Summary This position provides the critical technical & program support necessary to sustain Telehealth & Connected Care operations throughout VASNHS using clinical technologies which provide access to care to Veterans. This position supports the delivery of healthcare through all Telehealth modalities: synchronous, asynchronous & remote monitoring; It is imperative that the incumbent is a subject matter expert for all Telehealth & Connected Care technologies and information technology platforms. Responsibilities Provides technical support and consultative assistance for all Telehealth and Connected Care programs, technologies and systems Installs, configures, activates, and tests equipment, related peripherals, applications and software Provides training to the clinical staff on proper use of Telehealth and Connected Care technologies and systems Organizes and implements testing for compatibility of systems and equipment with remote sites Conducts site visits to determine educational and technical needs Provides technical support to Clinic-Based and Home Telehealth programs Evaluates communication hardware/software and troubleshoots network related problems in technology/system operational settings. Provides technical support and participation in the integration and testing of Telehealth networks Troubleshoots communication issues and repairs and maintains equipment Monitors the local Telehealth communications network activity Files activity reports include a log of trouble tickets, technical reports, and site assessments Schedules and provides Telehealth technology maintenance, readiness, and downtime Incumbent is a resource to offsite technicians and IT staff providing guidance, support, planning, and consultative services Conducts analysis of all CBOCs within VAMC/Healthcare System with VISN and Regional impact Develops and coordinates a wide variety of standard operating procedures with full and complete technical advice for telehealth technologies to ensure they are secured, ready for use within required/established timeframes and accounted for Prepares and tracks maintenance work orders, information systems, inventory records, and communicates with the National Telehealth Technology Help Desk (NTTHD) to facilitate troubleshooting, repair, and coordination of replacement equipment as necessary Maintains responsibility for facility inventory management and registering and maintaining telehealth end points and scheduling of simple and complex intra-facility, and interfacility telehealth appointments and multi-point video conference calls in the Telehealth Management Platform or other similar electronic resource-based scheduling system/application In collaboration with the FTC, resolves audit/inspection activities for all Clinical Telehealth and Connected Health activities Incumbent serves as a liaison with the VISN and work groups designated by the FTC. These links will be used by the incumbent to develop tracking mechanisms for various initiatives, progress reports and monitoring facility Telehealth equipment and workload activity issues for monthly status reports Develops methods for automating reports using a variety of software packages and applying judgment in selecting the most appropriate software @type; and modifies the existing tracking system to correct problems, or establishes a database management system to improve tracking methods Analyzes and integrates program technical, workload, and patient enrollment information Independently reviews quality and performance data (e.g. patient satisfaction surveys, image quality, performance metrics, clinic wait times, etc.) for Telehealth and Connect Care program effectiveness and satisfaction and develops process improvements as required. Analyzes statistical and demographic data to support program development and to aid in the establishment of goals and objectives. Identifies, selects and approves appropriate software @types (spreadsheets, database, word processing, etc.) to meet program needs based on an understanding of the functional capabilities and limitations of each, and the similarities, differences and integration of the software @types Serves as a contact and resource person for individuals requesting information about Telehealth and Connected Care programs, furnishing them with the desired information or directing them to the appropriate resource Acts as a liaison for the FTC between the different programs and is responsible for identifying and resolving problem areas between the different areas Communicates as required between various parties concerning meeting arrangements or necessary changes to meeting arrangements. Assists as required in booking of Telehealth video equipment, meeting rooms/venues, preparation of agendas/minutes and tracking follow-up items related to the meeting Assists FTC and/or assigned staff in preparing for meetings/presentations Collects data and develops information to be presented or included in reports Serves as a resource person to the Telehealth and Connected Care program and/or assigned representatives and ensures that needed information is provided in a timely manner. Performs other related duties as assigned. Work Schedule: Monday - Friday, 730am-4pm Telework: This position may be authorized for ad-hoc telework at supervisor discretion Virtual: This is not a virtual position Position Description/PD#: Program Specialist/PD000000 Relocation/Recruitment Incentives: 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 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, 08/25/2026. 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-09 position you must have served 52 weeks at the GS-07. 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 and/or education as described below: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-07 in the normal line of progression for the occupation in the organization OR Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have a master's or equivalent graduate degree or 2 full years of progressively higher-level graduate education leading to such a degree, such education must demonstrate the knowledge, skills, and abilities necessary to perform the work of this position (Transcripts required) OR Combination: Applicants may also combine education and experience to qualify at this level Preferred Experience: 1 year Telehealth Experience 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 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 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/.
