Summary Lexington Health Care System is recruiting for a Supervisory Program Specialist (Veteran Experience Officer), GS-301-12, who directly maintains a work liaison relationship with Veteran's service organizations, community groups, and others whose interest is in helping and protecting Veterans, their families, and their representatives. Responsibilities This position serves as the Veteran Experience Officer (VEO) at LVAHCS and is aligned in the Office of the Assistant Director, reporting to the Assistant Director. The Veteran Experience Officer will work directly with the executive team and leaders across the healthcare system to assess and communicate performance and to create change at all levels of the organization. Duties and Responsibilities for the GS-12 Supervisory Program Specialist include, but may not be limited to: Provides program oversight, coordination, and leadership related to Veteran Experience across organizational lines. Collects, analyzes, and trends data related to Veteran satisfaction or Voice of the Veteran. Provides briefings or presentations regarding VE initiatives an data to executive leadership, service chiefs, and front-line employees. Chairs the VE Committee and helps influence strategic projects related to Veteran Experience. Evaluates subordinates' performance and counsels employees to resolve performance and conduct problems. Translates Veteran feedback into recommendations for leadership regarding initiatives to improve the overall Veteran experience. Addresses concerns from Veterans, family members, congress, etc. Translate management goals and objectives into coordinated operations, including management of resources. Reviews data from various feedback mechanisms, analyzes, summarizes, and implements business solutions to support Veteran experience and satisfaction. Collaborates with services and programs to gain feedback and resolve Veteran problems, concerns, and unmet needs. Communicates the VHA and Lexington VAHCS mission and policies to Veterans and staff. Routinely engages with key stakeholders such, including VISN, Congress, community partners, and accrediting bodies , by face-to-face, telephone, email, or written methods. Determine training needs to ensure facility meets goals and objectives related to Veteran Experience. Other duties as assigned. Work Schedule: Monday-Friday | 7:30am-4:00pm Telework: This position may be authorized for AdHoc telework. Telework eligibility will be discussed during the interview process. Position Description/PD#: Supervisory Program Specialist/PD303770Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Authorized Permanent Change of Station (PCS): Authorized PCS Appraised Value Offer (AVO): Authorized Requirements Conditions of Employment You must be a U.S. Citizen to apply for this job Selective Service Registration is required for males born after 12/31/1959 Subject to background/security investigation Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued dentification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP) As a condition of employment for accepting this position, you will be required to serve a 1-year probationary period or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider: your performance and conduct; the needs and interests of the agency; whether your continued employment would advance organizational goals of the agency or the Government; and whether your continued employment would advance the efficiency of the Federal service. Upon completion of your probationary period or trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest. Qualifications To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 03/23/2026. 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. Permanent Employee Status: If you are unsure if you have permanent employee status to be considered for this position, you can verify your status by referring to Box 24 on your most recent SF-50. The box must have a 1 or 2 in order to be considered for this position. In addition to the Time-in-Grade Requirements, you must also meet the following specialized experience:GS-12 Supervisory Program Specialist - SPECIALIZED EXPERIENCE: Carefully read the following descriptions of the required specialized experience for the Supervisory Program Specialist (Veterans Experience Officer), GS-0301-12 position. Your resume must support your response. Applicants 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. Specialized Experience for this position includes the following: Knowledge of the mission, organization, programs, and requirements of healthcare delivery systems to plan, organize and implement an exceptional Veterans Experience Program. Knowledge of Patient Rights and Responsibilities, Veterans benefits, clinical appeals process, caregiver appeals process, etc., to act on behalf of the facility Director to resolve problems, expedite services or implement necessary corrective measures with established facility policies and where appropriate through committee participation. Knowledge of the Medallia, PAT, and VSSC data sets for measurement of patient experience and satisfaction Ability to communicate to exchange meaningful information among individuals and groups in face-to-face or telephone interactions using various visual and auditory methods to learn, inform, persuade, inspire, motivate, and influence along with presenting information and ideas clearly and in writing to conduct internal and external business. Ability to analyze problems using qualitative and quantitative analytical techniques and skill in conducting interviews with supervisors and employees with the ability to present both oral and written recommendations concerning physicals, drug testing, and medical material. Ability to demonstrate administration and management skills, with thorough knowledge of agency administrative practices such as correspondence control practices, offices processes, regulations and rules in keeping with senior management decision makers affecting the administration and delivery of healthcare services. Ability to translate management goals and objectives into well-coordinated and controlled work operations; assess qualifications, abilities and continuing educations needs of staff and determine appropriate resources to meet those needs; ability to manage/supervise; i.e., plan, organize, delegate, direct, control and review activities of the program and coordinate with multidisciplinary team members and subordinates. Ability to establish and maintain effective relationships with and gain the cooperation of management, co-workers, maintenance and operations including peers at VHA facilities, on complex and controversial issues. Knowledge and recognition of the different functions and motivation of various groups in the healthcare system and ability to communicate effectively to resolve problems and coordinate programs. Ability to plan, organize and monitor work, set priorities, conduct studies/evaluations, determine short or long-term goals and strategies to achieve them; coordinate, evaluate, analyze and manages projects. Knowledge of the components for ensuring an exceptional Veterans Experience Program is in place with processes to implement the latest developments in customer service; service recovery, community outreach and patient advocacy are deployed and consistent with VA/VHA, VISN 9 and Lexington VA Healthcare Systems standards and criteria, national codes and relevant Joint Commission requirements. Skill in the application of interpersonal relationships sufficient to provide advisory and consultant services to Veterans, caregivers, stakeholders, internal service partners and community liaisons. Skill in the application of providing consulting services to others on VHA Veterans Experience expectations, criteria, and standards. Preferred Experience Included in "How You Will Be Evaluated Section" To be creditable, specialized experience must have been equivalent to the GS-11 level in Federal service to qualify at the grade 12.NOTE: Evidence of specialized experience must be supported by detailed documentation of duties performed in positions held. Please provide such documentation on resume. You will be rated on the following Competencies for this position: Administration and Management Communication Customer Service (Clerical/Technical) Lead or Supervise A one-year supervisory/managerial probationary period may be required. 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. Basis for Selection: Selections for positions will be based on the objective evaluation of the candidates' total qualifications for the position. "Qualifications" means the combination of experience, training, education, skills, knowledges, abilities, personal characteristics, and merit factors deemed to be pertinent to successful performance. Physical Requirements: The work is primarily sedentary, although some slight physical effort may be required such as walking, bending, standing, carrying items such as medical records and assisting personnel in wheelchairs. Most work can be done while seated, at a desk and computer keyboard. Frequent walking may be required for frequent and routine point of care rounding. Incumbent may travel to all sites of care within the LVAHCS for employee education and training programs, as well as employee and community Town Hall meetings. 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. Additional Information Receiving Service Credit for Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed. This job opportunity announcement may be used to fill additional vacancies. If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement. Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act.
