This Position is located at the Salisbury Veterans Affairs Medical Center (VAMC) within the Veterans Integrated Service Network 6 (VISN 6), Salisbury NC, under Management Service Line. The incumbent is responsible for assisting in developing, implementing, coordinating and evaluating a comprehensive Customer Service program within the medical center and its three outpatient clinics.

Duties

MAJOR DUTIES: Assist to monitor actions for improving customer satisfaction based on review of national survey results, community survey results, internal survey results and focus groups. Track and trend customer data to identify trends of problem areas. And make recommendations regarding methods, practices, and procedures to address problem resolution. Work with the Customer Service Manager to coordinate, in collaboration with Employee Education staff, customer service training for all employees. Help to maintain Service Recovery program strategies within the VAMC. Work in collaboration with the Customer Service Manager to enhance the sharing of achievements among all levels of employees and customers. Work with multiple workgroups to facilitate the customer service initiatives approved by the Medical Center Director. Assist in implementing a customer service recognition plan for the VAMC. Work to publicize customer service programs within the VAMC. Assist in providing coordination between VISN Customer Service Program Manager and the Salisbury VAMC customer service program. Provide advice to medical center leadership, patient representatives, facility committees and front line staff in effective ways and behaviors that improve customer satisfaction Responsible for working with VA employees at all levels ·within the VAMC including VISN level. Incumbent works with key medical center staff, its committees and performance improvement teams, in the timely identification and resolution of system problems that impede internal and external customer service.· Evaluates current VAMC systems in an effort to distinguish customer service process problems and to propose solutions. Works with Customer Service Manager in the implementation of a customer service education plan and evaluation of an effective training program. Works with Customer Service Manager to design, implement, and facilitate training and educational programs for employees; the intent being to facilitate improved communication between management and employees, encourages informed decision making, and provides opportunity for employee involvement in system changes. Implements mechanisms to evaluate impact of training and areas for further development. Researches healthcare and business customer service best practices through literature review, networking and site visits for potential implementation at the medical center. Performs program support work such as correspondence control, communication, training program administration, special projects, and board/committee-related work. Work with Sharepoint software applications Work Schedule: Monday - Friday, 8:00am - 4:30pm Telework: Yes, AdHoc at Management approval Financial Disclosure Report: Not required Position Description Title/PD#: Program Specialist Veteran Experience Coordinator/PD#1490 Note: Occasional travel to other Veteran Experience offices within the Salisbury VA Healthcare System may be required from time to time for office coverage

Requirements

• You must be a U.S. Citizen to apply for this job
• Designated and/or random drug testing may be required
• Selective Service Registration is required for males born after 12/31/1959
• You may be required to serve a probationary period
• Subject to background/security investigation
• Selected applicants will be required to complete an online onboarding process

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 08/12/2024. 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-09 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. 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: Assists in planning, organizing, and caring out actions, training and coaching, involving the substance of customer service initiatives that effect both clinical and administrative areas throughout the VAMC. Decisions about how to proceed in planning, organizing and conducting studies are complicated by conflicting program goals and objectives within facilities which may derive from variations in the demand for program services. Works with the Customer Service Manager to develop information about the subject studied and measure customer service program accomplishments, and develop methods to improve the effectiveness with which the program. Conducts management surveys of various types of positions, to include administrative support activities to determine compliance with applicable regulations and procedures and sound management practices. Gathers factual information on the operations surveyed; observes procedural work in process; and reviews files and other record material on workload and accomplishments. Findings and recommendations are based upon analysis of work observations, review of production research of precedent studies, and application procedural administrative guidelines of operational policies, specific project guidelines of the VAMC.. You will be rated on the following Competencies for this position: Administration and ManagementChange ManagementHealth InformaticsOrganizational Performance AnalysisQuality ManagementVeteran and Customer Focus 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 some slight physical effort may be required. 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: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.

Contacts

• Address WG Bill Hefner Salisbury VA Medical Center 1601 Brenner Avenue Salisbury, NC 28144 US
• Name: Kelvin Nelson
• Phone: 980-267-1913
• Email: [email protected]