Making a Difference: Launch Your Career as a VA Contact Representative
The Department of Veterans Affairs (VA) is dedicated to fulfilling the promise of caring for those who served our nation. As a Contact Representative with the Veterans Health Administration (VHA), you are the human link between complex digital resources and the Veterans who rely on them. If you possess excellent communication skills, a knack for technology, and a heart for service, this role offers a meaningful career path with federal stability.
Job Responsibilities
In this role, you will:
- Provide eligibility and benefits counseling.
- Assist users with website and mobile navigation.
- Resolve technical issues such as password resets and application usability.
- Document case notes thoroughly to track issues.
- Interpret and apply rules and regulations regarding health services.
Requirements
Success in this role requires meeting specific federal standards, including:
- Experience: One year of specialized experience at the appropriate grade level.
- Time-in-Grade: Current federal employees must have 52 weeks of service at the previous grade.
- Documentation: Submission of an SF-50 and potentially academic transcripts.
- Formatting: A strict two-page limit on all resumes.
Qualifications Comparison Table
| Criteria | GS-05 Level | GS-06 Level |
|---|---|---|
| Specialized Exp | 1 year at GS-04 | 1 year at GS-05 |
| Education Substitute | 4 years above H.S. | None |
| Core Focus | Basic clerical/support | Complex research/interpretation |
Salary Overview
This position is classified under the General Schedule (GS) pay scale. Candidates can expect a starting annual salary ranging from $34,799 to $50,428, depending on the grade level and location-specific cost-of-living adjustments.
Benefits
Federal employees enjoy a comprehensive benefits package, including:
- Medical, dental, and vision insurance.
- Federal Employees Retirement System (FERS) participation.
- Generous annual and sick leave accrual.
- Ongoing professional development.
Application Tips
- Focus on the Limit: Ensure your resume is exactly two pages or less.
- Be Explicit: Clearly define your duties in past roles; do not expect the agency to infer experience.
- Stay Current: Submit the most recent SF-50s to prove your tenure.
- Apply Early: Since review happens in groups of 50, early submission can improve your chances.
Serving as a Contact Representative is more than just a job; it is a commitment to the mission of the Department of Veterans Affairs. If you meet the qualifications and are eager to assist our Veterans, start your application process today.
Why This Contact Representative Job Matters
Make a difference in the lives of our nation's heroes by joining the Veterans Health Administration as a Contact Representative, providing essential support and guidance to those who served.
Contact Representative Job Overview
The Department of Veterans Affairs is seeking dedicated individuals to join the Health Resource Center as Contact Representatives. This role is pivotal in helping Veterans, caregivers, and their families navigate complex benefit systems, healthcare portals, and mobile applications. You will serve as the first point of contact for inquiries, resolving technical issues, and ensuring that our Veterans receive the information and support they deserve. This is an open continuous announcement for positions located across numerous states.
Requirements for Contact Representative
- Must be a U.S. Citizen.
- One year of specialized experience at the next lower grade level (GS-04 for GS-05, GS-05 for GS-06).
- Current federal employees must meet time-in-grade requirements of 52 weeks at the previous grade level.
- Submission of relevant SF-50 forms to document federal service and time-in-grade.
- Completion of the Accomplishment Record Assessment.
- Mandatory annual seasonal influenza vaccination or an approved medical/religious exemption.
- Ability to work a 40-hour work week between 6:45 am and 7:15 pm.
- Resume must not exceed two pages in length.
Preferred Qualifications for Contact Representative
- Prior experience working in a medical or healthcare administrative environment.
- Strong proficiency in Microsoft Office suite, specifically Word, Excel, and OneNote.
- Demonstrated ability to resolve complex technical inquiries related to website navigation and mobile applications.
- Exceptional oral communication and customer service skills.
- Experience in case management and detailed documentation.
Federal Benefits & Perks
- ✓Competitive federal salary with step increases.
- ✓Health, dental, and vision insurance options.
- ✓Federal retirement benefits (FERS).
- ✓Accrual of annual and sick leave.
- ✓Potential for telework eligibility.
- ✓Career advancement and promotion opportunities.
- ✓Participation in life insurance and long-term care insurance programs.
💡 How to Apply Contact Representative Job & Insider Tips
Application Steps for Contact Representative Job
- Create or log in to your USAJOBS account.
- Review the job announcement and prepare a resume limited to two pages.
- Complete the online occupational questionnaire.
- Upload required documentation, including transcripts and SF-50s if applicable.
- Submit your application package before the closing date.
- Monitor your email for status updates and referral notifications.
💡 General Tips
- Use the USAJOBS resume builder to ensure your resume fits the two-page limit.
- Be specific with your experience—do not expect recruiters to make assumptions.
- Save your resume as a PDF to preserve formatting and page count.
- Verify that your SF-50 clearly demonstrates one full year of time-in-grade.
- Apply as early as possible, as the initial review group is limited to 50 applicants.
Frequently Asked Questions
What is the primary responsibility of a Contact Representative?
You will provide benefit and eligibility counseling, assist with website/mobile app navigation, and resolve technical issues for Veterans using VA digital tools.
Is this position eligible for telework?
Yes, telework may be authorized for this position; however, eligibility will be discussed during the interview process.
What happens if I submit a resume longer than two pages?
Per the Merit Hiring Plan, resumes exceeding two pages will result in ineligibility for consideration.
Is there an education requirement?
*A: No, education is not required if you meet the specialized experience criteria. It can, however, be used as a substitute for experience at the GS-05 level.*
Are there vaccination requirements?
*A: Yes, annual influenza vaccination is a condition of employment for VHA health care personnel.*
Job from Veterans Health Administration
The VHA Member Services division provides essential support to Veterans through the Health Resource Center. From helping users navigate the MyHealtheVet portal to troubleshooting mobile app issues, the team ensures that Veterans have seamless access to their healthcare benefits and records.