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Veterans Affairs, Veterans Health Administration Program Specialist in Canandaigua, New York

Summary The employee serves as a Program Specialist for the VA Caregiver Support Line. The employee is part of the Quality Assurance and Training Team and reports to a Supervisory Social Worker and is responsible for the delivery of orientation, training and coaching of social service assistant (SSA) staff through silent monitoring. Responsibilities Training and Staff Development Responsible for silent monitoring of CSL SSA staff, in accordance with SEIU Agreement and VA call center expectations. Provides coaching, mentoring, focused training to ensure that SSAs are providing correct information and following policy, standards, and guidelines. Responsible for training and troubleshooting equipment, phone and media channel technology, Microsoft Office tools, WebEx, various apps, CSP database and issues with new CSL SSA staff. Coordinate with QA and Training Team, Shift Supervisors, and staff to schedule and oversee orientation for social service assistant responders, including self-study, group training and shadowing. Serve as the lead for orientation of new CSL SSA team members. Welcome new staff on campus to orient to the office and receive equipment and supplies (Travel may be required to go to VA to support orientation). Ensure written materials, including the CSL Manual is up to date and information is disseminated to SSA staff. Develop trainings for SSA staff as new information is available to include webinar, written or live presentations. Serves as the SME on call center customer experience for the CSL, and delivers customer service training to SSA staff. Program Operations Has and apply understanding of call center operations, including phone and media channel technology and other media outlets in order to advise and train CSL staff. Utilizes written, verbal and innovative communication techniques to deliver information and training to all CSL team members who work across multiple shifts. Completes administrative tasks of new employee in planning arrival in coordination with new employee, Administrative Officer and Hiring Manager, completing paperwork, development of training schedule, and all other applicable duties. Provides coverage for QA and Training team SSAs, GS-7 to assist with CSL telephone education group registration and reminders and RFI Lead assignments as needed. Program Evaluation Evaluates trends to ensure training activities improve outcomes for caregivers, Veterans and other customers to the CSL. Tracks trends, evaluating training needs of SSA staff to develop training to improve customer experience. Collect feedback from new staff, at designated intervals, and evaluate orientation experience and training material. Report findings to QA and Training Department and make adjustments to training plans. Compiles monthly satisfaction survey data through Veteran Signals (VSignals) and shares with CSL and CSP VACO Leadership. Compiles high-level satisfaction survey data and share with the CSL Team Review Likert score categories for all survey questions Ease/Simplicity, Efficiency/Speed, Quality, Satisfaction, Overall Trust. If any survey category percentage is below 90% report to QA lead. Review each Likert score below 90% and identify organizational and operational issues that lead to poor outcomes. Develop solutions to ensure services provided to caregivers and Veterans meet their needs, improve efficiencies of operations or overall CSL team performance. Promotion Potential: The selectee may be promoted to the full performance level without further competition when all regulatory, qualification, and performance requirements are met. Selection at a lower grade level does not guarantee promotion to the full performance level. Work Schedule: 8AM-4:30PM, M-F Compressed/Flexible: Not Available Telework: VA supports the use of telework as a way to help attract and retain talented individuals in public service, increase worker productivity, and better prepare the agency to operate during emergencies. This position may be authorized for telework. Telework eligibility will be discussed during the interview process. Virtual: This is not a virtual position. Position Description/PD#: Program Specialist, PD# 24891-A Relocation/Recruitment Incentives: Not Authorized Financial Disclosure Report: Not required Requirements Conditions of Employment You must be a U.S. Citizen to apply for this job Selective Service Registration is required for males born after 12/31/1959 You may be required to serve a probationary period Subject to background/security investigation Selected applicants will be required to complete an online onboarding process Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP) Participation in the Coronavirus Disease 2019 (COVID-19) vaccination program is a requirement for all Veterans Health Administration Health Care Personnel (HCP) - See "Additional Information" below for details. Qualifications To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 07/04/2022. 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-7 position you must have served 52 weeks at the GS-5. For a GS-9 position you must have served 52 weeks at the GS-7. 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. Examples of appropriate SF-50s include: Within grade increases at the highest grade held; or Promotions with an effective date more than one year old; or SF-50s at the highest grade held with an effective date more than one year old. In addition to the Time-in-Grade requirement, you must also meet specialized experience. You may qualify based on your experience as described below: GS-7 REQUIREMENTS GS-7 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. Specialized experience is defined as: provides coaching, mentoring, focused training to ensure that SSAs are providing correct information and following policy, standards, and guidelines; serve as the lead for orientation of new CSL SSA team members; develop trainings for SSA staff as new information is available to include webinar, written or live presentations; completes administrative tasks of new employee in planning arrival in coordination with new employee, Administrative Officer and Hiring Manager, completing paperwork, development of training schedule, and all other applicable duties. OR EDUCATION: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have 1 full year of graduate level education or superior academic achievement. OR COMBINATION OF SPECIALIZED EXPERIENCE AND EDUCATION: Applicants may also combine education and experience to qualify at this level. The preferred candidate would have a strong background in data management and GS-9 REQUIREMENTS GS-9 SPECIALIZED EXPERIENCE: You must have one year of specialized experience equivalent to at least the next lower grade GS-7 in the normal line of progression for the occupation in the organization. Specialized experience is defined as: provides coaching, mentoring, focused training to ensure that SSAs are providing correct information and following policy, standards, and guidelines; serve as the lead for orientation of new CSL SSA team members; develop trainings for SSA staff as new information is available to include webinar, written or live presentations; completes administrative tasks of new employee in planning arrival in coordination with new employee, Administrative Officer and Hiring Manager, completing paperwork, development of training schedule, and all other applicable duties. OR EDUCATION: master's or equivalent graduate degree or 2 full years of progressively higher level graduate education leading to such a degree or LL.B. or J.D., if related OR COMBINATION OF SPECIALIZED EXPERIENCE AND EDUCATION: Applicants may also combine education and experience to qualify at this level. You will be rated on the following Competencies for this position: CommunicationCustomer ServiceTeamwork 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 of this position is primarily sedentary. No special physical demands are required. Work Environment :The work environment involves everyday risks or discomforts that require normal safety precautions typical of locations such as offices, meeting and training rooms, and private or commercial vehicles. The work area is adequately lighted, heated, and ventilated. 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. 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: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html. Additional Information Receiving Service Credit or 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. To ensure compliance with an applicable preliminary nationwide injunction, which may be supplemented, modified, or vacated, depending on the course of ongoing litigation, the Federal Government will take no action to implement or enforce the COVID-19 vaccination requirement pursuant to Executive Order 14043 on Requiring Coronavirus Disease 2019 Vaccination for Federal Employees. Therefore, to the extent a VA job announcement includes language requiring applicants to be fully vaccinated against COVID-19 pursuant to Executive Order 14043, that requirement does not currently apply to this Job Announcement. VA may request information regarding your vaccination status, if selected, for the purposes of implementing other workplace safety protocols, such as masking, physical distancing, testing, travel, and quarantine. Due to COVID-19, VA is currently in an expanded telework posture. If selected, you may be expected to temporarily telework, even if your home is located outside the local commuting area. Once employees are permitted to return to the office, you will be expected to report to the duty station listed on this announcement. Management officials will provide information about returning to the official, pre-pandemic worksite, when applicable. At that time, you may be eligible to request to continue to telework depending upon the terms of your organization's telework policy and the duties of the position. If you are unable to apply online or need to fax a document you do not have in electronic form, view the following link for information regarding an Alternate Application.

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