Summary The position serves as the Chief, Organizational Experience Service, and reports directly to the STVHCS Assistant Director/Chief Experience Officer performing a variety of management support functions and serving as coordinator for Patient and Employee Experience related activities in support of the Executive Leadership Team. Responsibilities Major Duties: Program oversight-oversees all activities related to organizational experience service. Establishes priorities for personnel, workforce development and education, safety, security, equipment, supplies, and allocation of resources as needed. Conducts a variety of special studies, planning studies and analyzes a wide variety of Medical Center management issues. Full responsibility for the comprehensive monitoring of the planning, coordination, and implementation of patient-centered care, patient experience, and employee experience activities, committees, and councils and other programs across the Health Care System. Directs, coordinates, and oversees work of subordinate staff. Meets the needs of customers while supporting VA mission. Responsible for developing local framework around domains of experience: Patient Communications; Environment; Measurement and Improvement; Employee Engagement; Voice of the Veteran; Culture; and Leadership Management. Creates a psychologically safe, just culture environment where all staff are encouraged and supported to be leaders who problem-solve every day. Identifies and implements solutions based on patient and employee feedback, facility rounding, and monitoring the patient and employee experience journeys. Stay abreast of current trends and preferred practices to create a more positive and human centered organization. Responsible for developing, implementing, coordinating, and evaluating a comprehensive program for facility experience. Works with program managers in the formulation of budgets for their respective sections, analysis of budget data, and advising management of shortages or ensuring the use of cost-effective measures. Work Schedule: 8:00 AM - 4:30 PM, Monday - Friday Telework: This position may be authorized for telework. Telework eligibility will be discussed during the interview process. Ad-Hoc Only. Virtual: This is not a virtual position. Position Description/PD#: Supervisory Program Specialist/PD000940 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not 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, 03/31/2026. 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-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: Applying knowledge of laws, regulations and policies that protect computerized files in order to maintain the required level of information security; applying analytical and evaluation methods and techniques to patient and employee experience issues; and Using a wide variety of computer and data management packages and VA databases including VISTA packages, current Microsoft Office programs, national and local VA databases (VSSC, Pyramid, etc.) to develop databases, analytical and graphic reports and other systems and files to effectively document, analyze and present program results. You will be rated on the following Competencies for this position: Administration and Management Decision Making Leadership Communications 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 sedentary. Some work may require movement between offices, hospitals, warehouses, and similar areas for meetings and to conduct work. Work may also require walking/standing, in conjunctions with travel to and attendance at meetings and/or conferences away from the work site. Incumbent may carry and lift light items weighing less than 15 pounds. 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.
