Supervisory Program Specialist at Veterans Health Administration

About the role

The primary purpose of the position is to serve as the Manager of the VA Northern California Health Care System Telephone Access Program under Benefits and Data Management Service (BDMS). The Telephone Access Manager is responsible for development, coordination, and implementation of all systems related to the patients' care experience via phones, Audiocare and other related programs. Major duties and responsibilities include, but not limited to: Responsible for effectively and efficiently managing the day-to-day administrative and technical operations of the Telephone Access Program. Responsible for the oversight of the telephone access program, including the assurance that all patient care calls into the VANCHCS meet the local and national standards of performance. Actively engaged in planning for program growth and adjustments for new requirements. Updates, maintains, and creates all Audiocare changes and requests. Develops policies and procedures that accurately describe and support the goals of the Telephone Access Program. Works with various services to set-up queues, user accounts, ad-hoc reports and troubleshooting for Cisco Unified Call Center telephone system. Responsible for the patient experience in accessing care via the phone system. This includes Audiocare and the interactive voice response program of telephone access. Develops matrix measures to monitor outcomes, provides ongoing analysis and evaluation of effectiveness and efficiency of program. Monitors and supervises the operations of the Telephone Access program, and specifically managing Call Center. Plans work to be accomplished by subordinate Supervisory Medical Support Assistants and Data Manager, sets priorities, and designates suspense dates for completing work. Review's workloads and makes assignments or reassignments, as appropriate, and reviews final product for quality/quantity. Develops, reviews, and updates position descriptions/functional statements to ensure improvement or enrichment of duties and improvement in job satisfaction. 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: Monday - Friday, 8:00 am to 4:30 pm Virtual: This is not a virtual position. Position Description/PD#: Supervisory Program Specialist/PD02164-O and PD11597-O Relocation/Recruitment Incentives: Not authorized Critical Skills Incentive (CSI): Not approved Permanent Change of Station (PCS): Not authorized Special Employment Consideration: VA encourages persons with disabilities to apply, including those eligible for hiring under 5 CFR 213.3102(u), Schedule A, Appointment of persons with disabilities [i.e., intellectual disabilities, severe physical disabilities, or psychiatric disabilities], and/or Disabled veterans with a compensable service-connected disability of 30% or more. Contact the Agency Contact for information on how to apply under this appointment authority via the Selective Placement Coordinator. The Interagency Career Transition Assistance Plan (ICTAP) and Career Transition Assistance Plan (CTAP) provide eligible displaced Federal/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/. To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 08/26/2026. 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-9 position you must have served 52 weeks at the GS-7. For a GS-11 position you must have served 52 weeks at the GS-9. 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: GS-09 Minimum Requirements: 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. Examples of specialized experience would typically include, but are not limited to: apply analytical and evaluative techniques to identify, consider, and resolve issues or problems of a procedural or factual nature; use PC software, such as Microsoft Excel, Word, Access, PowerPoint and Outlook; prepare written reports and/or presentations; effectively communicate with subordinate staff, internal and external stakeholders, as well as Veterans and their families; perform supervisor duties such as assign and review work, establish performance standards, maintain and improve employee morale, and initiate disciplinary action. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have successfully completed two (2) years of progressively higher-level graduate education, or masters or equivalent graduate degree, or LL.B. or J.D., in a related field of the position to be filled. Education at the graduate level must have been obtained in an accredited college or university and must demonstrate the knowledge, skills, and abilities necessary to do the work of this position. NOTE: Transcripts must be submitted with application. Education cannot be credited without documentation. OR, Combination: Applicants may also combine education and experience to qualify at this level. You must have an combination of specialized experience and education beyond the first year (18 semester hours) of graduate school may be used to qualify applicants for the GS-09 level. GS-11 Minimum Requirements: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-9 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: providing assistance in the oversight, management, and/or coordination of a health care program and/or services; performing personnel management and administration responsibilities for an organization with varied functions and activities; applying knowledge of policies, regulations, and guidelines pertaining to the effective operation of a program, coordinating activities, tracking costs/budget, etc.; and establishing and maintaining effective working relationships at all levels of key management officials and charitable organizations/sponsors, applying tact, ingenuity, and resourcefulness. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have successfully completed a Ph.D. or equivalent doctoral degree or 3 full years of progressively higher level graduate education leading to such a degree or LL.M., if related NOTE: Transcripts must be submitted with application. Education cannot be credited without documentation. OR, Combination: Applicants may also combine education and experience to qualify at this level. You must have an combination of specialized experience and education beyond 2 years of graduate school may be used to qualify applicants for the GS-11 level. You will be rated on the following Competencies for this position: Accountability Communication Computer Skills Customer Service Decisiveness Flexibility Human Resources Management Interpersonal Skills Organizational Awareness Performance Measurement Problem Solving Resilience 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 the incumbent may be subject to stressful situations due toshort turnaround timeframes required by requests from Public Affairs, the Joint Planning Office, theOffice of the Chief, BDMS, or the VANCHCS Director's Office. The incumbent may be required towork long hours and some nights, or weekends. Some walking, standing, bending, and carryingitems such as books, papers and computer records are also required. The employee is required towork with computer equipment at least 75% of the time which impacts on hand and wrist motions.There may be some driving of an automobile to various site locations within the VANCHCS. 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/. You must be a U.S. Citizen to apply for this job Selective Service Registration is required for males born after 12/31/1959 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 or trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.