This position is geographically located at the William S. Middleton Memorial Veterans Hospital, Madison, WI. The primary purpose of this position is to provide training instruction through the development and implementation of the ongoing training programs for work performed by the VISN 12 Telecommunications Call Center (TCC) staff that spans shifts covered between 5:00 am and 10:00 pm.

Duties

This position is geographically located at the William S. Middleton Memorial Veterans Hospital, Madison, WI. The primary purpose of this position is to provide training instruction through the development and implementation of the ongoing training programs for work performed by the VISN 12 Telecommunications Call Center (TCC) staff that spans 3 fully staffed shifts. The VISN 12 TCC is a Centralized Telephone Attendant Call Center, providing coverage twenty-four hours a day and seven days a week, tending to callers across the entire VISN 12 four state geographical catchment area. The position functions as an educator/staff development specialist and is responsible for provision and coordination of customer-focused, performance-based educational services. This role includes assessing educational and staff development needs, developing and implementing educational/staff development activities to meet those needs; and evaluating outcomes of these activities, as evidenced by improvement of communication and referral service, staff performance or work product. Educational activities will be conducted through traditional, multimedia, and teleconferencing/videoconferencing modalities. Major Duties include by not limited to: Provides documented Annual Review of training plan by Centralized Attendant Management team. This also includes an initial Annual Recurring and Quality Control review which contributes to teaching core mandated topics, including VISN and facility wide training. Plans, develops and implements Telephone Equipment Operator activities based on assessed needs in a cost-effective manner. Collaborates with the VISN 12 Telecommunications Manager, VISN 12 Centralized Attendant Supervisors, external VA Staff and other stakeholders on the development, coordination and evaluation of present and future training activities. Serves as an instruction based consultant to review VISN 12 Centralized Attendant educational materials, objectives and outcomes produced by other personnel. Designs VISN 12 Centralized Attendant materials and methodology according to performance objectives and staff needs, utilizing traditional and modern methods, including multimedia and teleconferencing/videoconferencing effectively. Modifies educational materials to reflect technological changes or new developments. Ensures operator topics/training meets requirements for Joint Commission, OSHA, VISN and other regulatory requirements. Instructs effectively and creatively according to Adult Learning and Accelerated Learning principles, addressing all domains of education, including the affective level. Represents and incorporates organizational mission, vision, values and strategic plan into all aspects of staff development. Tracks, documents and records initial, recurring and performance measurements. Analyzes the effectiveness and outcomes of initial, refresher and performance measurements, using Kirkpatrick or other evaluation models. Serves as VISN 12 Centralized Attendant technical expert in subject areas such as Talent Management System (TMS). Responsible for maintenance of assigned courses and determine the need for and initiate changes/updates in course content. May adapt or revise courses, as needed, because of subject matter or student needs. Works effectively with others, using effective communication and customer service skills, utilizing problem solving strategies which facilitates open exchange of ideas between people. Work Schedule: M-F | 7:30am -4:00pm with occasional weekends Telework: Ad-HOC Virtual: This is not a virtual position. Position Description/PD#: Training Instructor/PD182530 Relocation/Recruitment Incentives: Not Authorized Financial Disclosure Report: Not required

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements 30 days from the closing date of this announcement, 02/08/2024. 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-7 position you must have served 52 weeks at the GS-5. For the GS-9 position you must have served 52 weeks at the GS-7 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. 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. Specialized Experience: GS-7Applicants 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: Knowledge of the educational process and the principles of adulating learning. Knowledge of the use of computers (including the Microsoft suite and online training packages), audiovisual and teleconferencing equipment. Ability to effectively deal with frequent interruptions and changing priorities among multiple activities. OR Have 1 full year of graduate education in a related field to the position. Or I have completed a 4-year course of study leading to a bachelor's degree in any field and I have superior academic achievement (S.A.A). S.A.A. is based on I graduated in the top third of my class. Class is defined as the college, university, or major subdivision, such as the College of Liberal Arts or the School of Business Administration. I graduated with a Grade-point average of 2.95 or higher out of a possible 4.0. This grade point average could have been determined based on 4 years of education or based on courses completed during the final 2 years of the curriculum. I graduated with a grade-point average of 3.45 or higher out of a possible 4.0 based on courses required for my major field or courses in the major field completed during the final 2 years of the curriculum. I am a member of a national scholastic honor society. (MUST PROVIDE TRANSCRIPTS). OR Applicants may also combine education and experience to qualify at the GS-7 level. To calculate, first identify the percentage of required education you have earned (when substituting, you cannot use the first 60 semester hours that you earned). Then identify the percentage of required experience you possess. Add the two percentages. The total percentage must equal at least 100 percent to qualify at the GS-7. For example, an applicant who has 9 semester hours of graduate level education (i.e. 50% of graduate education required) and 6 months of creditable specialized experience (i.e. 50% of the required experience) would equal 100% of the required experience for the position. GS-9: 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. Examples of specialized experience would typically include, but are not limited to: Knowledge of the health care environment in order to successfully plan and educational activities that affect that setting. Knowledge of existing VA management infrastructure at the nation, VISN and Medical Center level. Practical knowledge of the educational process and the principles of adult learning, including group processes, in order to assess, design, implement, and evaluate educational activities for health care professionals and non-professionals in all fields. OR Have a master's or equivalent graduate degree in a related field for this position. Or I have 2 full years of progressively higher level graduate education leading to such degree or I have a LL.B. or J. D., if related. (transcripts required) OR Applicants may also combine education and experience to qualify at the GS-9 level. To calculate, first identify the percentage of required education you have earned (when substituting, you cannot use the first 60 semester hours that you earned). Then identify the percentage of required experience you possess. Add the two percentages. The total percentage must equal at least 100 percent to qualify at the GS-9. For example, an applicant who has 9 semester hours of graduate level education (i.e. 50% of graduate education required) and 6 months of creditable specialized experience (i.e. 50% of the required experience) would equal 100% of the required experience for the position. PHYSICAL EFFORT : The work required is generally sedentary in nature, but also includes standing, bending, and carrying light or medium loads of paper, office files, supplies and equipment. Walking, sitting for extended periods of time at a computer terminal, and standing at length while instructing are involved in this position. In order to assure training is available for all employees, the incumbent is required to be available for occasional weekend and evening duty. Minimal local travel is required for this position.WORKING CONDITIONS : The work is usually performed in an office, classroom, meeting room, hotel conference room, schools, clinical setting, or similar settings involving everyday risks and discomforts. The work area is adequately lighted, heated, and ventilatedYou will be rated on the following Competencies for this position:Education and TrainingPlanning and EvaluatingTeaching OthersTechnical CompetenceTelecommunications 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.

Education

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

PLEASE NOTE: Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications (particularly positions with a positive education requirement). Therefore, applicants must report only attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education. Applicants can verify accreditation at the following website: http://www.ed.gov/admins/finaid/accred/index.html. All education claimed by applicants will be verified by the appointing agency accordingly. 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.

Contacts

• Address William S Middleton Memorial Veterans Hospital 2500 Overlook Terrace Madison, WI 53705 US
• Name: Nathan Peters
• Phone: 612-467-4816
• Email: [email protected]