Summary This position is assigned to the Caregiver Support Program (CSP) and serves as the Program Support Assistant to the CSP. The primary duties of the Program Support Assistant (PSA) are program development, assist with data collection, analysis of trends, and implementation of best practices. Responsibilities DIRECT HIRE AUTHORITY: This position is being filled using Direct-Hire Authority (5 CFR 337.205) for this occupation. Major duties include: Coordinates and implement a comprehensive outreach initiative designed to facilitate the delivery of services to caregivers and their Veterans at their respective locations. Serves as the first point of contact and subject matter expert regarding questions about the program, coordination of referrals, building community partnerships, caregiver utilization, data reporting, and any other administrative support tasks required to support the program at the facility level. Provides resources and referrals to Veterans and caregivers, who are seeking caregiver support services, regarding program services, concerns, appeals of decisions and ratings. Obtains as much information as possible, provides information, resolves problems, and makes decisions regarding caller referral based on specific caller needs and location. Provides guidance on the appeals process and advises on whether or not the Veteran and caregiver followed the proper steps at their local facility. Monitors and evaluates caregiver activities (utilization of referrals/resources, trainings, appointments with the Veteran, caregiver strain, etc.), assessments, and enrollment processes and makes recommendations for improvements for the Caregiver Support Programs. Collaborates with the CSP PSAs across the VISN assist with providing education and consultation to community partners and stakeholders, such as Veteran Service Organizations, faith-based organizations, United Way, fraternal organizations, and other nonprofits, to enhance and improve referrals and resources for caregivers and their Veterans at their local facility. Maintains a comprehensive list of community resources and services for the program. Monitors and reviews tracking information for caregivers and Veterans who utilize community and VA referrals and resources at each facility via database developed, the Caregiver Record Management Application (CARMA) IT system, and/or CPRS. Represents the CSP in the community and VA at community, PACT, and VA staff meetings. Provides education and consultation to community and VA providers about the program and the MISSION Act. Monitors the MISSION Act and provides updates to local VA leadership, VA providers, community providers and Veteran Service Organizations. Assists in the planning, review, and reporting of data/statistical results of program/project studies; performs basic analysis of the data and generates a variety of reports; coordinates incoming data from a variety of sources, reviews documents and reports for omissions and inconsistencies, and ensures data entry is complete and accurate. Assists with maintaining CARMA database for each Veteran/caregiver (information needed for VACO reporting). Gathers other mandatory data from multiple sources for the completion of required reports for the medical center, the VISN and national offices in support of the program's operations. Performs administrative duties to facilitate treatment and services for Veterans. Under supervision of an MSW gathers appropriate clinical information from the medical chart to assist in the completion of clinical eligibility packages for the VISN team and accomplishment of required administrative goals. Performs periodic reviews of clinical charts to ensure completion of necessary documentation in accordance with accrediting institutions. Tracks forms and creates a database to ensure the timeliness of time sensitive materials. Performs telephone triage and brief assessment- assists Veterans, families, medical center staff and community agency personnel who are seeking Caregiver Support services. This may include identifying and contacting available clinicians in response to urgent needs of Veterans, families and caregivers. Screens all calls and visitors for the CSP, answering most questions on established policy or routine matters. When calls are referred to the Caregiver Support Coordinator, the incumbent furnishes readily obtainable information to aid in the discussion. Accepts telephone calls from Caregiver Support staff in the field, other VA staff, and/or community agency staff, regarding program inquiries, program concerns, etc. Incumbent obtains as much information as possible, provides information and resolves problems independently when possible, prioritizes, and makes decisions regarding caller referral based on specific caller needs. Work Schedule: Monday thru Friday; 8:00 am to 4:30 pm Telework: This position may be authorized for Ad-Hoc telework per Agency policy. Virtual: This is not a virtual position. Position Description/PD#: Program Support Assistant-Caregiver Support/PD921080 Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): Not Authorized Requirements Conditions of Employment You must be a U.S. Citizen to apply for this job To be considered for this position, you must complete all required steps in the process. In addition to the application and questionnaire, this position requires an online assessment. The online assessment measures critical general competencies required to perform the job. Selective Service Registration is required for males born after 12/31/1959 Physical Requirements: The work required does not inherently include any physical requirements essential for successful job performance that could not otherwise be performed with accommodation or workplace adjustment. A pre-placement physical examination is not required. 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 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 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, 04/30/2026. 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-6 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Examples of specialized experience would typically include, but are not limited to: Experience working with standard operating procedures; Experience accessing and extracting data from various sources to create spread sheets and reports; Experience coordinating the workload and oversight of administrative processes; Experience retrieving data and generating correspondence, forms, and reports; Experience communicating both verbally and in writing. 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 and is performed by sitting, standing, bending, and stooping. The employee is required to obtain records from files, and carry files, manuals, and other light objects. Occasional travel is required to provide support at conferences, workgroups, programs or 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 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. Reasonable Accommodation (RA) Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application. Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments, based on your adjudication decision. You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments if you received the link after the close of the announcement. To determine if you need a RA, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments. This job opportunity announcement may be used to fill additional vacancies. The Interagency Career Transition Assistance Plan (ICTAP) and Career Transition Assistance Plan (CTAP) provide eligible displaced 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/. VA Healthcare System Serving Ohio, Indiana and Michigan (VISN 10) advocates for a Whole Health System of care in each of the Medical Centers. This is an approach to healthcare that empowers and equips people to take charge of their health and well-being and live their lives to the fullest. As an employee operating in a Whole Health System of care, you will operate in a model with three core elements, seeking to create a personalized health plan for each Veteran. This is done in the @context of healing relationships and healing environments and a connection back to the Veteran's community. This aligns with the Veterans Health Administration (VHA) Mission Statement to Honor America's Veterans by providing exceptional health care that improves their health and well-being.
