The primary purpose of the Lead Program Support Assistant is to serve as the initial point of contact for resolving unusual and complex problems and providing guidance and advice on related issues to Program Assistant staff.

Duties

Identifies, distributes, and balances workload and tasks among employees in accordance with established workflow, skill level and/or occupational specialization. Makes adjustments to accomplish the workload in accordance with established priorities to ensure timely accomplishment of assigned team tasks. Ensures that each employee has an integral role in developing the final team product. Serves as a coach, facilitator and/or negotiator in coordinating employee initiatives and in consensus building activities among staff members. Functions as the single administrative contact for a Veteran during any one visit to the facility. Understands the mission, goals, functions, organization, affiliations, policies, procedures, practices and administrative operations of the Healthcare System (to reply to correspondence and inquiries or to direct such contacts to the appropriate subordinate office or care line.) Handles customer complaints and escalated issues. Ensures that incoming requests for reports or information are processed immediately and those deadlines met. Maintains program and administrative reference materials, project files and relevant background documents and make available policies, procedures, and written instructions from the supervisor. Maintains current knowledge to answer questions from staff members on procedures, policies, directives, etc. Monitors and reports on the status and progress of work, checking on work in progress and reviewing completed work to see that the supervisor's instruction on work priorities, methods, deadlines, and quality have been met. Coordinates all outpatient appointments, ensuring that appointments are scheduled to preclude multiple trips to the facility whenever possible. Work Schedule: Monday - Friday / 8:00 am - 4:30 pm Virtual: This is not a virtual position. Position Description/PD#: Lead Program Support Assistant- Business Administration Service/PD03075A 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, 07/11/2024. 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-08 position you must have served 52 weeks at the GS-07. 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 work experience as described below: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-07 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Interprets and applies guidelines involving program and administrative processes in order to complete tasks assigned, process necessary forms, record and analyze data and resolve problems as they arise. Communicates effectively both orally and in writing, to express thought clearly, and to develop ideas in a logical sequence, in order to prepare or compose correspondence, convey statements of fact or make inquiries, and to provide assistance. Operates a variety of standard office and VA computer programs and databases to gather, analyze and display data utilizing templates, graphics, and spreadsheets. You will be rated on the following Competencies for this position: Customer Service (Clerical/Technical)LeadershipOrganizational Stewardship 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: This is primarily a sedentary position; however, the work requires some walking, bending, stooping, standing, stretching, and the carrying of objects such as moderately heavy medical records. Concentration and sustained performance under prolonged stress is required because of time factors involved in completion of work assignments and deadlines. 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 Palo Alto VA Medical Center 3801 Miranda Avenue Palo Alto, CA 94304 US
• Name: Desiree Carter
• Phone: 504-314-5492
• Email: [email protected]