Summary This position is in Workforce Management team at the Veterans Health Administration (VHA) Member Services (MS) within Organizational Management & Development (OMD), Workforce Management (WFM). The incumbent provides real time staffing analysis and establishes controls to assist forecasting and scheduling analyst staff in maintaining service levels. This position is available at anyone of the following 5 locations, Smyrna, GA, Topeka, KS, Waco, TX, Fort Riley, KS and Hot Springs, SD. Responsibilities THIS IS NOT A VIRTUAL POSITION, YOU MUST LIVE WITHIN OR BE WILLING TO RELOCATE WITHIN A COMMUTABLE DISTANCE OF THE DUTY LOCATION Duties include but are not limited to the following. Organizational Analysis: 40% Applies analytical in evaluating methods and techniques to issues concerning efficiency and effectiveness of activities or functions related to HRC Contact Management, Clinical Services, and HEC Enrollment Case Management contact centers operations which Include optimizing the workforce. Evaluates, processes, or makes recommendations for effective organizational intraday staffing and adherence levels. Performs organizational analysis to ensure stability and generate deviation and adherence reports to assist management with appropriately allocating human resources. Program Oversight:20% Analyzes and evaluates on a quantitative or qualitative basis, the effectiveness of programs or operations in meeting establish goals and objectives. Analyzes program performance data to identify slippage and impact. Productivity Programs:20% Oversees productivity programs in contact management comprised of related functions related to real-time adherence (RTA). Provides productivity data by day, week and month to support forecasting and scheduling programs. Issues guidance and recommends changes in RTA to ensure the Case Management contact centers operates efficiently. Audits, Inspections, and Management Controls:20% Develops procedures and systems for establishing, operating, and assessing the effectiveness of administrative control systems and line or operating programs within HRC Contact Management, Clinical Services, and HEC Enrollment Case Management contact centers. Evaluates results of audits/inspections and forwards action items to responsible organization or owner. Work Schedule: Full Time, Monday - Friday, flexible tours of duty available between the hours of 6:30am - 5:30pm Recruitment & Relocation Incentives: Not authorized Critical Skills Incentive (CSI): Not approved Telework: This position may be authorized for ad hoc telework. 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 is primarily sedentary, although some slight physical effort may be 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 identification 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) - See "Required Documents" below for details. 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, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest. Qualifications To apply for this position, you must have the following qualifications: EXPERIENCE: You must have at least one (1) full year of specialized experience equivalent to at least the next lower grade level in the Federal service that includes applying analytical in evaluating methods and techniques to issues concerning the effectiveness of programs or operations in meeting establish goals and objectives; preparing and analyzing reports and work measurement data to assist management. -OR- EDUCATION: Two full years of graduate education or a master's degree, such education must demonstrate the knowledge, skills, and abilities necessary to do the work. -OR- Combination: Equivalent combinations of successfully completed graduate-level education (beyond 18 semester hours) directly related to the work of this position and specialized experience, as described above. Such education must demonstrate the knowledge, skills, and abilities necessary to do the work. Your experience must be fully documented on your resume and must include job title, duties, month and year start/end dates AND hours worked per week. 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. IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Overstating your qualifications and/or experience in your application materials or application questionnaire may result in your removal from consideration. Cheating on the online assessment may also result in your removal from consideration. 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 IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education. 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/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: https://sites.ed.gov/international/recognition-of-foreign-qualifications/. Additional Information 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. 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. 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. The Interagency Career Transition Assistance Plan (ICTAP) and Career Transition Assistance Plan (CTAP) provide eligible displaced Federal competitive service employees with selection priority over other candidates for competitive service vacancies. To be qualified you must submit appropriate documentation and be found well-qualified (have a final rating of 80 or more before any Veterans preference points) for this vacancy. 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/.
