degrees recognized by the U.
S.
Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for federal employment.
You can verify your education here.
If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education.
Additional Information Promotion Potential:
The selectee may be promoted to the full performance level without further competition when all regulatory, qualification, and performance requirements are met.
Selection at a lower grade level does not guarantee promotion to the full performance level.
Time-in-grade:
Applicants who are/were 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.
To support your claim of time in grade, you must submit your most recent appointment, promotion, or within grade increase SF-50 (not an award or general adjustment SF-50).
Some applicants may have to submit more than one SF-50 to demonstrate their eligibility.
See the required documents section for more information.
Physical Requirements:
The work is sedentary.
Typically, the employee may sit comfortably to do the work.
However, there may be some walking; standing; bending; carrying of light items such as papers, books, small parts; driving an automobile, etc.
No special physical demands are required to perform the work.
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.
Management may use any one or any combination of these methods to fill the position.
Special Employment Consideration:
VA encourages persons with disabilities to apply, including those eligible for hiring under 5 CFR 213.
3102(u), Schedule A, appointment of persons with disabilities i.
e.
, intellectual disabilities, severe physical disabilities, or psychiatric disabilities , and/or disabled Veterans with a compensable service-connected disability of 30% or more.
Please contact the special placement coordinator or the human resources specialist listed on this vacancy for more information regarding applying for consideration under schedule A or as a 30% disabled Veteran.
The Interagency Career Transition Assistance Plan (ICTAP) and Career Transition Assistance Plan (CTAP) provide eligible displaced Federal competitive service employees with selection priority over other candidates for competitive service vacancies.
To be qualified you must submit appropriate documentation and be found well-qualified for this vacancy.
A well-qualified candidate is defined as meeting all of the minimum qualification standards and eligibility requirements as well as possessing skills that clearly exceed the minimum qualifications requirements for this position.
Information about ICTAP and CTAP eligibility can be found here.
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.
This job opportunity announcement may be used to fill additional vacancies.
If you are unable to apply online view the following link for information regarding an Alternate Application.
Recommended Skills Assessments Calculations Call Centers Claim Processing Consulting Finance Estimated Salary: $20 to $28 per hour based on qualifications.
The incumbent also serves as the Training Specialist for all of the Regional Office training to include all annual required training, initial training, and ongoing training for the RO.
Responsibilities Duties:
The duties and responsibilities of the Supervisory Training Specialist GS-1712-11 include but are not limited to:
Serves as the training coordinator for all NCC training to include annual required training, initial training, and ongoing training for the NCC.
Responsible for planning, conducting, programming, coordinating, supervising, managing, directing and/or reviewing all activities for an assigned area of responsibility.
Advises the Manager on the daily operations of the section to include reporting daily operational problems and/or needs in order to achieve goals and objectives of the NCC.
Schedules training and prepare the training room to ensure the environment is appropriate for training to include ensuring all supplies, training manuals and equipment is available.
Maintains a RCC training library with complete reference manuals that are available at the scheduled time of training.
Assists all instructors (Coaches and SME's) in the selection of material taught and reviews all outlines and samples from each instructor prior to the subject being taught.
The incumbent develops all training materials not generated by Benefits Services.
Makes recommendations for further development through various seminars and training opportunities.
Tracks trends in error response rates of agents and prepares training to remedy agents areas of weakness.
Prepares for questions and examples related to the training being presented.
Provides management advisory services, including making planned, systematic studies of immediate and long- range training needs, advising on how to enhance employee potential through training, conducting needs assessments throughout the National Call Center and advising on training priorities.
Develops innovative training courses and programs and new approaches to meet the training needs of the National Call Center.
Develops training guidelines and objectives, instructional methods and course material.
Develops course material such as learning analyses, lesson plans, tests/evaluations, student guides, practical exercises and training manuals.
Assists the National Call Center management with local silent monitoring.
Reviews, tracks and analyzes local silent monitoring results, call recordings, and the Direct Services National Silent Monitor data and recordings to identify performance deficiencies for training.
The incumbent uses this data to develop and plan an effective training program.
Promotion Potential:
This position is at the full performance level.
Work Schedule:
Full Time 8:
00 a.
m.
to 4:
30 p.
m.
Telework:
Eligible Virtual:
This is not a virtual position Position Description/PD#:
Supervisory Training Specialist / 37006A Relocation/Recruitment Incentives:
Not Authorized Financial Disclosure Report:
Not required Requirements Conditions of Employment Qualifications Specialized
Experience:
To qualify for this position, applicants must meet all requirements by the closing date of this announcement.
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 by the closing date of this announcement.
For a GS-11 position you must have served 52 weeks at the GS-09.
The grade may have been in any occupation, but must have been held in the Federal service.
An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials.
Specialized
Experience:
You must have one year of specialized experience equivalent to at least the next lower grade GS-09 in the normal line of progression for the occupation in the organization.
Examples of specialized experience would typically include, but are not limited to:
Teaching or instructing in an adult education program, secondary school, college, military installation, or industrial establishment in the appropriate field(s).
Supervising or administering a training program.
Development or review of training/course materials, aids, devices, etc.
, and evaluation of training results.
Work in the occupation or subject-matter field of the position to be filled that required training or instructing others on a regular basis.
OR Education:
Applicants may substitute education for the experience required for the GS-11 level.
To qualify at the GS-11 level applicants must have a Ph.
D.
or equivalent doctoral degree or 3 full years of progressively higher level graduate education leading to such a degree.
OR Applicants may also combine education and experience to qualify at the GS-11 level.
To calculate, first identify the percentage of required education you have earned (when substituting, you cannot use the first 60 semester hours that you earned).
Then identify the percentage of required experience you possess.
Add the two percentages.
The total percentage must equal at least 100 percent to qualify at the GS-11.
For example, an applicant who has 9 semester hours of graduate level education (i.
e.
50% of graduate education required) and 6 months of creditable specialized experience (i.
e.
50% of the required experience) would equal 100% of the required experience for the position.
Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.
g.
, Peace Corps, AmeriCorps) and otherorganizations (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.
Note:
A full year of work is considered to be 35-40 hours of work per week.
Part-time experience will be credited on the basis of time actually spent in appropriate activities.
Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment.
Physical Requirements:
This position is primarily sedentary with some walking, standing, bending, and carrying of lightweight items (e.
g.
folders, claims files, etc.
) Education A transcript must be submitted with your application if you are basing all or part of your qualifications on education.
Only education or degrees recognized by the U.
S.
Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for federal employment.
You can verify your education here.
If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education.
Additional Information Promotion Potential:
The selectee may be promoted to the full performance level without further competition when all regulatory, qualification, and performance requirements are met.
Selection at a lower grade level does not guarantee promotion to the full performance level.
Time-in-grade:
Applicants who are/were 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.
To support your claim of time in grade, you must submit your most recent appointment, promotion, or within grade increase SF-50 (not an award or general adjustment SF-50).
Some applicants may have to submit more than one SF-50 to demonstrate their eligibility.
See the required documents section for more information.
Physical Requirements:
The work is sedentary.
Typically, the employee may sit comfortably to do the work.
However, there may be some walking; standing; bending; carrying of light items such as papers, books, small parts; driving an automobile, etc.
No special physical demands are required to perform the work.
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.
Management may use any one or any combination of these methods to fill the position.
Special Employment Consideration:
VA encourages persons with disabilities to apply, including those eligible for hiring under 5 CFR 213.
3102(u), Schedule A, appointment of persons with disabilities i.
e.
, intellectual disabilities, severe physical disabilities, or psychiatric disabilities , and/or disabled Veterans with a compensable service-connected disability of 30% or more.
Please contact the special placement coordinator or the human resources specialist listed on this vacancy for more information regarding applying for consideration under schedule A or as a 30% disabled Veteran.
The Interagency Career Transition Assistance Plan (ICTAP) and Career Transition Assistance Plan (CTAP) provide eligible displaced Federal competitive service employees with selection priority over other candidates for competitive service vacancies.
To be qualified you must submit appropriate documentation and be found well-qualified for this vacancy.
A well-qualified candidate is defined as meeting all of the minimum qualification standards and eligibility requirements as well as possessing skills that clearly exceed the minimum qualifications requirements for this position.
Information about ICTAP and CTAP eligibility can be found here.
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.
This job opportunity announcement may be used to fill additional vacancies.
If you are unable to apply online view the following link for information regarding an Alternate Application.
Recommended Skills Assessments Calculations Call Centers Claim Processing Consulting Finance Estimated Salary: $20 to $28 per hour based on qualifications.
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