The incumbent serves as a Program Support Assistant (PSA) for these three VAPORHCS Veteran & Caregiver Lodging programs and reports to the respective Lodging Program Manager. The PSA works closely with the Fisher House Program Manager, Assistant Manager, and Cancer and Transplant Care Social Work Coordinator to complete daily operations of these three lodging programs.

Duties

The Program Support Assistant provides program coordination support in overseeing, monitoring, and coordinating the Cancer and Transplant Lodging Program, a 30-room, 60-bed lodging facility which operates seven-days-a-week, 24-hours per day. The Cancer and Transplant Lodging Program primarily serves Veterans and caregivers of Veterans who receive outpatient oncology care or who receive pre-, peri-, and/or post-operative transplant care. Veterans are often seriously ill; caregivers often experience distress. The environment of the Cancer and Transplant Lodging Program must be sensitive to these guests and their unique needs from extended lodging stays of weeks or months. Oncology lodgers typically reside on-site for days to weeks; transplant lodgers typically reside on-site for weeks to months. The incumbent participates in the development, establishment, and implementation of operational policies related to eligibility, admission, length of stay, behavior standards of guests, cleanliness, and maintenance of the facility. The incumbent participates in the execution of policies and procedures for scheduling available guestrooms, check-ins, checkouts, guest orientation, monitoring guest conduct and conducts joining guest management inspections of guests' rooms. Incumbent implements new procedures, regulations, and guidelines concerning operations; participates in activities that ensure the facility is in compliance with health, safety, privacy and sanitation rules and regulations. The incumbent is responsible for receiving, reviewing, tracking, and completing Cancer and Transplant Lodging Program consults. Incumbent reviews consults to ensure required information and documentation is recorded. Incumbent determines guest eligibility for lodging at the Cancer and Transplant Lodging Program per local and national criteria and completes the lodging request for eligible guests or denies the request and documents in the consult the reason the guests are ineligible for lodging. In completing consults for eligible guests, incumbent determines if the guest meets eligibility criteria and makes arrangements at the Cancer and Transplant Lodging Unit for lodging. Incumbent notifies guests of lodging arrangements by phone or mail, depending on the timeframe of the request and lodging date(s). If the guests do not meet eligibility criteria, incumbent will collaborate with other VAPORHCS lodging programs or provide the guest lodging resource information within the community. In the absence of the Lodging Program Manager, the Program Support Assistant may serve as the Acting Program Manager to include, but not limited to: enforcement of rules and regulations and address those who fail to follow established procedures; assists with managing all contacts relating to the lodging program. Incumbent will assume responsibility for operations management during weekend, evening, and night shifts. Prepares and drafts correspondence relating to the maintenance and operations, manuals, publications, articles, webpage and other social media updates, etc., for the Program Manager's consideration. The incumbent will assist the Program Manager in recording and disseminating information to guests and interested parties and organizations. The Program Support Assistant identifies barriers to providing exceptional customer service by using customer feedback in planning and providing products and services to enhance the overall customer service experience of all stakeholders. Ensures guest care and support is age appropriate to the cognitive, emotional, and chronological maturation needs of the young adult (18-44 years old), middle adult (45-64), and older adult (65 and older). Maintains communication with all appropriate services to evaluate the quality of support provided by staff and investigates and problem solves any issues identified which affect customer satisfaction. Demonstrates cultural diversity awareness and sensitivity. Possesses understanding and sensitivity of socio economic and cultural diversity and how those qualities affect guest's management of their loved one's care and their interactions with staff and fellow guests. Work Schedule: Sunday-Wednesday, 07:30am-6:00 pm, tour may change as coverage needs indicate. Position Description Title/PD#: Program Support Assistant/PD21498A and PD21499A Physical Requirements: The physical demand is standing and sitting at a personal computer with intermittent walking, lifting, stooping, sitting, assisting guests with luggage, light items and light to moderate lifting (under 50 lbs.). Promotion Potential: The selectee may be promoted to the full performance level 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.

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements within 30 days of the closing date of this announcement. GS-5 Requirements Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-4 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: ability to carry out defined objectives, priorities and deadlines while providing guidance on assignments which do not have clear precedents; ability and skills in evaluating tasks for appropriateness and effectiveness; experience with phone and face to face dealings with customer; experience in using Microsoft packages including Word and Excel spreadsheets; and ability to communicate well orally and in writing. NOTE: Experience must be fully documented on your resume and must include job title, GS level (if a federal position), duties, month & year starting and ending dates AND hours worked per week. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have completed 4 years above high school. This education must have been obtained in an accredited business, secretarial or technical school, junior college, college or university. One year of full-time academic study is defined as 30 semester hours, 45 quarter hours, or the equivalent in a college or university, or at least 20 hours of classroom instruction per week for approximately 36 weeks in a business, secretarial, or technical school. 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 the first 60 semester hours (i.e., beyond the second year) is creditable toward meeting the specialized experience requirement. One full academic year of study (30 semester hours) beyond the second year is equivalent to 6 months of specialized experience. GS-6 Requirements 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: knowledge in formulating local occupancy directives, instructions, and brochures; ability to conduct technical audits; ability to determine feasibility of repairs, or improvements within the framework of established cost targets; skills in scheduling and coordinating repair, maintenance, or renovation activities; ability to conduct informal guests satisfaction surveys through assembling facts, evaluating information and drafting of reports and responses; ability to develop and update informational bulletins, brochures and resident packets; knowledge of funds and purchase card procedures; and experience in using Electronic Medical Records (EMR) system. NOTE: Experience must be fully documented on your resume and must include job title, GS level (if a federal position), duties, month & year starting and ending dates AND hours worked per week. You will be rated on the following Competencies for this position: Computer SkillsCustomer ServiceDecision Making 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.

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.

***There is no educational substitution for the GS-06 level.

Contacts

• Address VA Portland Health Care System 3710 Southwest US Veterans Hospital Road Portland, OR 97239 US
• Name: John Buan
• Phone: 503-220-8262 X59964
• Email: [email protected]