This position is in the Department of Veterans Affairs, Veterans Benefits Administration’s (VBA) Office of the Deputy Under Secretary for Field Operations (DUSFO). The Assistant Deputy Under Secretary for Field Operations (ADUSFO), National Contact Centers (NCC) is fully responsible for leadership of the Office of National Contact Centers. The incumbent ensures collaboration with all VBA business lines, Veteran’s Health Administration (VHA), and National Cemetery Administration (NCA).
Responsibilities
The position is located in the Veterans Benefits Administration’s (VBA) Office of Field Operations (OFO) and reports to the Deputy Under Secretary for Field Operations (DUSFO). ADUSFO/NCC actively collaborates with executive level leadership to ensure the work of the organization is strategically linked to the direction of the business of the Department and that VA is regarded in the Federal community both as a leader in promoting positive customer experience for Veterans and family members who seek information or assistance from VA through telephone calls, chat, email, or other means of inquiry developed by the ADUSFO/NCC. The responsibilities include, but are not limited to:
- Advises and makes recommendations to the DUSFO regarding needed changes in operational policy and procedures.
- Assures that field operations are conducted in the most economical and effective manner, conforming to all applicable laws, regulations, standards and procedures.
- Assist the DUSFO in preparation for briefings, speeches, congressional testimonies, and high-level presentations regarding Veterans benefits programs and services
- Responsible for daily oversight of National Contact Centers, human and fiscal resource management, internal and external stakeholder engagement, and VBA policies and procedures.
- Responsible for oversight and evaluation of all VBA field operations, delivery of benefits and services to include workload, performance, policy, procedural, and field office issues.
- Responsible for ensuring the appropriate business procedures; quality, and training are developed and implemented for regional office contact center and direct service operations.
