The primary purpose of the position is to provide NCC management with objectively based information for making decisions on the administrative and programmatic aspects of Call Center operations and management, by accomplishing a wide variety of assignments concerned with effectiveness and efficiency of programs and operations.

Duties

The Major Duties of the Management & Program Analyst are:

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
• Selected applicants will be required to complete an online onboarding process
• To qualify for this position, applicants must meet all requirements by the closing date of this announcement
• Subject to background/security investigation

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement. Time-in-grade: Applicants who are/were federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements. For a GS-9 position you must have served 52 weeks at the GS-7 level. For a GS-11 position you must have served 52 weeks at the GS-9 level. SF-50: If you are seeking a reassignment/change to lower grade, you must submit a copy of your most recent SF-50 (non-award) AND the SF-50 placing you into your current position. To support your claim of time in grade, you must submit your most recent appointment, promotion, within grade increase SF-50 (not an award or general adjustment SF-50). See the required documents section for more information. Note: multiple SF-50s may be required to adequately illustrate you have the requisite time-in-grade. You may qualify based on your experience and/or education as described below: Specialized Experience: To qualify for this position, applicants must meet all requirements by the closing date of this announcement. Specialized Experience (GS-9): To qualify, applicants must have one year of specialized experience equivalent to at least the next lower grade (GS-7) in the normal line of progression for the occupation in the organization. Specialized experience must demonstrate the following: Conducts management audits, surveys, and systematic reviews of operations in order to ensure that established policies, practices and procedures are effectively implemented. Provides staff assistance in order to develop and implement changes in procedures, operations and staff organization. Prepares graphs, charts, and other audio-visual displays depicting NCC program information and statistics for use in training, management briefings, and information dissemination activities both within and outside of the VARO. Distributes call center level and agent level reporting on all driving, watch level and key metrics. Reviews, analyzes and evaluates reports and statistics in order to advise on trends, out-of-line situations, and anticipated needs. Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have Master's (or equivalent graduate degree such as LL.B. or J.D. as specified in qualification standards or individual occupational requirements), or 2 academic years of progressively higher-level graduate education leading to such a degree, or LL.M., if related. OR, Combination: Applicants may also combine education and experience to qualify at this level. You must have an combination of specialized experience and education beyond 2 full years (36 semester hours) toward a Master's or equivalent graduate degree. Specialized Experience (GS-11): To qualify, applicants must have one year of specialized experience equivalent to at least the next lower grade (GS-9) in the normal line of progression for the occupation in the organization. Specialized experience must demonstrate the following: Maintaining an annual budget ensuring all appropriate reporting requirements are completed timely and within budget allotment Completing all administrative and personnel actions to support resource allocation model and maintaining all required personnel information necessary for recruitment, retention, and off-boarding Ensuring appropriate system access levels are obtained, maintained per agency requirements, and removed as required Analyze daily operations for a business line and provide recommendations and analysis for operational improvement and support Presenting regular briefings to management and leadership on budget, administrative actions, systems, and operational support Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have Ph.D. or equivalent doctoral degree, or 3 full years of progressively higher level graduate education leading to such a degree, or LL.M., if related. OR, Combination: Applicants may also combine education and experience to qualify at this level. You must have an combination of specialized experience and education beyond 2 full years (36 semester hours) toward a Ph.D., or related doctoral degree. You will be rated on the following Competencies for this position: Oral Communication - Ability to communicate orally, in a manner that is tactful in phrasing and tone, to elicit confidence and cooperation from people of varying backgrounds Writing - Ability to recognize or use correct English grammar, punctuation, and spelling; communicate information (for example, facts, ideas, or messages) in a brief, clear, and organized manner; produce written information, which may include technical material, that is appropriate for the intended audience. Analytical Reasoning - Ability to identify issues and analyze information to draw accurate conclusions, ensuring careful attention to detail. Dissects problems and information into their meaningful parts, and uses logic and judgment to evaluate alternatives and develop solutions. Organizational Stewardship - Ability to take responsibility and initiative, set and meet priorities, follow through on commitments, safeguard information, and organizes and uses time and resources to achieve desired results. Computer Skills - Ability to use computers, software applications, databases, and automated systems to accomplish work. 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 35-40 hours of work per week. Part-time experience will be credited on 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: This position is primarily sedentary with some walking, standing, bending, and carrying or lightweight items (e.g. folders, claims files, etc.) 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. The Career Transition Assistance Plan (CTAP) provide eligible displaced VA competitive service employees with selection priority over other candidates for competitive service vacancies. To be qualified you must submit appropriate documentation (a copy of the agency notice, your most recent performance rating, and your most recent SF-50 noting current position, grade level, and duty location) and be found well-qualified (have a final rating of 85 or more) for this vacancy. Information about CTAP eligibility is on OPM's Career Transition Resources website at http://www.opm.gov/policy-data-oversight/workforce-restructuring/employee-guide-to-career-transition/.

Education

A transcript must be submitted with your application if you are basing all or part of your qualifications on education.

One year of full-time graduate education is considered to be the number of credit hours that the school attended has determined to represent 1 year of full-time study. If that information cannot be obtained from the school, 18 semester hours should be considered as satisfying the 1 year of full-time study requirement.

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 Cleveland Regional Benefit Office Federal Building, 1240 East 9th St Cleveland, OH 44199 US
• Name: Michael Reid
• Phone: (313) 596-7255
• Email: [email protected]