This position is located within the Veterans Experience Office (VEO), Veterans Tools and Implementation (T&I) Directorate, Implementation Division. The incumbent serves as a Veterans Tools and Implementation Division, Consultation Branch Chief, reporting to the Implementation Associate Director, providing oversight on consultation activities enterprise facilities. The incumbent leads a team of employees that consult with facilities on improving customer experiences throughout the VA enterprise.

Duties

Duties include, but are not limited to: Assigns work to subordinates and evaluates work performance. Gives advice, counsel, or instruction to employees on both work and administrative matters. Interviews candidates for positions, recommends approving, promotion, or reassignment. Hears and resolves complaints from employees. Effects minor disciplinary measures such as warnings and reprimands, recommending other action in more serious cases. Identifies development and training needs of employees, develops performance standards; develops subordinates in delivering Veteran-centric and customer-centric service; develops subordinates by identifying training and developmental opportunities; serves as coach, facilitator, and/or negotiator in coordinating team initiatives and in consensus building activities among team members. Serves as the Associate Director's lead for Consultation of the T&I Program in all VA facilities and continued consultation on T&I matters. Develops consultation strategies, manages rollout, timelines, milestones. Adjusts program and project timelines based on mission changes and requirements. Serve as a subject matter expert in the planning, coordination, consultation, and sustained cultural transformation of VA toward improved customer experience. As part of the T&I team, the incumbent will participate in the gathering of best practices and data, development of additional tools and resources, tailored consultation to VA facilities. The incumbent demonstrates ICARE (Integrity, Commitment, Advocacy, Respect, Excellence) values and promotes the VA WAY to include WECARE (Welcome, Explain, Connect, Actively Listen, Respond, Express Gratitude) behaviors and SALUTE (Say Hello, Apologize, Listen, Understand, Take Action, Express Gratitude) service recovery model both in direct interaction with staff, Veterans, and internal and external stakeholders as well as in the decision-making process. Promotes T&I by collaborating, consulting, mentoring, and building relationships with VA-staff, external subject matter experts, Veterans, their families and caregivers. The incumbent undertakes special projects, as assigned, to promote the cultural transformation and modernization of VA, to be a proactive veteran-oriented culture. Builds and sustains positive professional relationships with all levels of VA leadership. Collaborates with VA leaders on program goals, projects, and initiatives with intent to connect to agency/administration goals and projects for sustainment. Champions enterprise connections in new behaviors, local initiatives, and organizational goals and collaborates to ensure organizational initiative sustainment. Establishes and maintains working relationships with stakeholders holding opposing points of view. Work Schedule: Monday - Friday, 8:00 a.m. - 4:30 p.m. EST Telework: Available Virtual: This is not a virtual position. Position Description/PD#: Relocation/Recruitment Incentives: Not Authorized Financial Disclosure Report: Not required

Requirements

• You must be a U.S. Citizen to apply for this job
• 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, 11/25/2024. 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-14 position you must have served 52 weeks at the GS-13. 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. See the Required Document section below for more information regarding the SF-50s needed to verify time-in-grade. Driver's License: Must possess a valid driver's license QUALITY RANKING FACTOR: Extensive experience leading employees, conducting trainings, facilitating workshops, and implementing customer and patient experience programs. Highly Skilled in the principles and practices associated with managing employees and strong aptitude for effective written/oral communication and developing leadership solutions and strategic alignment and execution of goals. 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-13 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 leading staff, conducting trainings, facilitating workshops, and implementing customer and patient experience programs. Highly skilled in employee management, strategic planning, and effective written/oral communication, involved in developing leadership solutions and execution of goals. Experience with reviewing facility data, gathering direct feedback, and using performance metrics to improve practices is essential. Expertise in developing and rolling out consultation strategies, managing project timelines, setting team priorities, and preparing work schedules. Proficient at coaching, facilitating, and consensus-building within teams, applying Human-Centered Design for project development, and managing travel planning within mission guidelines. Experience in managing stakeholder relationships, change management, and strategic communications is needed, as is the ability to work collaboratively with leadership on program goals. Evaluates the work of subordinates and other staff, including providing strategic direction, evaluating team performance, and supporting organizational change efforts through proactive engagement with internal and external leaders and organizations. Evidence of this specialized experience must be supported by detailed documentation of like duties performed in positions held on your resume. You will also need to provide work experience information such as hours per week, full-time/part-time status, and starting/ending dates of employment (month and year format) to establish you have one (1) full year of specialized experience at the required grade level. You will be rated on the following Competencies for this position: Decision Making Oral Communication Workforce Planning Strategic Thinking Manages and Organizes Information Leadership 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. Incumbent may be required to stand and lead presentations for a length of time, each week. Incumbent will be required to have a valid driver's license to visit multiple locations within the regional area of responsibility. Extensive travel is required, estimated to be up to 75% of work time. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at http://://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: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.

Contacts

• Address Veteran Customer Experience VCE 810 Vermont Ave NW Washington, DC 20420 US
• Name: Dorian Bruce
• Phone: 909-602-4590
• Email: [email protected]