This position is located in the Women Veterans Call Center (WVCC) within the Veterans Health Administration (VHA) located at the Canandaigua VA Medical Center. The WVCC is a national program that is the collaborative effort between Women Health Services, Patient Care Services and the Canandaigua VA Medical Center. The WVCC receives and responds to questions from women Veterans, their families, and caregivers about the many VA services and resources available to women Veterans.

Duties

***THIS IS NOT A VIRTUAL POSITION. YOU MUST LIVE WITHIN 1 HOUR OF THE DUTY STATION OR BE WILLING TO RELOCATE WITHIN 1 HOUR OF THE DUTY STATION LOCATION. APPLICANTS MUST BE WILLING TO TELEWORK AT THE DISCRESSION OF THE DEPARTMENT.*** Evaluates customer contacts of individual WVCC Contact Representatives to ensure that all WVCC policies and procedures are followed and that service recipients receive high quality customer service. Performs a specified quantity of evaluations per month and as needed if there are conduct concerns. Completes evaluations using WVCC evaluation forms to objectively identify whether quality standards are met by the Contact Representative. Listens attentively and evaluates Contact Representative actions and interpersonal processes while managing the customer contact to ensure accurate information is provided to the customer, customer service levels are maintained, and the customer's concerns are appropriately addressed. Codes observations in terms of procedural compliance, non-professional counseling successes, and opportunities for improvement. Completes WVCC evaluation forms, rates the Contact Representative performance, and enters data collected in accordance with WVCC procedures. Provides private one-on-one coaching and feedback to individual WVCC Contact Representative on the soft and technical skills observed in a both positive and corrective insightful way that is supportive and constructive. Prepares, completes, updates, and distributes quality evaluation reports to management that identify performance and quality assurance issues. Screens WVPM referrals, chats, and texts for format, grammar, punctuation, and typographical errors. Designs a supportive training curriculum in order to address staff performance concerns as a result of quality monitoring. Assesses the impact of training remediation, in response to customer complaints, or at the request of the Contact Representative who wants additional performance feedback. Collaborates with contact representatives, team leaders, and supervisors to maintain and monitor the delivery and effectiveness of the training and identify solutions to areas that are in need of improvement. Prepares and updates new hire training curriculum. Identifies, coordinates, and provides remedial training to WVCC Contact Representatives. Reviews Contact Representatives documentation and accuracy of entering data into WVCC internal software programs. Employs initiative and creativity when providing feedback and/or collaborative problem-solving and in designing solutions when guidelines do not exist or do not apply, or where gaps exist in services, equipment, or benefit coverage. Continues to develop professional skills and proficiency in applying highly technical principles, concepts and techniques crucial to Veteran care. Complies with applicable Information Technology (IT) privacy regulations and policies regarding access privileges, including preventing unauthorized release of protected health information (PHI). Protects information/data from unauthorized release or from loss, alteration, or unauthorized deletion. Uses computer technology to ensure accurate information collection, communication, and documentation. Develops rapport and maintains effective relationships with Veterans, coworkers, and others. Participates in and is committed to quality assurance activities and providing quality services. Other duties as assigned. Work Schedule: Monday through Friday from 7:30am to 4:00pm 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#: Contact Representative (Instructor)/PD38249A Relocation/Recruitment Incentives: Not Authorized. Critical Skills Incentive (CSI): Not Approved. 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, 12/15/2023. 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-7 position you must have served 52 weeks at the GS-6. 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. Gender Specific Requirement (Screen-Out): This vacancy has a Gender Specific Restriction. Only female applicants will be accepted for this vacancy. The United States Office of Personnel Management (OPM) has authorized this restriction based on the program's primary function for meeting the needs of female Veterans. All documentation has been carefully reviewed and has met the condition of unusual circumstances as stated in section 5 CFR 332.407 and supports certification of single-sex recruitment. ~AND~ English Language Proficiency Requirement: In accordance with 38 U.S.C. 7402(d), No person shall serve in direct patient care positions unless they are proficient in basic written and spoken English. You must be proficient in basic written and spoken English in order to perform the duties of this position. ~AND~ In addition to meeting the Gender Specific Requirement and the English Language Proficiency, to qualify for this position, you must meet one of the following: Specialized Experience: For GS-7, you must have one year of specialized experience equivalent to at least the next lower grade GS-6 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: working in a patient centered facility or working in a call center setting.. You will be rated on the following Competencies for this position: Analytical ReasoningCommunicationsComputer SkillsCustomer ServiceInterpersonal EffectivenessQuality AssuranceTeamworkVeteran and Customer Focus 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: The work is primarily sedentary although some slight physical effort may be required. 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 Canandaigua VA Medical Center 400 Fort Hill Ave Canandaigua, NY 14424 US
• Name: Terrence Davis
• Phone: 585-393-7208
• Email: [email protected]