The position reports directly to the Chief, Office of Whole Health and Veterans Experience (OWHVE) and is a part of the Veterans Experience Team (VET).

Duties

This announcement will remain open until Monday, September 25, 2023. All applications received up to 11:59p.m. EST on the date in which 50 applications is reached will receive first consideration. Additional applications will be reviewed in one day increments as requested by management. Major Duties include but are not limited to: Conducts purposeful rounding in assigned areas including community-based outpatient clinics. Dialogues with staff/Veterans and guests on their experience receiving services at BVAHCS and obtain insight through responses. Plays critical role in leading the effort to meet or exceed performance expectation. Prepares memoranda, reports, copies and other documents as required. Maintains professional etiquette at all times. Plans, coordinates and executes Listening Sessions (focus groups) and Secret Shopper assessments throughout the organization to capture qualitative data on the VE to drive improvement action. Follows up on actions/outcomes, collaborates with the supervisor in preparing reports, preparing/maintaining files, correspondence, records and other VE data. Provides coordination of activities and initiatives within the VE Program with guidance from higher-level specialists. Provides ongoing support, analysis, and reporting of system and process issues related to Veteran Experience. Identifies actions that are major game changers based on performance metrics and develop actions for improvement. Collaborates with the supervisor to receive guidance and develop strategies to work with facility leadership (Chiefs, Assistant Chiefs, and Administrative Officers) to charter teams to research, develop, plan, and execute data-driven actions to improve the VE. Promotion Potential: The selectee may be promoted to the full performance level (GS-9) without further competition when all regulatory, qualification, and performance requirements are met. Selection at a lower grade level does not guarantee promotion to the full performance level. VA offers a comprehensive total rewards package: Nonclinical Professions Total Rewards Work Schedule: Monday - Friday, 8:00 am - 4:30 pm Compressed/Flexible: Not Available Telework: Not Available Virtual: This is not a virtual position. Position Description/PD#: Program Specialist - Veterans Experience Partner/PD9362A and PD9363A Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved 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, 09/25/2023. 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-7 position you must have served 52 weeks at the GS-5. For a GS-9 position you must have served 52 weeks at the GS-7. 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. You may qualify based on your experience and/or education as described below: GS-7: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-5 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Assisting in performance and process improvement using lean methodologies and VA TAMMCS (Vision, Analysis, Team, Aim, Map, Measure, Control, and Spread); Assisting customers, providing information or assistance in attempt to resolve their problems, or satisfy their expectations; Gathering, organizing, and maintaining information; assisting in organizing and conducting performance improvement efforts directed at improving quality, effectiveness, and efficiency using management engineering tools and principles. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have (1) full year of graduate level education OR Superior Academic Achievement (SAA) based on one of the following: Class standing - Rank in the upper third of the graduating class in the college, university, or major subdivision. Grade-Point Average (G.P.A.) - Applicants must have either: A grade-point average of "B" (a GPA of 2.95 or higher out of a possible 4.0) for all completed undergraduate courses, or those completed in the last two years of undergraduate study. (TRANSCRIPT MUST BE SUBMITTED) A grade point average of "B+" (a GPA of 3.45 or higher out of a possible 4.0) for all courses in your major field of study, or those courses in your major completed in the last two years of undergraduate study. (TRANSCRIPT MUST BE SUBMITTED) National Scholastic Honor Society - Membership in a national honor society recognized by the Association of College Honor Societies. OR Combination: Applicants may also combine education and experience to qualify at this level. You must have a combination of specialized experience and education of a Bachelor's Degree. GS-9: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-7 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Using lean methodologies and VA TAMMCS (Vision, Analysis, Team, Aim, Map, Measure, Control, and Spread) for performance and process improvement efforts; Working with customers, assessing their needs, providing information or assistance, resolving their problems, or satisfying their expectations; Identifying a need, gathering, organizing, and maintaining information, determining its importance and accuracy, and communicating it by a variety of methods; Analyzing a program, organizational, and mission performance; Utilizing appropriate methods, techniques, and tools in delivering key performance information (for example, comparative, trend, diagnostic, root cause, predictive) used to inform decisions, actions, communications, and accountability systems. OR Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have a master's or equivalent graduate degree or 2 full years of progressively higher level graduate education leading to such a degree or LL.B. or J.D., if related. OR Combination: Applicants may also combine education and experience to qualify at this level. You must have a combination of specialized experience and education beyond a bachelor's degree. You will be rated on the following Competencies for this position: Customer Service Manages and Organizes Information Organizational Performance Analysis Organizational Performance Improvement 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: The work is sedentary. Typically the employee sits comfortably to do most of their work, as well as, walk around for the purpose of observation. However, there may be some standing, bending, carrying of items (papers, books, materials) and driving an automobile. No special physical demands are required to perform the work besides a valid drivers license. Work Environment: The work environment involves everyday risks or discomfort which requires normal safety. precautions typical of such places offices, meeting and training room, or, patient rooms. The area is adequately lighted, temperature-controlled and ventilated. 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 Birmingham VA Medical Center 700 South 19th Street Birmingham, AL 35233 US
• Name: VHA National Recruitment Center
• Phone: (844)456-5208
• Email: [email protected]