This position is in the Contact Management, National Call Center for Homeless Veterans (NCCHV) Division of the Health Resource Center (HRC) in VHA Member Services. The primary purpose of this position is to provide integrated operational support for the NCCHV Associate Director and staff within the NCCHV business line to improve HRC responsiveness to national VA initiatives such as the Promise to Address Comprehensive Toxics (PACT) Act, Transitioning Service Member (TSM), etc.

Duties

The incumbent serves as the Supervisory Program Analyst (Quality Assurance Program Manager) within VHA Member Services, Health Resource Center, Director's Office. In the is role, you will independently plan and administer programs and activities for the Quality Assurance staff and set overall requirements related to policies, objectives, time frames, and procedures. You will apply senior management skills to projects having far-reaching and long-term implications for the VA.Major duties include but are not limited to: Implement, manage and coordinate quality planning for support services to business lines, contact centers, other VA organizations, Veteran Service Organizations and Veterans, their family members, beneficiaries and caregivers. Plan, develop, implement recommend and monitor for quality assurance and quality management programs. Review and evaluate technical data to identify characteristics that may affect out come. Coordinate with compliance and internal control staff regarding deficiencies to formulate and recommend corrective actions. Determine valid workload changes, expanded requirements, procedural or operational changes. Recommend modifications to current operating procedures. Identify changes in workload trends and procedures. Perform data collection to determine magnitude and direction of changes. Ensure the quality management program is property administered and deliverables meet quality assurance standards. Establish and communicate guidelines and performance expectations for staff. Recommend personnel actions to include disciplinary and performance-based actions, awards, and promotions. Review and approval staff leave requests. Ensure staff are properly trained to perform assigned duties. Work Schedule: Monday - Friday, 8:00am to 4:30pm 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 is authorized for telework with 50 miles radius of a Member Services Health Resource Center location (please see locations). Position Description/PD#: Health System Specialist/PD297740 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, 10/27/2023. 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-12 position you must have served 52 weeks at the GS-11. 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 as described below: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-11 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: 1. Utilizing quantitative analysis techniques to support management for strategic, operational, and tactical decision-making. 2. Negotiating effectively with management to accept and implement recommendations where the proposals may require extensive changes in established procedures. 3. Providing authoritative information, policy guidance, and advisory assistance in the development of strategies for applying quantitative decision-making and quality management principles to core business areas. 4. Manages accountability relating to budget, manpower, equipment, contractual services, physical facility needs and FTE control. 5. Performing human resource management and/or supervisory functions, such as employee performance reviews, employee counseling, leave approvals, training, mentoring, and resolving complaints and grievances. You will be rated on the following Competencies for this position: CommunicationManages Human ResourcesProject ManagementQuality 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. 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: VHA National Recruitment Center
• Phone: (844)456-5208
• Email: [email protected]