The primary purpose of the position is to improve the quality, efficiency, effectiveness of caregiver specific services received nation-wide by integrating processes necessary to achieve successful development and application of new technologies for use within the CSL and Caregiver Support Program. This vacancy may be filled in Washington, DC or a location to be determined

Duties

This announcement will close on 09/04/2024; the first 50 applications received will receive first consideration. Applications received after the initial cut-off number will not receive consideration unless otherwise requested by management. The incumbent performs the following major duties and responsibilities: Collects, analyzes and evaluates both quantitative and qualitative data to make recommendations to management and upper VA leadership. Has knowledge in telephone technology and technical skills to implement and maintain new technologies and reporting capabilities. Analyzes and evaluates proposed changes in mission, operating procedures and delegations of authority. Applies statistical analysis and interprets their significance, including validity of measures used to generate outcomes related to management quality of services and caller satisfaction. Initiates, develops and executes complex projects that support caregiver service needs, collaborating effectively in a lead role; and assists users in re-engineering processes for service efficiency and documentation. Extracts, analyzes and provides data to determine CSL staffing needs and call trends. Assists managers by advising on the distribution of work among positions and the appropriate staffing levels and skills mix. Conducts studies of employee/organizational efficiency and productivity and recommending changes or improvements in organization, staffing, work methods, and procedures. Serves as the SME and POC for implementing and using state of the art software, such as Power BI, CISCO products and CXI data warehouse to provide advanced VA analytics reports. The employee will train other users and be the point of contact for reports run through the CSP database as it relates to the CSL. Work Schedule: Required to work Monday through Friday, 8:00 am to 4:30 pm Compressed/Flexible: Available Remote: This is not a remote position 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 is authorized for telework. Telework eligibility will be discussed during the interview process. Virtual: This is not a virtual position. The employee may work at a VA facility or other VA-leased space other than the facility that is hiring the employee and is authorized for telework up to 50%. Position Description/PD#: Program Analyst/PD19978-A 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, 09/04/2024. 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-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. Examples of appropriate SF-50's include: Within grade increases at the highest grade held; or Promotions with an effective date more than one year old; or SF-50's at the highest grade held with an effective date more than one year old You may qualify based on your experience 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: Experience with Workforce Management software (WFM), call center data/analytics knowledge, SharePoint management/administrator, Microsoft power applications. You will be rated on the following Competencies for this position: Communication Technology Awareness Analytical Reasoning Systems Testing and Evaluation Technical Competence 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 of this position is primarily sedentary. No special physical demands are 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

There is no educational substitution at this grade level.

Contacts

• Address VSHO - Patient Care Services 2402 Wildwood Ave Suite 301 Sherwood, AR 72120 US
• Name: VHA National Recruitment Center
• Phone: (844)456-5208
• Email: [email protected]