This position serves as the Veteran Experience Officer (VEO), organizationally reporting to the Associate Medical Center Director. The primary purpose of the VEO is to complete all functions related to Veteran experience matters including Veteran experience efforts and policies and activities that may be developed at the National, Veterans Integrated Service Networks (VISN) and HCS levels.

Duties

Duties include, but are not limited to: Building, sustaining, and implementing Veteran experience and employee engagement practices and environments to promote the culture of positive Veteran experiences based on the whole health and patient-centered approach Bringing systems together to function seamlessly, promoting a culture that considers the needs of the patients and staff, identifying opportunities to improve experiences, and prioritizing and designing action plans for leadership endorsement Enhance the Veteran experiences through proactive approaches based on satisfaction and experience data, resolutions to common complaints, identification, and correction of system issues impacting the experience and satisfaction, education of staff regarding efforts and strategies, and application of data to identify trends and patterns that negatively impact the experiences Maintaining clear communication at the local facility on Veteran experience efforts, both to communicate relevant Veteran experience information and lessons learned which have potential spread impact and to gain insight of opportunities for the local facility to improve or sustain positive practices Transformation to a patient centered organizational culture requires a strategic and proactive program manager committed to the consistent nurturing and reinforcement of the program's goals Supporting proactive Veteran experience training and initiatives which may include patient centered care training, customer service training, new employee orientation, new patient orientation, and supervisory training on the topic of Veteran experience and associated initiatives Work Schedule: Monday-Friday, 730am-4pm Telework: VA supports the use of telework as a way to help attract and retain talented individuals in public service, increase worker productivity, and better prepare the agency to operate during emergencies. This position may be authorized for Ad-Hoc telework. Telework eligibility will be discussed during the interview process. Virtual: This is not a virtual position. Position Description/PD#: Supervisory Program Specialist/PD922700 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, 02/20/2024. 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-13 position you must have served 52 weeks at the GS-12. 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 -12 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 health care system operations and interdependencies of various departments, applying analytical and evaluation methods and techniques to patient experience issues, performing program management, difficult and complex advisory, assistance, and coordination functions serving as a liaison between the facility staff at multiple levels and Patients and their caregivers, controversial, novel, and unconventional issues including identifying and studying problems, analyzing, and making recommendations concerning the efficiency and effectiveness of operations in different components of the facility. You will be rated on the following Competencies for this position: Education and Training Customer Service Organizational Development 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 regular and recurring work of this position is sedentary in nature and involves sitting at a desk, conferences, meetings, etc., and visits to facility work sites. Occasional use of automobile and public conveyances may be required. No special physical exertion is 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

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 Chillicothe VA Medical Center 17273 State Route 104 Chillicothe, OH 45601 US
• Name: Terence Coley
• Phone: 2535833687
• Email: [email protected]