Program Specialist (Customer Relations And Outreach)

Summary

This position will Serve as a Program Specialist Customer Relations and Outreach (CRO) located within the Office of Community Care Service at the VA San Francisco Healthcare System (SFVAHCS).

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Overview

• Accepting applications

• Open & closing dates

05/24/2024 to 06/04/2024

• Salary

$90,310 - $117,400 per year

• Pay scale & grade

GS 11

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Location

1 vacancy in the following location:

• San Francisco, CA

• Remote job

No

• Telework eligible

Yes-as determined by the agency policy.

• Travel Required

Not required

• Relocation expenses reimbursed

No

• Appointment type

Permanent

• Work schedule

Full-time

• Service

Competitive

• Promotion potential

None

• Job family (Series)

0301 Miscellaneous Administration And Program

• Supervisory status

No

• Security clearance

Other

• Drug test

No

• Position sensitivity and risk

Non-sensitive (NS)/Low Risk

• Trust determination process

Suitability/Fitness

• Announcement number

CBSW-12425028-24-BV

• Control number

792982500

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This job is open to

• Internal to an agency

Current federal employees of this agency.

• Career transition (CTAP, ICTAP, RPL)

Federal employees who meet the definition of a "surplus" or "displaced" employee.

Clarification from the agency

Only Open to Current, Permanent Employees of the San Francisco Veterans Affairs Health Care System

• SF-50 Required

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Duties

The primary purpose of the position is to facilitate the mission and goals of the SFVAHCS Community Care Program (CC) by working directly with community providers, health systems and groups. In this role, the Program Specialist is responsible for customer outreach with the intent of retaining and expanding the net-work of providers and the access to care associated to the Care Coordination Network. This will be accomplished by offering continuity to communications by serving as a primary POC for community vendors in need of training and education related to the CC Program. Additionally, CRO Program Specialist is responsible for coordination, administrative activity, tracking, investigation and writing of all official correspondence related to the CC Program. Through these primary responsibilities, the CRO Program Specialist will improve the internal and external customer experience by building and enhancing customer relationships and collaborations, educating customers, partners, and stakeholders on CC and its respective programs, both new and old.

Major duties include:

• Develops and deploys training as well as educational and outreach materials that emphasize and reinforce the policies and procedures of Veterans Health Administration and the Federal Government with respect to the Office of Community Care.

• Employ a variety of techniques to assess, analyze, deliver and verify training needs in order to establish long and short-range goals to meet identified needs that will foster the concept of the VA and the SFVAHCS as a learning organization.

• Serve as a spokesperson for the SFVAHCS CC Program, establishing them-selves as a CC liaison for local providers, health systems, and groups as well as to Veteran service organizations, Congressional Representatives and other internal/ external stakeholders as needed.

• Manages and/or prepares responses to correspondence and suspense items.

Work Schedule: Monday

• Friday, 08:00am

• 04:30pm

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 (Customer Relations and Outreach)/PD01364A

Relocation/Recruitment Incentives: Not Authorized

Permanent Change of Station (PCS): Not Authorized

Financial Disclosure Report: Not required

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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, 06/04/2024.

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-11 position you must have served 52 weeks at the GS-09. 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-09 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to:

• Utilizes administrative practices and procedures which may include data collection, organization utilizing various software programs; and inputting, uploading, retrieving, sorting and recording information from databases contained in internal and external computer program sources.

• Apply management tools and techniques (flow charts, cost/benefit analysis, graphs, spreadsheets, information systems and applications, time management) to conduct and compile analytical studies.

• Interpret various agency wide, VISN and local policies, procedures, guidelines and directives to fully accomplish major assignments successfully.

• Effectively communicate verbally and in writing with individuals of varying levels within various health care organizations concerning a wide variety of subjects. OR,

Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have 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 that demonstrates the knowledge, skills, and abilities necessary to do the work of this position. (NOTE: A transcript or course listing must be submitted if you are basing all or part of your qualifications on education. Applications submitted without this information will not be considered.) . 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 a Master's degree.

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

• Communications

• Customer Service (Clerical/Technical)

• Employee Development

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 and Work Environment: The work is primarily performed in an office environment and requires alternating periods of walking and sedentary work. Typing and computer operation may involve long periods of hand and wrist movement. Work is typically performed in an adequately lighted and climate-controlled office. May require being in a clinical environment to accomplish tasks. Some infrequent travel (no more than 25%) may be expected for this position to have ability to meet with local providers away from duty station to make the best use of their time and schedules.

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

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.

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/.

This job opportunity announcement may be used to fill additional vacancies.

If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement.

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• Benefits

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A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new window

Learn more about federal benefits.

Review our benefits

Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.

How You Will Be Evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE.

Narrative responses are not required at this time. If you are referred for consideration, you may be asked to submit additional job related information, which may include, but not limited to; responses to the knowledge, skills and abilities; completion of a work sample, and/or contact for an interview. Your resume and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect your rating or consideration for employment.

The Department of Veterans Affairs performs pre-employment reference checks as an assessment method used in the hiring process to verify information provided by a candidate (e.g., on resume or during interview or hiring process); gain additional knowledge regarding a candidate's abilities; and assist a hiring manager with making a final selection for a position.

For more information on the "Who may apply" eligibility requirements, please refer to the OHRM Status Candidates and Other Candidate Definitions document.

Placement Policy: The posting of this announcement does not obligate management to fill a vacancy or vacancies by promotion. The position may be filled by reassignment, change to lower grade, transfer, appointment, or reinstatement. Management may use any one or any combination of these methods to fill the position.

It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.

Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.