The incumbent serves as the Chief of the Veteran Experience Service, as well as the Lead Patient Advocate for the VA Pacific Islands Health Care System (VAPIHCS). The incumbent is aligned under the Medical Center Director and is responsible for providing leadership for the Veteran Experience Service. The Veteran Experience Service includes the Office of the Patient Advocates, Employee Engagement, Voluntary Services, and Public Affairs.

Duties

Promotion Potential: The selectee may be promoted to the full performance level without further competition when all regulatory, qualification, and performance requirements are met. Selection at a lower grade level does not guarantee promotion to the full performance level. Work Schedule: Monday - Friday 7:00am - 3:30pm Telework: Available Ad-Hoc Position Description/PD#: Program Management Officer (Chief of Veteran Experience Service)/PD005300 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Through overall coordination of these programs, the incumbent is responsible for planning, developing, implementing, evaluating and coordinating a comprehensive customer service program at VAPIHCS. The incumbent is responsible for working with VA employees at all levels within the organization, including those at the VISN and VA Central Office (VACO). The incumbent works with Medical Center leadership, Chief of Quality Safety and Value, Clinical Service Chiefs and others, in the timely identification and resolution of system problems that impede internal and external customer service. Duties of the position include, but not limited to: He/she provides specialized services and guidance in the analysis of current processes and the development and implementation of practices to fully engage Veterans and their family members in improvement efforts, thus impacting the health care system's goal of providing exceptional care and services to Veterans. A clear understanding of the Performance Improvement (PI) process is essential to the position. He/she also serves as the liaison between the medical center, Veterans, staff, and the community regarding the patient experience, patient rights and advocacy. Through effective supervision and management of the Patient Advocates, Employee Engagement, Voluntary Services, and Public Affairs, the incumbent will ensure the full implementation and management of the Veteran Experience Service, timely resolution of patient and family complaints, identify and participate in the identification and collection of system issues, educate staff regarding patient centered strategies and analyze data, identifying trends and patterns that create difficulty for patients or families.

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 12/23/2024. 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 as described below: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade (GS-12) 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 that is progressively responsible for analytical or administrative, or clinical management, or supervisory experience in the health care field performed in a health care facility or a higher organizational echelon with advisory or directional authority over such facilities with close working relationships with facility managers and analysis/coordination of administrative, clinical, or other service activities; Advanced knowledge and understanding of the principles of organizational change management; Applying analytical and evaluation methods and techniques to patient and employee experience issues; Utilizing a variety of qualitative and/or quantitative methods to assess healthcare program effectiveness; Executing budget analysis studies to produce reports/analysis and make recommendations to management; Executing personnel and procurement requirements to maintain a Service line; Strategic planning; Performing analyses of Veteran demographics and healthcare service demand; Creating Veteran engagement initiatives; Crafting strategic planning and organizational communication initiatives focusing on the provision of healthcare to the Veteran population; And developing medical center staff programs building organizational alignment and employee engagement. You will be rated on the following Competencies for this position: IngenuityLead or SupervisePlan and organize workWork as Member of Team 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 performed in an office environment and requires alternating periods of walking and sedentary work. Manual dexterity is required for operating office equipment. Typing and computer operation may involve long periods of hand and wrist movement. Work is performed primarily in an office setting which is adequately lighted, temperature controlled, and ventilated. Office temperatures fluctuate periodically. 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.

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: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.

Contacts

• Address Spark M Matsunaga Department of Veterans Affairs Medical Center 459 Patterson Road Honolulu, HI 96819 US
• Name: Michael Flournoy
• Phone: 415-221-4810
• Email: [email protected]