The incumbent serves as the Veteran Experience Officer to the Health Eligibility Center (HEC), Member Services (MS). Organizationally, the incumbent reports to the Associate Director of the Quality Assurance and Member Benefits (QAMB) Division, but the incumbent also responds to the needs and requests of the Director, HEC, Chief Operating Officer, all HEC managers and supervisors, other MS managers and supervisors, and other key program officials.

Duties

Manages the operations, development, evaluation, and improvement of the HEC Veteran /Patient Experience Program. Evaluates success of program initiatives and projects, modifying efforts as indicated. Leads a data driven program and is responsible for oversight of data collection, tracking and analysis processes and compliance related to the Veteran Experience program. Determines requirements, expectations, and preferences of Veterans/patients based upon assessment of customer feedback data from sources such as customer contact reports and surveys. Ensures policies and procedures are conducive to program goals and scheduled improvements. Collaborates with HEC and MS service leaders, supervisors, and managers to ensure data is accurately measured, monitored, and evaluated within all HEC business lines. Work Schedule: Monday through Friday; 40 hours per week; Tour of duty will be set based on organization need. 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. Position Description/PD#: Program Specialist/PD077750 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, 06/21/2024. 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: Leads a data driven program and is responsible for oversight of data collection, tracking and analysis processes and compliance related to the Veteran Experience program. Ensures policies and procedures are conducive to program goals and scheduled improvements. Determines requirements, expectations, and preferences of Veterans/patients based upon assessment of customer feedback data from sources such as customer contact reports and surveys. Develops mechanisms to allow Veteran/patients and employees to identify staff who they feel are providing outstanding customer service, and to provide those employees with positive recognition. Establishes standards and provides guidance regarding data collection, tracking, distribution, and communication. You will be rated on the following Competencies for this position: Decision SupportInformation ManagementKnowledge ManagementTechnical Credibility 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 sedentary. Typically, the employee sits comfortably to do the work. There may be some walking, standing, bending, carrying light items such as papers, books, or small parts. 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: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.

Contacts

• Address VHA Member Services 3401 SW 21st St Bldg 9 Topeka, KS 66604 US
• Name: Justin Essary-Pawar
• Phone: 405-339-1218
• Email: [email protected]