The Veteran Experience Specialist and Veteran and Family Centered Care Program Manager oversees the Veteran and Family Centered Care Program within the Veteran Experience Office at the VA Palo Alto Health Care System (VAPAHCS). This position provides expert oversight and leadership for the implementation, spread, and continued improvement of Veteran patient and family centered care practices throughout VAPAHCS.

Duties

The Veteran Experience Specialist and Veteran and Family Centered Care Program Manager serves as the main administrator for health care system activities related to building a fully embedded model of Veteran and Family Centered Care (VFCC), including but not limited to the institutional continuum of partnership activities focused on improving Veteran experience, quality of care, and patient safety. The incumbent is responsible for aligning VAPAHCS patient and family centered care goals and objectives with VISN 21 and National Office of Patient Centered Care (OPCC) and Cultural Transformation (CT) initiatives. The incumbent provides specialized services and guidance in the analysis of current processes and the development and implementation of practices to fully engage Veterans and their family members in improvement efforts, thus impacting the health care system's goal of providing exceptional care, services and experience to Veterans. The Veteran and Family Centered Care Program Manager is responsible for prioritizing, planning, managing and monitoring a comprehensive approach to patient and family centered care that supports achievement of the organization's strategic priorities. Efforts include managing a multi-tiered Veteran and Family Advisory Program, providing evidence-based staff training/ education around patient and family centered care principles and practices, monitoring performance of organizational cultural changes related to Veteran and family centered care and working with other Veteran Experience staff to implement programs, projects and measures to improve the Veteran experience. Major duties and responsibilities include, but not limited to: Works with other Veteran Experience team members to identify opportunities and makes recommendations for improvements to the Veteran experience. Provides leadership to establish and sustain a clear strategic vision and comprehensive approach to ensure that VAPAHCS is a high-performing organization and a leader in patient & family centered care. Develops and manages a comprehensive, multi-dimensional framework for defining, implementing, and measuring patient and family centered care across the continuum of care, including direct care, organization-wide practices, and policy making levels. Collaborates with key stakeholders, including Service Chiefs, Nurse Managers, front­line staff, and the Patient Satisfaction Manager, to identify areas of need and effective strategies to enhance patient satisfaction. Identifies and manages key decision points regarding the scope, authority, management, and expansion of all aspects of the patient-centered care program at VAPAHCS. Researches opportunities for (and impediments to) cultural transformation. Oversees and manages a multitude of VFCC strategies throughout the clinical, educational, and administrative spheres of operations. Manages the Veteran & Family Advisory Program to promote patient and family centered care principles and practices. Identifies and manages creative approaches to streamline and capture data to focus on Veteran patient and family perspectives; integrate patient and family perspectives into process improvement efforts and reporting to drive performance improvement and organizational change. Provides and manages on-going training and consultative services related to VFCC, Veteran engagement, and organizational performance. Tailors and implements communication strategies aimed at providing all staff an understanding of VFCC and how it integrates and aligns with other transformational initiatives. Works with other Veteran Experience team members to identify opportunities and makes recommendations for improvements to the Veteran experience. Participates as a member of the OPCC&CT team championing strategies and designing engagements in support of Veteran Experience and Engagement throughout VHA. Work Schedule: Monday - Friday, 7:30 am to 4:00 pm Virtual: This is not a virtual position. Position Description/PD#: Management & Program Analyst/PD6716-O 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, 11/20/2023. 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-13 position you must have served 52 weeks at the GS-12. 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-12 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Possess a wide range of qualitative and/or quantitative methods for the assessment and improvement of Program effectiveness and the improvement of complex management processes and systems; prepares recommendations for national policy to change the way programs are carried out; plans, organizes, and directs team work and negotiates effectively with management to accept and implement recommendations; develops and delivers curriculum, as well as teaches and discusses facilitation; creatively and independently pursues new and innovative, yet evidence-based methods of teaching/training. You will be rated on the following Competencies for this position: Administration and ManagementLeadershipPlanning and EvaluatingStrategic Thinking 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: No special physical demands such as above average ability, dexterity, or strength are required to perform the work. Work is sedentary and the employee may sit comfortably. There may be some walking, standing, bending, carrying of light items, driving of an automobile, etc. Fieldwork may involve traveling to interviews, meetings, and sources of information. Work is mostly sedentary, but there is a moderate amount of walking involved, with infrequent bending, lifting, and stooping. 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 Palo Alto VA Medical Center 3801 Miranda Avenue Palo Alto, CA 94304 US
• Name: Veronica Alvarado
• Phone: (415) 960-5758
• Email: [email protected]