The Clinical Contact Center Modernization delivers enhanced access to virtual care & services, maximizes first contact resolution for Veterans, supports positive health outcomes in the continuum of care, & provides an improved Veteran experience. The Clinical Contact Center provides Clinical Triage, Virtual Clinic Visits, Pharmacy & Scheduling, 24 hours a day, 7 days a week, including holidays. Clinical Resource Hub provides gap coverage for primary care, mental health & specialty care services.

Duties

Duties include but are not limited to: Manages long-term and short term projects for CCC/CRH: initiating, planning and implementing initiatives, participates in National Think Tanks, promotes Change Management and Process Improvement initiatives. Develops position papers and decision documents representing the position of the organization on a variety of complex and sensitive issues such as the quality or timeliness of veteran care issues within the system or at times, issues of Congressional or media interest that have significant national impact e.g. quality and safety concerns or involve several functional areas. Prepares high-level presentations for the CCC/CRH Director, VISN/Consortium leadership related to CCC/CRH programs. Coordinates and composes annual strategic plans and identified goals of the service. Serves as the primary liaison with the Public Affairs Office. Leads Veterans Experience initiatives, monitors and analysis trends, develops and implements plans for improvement and makes recommendations. Final approver for all CCC/CRH congressional, White House and external correspondence related to patient issues. Coordinates strategic planning activities preparing strategic plans in conjunction with VHA policies and regulations, Access and call center metrics and VHA goals and initiatives. Personnel Management: writing position descriptions for classification in Consolidated Classification Unit (CCU), composing standard operating procedures (SOP), Preparing Resource Management Board (RMB) requests, complete Decision Support System (DSS) labor mapping reviews, coordinating recruitment activities, coordinating disciplinary/adverse actions, preparing budget briefings, etc. Approving Official and Alternate Approving Official Statement: In the performance of official duties, the incumbent will review and certify that each of the cardholder's purchases is a legitimate expenditure and charged to the appropriate fund control point within 14 calendar days. In accordance with VHA Handbook 1730.01, Use and Management of the Government Purchase Card Program, the incumbent will attend training, recommend appointment of cardholders, ensure appropriate federal acquisition regulations are followed and adequate documentation is maintained, monitor the activities of the cardholders, and approve reconciled orders. Other duties as assigned Work Schedule: Monday through Friday -- 8:00 a.m. CST - 4:30 p.m. CST 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#: Staff Assistant - Clinical Contact Center/Clinical Resource Hub/PD99743S and PD99405S 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, 10/16/2023. 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-09 position you must have served 52 weeks at the GS-07. 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. You may qualify based on your experience and/or education as described below: Specialized Experience GS 9: You must have one year of specialized experience equivalent to at least the next lower grade GS-07 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: prepares high-level presentations, manages and coordinates of all online communication tools such as assigned intranet websites, internal SharePoint website collection, and other related informational tools in consultation with communication specialists, Coordinates with the appropriate individuals or offices to develop proposals and supporting materials for presentation at conferences, meetings, hearings and other external activities and meetings, coordinated administrative support activities: approving meeting Minutes and Agendas, and timecard approver/certifier and other duties as they arise. OR Education: Applicants may substitute education for the experience required for the GS-09 level. Must have successfully completed 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. NOTE: Transcripts (unofficial or official) must be submitted with your application materials. Education cannot be credited without documentation OR Combination: Applicants may also combine education and experience to qualify at this level. You must have an appropriate combination of specialized experience and graduate-level education. NOTE: Transcripts (unofficial or official) must be submitted with your application materials. Education cannot be credited without documentation. Specialized Experience GS 11: You must have one year of specialized experience equivalent to at least the next lower grade GS-09 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Coordinating and composing annual strategic plans, managing projects and initiatives, presentations, correspondents, audits and reviews, fiscal organization efficiencies, online communication tools, coordinating events, writing PD's and SOP's, RMB request and labor mapping reviews, minutes and agendas, cardholder's approving official. OR Education: Applicants may substitute education for the experience required for the GS-11 level. Must have successfully completed a Ph.D. or equivalent doctoral degree OR 3 full years of progressively higher level graduate education leading to a degree OR LL.M (if related), obtained in an accredited college or university OR Combination: Applicants may also combine education and experience to qualify at the GS-11 level. Only graduate education in excess of 2 years (the amount required for the GS-9 level).A transcript must be submitted with your application if you are basing all or part of your qualifications on education. You will be rated on the following Competencies for this position: Attention to DetailCommunicationManages and Organizes Information 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 15 Human Resources One Petticoat Lane, 1010 Walnut Street, Second Floor Kansas City, MO 64106-2149 US
• Name: Dawn Reidy
• Phone: 816-701-3226
• Email: [email protected]