Summary The Program Support Assistant is located in Home Telehealth (HT). The primary function of the Program Support Assistant is to perform administrative, analytical, planning, and evaluative work in support of the associated telehealth programs, which includes providing administrative support, telephone answering, data collection, installation of home-based telehealth devices, troubleshooting devices and systems, supply processing, and inventory oversight. Responsibilities Job duties include, but are not limited to: Perform administrative, analytical, planning and evaluative work in support of the associated telehealth programs. Collecting and analyzing data and assisting with coordination of enrolled patients. Assist with future proposals and/or projects that are implemented. Ensures patient privacy by adhering to the Health Information Privacy and Portability Act (HIPPA), Privacy Act of 1974 and the Health Information Technology for Economic and Clinical Health Act (HITECH). Identifies issues, problems or conditions and seeking alternative solutions based on evaluation of the intent of applicable rules, regulations and procedures. Setting up VANTS and/or meetings for interviews, staff meetings, education, weekly huddles and other various training sessions and other collaborations. Emailing, faxing, copying, collecting and distributing mail to facilitate inter-facility and intra-facility mail upkeep. Provides mailing services to include a variety of letters, fliers, enrollment/discharge information, tailored patient education material based on the individual's disease management protocol. Responsible for establishing and maintaining an inventory of all HT equipment and will order office supplies as needed and/or requested by staff. Providing administrative support, answering telephone, data collection, installation of home-based telehealth devices, troubleshooting devices and systems, supply processing and inventory oversight. Analyzing program-specific reports from various databases including VHA Support Service Center Capital Assets (VSSC) and web-based vendor sites tracking statistical information in support of program operations. Organizes and maintains patient health information and retrieves a variety of computerized reports. Considered as an expert in Microsoft Word, Excel, Microsoft Teams, PowerPoint, Outlook and Adobe. Serves as the point of contact for patients, family members, caregivers, medical center staff, community agencies and various stakeholders. Answering phones and fielding calls to direct Veterans to appropriate personnel, will manage voicemails and return calls in a timely manner. Work Schedule: Monday-Friday from 7:30 AM- 4:00 PM Virtual: This is not a virtual position. Position Description/PD#: Program Support Assistant (OA)/PD60120A 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. 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, 11/16/2026. 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-6 position you must have served 52 weeks at the GS-5. 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. Proficiency Requirement: In addition to meeting time-in-grade and experience requirements, applicants for this position must show possession of the following skills: 40 words per minute typing speed. 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-5 in the normal line of progression for the occupation in the organization. Examples of specialized experience include: Providing administrative support to a hospital or office setting; participates in performance improvement activities; able to retrieve and manipulate and create reports; ability to work with different software programs including Access, Microsoft Word and Excel to input and retrieve data as required; processing incoming and outgoing materials such as correspondence, reports, and other forms of written communication establishing priorities and setting deadlines. You will be rated on the following Competencies for this position: Accountability Attention to Detail Customer Service Decision Making Flexibility Integrity/Honesty Interpersonal Skills Learning Reading Comprehension Reasoning Self-Management Stress Tolerance Teamwork Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. 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 basically sedentary but requires walking, standing, bending, and carrying light items such as books, papers, office supplies, and telehealth equipment. The weight of the items is not to exceed 25 pounds. No special physical demands are required to perform the work. Driving from main campus to patients' homes will be required in the completion of home visits. The incumbent must be flexible in adjusting to constant changes in the workload. 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/.
