Summary The employee will serve as the Social Science Specialist (Crisis Responder) which is part of the Veterans Crisis Line (VCL). The VCL is a 24-hour, 7-days-a-week, 365-days-a-year service aimed at connecting callers worldwide to a caring, qualified Veterans Administration employee. The VCL's mission is to provide 24/7, world-class suicide prevention and crisis intervention services to Veterans, Service Members and their family members. Responsibilities Major duties of this Crisis Responder position include, but are not limited to, the following: Implements suicide/mental health crisis prevention strategies; Conducts interviews and utilizes assessments tools to assess emotional, functional, and/or psychological conditions; Assists Veterans and their family/friend/significant other with issues regarding the Veterans' mental health issues, referrals, benefits, support groups; Provides psycho-education and directs advice regarding suicide/mental illness crisis; Provides support for the identification of veterans at high risk, and coordinates enhanced care; Completes structured diagnostic and clinical assessments; Keeping a caller, texter, or chatter engaged while multi-tasking to document work, look up resources, and instant message for assistance when needed; Prepares and maintains records and reports in accordance with program guidelines; Works collaboratively with other members of the VA Crisis Hotline Program to identify appropriate services for Veterans in crisis; Makes outgoing calls to Veterans if a Veteran has sent an email or letter to the White House, or some other government agency. If selected for the position, the Veterans Crisis Line has a comprehensive training that you will attend during your first weeks. As a new employee you will be expected to successfully complete all parts of the training, to include completing a final competency assessment with a score of 80% or higher. Failure to attain a passing score on the cumulative competency assessment may result in a determination that you are not qualified to progress in your employment with the Veterans Crisis Line. Selected applicants will be required to complete an online onboarding process that will be directed from the VCL Onboarding Team and the Staffing Onboarding Team. This will include pre-employment tasks to be completed prior to final job offer. Work Schedule: The VCL operates 24 hours a day, 7 days a week. Work schedules are designed to ensure continuous coverage and may include evenings, nights, weekends, and holidays to support the VCL mission and operational needs. Newly hired Crisis Responders are required to work any assigned shift during their training period, which may include evenings, nights, weekends, and holidays. After successfully completing all training requirements and being cleared to work independently, Crisis Responders will remain on their assigned training shift until the next VCL tour process assigns new tours. The tour process allows all Crisis Responders to request permanent shifts based on internal seniority. However, staffing and operational needs of the VCL will take priority in all scheduling decisions. Compressed/Flexible Work Schedule: Not available This is a remote position. Selectees will work 100% of the time in a non-VA-owned space outside of the local commuting area of a parent station. The employee's workspace must be suitable for conducting business and as such, remote employees are expected to provide a secure, distraction-free home-based worksite with reliable high speed internet connectivity. The employee will be required to travel to the closest VA Medical Center or VA Outpatient Clinic for issuance of equipment, and as needed for technical support. Selectees will be required to self-certify that their remote workplace meets all safety, privacy, and internet speed requirements. Selectees are responsible for providing their own physical equipment like desks, chairs, lamps, etc. Functional Statement #: 07742A Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required This is a bargaining unit position The Veterans Crisis Line (VCL) is aware of the inherent risks involved in managing callers who frequently contact VCL and may exhibit inappropriate or abusive behaviors. Crisis Responders will be expected to manage stressful interactions with callers while maintaining a high level of professionalism and emotional resilience. VCL utilizes standard operating procedures and best practices /interventions to identify patterns of abusive behavior to ensure the well-being and safety of the customer and VCL staff are encouraged through supportive measures. 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 Must be proficient in written and spoken English. 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. Complete all application requirements detailed in the "Required Documents" section of this announcement. As a condition of employment for accepting this position, you will be required to serve a 1-year 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 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, 05/12/2026. Basic Requirements: United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. English Language Proficiency: Social Science Specialists (Crisis Responders) must be proficient in spoken and written English. See 38 U.S.C. § 7403(f). Education and Experience: Applicants must meet at least one of the basic requirements below: Successful completion of a bachelor's degree or higher from an accredited college or university. The degree must be in a behavioral health or social science related field appropriate to the work of the position (e.g., psychology, social work, sociology, family counseling, mental health counseling, nursing, ministry and criminal justice); OR, Two years of specialized experience as a first responder (e.g., Police, Medic, Emergency Medical Technician, Emergency Dispatch, etc.) or in a social science related field that included behavioral health crisis response, and two years of higher education (i.e., above the high school level) from an accredited college or university in a behavioral health or social science related field appropriate to the work of the position (e.g., psychology, social work, sociology, family counseling, mental health counseling, nursing, ministry and criminal justice); OR, Successful completion of a bachelor's degree from an accredited college or university in any field and, one year of specialized experience that included behavioral health crisis response or mental health counseling. Grade Determinations for Social Science Specialist (Crisis Responder), GS-11: Specialized Experience: In addition to the basic requirements, you must have one year of creditable experience equivalent to the GS-9 grade level, which is directly related to the position to be filled; OR Education: Ph.D. or equivalent degree from an accredited college or university in a behavioral health related field appropriate to the work of the position (e.g., psychology, social work, sociology, or family counseling). Demonstrated Knowledge, Skills, and Abilities. In addition to meeting the specialized experience or education above, the candidate must demonstrate the following KSAs: Ability to provide an evidenced based crisis intervention through a variety of modalities (e.g., telephone interviews, chat/text services, or social media forums). Ability to carry out crisis management steps while withholding judgment on controversial behaviors and not imposing one's values during the contact. Ability to effectively prioritize complex problems quickly and respond appropriately in a crisis situation. Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. Physical Requirements: Work is primarily sedentary, but requires extreme patience and controlling ones emotions. 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. Education IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education. Transcripts: A transcript must be submitted with your application. Transcripts must depict the name of the college to determine accreditation, and your name must also be displayed on the transcripts. If qualifying based on a degree, or for positions requiring a degree, the transcript must show the date the degree was conferred. If selected, you must provide official transcripts. Transcripts should state degree conferred, and have a date. Copies of Official Transcripts are accepted and are the best way to ensure your education is interpreted correctly in accordance with OPM qualification standards, but unofficial transcripts are accepted if they contain all the required information. Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. Foreign education and certificates of foreign equivalency are not accepted for this position. Additional Information Order of Referral: This job announcement will remain open until 05/12/2026. Applications received up to 11:59pm EST on the date in which 100 applications is reached will received first consideration (initial cutoff). Applications received after 11:59pm EST on the date in which 100 applications are received may not receive consideration unless otherwise requested by management. Additional applications will be reviewed in one-day increments at management request. 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. 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. VA may offer newly-appointed Federal employee's credit for their job-related non-federal experience or active duty uniformed military service. 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. During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions. This job opportunity announcement may be used to fill additional vacancies. This position is in the Excepted Service and does not confer competitive status. VA encourages persons with disabilities to apply. The health-related positions in VA are covered by Title 38, and are not covered by the Schedule A excepted appointment authority. 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.
