Summary This position is located in the Department of Veterans Affairs (VA), Veterans Health Administration (VHA), Mid-Atlantic Health Care Network (VISN 6), VA Health Care System (VAHCS), Fayetteville, NC in the Executive Office and is a key member of the Assistant Director's Management Staff for the HCS Fayetteville, NC and shares responsibility for station planning, programming, budgeting and general administration. Responsibilities Major duties include but are not limited to: The incumbent reviews and advises the Director on specific problems or sensitive issues affecting the patient/family-centered care experience and service excellence; coordinates and oversees the development and implementation of improved Veteran experiences policies, plans, procedures and internal controls to remediate improvement areas and related deficiencies; establishes baseline standards for delivery of services and interaction between staff. Develop actions for improving customer satisfaction based on review of national survey results, community survey results, internal survey results and focus groups. Design and conduct actions and initiatives incorporating measurable results to be used to address complex customer service issues. Incumbent maintains accountability to the Assistant Director for all matters pertaining to the Veteran experience, patience care advocacy. Performs management and/or program support work such as planning, research, analysis, correspondence control, communication, training program administration, special projects, board/committee-related work and program liaison for the Customer Service Program within Fayetteville, NC VA Coastal HealthCare System. Develops and prepares statistical reports and graphic presentations and keeps medical center leadership updated on a recurring basis and oversees the Veteran Experience and Customer Service training programs at all sites of care. Provides technical and administrative supervision to the Engagement and Experience Customer Service Program. Establish performance standards and evaluates the performance of subordinate staff makes determinations on grievances, recommends training and approves leave of subordinate staff. Exercises a full range of managerial and supervisory personnel management responsibility and authority in directing Customer Service Program personnel. Incumbent oversees the proactive Veteran Experience Program to promote customer relations and a culture of excellence, serving as a liaison between the Veterans, staff and other supporting activities. Develops both long and short-range policies and plans for the organization by coordinating the customer service and medical administration needs of the medical center or network. Plays a central role in developing and coordinating internal review systems to assure that both internal and external customer service activities are in compliance with agency and accrediting and regulatory requirements. Performs other related duties as assigned. Work Schedule: 8:00a.m. -4:30 p.m., Monday-Friday Telework: Ad-hoc at the Supervisor's discretion Virtual: This is not a virtual position. Position Description/PD#: Supervisory Program Specialist/PD083720 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required 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, 04/03/2026. 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.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-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: Experience collaborating with stakeholders and executive leadership across organizations. Serving as or assisting the technical advisor to develop, manage, and lead initiatives to improve customer service. Assisting with the review and evaluation of program progress, organizational goals, and status of ongoing programs. Supporting leadership decision-making by gathering data and performing research on customer feedback. Experience with the PATS-R system and VEO staff management. You will be rated on the following Competencies for this position: Customer Service Data Management Human Resources Management Leadership Organizational Awareness Self Management Technical Competence 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: Although work is primarily sedentary, assignments will often involve periods of walking, standing,bending and stooping to execute logistics for the Veteran Experience Program or customer serviceevents and presentations at various sites of care, and within community settings. 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 or 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. The Interagency Career Transition Assistance Plan (ICTAP) and Career Transition Assistance Plan (CTAP) provide eligible displaced Federal/VA competitive service employees with selection priority over other candidates for competitive service vacancies. To be qualified you must submit appropriate documentation (a copy of the agency notice, your most recent performance rating, and your most recent SF-50 noting current position, grade level, and duty location) and be found well-qualified for this vacancy. To be well-qualified: applicants must possess experience that exceeds the minimum qualifications of the position including all selective factors, and who are proficient in most of the required competencies of the job. Information about ICTAP and CTAP eligibility is on OPM's Career Transition Resources website at http://www.opm.gov/policy-data-oversight/workforce-restructuring/employee-guide-to-career-transition/. This job opportunity announcement may be used to fill additional vacancies. Pursuant to VHA Directive 1193.01, VHA health care personnel (HCP) are required to be fully vaccinated against COVID-19 subject to such accommodations as required by law (i.e., medical, religious or pregnancy). VHA HCPs do not include remote workers who only infrequently enter VHA locations. If selected, you will be required to be fully vaccinated against COVID-19 and submit documentation of proof of vaccination before your start date. The agency will provide additional information regarding what information or documentation will be needed and how you can request a legally required accommodation from this requirement using the reasonable accommodation process 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.
