This position is located in the Clinical Contact Center (CCC) of the VISN 6 VA Mid-Atlantic Healthcare Network office in Durham, NC. The Program Analysis Officer is responsible for oversight of the VISN Scheduling and Administration Service. The Clinical Contact Center Modernization (CCCM) delivers enhanced access to virtual care and services, maximizes first contact resolution for Veterans, supports positive health outcomes in the continuum of care, and provides an improved Veteran experience.

Duties

Major duties and responsibilities include but are not limited to: Manages the scheduling and administration operations of the contact center by promoting quality, performance improvement, efficiency and effectiveness Develops and implements long and short-range goals, which includes identifying needs and potential issues in operation of the service Leads and participates in the strategic planning and national initiatives to assure an awareness of administration issues and implications Participates and supports the CCC Director in planning, implementing and evaluating all programs relative to administrative support services, including systematic review, monitoring of performance improvement, space utilization, equipment management and systems analysis Maintains ongoing updated status of financial data and makes appropriate and authorized adjustments to meet changing needs Develops plans for the measurement and efficiency of quality and productivity of the service Assures employees receive appropriate training to perform their associated tasks Develops plans for the measurement and efficiency of quality and productivity of the CCC Makes hiring decisions, provides competency assessments and completes performance evaluations Reviews, approves, disapproves, and certifies payroll and leave requests Resolves complaints or grievances from staff members, Veterans, caregivers and congressional inquiries Reviews and evaluates the results of audits/inspections and responses to action items; and, Performs other related duties as assigned. Work Schedule: 8:00AM - 4:30PM - Monday-Friday Telework: Available Virtual: Eligible for highly qualified applicants. Position Description/PD#: Program Analysis Officer (Scheduling and Admin Chief)/PD99744S 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, 08/03/2023. 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-11 position you must have served 52 weeks at the GS-09. 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 and/or education as described below: Specialized Experience: At least one (1) full year of specialized experience equivalent to at least the next lower grade level (GS-9) in the Federal Service that has given you the particular knowledge, skills and abilities required to successfully perform the duties of this position. Specialized experience includes: lead or supervisory experience such as directing the work of subordinates, managing performance, handling employee complaints, reviewing training needs, etc.; experience assisting with a variety of management services essential to the operation of a program or office/organization; has a working knowledge of budget/fiscal management and human resources/personnel management; ensuring compliance with established policies, practices and procedures; and communicating and collaborating with individuals with varied backgrounds and different situations. NOTE: Experience must be fully documented on your resume and must include job title, duties, month and year start/end dates AND hours worked per week. OR Education: Successful completion of a Ph.D. or equivalent doctoral degree or 3 full years of progressively higher-level graduate education leading to such a degree, from an accredited college or university. Such education must demonstrate the knowledge, skills and abilities necessary to do the work of this position. NOTE: Transcripts (unofficial or official) must be submitted with your application materials. Education cannot be credited without documentation. OR Combination: Equivalent combination of successfully completed graduate level education (beyond the second year) and specialized experience, as described above, which may be used to meet total experience requirements for this grade level. The education portion must include graduate courses that demonstrate the knowledge, skills and abilities necessary to do the work of position and 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 may qualify based on your experience and/or education as described below: You will be rated on the following Competencies for this position: Administration and ManagementFinancial ManagementManaging Human ResourcesQuality 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: Regular and recurring work is mostly sedentary involving sitting at a desk, although the position requires the ability to move from one geographic location of the facility to another. The incumbent works with a computer screen and keyboard. The employee will spend some time walking, standing, bending, climbing stairs, and carrying some light items. Stamina and concentration to meet crucial deadlines is 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

A transcript must be submitted with your application if you are basing all or part of your qualifications on education.

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 VHA VISN 6 Human Resources 3518 WESTGATE DRIVE DURHAM, NC 27707 US
• Name: Samantha Schmidt
• Phone: (517)348-9209
• Email: [email protected]