Summary The primary purpose of this position is to evaluate the productivity, effectiveness, and efficiency of program operations, as well as to analyze and resolve issues related to staffing and the performance of administrative support activities. The role involves developing and applying criteria to assess and forecast progress toward achieving programmatic or organizational goals and objectives. Responsibilities Duties include but are not limited to the following: Develops and maintains high CBOC customer satisfaction levels by ensuring performance meets or exceeds expectations. Work closely with healthcare team members, point of service contacts, and patient advocates to ensure services are easily obtained, meet customer requirements, and quickly resolve department internal and external short-term & long-term problems. Conducts Environment of Care (EOC) rounds and identifies systemic difficulties in resolving to maintain standards with the Joint Commission. Oversee internal space alignments for services within the CBOC and work closely with the Facilities Strategy team for external moves to and from the CBOC. Create maximum efficiency in building operations via data collection and space alignment. Primary contact for the building's lessor, engineering, and janitorial services. Serves as the lead for work orders for building-wide issues. Primary lead for event coordination within the facility and works closely with the Public Affairs Office for coordination. Studies, analyzes, and evaluates customers' needs and develops and implements programs and specific solutions to meet those needs. Determines information requirements for improving customer service responsiveness. Develop program guidance, motivational materials, and information to facilitate participation in program initiatives. Provides advisory services to Clinical and Non-Clinical service lines for building operations and flow. Review data from numerous feedback mechanisms, perform studies, summarize information, identify trends, and propose and implement solutions. Prepares and completes required reports. Develops new information materials for CBOC facility customers, and services. Increase communication with the target audience. Conduct workshops, seminars, and other meetings with different staff members at different levels to explain and improve customer service. Presents ideas in new ways, increasing understanding of CBOC customer service standards, programs, and policies and reducing opposition or indifference to program objectives. Makes on-the-spot presentations and conducts focus groups to achieve a more balanced perspective among current and potential customers. The supervisor directs the various committees and is the Person of Contact (POC) for CBOC activities. Evaluate, process, or make recommendations for effective changes to CBOC Operations. Plans, conducts, and/or manages special projects or studies to analyze, evaluate, and provide recommendations on administrative programs or issues. Researches and analyzes problems, issues, or program requirements. Researches and analyzes unstable or uncommon administrative issues. Determines pertinent issues and collects relevant information from a wide variety of sources. Reviews information and applies standard analytical techniques. Develop recommendations, taking into account unanticipated changes and unusual factors. Performs other duties as assigned. Work Schedule: Intermittent Virtual: This is not a virtual position. Position Description/PD#: Program Specialist/PD145380 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 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. All applicants tentatively selected for VA employment in a testing designated position are subject to urinalysis to screen for illegal drug use prior to appointment. Applicants who refuse to be tested will be denied employment with VA. 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 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) 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, 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, 07/15/2026. 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: GS-12 Specialized Experience: Applicants must possess at least one (1) year of specialized experience equivalent to the GS-11 level in the Federal service. This experience must have equipped you with the particular knowledge, skills, and abilities to perform successfully the duties of this position, and that is typically in or related to the work of this position. Specialized Experience: Experience managing projects and developing programs with responsibility for data collection, management, and reporting and experience developing policies, reports and correspondence. Physical Requirements: The work is primarily sedentary but does require extensive walking between workstations within imaging service and remote service locations. There may be extended periods of time using and sitting in front of computers. There may be periods where bending and kneeling may be required. There may be extended periods of time when there will be work in a cold computer room. No special physical demands are required to perform the work period duties may require lifting and carrying computer equipment ( approximately 45 pounds) such as monitors, computer processing units (CPU's) and Unix Processing System (UPS) products. 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. 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 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. 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/.
