This position is a Social Service Assistant for the VA Caregiver Support Line (CSL). VA's Caregiver Support Line is a toll-free number for caregivers, family members, friends, Veterans, and community partners to contact for information related to caring for a Veteran at home and in the community, including the available supports and services. The CSL is a national call center located at the VA Medical Center in Canandaigua, NY. English Language Proficiency: In accordance with 38 U.S.C. 7402(d), No person shall serve in direct patient care positions unless they are proficient in basic written and spoken English. Must be proficient in basic written and spoken English. -AND- To qualify for this position, you must meet one of the following: Specialized Experience: You must have at least one (1) full year of specialized experience equivalent to at least the next lower grade level (GS-4) in the Federal Service that has given you the particular knowledge, skills and abilities required to successfully perform the duties of a Social Services Assistant, and that is typically in or related to the work of the position to be filled. Qualifying specialized experience includes serving as a group leader in community or residential recreation or training programs; serving as a counselor in a youth summer camp; serving as an instructor in a training program for the development of job skills; performing work that demonstrated the ability to be responsible for and to lead and train members of a job crew; serving as a group activities leader in the Armed Services; serving as a unit leader-monitor-proctor for a dormitory group in a boarding school or other residential facility; serving as an aid or assistant to professional or specialist staff in such fields as personnel (private or government), employment guidance in a vocational or academic institution, social service, or manpower development; serving as an aid or assistant to professional or associate staff engaged in work of a social services nature in private, public welfare, government program, or community organizations, or in voluntary activities; serving as an aid or assistant to professional or specialist staff working with individuals who are addicted to or abuse alcohol and/or drugs. -OR- Education: Successfully completed a full 4-year course of study leading to a bachelor's degree that (a) included at least 24 semester hours in any combination of subjects directly related to the work of the Social Services Assistant position; (b) included a major in social behavior, human behavior, or health care or, (c) was supplemented by experience in activities that afforded the opportunity to acquire and demonstrate the skills required by the position. This education must have been obtained in an accredited college or university. NOTE: Transcripts (unofficial or official) must be submitted with your application materials. Education cannot be credited without documentation. -OR- Combination: Equivalent combinations of successfully completed post-high school education and experience may be used to meet total experience requirements for this grade level. Only education in excess of the first 60 semester hours (i.e., beyond the second year) is creditable toward meeting the specialized experience requirement. This education must have been obtained in an accredited college or university. NOTE: Transcripts (unofficial or official) must be submitted with your application materials. Education cannot be credited without documentation. You will be rated on the following Competencies as part of the assessment questionnaire for this position: Customer Service (Clerical/Technical)FlexibilityInterpersonal SkillsProblem Solving IMPORTANT: A full year of work is considered to be 35-40 hours of work per week. All experience listed on your resume must include the month and year start/end dates. 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. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; 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. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/. ["***THIS IS NOT A VIRTUAL POSITION, YOU MUST LIVE WITHIN OR BE WILLING TO RELOCATE WITHIN A COMMUTABLE DISTANCE OF THE DUTY LOCATION*** THIS POSITION IS TELEWORK ELIGIBLE. As a Social Services Assistant you will provide information and resources to caregivers, Veterans, family members and community agencies. The major duties and responsibilities include but are not limited to: Ask clarifying and probing questions to capture the root cause of the customer's needs; Engages with the customer in a courteous, empathetic, tactful and respectful manner; Prepares call documentation to communicate the customer's needs to ensure appropriate care coordination and resolution; Organizes and prioritize multiple tasks appropriately and in a timely manner; Utilizes alternative methods or solutions to respond to wide variety of inquiries; Answers and responds to a variety of inquiries received through the VA Caregiver Support Line from caregivers, Veterans, family members and community agencies through multiple media channels including phone, text, chat and email; Provides education and information about eligibility and benefits received through VA's Caregiver Support Program; Communicates information about community based resources aimed at assisting caregivers with accessing needed services and benefits; Identifies high risk or complex situations and refers appropriately to a CSL social worker, Caregiver Support Coordinator, Veteran's Crisis Line, Homeless Veterans call center or others, as appropriate; Performs other related duties as assigned. Work Schedule: Schedule to be determined, but will be between 7:30 a.m. to 10:30 p.m., Monday through Friday\nRecruitment & Relocation Incentives: Not authorized\nTelework: 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.\nFinancial Disclosure Report: Not Required"]