The incumbent provides clerical, technical, and administrative support in the Caregivers Section of the Enrollment Eligibility Division (EED) of the Health Eligibility Center (HEC) of VHA Member Services (MS). HEC manages the nation-wide VA medical benefits program, including Veterans' health care eligibility-verification and enrollment programs. This position is the Lead Program Support Assistant in the Caregivers Section of the Enrollment Eligibility Division.

Duties

The primary purpose of the position is to serve as Lead Program Support Assistant by providing guidance and assistance to junior staff, i.e. Program Support Assistants (PSA) in the performance of their duties. The Lead Program Support Assistant performs work that is of thesame kind and level as the highest level of work accomplished by the section. The Lead Program Support Assistant responds to questions and resolves issues pertaining to Caregiver benefits, Caregiver Record Management Application (CARMA) system, eligibility and enrollment, provide counseling for questions related to Caregiver benefits, CARMA system, eligibility and health benefits and other related services to Veterans, Veterans' family members and/or representatives, the public and VA employees. The Lead Program Support Assistant will also complete quality reviews and coaching to junior staff that support the mission, vision and values of the HEC and our Customer's expectations and to provide statistics and recommendations to the business unit regarding staff performance and quality of services provided to our Veterans. These tasks will be completed by conducting quality reviews of the Caregiver customer calls including analyzing the quality of call handling, reviewing service request management, checking accuracy, consistency, effectiveness and timeliness. Work Schedule: 6:45am - 7:15pm 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#: Lead Program Support Assistant/PD07722A Financial Disclosure Report: Not required

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 11/06/2023. 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-06 position you must have served 52 weeks at the GS-05. 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. GS-06 grade level: One year of specialized experience (equivalent to the GS-05 grade level in the federal service); experience that equipped the applicant with the particular knowledge, skills and abilities (KSA's) and other characteristics to perform successfully the duties of the position, and that is typically in or related to the work of the position to be filled, in the normal line of progression for the occupation in the organization. Specialized experience includes: Working with the supervisor in the assignment of duties and functions to staff to meet both routine and unusual deadlines and priorities. Delivering on the job coaching to new employees, in accordance with established procedures and practices. Receiving and responding to inquiries from customers/veterans, their family members and/or legal representatives concerning healthcare benefits. Monitoring data entry of customer/veterans information into the online database by junior staff. Responding to inquiries by answering questions and resolving complex issues. There is no educational substitution for the GS-06 level. You will be rated on the following Competencies for this position: Computer SkillsCustomer ServiceEducation and TrainingLeadership 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. 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 VHA Member Services 3401 SW 21st St Bldg 9 Topeka, KS 66604 US
• Name: Justin Essary-Pawar
• Phone: 405-339-1218
• Email: [email protected]