The Board of Veterans' Appeals (Board) is part of the Department of Veterans Affairs (VA), located in Washington DC. The Board's mission is to conduct hearings and decide appeals properly before the Board in a timely manner. This position serves as the Strategic Communications and Customer Experience Officer for the Board. The employee advises management on the effectiveness and efficiency of the programs and functions associated with strategic communications and engagement.

Duties

Optimizes customer experience through the persuasive presentation of ideas and clear exchange of information. Develops written communication that conveys complex information in a clear and concise manner. Organizes and analyzes data to locate areas that require immediate improvement and identifies negative trends that indicate systemic problems. Performs, directs, and reviews complex data analysis that involves diverse data sets, multiple and varied metrics, and diverse, free-text comments. Derives conclusions that are openly supported by the data and reports these conclusions to Board Leadership in a clear an concise manner. Partners with VA's Veterans Experience Office to develop surveys that provide clear and constructive insights into key aspects of the appeals process. Manages project deliverables such as, project schedules, draft findings, detailed plans, and execution of the programmatic strategic recommendations. Conducts comprehensive review of Board activities, requirements, and challenges to prepare authoritative policy, strategy, strategic engagement documents, and bilateral and multilateral actions plans. Establishes local and national networks to promote programs and initiatives related to VA's Veterans Experience Programs. Collaborates with stakeholders to facilitate the exchange of information and perspectives between the Veterans, stakeholders, and the Board. Creates a common agenda that connects stakeholder groups on various levels. Work Schedule: 8:00am to 4:30pm Monday thru Friday Compressed/Flexible: May be authorized in accordance with office policy Telework: 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. Virtual: This is not a virtual position. Position Description/PD#: Program Specialist (Strategic Communications and Customer Experience Officer)/PD300620 Relocation/Recruitment Incentives: Not Authorized Financial Disclosure Report: Not required

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 08/04/2023. 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-14 position you must have served 52 weeks at the GS-13. 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. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade. Note: Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment. You may qualify based on your experience as described below: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-13 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Provided persuasive presentations of ideas and clear exchange of information. Organized and analyzed data to locate areas that require immediate improvement. Managed project deliverables such as, project schedules, draft findings, detail plans, and execution of the program strategic recommendations. Conducted comprehensive review of policy, strategy, and strategic engagement documents and bilateral and multilateral actions plans. Developed written communication that convey complex information in a clear and concise manner. CommunicationAnalysis Problem Solving Project Management Stakeholder Management 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; 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 work is primarily sedentary, although some slight physical effort may be required. Occasionally visits Headquarters, which may involve extensive walking and/or use of local transportation/shuttle vans is required. No special physical demands are required. 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/.

Education

There is no educational substitution at this grade level.

Note: 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: http://ope.ed.gov/accreditation/. 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. For further information, visit: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.

Contacts

• Address Board of Veterans' Appeals 425 I St NW Washington, DC 20001 US
• Name: VHA National Recruitment Center
• Phone: (844)456-5208
• Email: [email protected]