This position is in the Veterans Benefits Administration (VBA), Office of Policy and Oversight, Outreach, Transition and Economic Development (OTED), Quality and Compliance Division. This position exists in the OTED National Call Quality Office. The primary function of this office is to conduct quality reviews on interactions and transactions with VA beneficiaries at VBA national call center locations and to provide guidance on how to sustain national quality expectations.

Duties

Specific duties include: Direct staff activities to include implementing routine quality reviews that assess VBA nationwide and field national contact center performance, conducting periodic special reviews in specific targeted areas, and executing long and short-range plans and projects. Oversee the development of technical data and adherence to established VA, VBA, and organizational policies and procedures concerning management principles and techniques to conduct analytical and evaluative reviews and studies. Issue employee performance plans that align with the organization's mission and goals; appraise employees against performance standards; provide constructive feedback to employees; and hold employees accountable for appropriate levels of performance and conduct. Recruit, retain, and develop a high quality, diverse workforce to accomplish organizational performance objectives while supporting workforce diversity, workplace inclusion, and equal employment policies and programs. Promote the protection of whistleblowers in accordance with 38 U.S.C. § 732 and support constructive resolution of conflict. Identify staff training needs and request and/or implement opportunities that enhance and expand skills, aptitudes, and organizational wellness outcomes that benefit career performance and successful program missions. Plan and request monetary resources related to travel, supplies, training, and any relevant spending necessities in collaboration with organizational budget principles, methods, and processes. Ensure appropriate methods are used for securing and developing data from surveys, discussions with operating and managing officials, legislative directives, policies, plans, reports, schedules, records, and similar sources. Determine which projects and programs to initiate, drop, or revise and the need and timing to change the emphasis in current programs. Conduct or direct studies, analyze findings, and make recommendations on VBA contact center quality review programs. Develop program strategies, policy, and procedures relevant to quality methods and practices and continuously evaluate their effectiveness as related to nationwide. Measure the progress related to strategies and projects in meeting established standards and goals and determine the soundness of objectives in established quality-related programs. Identify actual and potential problem areas, trends, program accomplishments, merit and deficiency situations, areas of imbalance, or other factors that affect national quality programs. Present conclusions and recommendations to the objectives of the national quality program that ensure efficiency, economy, and balance in the development and execution of the operating program and make necessary adjustments to resource utilization to correct deficiencies. Regularly brief the Assistant Director on program statuses and progress on nationwide and station level quality performance; brief and recommend efficiencies on Staff performance; and inform and consult on controversial matters. Work Schedule: Full time, Monday through Friday, 8 am - 4:30 pm Compressed/Flexible: Available. Telework: Available Virtual: This is not a virtual position Position Description/PD#: Supervisory Program Analyst (National Call Quality Chief); GS-0343-14, PD# 41509-0 Relocation/Recruitment Incentives: Not authorized Financial Disclosure Report: Not required

Requirements

• You must be a U.S. Citizen to apply for this job
• Selective Service Registration is required for males born after 12/31/1959
• You may be required to serve a probationary period
• Subject to background/security investigation
• Selected applicants will be required to complete an online onboarding process
• Selectees are required to service a one-year supervisory probationary period if not previously completed in a Federal position.

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement:10/31/2023. TIME-IN-GRADE REQUIREMENT: Applicants who are current Federal employees, former Federal employees applying for reinstatement, or a current federal employee applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment must meet time in grade requirements. 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. NOTE: This does not apply to Non-Federal Applicants, or applicants applying for consideration under Non-Competitive Authority (i.e.... "30% or more Disability", VRA, and/or Schedule A). To verify your eligibility, you must submit a copy of your most recent Notification of Personnel Action, Standard Form 50 (SF-50). You must provide a copy of your most recent SF-50 that indicates proof of status, and shows Time in Grade (for example, you were a career or career-conditional employee) and identifies your position title, series, grade, step, salary, tenure, and type of service (Competitive or Excepted). 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 also submit your most recent promotion or within-grade increase in addition to your recent SF-50. If you previously held a higher grade, you must also submit any SF-50 showing that grade. DO NOT submit Award SF-50's and/or General Adjustment SF-50's as they cannot be used to prove time-in-grade. For a GS-14 position you must have served 52 weeks at the GS-13 level. MINIMUM QUALIFICATION REQUIREMENT: You may qualify based on your experience as described below: GS-14 Grade Level: Specialized Experience: Applicants must have one (1) year of specialized equivalent to at least a GS-13 that has equipped them with the knowledge, skills, and abilities to successfully perform the duties of the position. Examples of specialized experience include, but are not limited to: Specialized experience includes the ability to assess and forecast program deficiencies/efficiencies on quality and compliance outcomes related to VBA national call center performance via quality reviews, special reports, quality trends, compliance findings, and a statistical analysis. Specialized experience also includes skill in leading projects and/or people and applying communication techniques sufficient to plan, organize, manage, and present programs, proposals, and/or initiatives convincingly. Education Substitution: There is no education substitution at this grade level. Volunteer Experience: 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. Full vs. Part-Time Employment: Full-time employment is considered to be at least 35 hours per week. Part-time experience will be credited on a pro-rated basis; when including part-time employment in your resume you must specify the average hours worked per week. Physical Requirements: Work is primarily sedentary, but involves use of a personal computer so a degree of manual dexterity and visual acuity sufficient to use these tools is required. Occasional standing, bending, walking, and stooping are also necessary. Some slight physical effort is required in that incumbent may be required to travel. No special physical demands are required. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at http://://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.

Education

This job does not have an education qualification requirement.

Contacts

• Address VBA Human Resources Center - Central Office 810 Vermont Ave NW Washington, DC 20420 US
• Name: Rose Ebacher-Rini
• Phone: 410-230-4400
• Email: [email protected]