This position is located in the Department of Veterans Affairs (VA), Veterans Health Administration (VHA), Mid-Atlantic Health Care Network (VISN 6), at the Fayetteville NC VA Coastal Health Care System (FVACHCS), Fayetteville, North Carolina; serves as the Chief of the Engagement and Experience Office (EXO); and reports to the Assistant Director. The primary purpose of this position is to maintain a multi-disciplinary engagement and experience service.

Duties

Plans, designs, and maintains a multi-disciplinary engagement and experience service with responsibilities for patient advocacy, customer service, education, organizational development, employee wellness, and engagement programs. Manages the daily operations of the Engagement & Experience Office (EXO), establishing and implementing policies and procedures for operational use, developing individual or group goals and objectives, monitoring progress, and preparing reports and statistics. Clearly defines the optimal experience for patients, identifies and presents key issues impacting the customer experience, makes recommendations for improving customer satisfaction, and ensures implementation, training, maintenance of a wide range of healthcare programs and initiatives designed to improve the Veteran experience and overall customer service. Partners successfully with the Executive Leadership Team (ELT) and service leadership to provide intense organizational consultative services and accelerate implementation of change that builds leadership talent, fuels future growth, enhances organizational performance, improves the patient experience, and enables learning across the organization. Serves as the subject matter expert for service excellence, maintaining an active understanding of current thinking and innovative interventions/programs regarding the patient experience, both locally and nationally. Acts as a liaison to represent facility capabilities within the VISN, VHA, other government agencies, and the greater community. Utilizes coaching, best practices, and collaboration to improve service excellence throughout the organization. Oversees the Veteran Health Education and Instruction Committee and the development of appropriate Veteran educational content, including associated faculty training. Serves as Chair of the Employee Awards Committee and oversees the Employee Recognition Program, ensuring that awards are distributed in a fair and timely manner. Oversees the Diversity and Inclusion Advisory Committee and ensures implementation of VISN and national initiatives aimed at improving organizational culture, teamwork, and psychological safety; increasing civility, diversity, equity, and inclusion; and decreasing work-group conflict. Helps maintain a mentally and physically healthy workforce by creating plans to enhance employee wellness and quality of life, addressing burnout, stress management, and self-care. Provides meaningful interventions with staff or groups in distress and partners with work-groups to assist with team development, stress management, problem solving, conflict management, and resolution. Ensures that employees are offered continuous support services such as 360-degree assessments, simulations, coaching, mentoring, and training, as well as consultative services in servant leadership, communication skills, problem-solving, organizational resilience, team assessment, change management, and employee engagement. Assumes supervisory and administrative responsibility for the management of the assigned staff members who function within the EXO, assuring staff are aware of and adhere to all current directives of VHA, Joint Commission standards, and VA-OIG expectations. Develops, modifies, and/or interprets performance standards, explaining expectations, providing regular feedback, and appraising subordinates. Recognizes and takes action to correct situations posing a threat to the health or safety of subordinates, applying Equal Employment Opportunity (EEO) principles and requirements to all personnel management actions and decisions. Oversees the coordination of responses to Congressional inquiries and White House Hot-line complaints. Ensures the development and maintenance of a service recovery program. Work Schedule: Monday - Friday, 8:00am - 4:30pm Telework: Ad-Hoc Virtual: This is NOT a virtual position Functional Statement #: 00000 Relocation/Recruitment Incentives: AUTHORIZED - MAY BE PAID TO A HIGHLY QUALIFIED CANDIDATE* Permanent Change of Station (PCS): NOT Authorized Financial Disclosure Report: NOT Required *Note: Definition of Highly Qualified Candidates: Candidates who possess unique skills and competencies needed to perform critical mission-essential functions. Per OPM.gov, to be Highly Qualified, the candidates are considered by the Human Resources Office and the subject matter expert (selecting official) as being highly proficient in all the requirements of the job and can perform effectively in the position almost immediately or with a minimum amount of training and/or orientation. (Highly Qualified is not defined by years of experience alone). Refer to VA Handbook 5007, Part VI, Ch. 3

Requirements

Qualifications

Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met. Basic Requirements: Citizenship: U.S. Citizenship. Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. Education: Doctoral degree in psychology from a graduate program in psychology accredited by the American Psychological Association (APA), the Psychological Clinical Science Accreditation System (PCSAS), or the Canadian Psychological Association (CPA) at the time the program was completed; OR Doctoral degree in any area of psychology and, in addition, successful completion of a re-specialization program (including documentation of an approved internship completed as part of the re-specialization program) meeting both of the following conditions: The re-specialization program must be completed in an APA or a CPA accredited doctoral program; AND The specialty in which the applicant is retrained must be consistent with the assignment for which the applicant is to be employed. NOTE: The applicant must provide an official transcript &/or certificate documenting the completion of the re-specialization program, which includes completion of an APA or CPA internship. OR Doctoral degree awarded between 1951 & 1978 from a regionally-accredited institution, with a dissertation primarily psychological in nature; Internships: Successful completion of a professional psychology internship training program that was accredited by APA or CPA at the time the program was completed & that is consistent with the assignment for which the applicant is to be employed; NOTE: New VHA psychology internship programs that are in the process of applying for APA accreditation are acceptable in fulfillment of the internship requirement, provided that such programs were sanctioned by the VHA Central Office Program Director for Psychology & the VHA Office of Academic Affiliations at the time that the individual was an intern; OR Successful completion of a VHA full-time, one-year pre-doctoral internships prior to 1979; OR Successful completion of an internship that was not accredited by APA or CPA at the time the program was completed andcurrent board certification by the American Board of Professional Psychology in a specialty area that is consistent with the assignment for which the applicant is to be employed. NOTE: Once board certified, the employee is required to maintain board certification; OR Successful completion of a one-year supervised internship experience in a site specifically acceptable to the candidate's regionally-accredited doctoral program from which they were awarded a doctoral degree between 1951 &1978 (with dissertation primarily psychological in nature). If the internship experience is not noted on the applicant's official transcript, the applicant must provide a statement from the doctoral program verifying that the equivalent of a one-year supervised internship experience was completed in a site acceptable to the doctoral program. NOTE: Psychologists who meet the requirements of this revision, and who were employed by the Department of Veterans Affairs prior to the implementation of this standard, are considered to have fully met the requirements of this qualification standard. Licensure: Hold a full, current, & unrestricted license to practice psychology at the doctoral level in a State, Territory, or Commonwealth of the United States, or the District of Columbia. May qualify based on being covered by the Grandfathering Provision as described in the VA Qualification Standard for this occupation (only applicable to current VHA employees who are in this occupation and meet the criteria). Grade Determinations: GS-14 Chief/Program Manager Experience At least three years of experience as a professional psychologist, with at least one year equivalent to the GS-13 grade level. Demonstrated Knowledge, Skills, and Abilities (KSAs) In addition to the experience above, the candidate must demonstrate all of the following KSAs: Ability to organize work, set priorities, delegate tasks, and meet multiple deadlines. Knowledge of and ability to utilize evidence based practices and clinical practice guidelines appropriately and ability to guide staff in using these tools. Ability to deal effectively with individuals or groups representing widely divergent backgrounds, interests, and points of view. Skill in managing and directing the work of others to accomplish program goals and objectives. Ability to translate management goals and objectives into well-coordinated and controlled work operations. Ability to establish and monitor production and performance priorities and standards. Ability to analyze organizational and operational problems and to develop and implement solutions that result in sound operation of the program. Preferred Experience: Management Executive Leadership Team (ELT) Collaboration References: VA Handbook 5005/103, Part II, Appendix G-18.The full performance level of this vacancy is GS-14. Physical Requirements: The work is primarily sedentary, although some slight physical effort may be required. May require occasional travel to Fayetteville VACHCS associated clinics.

Education

IMPORTANT: 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. For further information, visit: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.

Contacts

• Address Fayetteville NC VA Medical Center 2300 Ramsey Street Fayetteville, NC 28301 US
• Name: Ashley Henderson
• Phone: (540) 588-2732
• Email: [email protected]