This position will Serve as a Program Specialist Customer Relations and Outreach (CRO) located within the Office of Community Care Service at the VA San Francisco Healthcare System (SFVAHCS).

Duties

The primary purpose of the position is to facilitate the mission and goals of the SFVAHCS Community Care Program (CC) by working directly with community providers, health systems and groups. In this role, the Program Specialist is responsible for customer outreach with the intent of retaining and expanding the net­-work of providers and the access to care associated to the Care Coordination Network. This will be accom­plished by offering continuity to communications by serving as a primary POC for community vendors in need of training and education related to the CC Program. Additionally, CRO Program Specialist is responsible for coordination, administrative activity, tracking, investigation and writing of all official correspondence related to the CC Program. Through these primary responsibilities, the CRO Program Specialist will improve the internal and external customer experience by building and enhancing customer relationships and collaborations, educat­ing customers, partners, and stakeholders on CC and its respective programs, both new and old. Major duties include: Develops and deploys training as well as educational and outreach materi­als that emphasize and reinforce the policies and procedures of Veterans Health Administration and the Federal Government with respect to the Office of Community Care. Employ a variety of techniques to assess, analyze, deliver and verify training needs in order to establish long and short-range goals to meet identified needs that will foster the concept of the VA and the SFVAHCS as a learning organization. Serve as a spokesperson for the SFVAHCS CC Program, establishing them­-selves as a CC liaison for local providers, health systems, and groups as well as to Veteran service organizations, Congressional Representatives and other internal/ external stakeholders as needed. Manages and/or prepares responses to correspondence and suspense items. Work Schedule: Monday - Friday, 08:00am - 04:30pm 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#: Program Specialist (Customer Relations and Outreach)/PD01364A Relocation/Recruitment Incentives: Not Authorized 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, 06/04/2024. 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-11 position you must have served 52 weeks at the GS-09. 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-09 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Utilizes administrative practices and procedures which may include data collection, organization utilizing various software programs; and inputting, uploading, retrieving, sorting and recording information from databases contained in internal and external computer program sources. Apply management tools and techniques (flow charts, cost/benefit analysis, graphs, spreadsheets, information systems and applications, time management) to conduct and compile analytical studies. Interpret various agency wide, VISN and local policies, procedures, guidelines and directives to fully accomplish major assignments successfully. Effectively communicate verbally and in writing with individuals of varying levels within various health care organizations concerning a wide variety of subjects. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have a Ph.D. or equivalent doctoral degree or 3 full years of progressively higher level graduate education leading to such a degree or LL.M., if related that demonstrates the knowledge, skills, and abilities necessary to do the work of this position. (NOTE: A transcript or course listing must be submitted if you are basing all or part of your qualifications on education. Applications submitted without this information will not be considered.) . OR, Combination: Applicants may also combine education and experience to qualify at this level. You must have an combination of specialized experience and education beyond a Master's degree. You will be rated on the following Competencies for this position: CommunicationsCustomer Service (Clerical/Technical)Employee 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 and Work Environment: The work is primarily performed in an office environment and requires alternating periods of walking and sedentary work. Typing and computer operation may involve long periods of hand and wrist movement. Work is typically performed in an adequately lighted and climate-controlled office. May require being in a clinical environment to accomplish tasks. Some infrequent travel (no more than 25%) may be expected for this position to have ability to meet with local providers away from duty station to make the best use of their time and schedules. 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

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 San Francisco VA Medical Center 4150 Clement Street San Francisco, CA 94121 US
• Name: Brenda Villalta
• Phone: (713)677-3699
• Email: [email protected]