The Veterans Health Administration New Jersey Health Care System is looking for a Program Support Assistant for Environmental Management Services. As the Program Assistant for Guest Relations including but not limited to its subdivisions. He/she participates actively in support of the service, ensuring that all clerical and administrative responsibilities of the Chief's functions/tasks are completed accurately and in a timely manner.

Duties

The program Support duties are as follows: Performs front desk management as they are stationed at the main lobby receiving and directing customers (patients, staff, family, vendors, other government and non-government officials, etc. ) in an efficient, expedient and pleasant manner. She/he will also provide patient information to permissible person(s) within the capacity of which the position governs. The incumbent interviews customers to identify needs, expectations, problems and/or situations where the customers' needs are not being met. the incumbent interacts with customers and makes recommendations and/or referrals to facilitate satisfaction. The incumbent prepares and reviews service correspondence on behalf of GRS ensuring that its final format meets acceptable VA Standards prior to issuance. She/he must read all outgoing correspondences; correct all and/or any procedural and grammatical errors and submit documents in their proper format. In support of the support of the service the incumbent is responsible for reviewing personnel Actions of all support personnel this includes but not limited to: recruiting, termination, promotions, tour changes, advance leave, leave without pay and other leave request. The incumbent drafts correspondence, reports, procedures, memorandums and letters on behalf of the service. She/he collects data for preparation of various reports and assists staff in completing reports. Incumbent provides leadership and quality, ensuring that directives and instructional material pertaining to administrative practices and clerical procedures are in order and current, revised or amended. refers all updated matters are disseminated to members with a need to know assuring they are aware of pertinent changes. The incumbent receives calls and responds to visitors' inquires for guest relation and directs those matters to the chief and other personnel requiring their attention and/or action. Resolves routine matters using knowledge of Medical Center's programs, operations and policies, referring all other inquiries to appropriate personnel in various services of the VANJHCS, VISN 03 and/or Central Office. Provides answers to inquires concerning procedures, status of reports and other information associated with Guest Relations. The assistant performs, maintains, gather and compile various analytical reports involving cost, staffing, tasks frequency, budget, etc., and develops recommendation(s) for the Chief concerning these areas. Incumbent analyzes utilization trend data to identify problem areas, provide objective assessments, prioritize identified problems, and recommend appropriate actions and/or alternatives regarding programmatic improvements. The assistant is responsible for organizing budget review reports for VANJHCS Service budget review. The incumbent works closely with the Patient Relations Service (PRS) programs of GRS, visually recognizing trends and makes recommendations verbally or written, which will be used to implement new or improved procedures in providing quality customer service. Independently carries out a wide range of customer contacts, sometimes involving atypical problems or complex situations such as medical emergencies and/or crisis intervention. Participates in periodic PRS/GRS, meetings and other customer service related activities. Creates informational flyers and notices and types and variety or correspondences and reports, utilizing word processing software, editing, reformatting and revising as needed. The assistant, in conjunction with the environmental care specialist, develops training programs related to the methods and procedures for employee's performance improvements within EMS VANJHCS. The assistant is also designated as the TMS (Talented Management System) administrator for Guest Relations, VANJHCS. As the TMS administrator, the incumbent is responsible for the TMS software package in the service. The incumbent: Directs and coordinates the implementation of TMS Modules and enhancements in the service. Serves as the Service TMS help-desk coordinator, providing user support on routine issues associated with TMS, coordinating and providing service needs. Compiles and distribute reports on staff training compliance. Collect data and reports. Provide methods and procedures to improve staff training initiatives. The incumbent also provides direct planning, training and technical support to users of TMS with-in the service. The assistant is also designated as a primary timekeeper for services T&Ls. Work Schedule: Monday - Friday 7:00am - 3:30pm. Virtual: This is not a virtual position. Position Description/PD#: Program Support Assistant/PD05997A Relocation/Recruitment Incentives: 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, 01/02/2024. 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-6 position you must have served 52 weeks at the GS-5. 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-5 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Experience in an administrative clerical assignments performing as a program assistant, secretary, administrative assistant using Microsoft Office, including excel. Knowledge of agency's procedures and policies. Knowledge and ability to maintain adequate office supplies and order supplies as needed. Extensive experience in implementing tracking procedures and maintaining program data. Experience in generating reports and gathering statistical data. Extensive experience organizing budget review and reports. You will be rated on the following Competencies for this position: Administration and ManagementComputer SkillsCustomer Service (Clerical/Technical)Problem SolvingWritten Communication 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 sedentary. The employee sits comfortably to do the work. However, there may be some walking; standing; bending; carrying of light items such as papers and manuals. No special physical demands are required to perform the work. 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 VA New Jersey Health Care System 385 Tremont Avenue East Orange, NJ 07018 US
• Name: Melissa Charles
• Email: [email protected]