Program Analyst

Department Of Veterans Affairs Palm Beach , FL 33480

Posted 3 months ago

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  • Duties




Within the Veterans Health Administration, VISN 8 is setting the standard with this innovative Clinical Contact Center, and it is an exciting opportunity for you to partner with like-minded professionals in meeting our mission while being a pioneer in the virtual field. Employee engagement is key to the Center's success, and staff will be working with new technologies, knowledge systems, and resources as a high performing team with plenty of opportunities for contributing ideas and strategies.

Learn more about this agency


The Program Analyst serves as a Data and Quality Specialist for the Veterans Integrated Service Network (VISN) 8 Clinical Contact Center (CCC). He/She is responsible for obtaining, analyzing and distributing data pertaining to the performance of the VISN 8 CCC. As well as performing quality assurance and compliance audits to ensure the organization is meeting local and national VHA standards and guidelines. This position will also be responsible for the authoring, maintenance and accuracy of the content on the VISN 8 CCC Knowledge Management (KM) system. Duties and responsibilities include, but are not limited to:

  • Responsible for authoring and managing content within the Knowledge Management site.

  • Performing quality assurance and compliance audits.

  • Compiles reports on performance metrics and completes the CCC dashboard.

  • Oversees the Data and Document Manager Center and monitors the concurrence tracking process for new policies and documents.

  • Develops monitoring and reporting tools for the VISN 8 CCC.

Work Schedule: Monday through Friday, 8:00 am

  • 4:30 pm

Telework: Available

Virtual: This is not a virtual position.

Position Description/PD#: Program Analyst/PD11046A

Relocation/Recruitment Incentives: Not Authorized

Permanent Change of Station (PCS): Not Authorized

PCS Appraised Value Offer (AVO): Not Authorized

Financial Disclosure Report: Not required

Travel Required

Occasional travel

  • You may be expected to travel for this position.

Supervisory status


Promotion Potential


  • Job family (Series)

0343 Management And Program Analysis

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  • Requirements



Conditions of Employment

  • You must be a U.S. Citizen to apply for this job

  • Designated and/or random drug testing may be required

  • 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


To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 09/01/2021.

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. Specialized experience is defined as:

  • Knowledge of VA policies and procedures especially in the areas pertaining to customer service, patient enrollment, eligibility and scheduling practices.

  • Knowledge of computer systems, data collection concepts for medical centers, including a variety of operating systems, databases, functions and options, terminal codes, language and computer applications.

  • Knowledge of technical aspects of hardware and software. Must be able to maintain equipment to include routine service and identifying any necessary repairs.

  • Knowledge of VA laws and regulations pertaining to eligibility, and benefits as they relate to the delivery of health care.

  • 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 or LL.B. or J.D., if related.

  • OR

  • Combination: Applicants may also combine education and experience to qualify at this level. You must have an equivalent combination Specialized Experience (less than 1 year) and the minimum Education substitution in which the percentages equal 100% of the requirement. Note on Education: only graduate education in excess of a masters or equivalent graduate degree, OR 2 full years of progressively higher education leading to such a degree OR an LL.B or J.D, if related, may be used to qualify for the Experience/Education combination at the GS-09 grade level.

You will be rated on the following Competencies for this position:

  • Auditing

  • Database Management Systems

  • Manages Resources

  • Oral Communication

  • Problem Solving

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:Position requires prolonged periods of sitting, typing and answering phone calls. The work is mostly sedentary; however, it occasionally requires carrying light objects such as files, books and papers.

For more information on these qualification standards, please visit the United States Office of Personnel Management's website at


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: 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:

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Program Analyst

Department Of Veterans Affairs