This position is located in the Department of Veterans Affairs (VA), Veterans Health Administration (VHA), Mid-Atlantic Health Care Network (VISN 6), VA Health Care System (VAHCS), Fayetteville, NC in the Executive Office and is a key member of the Assistant Director's Management Staff for the HCS Fayetteville, NC and shares responsibility for station planning, programming, budgeting and general administration.

Duties

Major duties include but are not limited to: The incumbent reviews and advises the Director on specific problems or sensitive issues affecting the patient/family-centered care experience and service excellence; coordinates and oversees the development and implementation of improved Veteran experiences policies, plans, procedures and internal controls to remediate improvement areas and related deficiencies; establishes baseline standards for delivery of services and interaction between staff. Develop actions for improving customer satisfaction based on review of national survey results, community survey results, internal survey results and focus groups. Design and conduct actions and initiatives incorporating measurable results to be used to address complex customer service issues. Incumbent maintains accountability to the Assistant Director for all matters pertaining to the Veteran experience, patience care advocacy. Performs management and/or program support work such as planning, research, analysis, correspondence control, communication, training program administration, special projects, board/committee-related work and program liaison for the Customer Service Program within Fayetteville, NC VA Coastal HealthCare System. Develops and prepares statistical reports and graphic presentations and keeps medical center leadership updated on a recurring basis and oversees the Veteran Experience and Customer Service training programs at all sites of care. Provides technical and administrative supervision to the Engagement and Experience Customer Service Program. Establish performance standards and evaluates the performance of subordinate staff makes determinations on grievances, recommends training and approves leave of subordinate staff. Exercises a full range of managerial and supervisory personnel management responsibility and authority in directing Customer Service Program personnel. Incumbent oversees the proactive Veteran Experience Program to promote customer relations and a culture of excellence, serving as a liaison between the Veterans, staff and other supporting activities. Develops both long and short-range policies and plans for the organization by coordinating the customer service and medical administration needs of the medical center or network. Plays a central role in developing and coordinating internal review systems to assure that both internal and external customer service activities are in compliance with agency and accrediting and regulatory requirements. Performs other related duties as assigned. Work Schedule: 7:00 a.m. -3:30 p.m., Monday-Friday Telework: Ad-hoc at the Supervisor's discretion Virtual: This is not a virtual position. Position Description/PD#: Supervisory Program Specialist/PD083720 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): 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, 07/25/2023. 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-12 position you must have served 52 weeks at the GS-11. 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-11 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Experience collaborating with stakeholders and executive leadership across organizations. Serving as or assisting the technical advisor to develop, manage, and lead initiatives to improve customer service. Assisting with the review and evaluation of program progress, organizational goals, and status of ongoing programs. Supporting leadership decision-making by gathering data and performing research on customer feedback. Experience with the PATS-R system and VEO staff management. You will be rated on the following Competencies for this position: Customer ServiceData ManagementHuman Resources ManagementLeadershipOrganizational AwarenessSelf ManagementTechnical Competence 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: Although work is primarily sedentary, assignments will often involve periods of walking, standing, bending and stooping to execute logistics for the Veteran Experience Program or customer service events and presentations at various sites of care, and within community settings. 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.

Contacts

• Address Fayetteville NC VA Medical Center 2300 Ramsey Street Fayetteville, NC 28301 US
• Name: Anisha Trice
• Phone: (804)675-5000 X8942
• Email: [email protected]