This position is located within Community Care Service at VANCHCS, working with superior interpersonal skills, and with numerous health care professionals, and other VA staff. Community Care is a team of support staff providing timely, high quality healthcare for a diverse age range of Veterans being referred into the community. The goal of Community Care is to make timely referrals to include authorization, scheduling, coordination of care and determinations of eligibility of care.

Duties

Duties for the position include but are not limited to: Direct supervisor of One (1) GS-8 Supervisory MSA Serves as an educator/advisor providing guidance and clarity to employees; assists in the development of their team members; ensures that all employees are fully engaged in the mission and vision of the organization. Interviews and selects candidates for positions and makes appointments, promotions, and reassignments to positions. Develops performance standards and evaluates the work of supervised employees. Gives advice, counsel, and instruction to supervised employees on both work and administrative matters. Hears and resolves complaints and grievances from supervised employees. Effects disciplinary procedures, such as warnings, reprimands, and admonishments. Planning and implementing call and customer contact center strategies and operations; monitoring performance; soliciting and acting on feedback from internal and external customers; improving systems and processes; and managing staff. Determines call center operational strategies by conducting needs assessments, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews. Maintains and improves call and customer contact center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades. Conducts daily monitoring of Community Care consults, scheduling practices, and coordination, ensuring it aligns with the VA Mission Act, Office of Community Care Field Guidebook (OCC FGB), and consult management policies and directives to ensure that Community Care meets patient care demands. Responsible for setting and meeting customer service targets as well as planning areas of improvement or development. Ensures that calls and other inquiries (PATS, White House Complaints, Congressionals),and other systems, are thoroughly answered by staff within agreed timeline and in an appropriate and polite manner. Participates on various committees and workgroups as assigned by his/her direct Supervisor, Business Manager, and/or Chief, Community Care, and shares information learned from those committees/workgroups with all Community Care staff as needed. Manages and/or prepares responses to correspondence and suspense items. Works with staff at all levels to develop appropriate responses to Veteran patients and their families, their representatives, VACO, White House, and legislature representatives as well as community providers and partners. Participates in annual vendor fairs with community providers as a way to collaborate and build relationships. Develop and maintain core education and outreach programs through the provision of programs that will address the mission, values, and goals of VANCHCS, VISN, and VHA as they relate to the Office of Community Care and the deployment and implementation of the MISSION Act. Develops and oversees the outreach and education programs on CC for community providers, Veterans, and their representatives such as their caregivers, Veterans Service Organizations, and Congressional representatives. Collects, monitors, and analyzes data pertaining to all open consults for Community Care. Responsible to use and interpret data on VA Data Portals, such as, but not limited to, VSSC, Pyramid Analytics and Consult Cube in order to review and track Community Care's Top Performance Metrics (pending, active and scheduled consults) to identify gaps, errors, and best practices to improve timeliness of care for Veteran referrals to the community. Other duties as assigned. Work Schedule: 8:00am to 4:30 pm Monday thru Friday Telework: . Telework eligibility will be discussed during the interview process. Position Description/PD#: Supervisory Program Specialist/PD01645O 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, 08/13/2024. 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 at least one (1) full year of specialized experience equivalent to at least the next lower grade level (GS-9) in the Federal Service, that is directly related to the work of the position and has equipped you with the particular knowledge, skills and abilities to successfully perform the duties as a Supervisory Program Analyst. Qualifying specialized experience includes educator/advisor providing guidance and clarity to employees; interviews and selects candidates for positions and makes appointments, promotions, and reassignments to positions; develops performance standards and evaluates the work of supervised employees; oversees employees' duties to ensure that agency policies and priorities are followed; gives advice, counsel, and instruction to supervised employees on both work and administrative matters; effects disciplinary procedures, such as warnings, reprimands, and admonishments; planning and implementing call and customer contact center strategies and operations; soliciting and acting on feedback from internal and external customers; improving systems and processes; determines call center operational strategies by conducting needs assessments, capacity planning, and cost/benefit analyses; conducts daily monitoring of Community Care consults, scheduling practices, and coordination, ensuring it aligns with the VA Mission Act, Office of Community Care Field Guidebook (OCC FGB), and consult management policies and directives to ensure that Community Care meets patient care demands; Creates and maintains a quality assurance program to include monitoring random calls to improve quality, minimize errors and track operative performance. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have successfully completed a Ph.D. or equivalent doctoral degree, or 3 full years of progressively higher level graduate education leading to such a degree, or an LL.M. if related that demonstrates the knowledge, skills, and abilities necessary to do the work of this position. NOTE: Transcripts must be submitted with application. Education cannot be credited without documentation. OR, Combination: Applicants may also combine education and experience to qualify at this level. You must have an equivalent combination of successfully completed education and specialized experience directly related to the work of the position as outlined above that meets the requirements of the position. Only education in excess of a master's or equivalent graduate education may be used to qualify applicants for the GS-11 level. NOTE: If using education combined with specialized experience to qualify, a copy of your transcript is required. You will be rated on the following Competencies for this position: AuditingCommunicationComputer SkillsCritical ThinkingEmployee 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 work is primarily sedentary, although there may be some physical effort required through the use of computers or transporting documents, presentations, and pamphlets to outreach events. Work is typically performed in an adequately lighted and climate controlled office.Travel within VANCHCS sites of care and to community provider's offices is expected for this position for outreach and collaboration. 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 VA Northern California Health Care System 10535 Hospital Way Mather, CA 95655 US
• Name: LaShawna Norman
• Phone: 202-745-8000 X53186
• Email: [email protected]