The Supervisory Program Specialist reports to the Executive Staff Assistant to the Medical Center Director and is located in the Office of the Medical Center Director VA West Palm Beach. He/she provides support to top management in the overall operations of the Medical Center including interim staff support or management roles secondary to staff absences, i.e., Public Affairs Officer, Assistant to Medical Center Director.

Duties

Provides leadership and supervision in the ongoing improvement and deployment of an integrated Customer Service and Patient Advocacy Program focused on ensuring optimal patient and employee satisfaction and patient advocacy throughout the Medical Center. Manages the Medical Center Patient Advocacy program including the supervision, guidance, and direction to subordinate patient advocate and cultural transformation staff assigned within Office of the Medical Center Director. Oversees Veteran issue resolution processes throughout the Medical Center. Provides for the systematic collection and analysis of customer feedback data and reporting systems and leading efforts to improve patient focused processes. Applies health care management principles to the planning, execution and administration of health care services delivery systems. Leads organization wide performance improvement efforts and knowledge of performance improvement approaches and methods (LEAN, Plan-DO-Check- Act), tools, and evaluation method. Apply skills in developing new methods and approaches to planning, integrating and evaluating the programs assigned. Develops written materials and making oral presentations that will increase the understanding among the public's with varying levels of comprehension of VHA programs and policies or opposition or indifference to the Agency program objectives. Plans and assigns work to be accomplished based on priorities, considering the difficulty of work and capabilities of employees. Ensures that agency policies and priorities are being followed; develops performance standards; and evaluates work performance of subordinates. Interview candidates for positions within the assigned work unit recommends appointments, promotions, and reassignments. Identifies and provides training needs; develops methods to improve production or increase the quality of work within the area of authority, and carries out Equal Employment Opportunity policies and program activities. Work Schedule: Monday-Friday, 8:00am-4:30pm Virtual: This is not a virtual position. Position Description/PD#: Supervisory Program Specialist/PD023700 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, 12/23/2024. 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-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: You may qualify based on your experience as described below: Specialized experience GS-12: 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: Demonstrates experience in customer service or patient advocacy; organizational performance improvement efforts, ability to utilize and analyze customer service related tools and reports, and evaluation methods; developing written materials and making oral presentations; determining objectives and strategies; coordinating with other parts of the organization to accomplish goals; monitoring and evaluating the progress and outcomes of operational plans. NOTE: The specialized experience must be clearly supported by your resume to receive credit. We will not make assumption regarding experience. You will be rated on the following Competencies for this position:Managing Human ResourcesOrganizational Performance AnalysisPlanning and Evaluating 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 using office equipment such as computers, telephones, fax machines, and photocopy machines. May require occasional travel. 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 West Palm Beach VA Medical Center 7305 North Military Trail West Palm Beach, FL 33410 US
• Name: Desiree Floyd
• Phone: 443-989-6906
• Email: [email protected]