The incumbent function as the Chief, Consumer Relations Service for the VA Maryland Health Care System and will be organizationally located within the Office of the Associate Director for Operations. Responsible for overall Patient Advocacy, Patient Satisfaction, and Customer Service programming and supervision of the leadership staff of the Patient Advocacy, Patient Satisfaction, and Customer Service Programs and their subordinates assigned to the Consumer Relations Service.

Duties

Major Duties Include: Performs administrative work, which includes management and overall scheduling of conference calls and committee meetings for Patient Advocacy, Patient Satisfaction, and Customer Service activities. Makes recommendations on specific Patient Advocacy, Patient Satisfaction, and Customer Service projects and planning efforts which can be undertaken within existing resource levels and advises on the impact of efforts requiring additional resources. Plan work to be accomplished by subordinates, set and adjust short-term priorities, and prepare schedules for completion of work. Assign work to subordinates based on priorities, consideration of the difficulty of work and capabilities of employees. Evaluate work performance of subordinates. Give advice, counsel, or instructions to employees on work and administrative matters. Interview candidates for subordinate positions, recommend appointments, promotions and reassignments. Hear and resolve complaints, refer group grievances and serious, unresolved complaints to a higher level. Develop performance standards. Make decisions on work problems presented by subordinate supervisors/leaders. Hear and resolve group grievances or serious employee complaints. Review and approve serious disciplinary actions involving non-supervisory employees. "Whole Health is an approach to health care that empowers and equips people to take charge of their health and well-being and live their life to the fullest. The VA is committed to Whole Health and values Veteran and Employee health and wellbeing. As a VA employee, you will practice Whole Health in an environment that supports personalized and proactive care." Work Schedule: Monday-Friday 8am-4:30pm Telework: Not Available Virtual: This is not a virtual position. Position Description/PD#: Program Specialist/PD18010O 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, 12/12/2024. 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-13 position you must have served 52 weeks at the GS-12. 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: Experience that equipped the applicant with the particular knowledge, skills, and abilities to perform successfully the duties of the position, and that is typically in or related to the work of the position to be filled. To be creditable, specialized experience must have been equivalent to at least the next lower grade level in the normal line of progression for the occupation in the organization. You will be rated on the following Competencies for this position:CommunicationDecision MakingLeadershipManaging Human Resources 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 requires considerable walking; and lifting and transporting relatively light pieces of equipment, brochures, materials and supplies. Work Environment: The work is usually performed in an office setting. The work is primarily sedentary, although some slight physical effort may be required. Work is typically performed in an adequately lighted and climate controlled office. Occasional travel 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

There are no educational requirements at this level.

Contacts

• Address VA Maryland Health Care System 10 North Greene Street Baltimore, MD 21201 US
• Name: Prudence Barrett
• Phone: (410) 691-7310 X47310
• Email: [email protected]