This position is organizationally aligned under the Office of the Associate Director for Resources at the Edward Hines Jr. VA Hospital (578) Hines, IL - a complexity level 1a VHA facility. The primary purpose of the position is to provide critical supervisory, operational, and administrative program management to support Customer Relations and Engagement organizational needs, goals, and objectives, for improving experiences, implementing best practices, and guiding service requirements.

Duties

This position utilizes knowledge of organizational principles and practices such as strategic planning operations to tie satisfaction program goals and objectives to the strategic initiatives of the facility, VISN, and VACO and their operational plans, goals, and performance measures. The incumbent has in-depth knowledge and expertise in the field of patient, customer, and employee satisfaction by relating both VHA and private industry satisfaction standards, goals, and objectives. Effectively manages a Section comprised of Voluntary Service Specialists, Red Coat Ambassador/Patient Information (formerly Patient Escort and Screener) Programs. Plans work to be accomplished by subordinates, sets and adjusts short-term priorities, and prepares schedules for completion of work Evaluates work performance of subordinates and exercises other supervisory level and personnel action responsibilities: prioritizing major work efforts towards process improvement evaluating the performance of the Customer Relations and Experience Office staff giving advice, counsel or instruction interviewing tentatively selecting candidates for positions and recommending appointment, promotion or reassignment involving such positions hearing and resolving appropriate complaints and grievances effecting disciplinary measures identifying and providing for management development and training needs of key staff members The incumbent must have the ability to build a culture of patient-centeredness considering the significance and impact the experience has in overall patient satisfaction and the perspective of the care received. The incumbent will foster clear communication between patient, family members, caregivers, survivors, staff, community members and facility leadership to support positive experiences and a patient-centered culture. The incumbent will provide hands-on operational and administrative support and education on matters affecting patient centered approaches and the Customer Service. Communicates pertinent information to appropriate parties concisely, accurately, and timely Reports significant and relevant information and issues to leadership or designated committees or services. Works closely with facility services and programs by reviewing, assessing, and making recommendations on policy and procedures to foster positive experiences across the facility Incumbent is responsible for quantitative and qualitative analysis methods and techniques in aggregating, analyzing, and presenting data. Knowledge and hands-on experience in data mining and database management. The incumbent performs work involving the collection, compilation, and tracking of data and statistical information. Analyzes and evaluates on a quantitative or qualitative basis the effectiveness of the Customer Service Office in meeting national and local established goals and objectives Develops all necessary reports to extract data for recurring analysis reports, prepares documentation related to assigned projects using various computer programs, including databases, spreadsheets, data visualization (tables, graphs, figures, charts, etc.), and integrated systems. Work Schedule: Monday - Friday 7:30a-4:00p 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 telework. Telework eligibility will be discussed during the interview process. Virtual: This is not a virtual position. Position Description/PD#: Supervisory Program Specialist, Chief Relations and Engagement Office/PD99897S

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 03/12/2024. 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-12 position you must have served 52 weeks at the GS-11. 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 education as described below: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-11 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: overseeing administrative programs by gathering data to conduct detailed analyses concerning the relationships among administrative positions, workload, and productivity by interpreting administrative records and reports to develop manuals and directives. General Experience is 3 years of progressively responsible experience that demonstrate the ability to: Analyze problems to identify significant factors, gather pertinent data and recognize solutions Plan and organize work Communicate effectively orally and in writing You will be rated on the following Competencies for this position: Financial ManagementManaging Human ResourcesPartneringPlanning and Evaluating 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: Work is primarily sedentary with occasional walking, bending, standing and carrying of light items such as reports and files. 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.

A transcript must be submitted with your application if you are basing all or part of your qualifications on 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 Edward Hines Junior Hospital 5000 South 5th Avenue Hines, IL 60141 US
• Name: Amy McCrary
• Phone: (708)953-5124
• Email: [email protected]