The Veteran Resource Support Assistant serves as an "Ambassador" inside the Veteran Resource Center (VRC) to staff and visitors accessing the VA Phoenix Healthcare System. The employee represents the facility in providing guidance to individuals to the appropriate service or office and giving and/or clarifying information in order to help the staff or visitor access the appropriate service.

Duties

Major Duties: Administrative Support Provides full staff assistance regarding administrative matters. Knowledge and skills to handle issues of procedural and factual nature that is readily observable and subject to written guidelines. Independently oversees daily work flow, coverage, resources and manages the office requirements. Serves as a staff member directly supporting VRC responsible for planning, organization, development, direction, and evaluation of Medical Center administration. Interprets Medical Center's mission, policies, procedures and available resources/services to the staff and represents the employee problems, opinions and needs to appropriate staff and management. Identifies specific problems and potential problems and suggests solutions or alternatives to existing procedures which contribute to those problems. Develops and manages flow throughout the VRC to include checking in all visitors, managing workflow, assists with training on open Veteran dashboards, and identifies trends for future proactive system improvements. Service Liaison Coordinates visits by employees with Subject Matter Experts, VIPs and other officials, ensuring that no breach of etiquette or protocol develops. Recommends traditional and formal diplomatic customs, courtesies and etiquette due visiting dignitaries, including foreign dignitaries, other federal agency or congressional representatives, as well as state and local government officials. Incumbent appropriately addresses Veteran issues, complaints, or concerns which are directed to the Veteran Experience Team and the Executive Office. Extreme tact and diplomacy is required to elicit the purpose/nature of the contact and to make a judgment decision on whether to refer the visitor to the appropriate service or to an appropriate executive leadership member. Visitor Advocate Acts as an advocate for staff using seasoned judgment to resolve problems. Directs veterans, family members, and other visitors to the appropriate office or service within the facility. Provides information and assists in problem-solving about the organization, its functions, activities, and personnel. When indicated accompanies the visitor to the appropriate office/service to ensure the individual gets to the appropriate office and is introduced to the appropriate staff in the area that will be providing the service to the visitor. Responds to questions from visitors concerning services and provides appropriate pamphlets or written information when available. Program Management Incumbent provides on-going support and guidance to all staff relating to the programs managed by the assigned executive. At the direction of the supervisor, provides guidance and training to others and administrative/program support staff regarding issues related to the Veteran Experience and the Executive Office. Advises the executive supported on administrative program issues and recommends action, process and documentation modifications, training needs, etc. to ensure the program meets regulatory requirements and local objectives. Records management Responsible for the organization and maintenance of a Records and Report Management Program for the assigned Veteran Experience members in accordance with the VA Records Control System (RCS- 01). The program includes a centralized records function, standardized handling/retention, and improved records filing which includes both electronic and hard copy records. Maintains all related materials, all office files including sensitive records, and all computer files including templates. Plans and arranges for the maintenance, retrieval, and destruction of records and information as required by RCS-01. Work Schedule: Monday-Friday 0730-1600 Virtual: This is not a virtual position. Position Description/PD#: Program Support Assistant/PD12824A 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, 01/24/2024. 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-05 position you must have served 52 weeks at the GS-04. 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-04 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Customer Service skills, Decision Making, Clerical experience and Communciation. You will be rated on the following Competencies for this position: ClericalCommunicationCustomer Service (Clerical/Technical)Decision Making 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 very active. The position requires the employee to be able to greet visitors, veterans, family members, and other visitors throughout the facility. 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.

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: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.

Contacts

• Address Carl T Hayden Veterans' Administration Medical Center 650 East Indian School Road Phoenix, AZ 85012 US
• Name: Ricky Clark
• Phone: 319-509-6482
• Email: [email protected]