The incumbent is the Program Specialist to the Patient Experience Officer. The position requires analytic, evaluative, and decision-making capabilities. The primary function of the position is to aid the Patient Experience Officer in managing the day-to-day functions of the Service.

Duties

Major Duties: Program Administration Dutes and Responsibilities The incumbent is the Program Specialist to the Patient Experience Officer of the Patient Experience Office. Performs administrative work, which includes management of the Patient Experience Officer's program plans and day-to-day operational plans. The incumbent works with the Patient Experience Officer to develop strategic plans and create milestones using various resources. Based on objectives, develops action plans, tracks, and manages progress of service/enterprise level initiatives. The incumbent acts as a liaison and/or handles the communication with persons and/or groups within and outside of the organization on administrative matters on behalf of the Patient Advocate Supervisor, Patient Experience Officer and/or Chief Organizational Health & Experience Officer. Maintains responsibility for the coordination of the Service's Quality Improvement Programs, which involves ensuring that the requirements of VA Central Office (VACO), Joint Commission (JC), Office of Inspector General (OIG), and the Veteran Experience Office National Program Office. Provides input and recommendations about a wide variety of management decision-making activities. Organizes the performance evaluations for staff within ERC and patient advocate. Coordinates information and participates in annual management reviews, management briefings, and personnel management reviews for the Service. Gathers quarterly metrics for patient experience and employee satisfaction for veteran experience service line. Compiles and interprets collected documentation and provides this to the respective Supervisors within the service and service chiefs as appropriate throughout the facility. Assists with the development of long and short-term internal policies, standards, goals, plans, and objectives. Provides workload data to the Veteran Experience Officer to assist with resource allocation, team productivity and efficiency determinations, and budgetary formulation. Creates and prepares change proposals in the labor/management agreement and Medical Center Memorandums. The proposals and memorandums support the evolving work environment and improving Veteran Experience Service care provided to the PVAHCS Veteran population. Requests information and feedback from program areas, staff members, service chiefs, and other personnel to review, compile, correct, and prepare numerous recurring and non-recurring reports. Provides technical and administrative services/assistance to the Service staff members in searching for, gathering, and compiling materials for special projects, reports, and policy development purposes. Requests and meets with veteran experience representatives to obtain technical information on new and improved veteran experience office initiatives. Supervisory Duties and Responsibilites This position will serve as the first line supervisor for GS-5, GS-6, and GS-7 administrative staff. Incumbent plans all administrative operations for the administrative staff under the direction of the Patient Experience Officer. The incumbent oversees the daily operation of the Veterans Resource Center (VRC) ensures VHA policies and priorities are being followed. This responsibility includes setting priorities, long- and short-term goals, administrative processes. Instructs employees in assigned tasks and job techniques, conducts formal and informal on-the job training, and answers questions on procedures, policies, and directives. Develops performance standards, evaluating work performance, identifies developmental and training needs of the employees. Issuing performance ratings, counseling employees whose performance is marginal or unsatisfactory and initialing disciplinary action when necessary and/or initiating awards of subordinates. The incumbent resolves minor complaints from employees; works with and refers group grievances and more serious unresolved complaints to the Patient Experience Officer for resolution. The incumbent affects minor disciplinary measures such as warnings and reprimands and recommends action in more serious cases. The incumbent resolves complaints, administrative issues, and identify personnel needs and is expected to be a communication facilitator, arranging meetings and in-services as necessary to ensure that information and knowledge are communicated to staff. The incumbent carries out the Equal Opportunity policies and program activities. Work Schedule: Monday-Friday 0730-1600 Virtual: This is not a virtual position. Position Description/PD#: Supervisory Program Specialist/PD13213O 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, 02/05/2024. 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-09 position you must have served 52 weeks at the GS-07. 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 and/or educationas described below: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade, GS-07 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 may have been gained in administrative, professional, technical, investigative, or other responsible work. You will be rated on the following Competencies for this position: Financial ManagementManages and Organizes InformationPlanning and EvaluatingTechnical Competence 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

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]