The Supervisory Program Specialist serves as full time Program Manager for the Customer Relations and Outreach a(CR&O) Section within the Office of Community Care at the SFVAHCS. In collaboration with the Director and Deputy Director of Community Care, you are responsible for initiation, implementation, oversight, and evaluation of all program activities required for local, regional, and national initiatives centered on improving the internal and external customer experience.

Duties

Duties of the position will include but not be limited to: Incumbent is responsible for planning and directing the activities of subordinates while ensuring training and support needs are met for an appropriate work environment. Develops performance standards and evaluates the work of supervised employees. Oversees employees' duties to ensure that agency policies and priorities are followed. Effects disciplinary procedures, such as warnings, reprimands, and admonishments; more serious disciplinary actions such as suspensions and terminations are referred to a higher-level management official. Interviews and selects candidates for subordinate positions and recommends promotions and reassignments. Reviews, tracks, and makes recommendations to ensure timely coordination of the OCC's customer relations and outreach program Incumbent is responsible for the oversight of care coordination efforts, validate Veteran's eligibility and demographics, and direct staff to training resources as needed. The incumbent must fully understand the rules, regulations, and guidelines of the Community Care Program with a full understanding of the VA's MISSION Act, COMPACT Act, Medical Benefits Package, care coordination, scheduling directives consult medical document, and request for services management, call center operations, and customer relations and outreach management. Maintains records of that specify quality standards, practices, resources and the sequence of activities relevant to a particular process. Collects, monitors, and analyzes data pertaining to calls, customer inquiries, and request for services received by Community Care. Work Schedule: 07:30am - 04:00pm or 08:00am - 04:30pm. 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. Virtual: This is NOT a virtual position. Position Description/PD#: Supervisory Program Specialist/PD01067-0 Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): Not Authorized

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 09/19/2024. 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 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: Knowledge of standardized administrative practices and procedures to meet the demands of Community Care's consult management and care coordination which may include data collection and organization utilizing various programs. Knowledge of and ability to apply management tools and techniques (flow charts, cost/benefit analysis, graphs, spreadsheets, information systems and applications, time management) to conduct and compile analytical studies within Community Care Programs. Knowledge of all Community Care Programs, VA Scheduling and consult management practices and guidelines.. You will be rated on the following Competencies for this position: CommunicationsComplianceEducation and TrainingLead or Supervise 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 principally sedentary; however, duties routinely require walking, standing, bending, carrying, etc. in a normal office environment. Work also requires spending time performing keyboarding duties and speaking on the phone for extended periods of time. Work setting involves normal risks or discomforts requiring normal safety precautions typical in an office setting. Interaction with patients, community providers and other staff is via, computer-based phone software and videoconference. The incumbent will work with computers, videoconferencing equipment, and other electronic components 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 San Francisco VA Medical Center 4150 Clement Street San Francisco, CA 94121 US
• Name: Brenda Villalta
• Phone: (713)677-3699
• Email: [email protected]