Training Instructor (Clinical Contact Center) – Detail NTE 120 Days

Summary

This announcement is to solicit applicants for a detail to the position of Training Instructor, GS-1712-09 within VISN 21 Clinical Contact Center. This detail opportunity is not to exceed 120 days but may be extended as needed. Selected candidate may be made permanent without further competition. Formal detail requires service/division chief or higher approval to apply.

You will not be considered if documentation of approval is not provided with your application package.

Duties

• The Training Instructor, GS-1712-09, functions as part of the Clinical Contact Center (CCC) team to accomplish the VA’s mission, vision, and goals.
• The incumbent of the position must possess strong leadership skills and extensive knowledge of an outpatient clinic environment, inpatient hospital environment, extensive knowledge of the National Scheduling Directives, Computerized Scheduling Systems, Enrollment and Eligibility requirements, insurance capture and other computer hardware and software programs.
• Duties for the position include but are not limited to: Responsible for the design, development, and training of all administrative personnel assigned to scheduling patient appointments throughout the VISN 21 Clinical Contact Center.
• These duties include developing learning objectives, training content, participant handouts, and interactive, participant-centered, accelerated learning activities; implementing developed content and activities; and measuring success of learning activities.
• Research information for course content; VHA Directive searches; searches of appropriate audiovisual and other supplemental training tools; and using judgment in selecting the most appropriate tools and teaching methods from a wide variety of possible choices.
• Works in tandem with all CCC Chiefs, Managers and Leads to ensure technical compliance and strategic alignment and may teach several topics within the complex curriculum.
• Work with facility, counterparts, and subject matter experts to implement and adjust curriculum materials to incorporate new, relevant information, as required by National, VISN, and/or local directives and strategic goals.
• Provides guidance and assistance to the CCC Core Services (i.e., Scheduling and Administration, Clinical Triage, Virtual Clinic Visits, and Pharmacy) Leadership on local strategic priorities and National VA requirements for program content, including technical assistance in revising existing course content and designing new content in order to comply with any applicable directives, policies, new mandates, etc. Responsible for compliance, reporting, and planning specific to any related performance monitors or measures.
• Formally evaluates the effectiveness of staff and program and curricula content, evaluates participant feedback, and determines changes as needed.
• Participates in meetings, peer review activities, conferences, and training programs relevant to the development and maintenance of the VISN CCC scheduling education and training standards.
• Track timely completion of all internally assigned employee education modules as presented via Talent Management Service (TMS).
• Perform audits as an objective and systemic evaluation to provide an independent assessment of the employee performance of scheduling activity, telephone skills, customer service and other activities related to job function.
• Responsible for scheduling and facilitating various courses, with participant groups ranging from specific staff to health care system-wide groups and is responsible for accommodating the learning needs of various participant groups across the VISN.
• Responsible for independently facilitating large groups and smaller groups.
• They provide consistent information in regularly repeating classes and in curriculum which must build upon itself to maximize impact in order to develop the learner over time.
• Performs other related duties as assigned. **Employee is responsible for having high speed internet, that is compatible with working remotely. **Please note that employees currently occupying a non-Title 5 position are not eligible for consideration for this detail opportunity.
• Only those occupying a Title 5 position are eligible for consideration. **Applicants will be reviewed in groups of 50 in the order in which their application was received.
• Those applicants not providing all required documents will NOT be reviewed.
• Work Schedule: Monday – Friday; 8:00 a.m. – 4:30 p.m. PST; Subject to change to meet the needs of the Agency Telework: This position may be authorized for telework.
• Telework eligibility will be discussed during the interview process.
• Virtual: This is a virtual position.
• Position Description/PD#: Training Instructor (Clinical Contact Center) – Detail NTE 120 Days/PD497-02358-O Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Authorized Permanent Change of Station (PCS): Not Authorized

Requirements

• 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.

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/.

How You Will Be Evaluated

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. Area of Consideration: Eligible applications will be reviewed and referred in the following order: CTAP Eligible Current permanent VA employees of the VISN 21 Clinical Contact Center All other VA employees

Required Documents

To apply for this position, you must provide a complete Application Package which includes:

• Documentation of Service Chief Approval to Apply
• Resume **Documentation sufficient to demonstrate approval to apply includes an email, memo, signed letter, or any other written documentation of approval to apply to this opportunity.
• The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position.
• Please make sure you have included other documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50’s (current/former Federal employees), documentation to support Veterans Preference claims, or ICTAP/CTAP documentation (for displaced Federal employees).
• You will not be contacted for additional information.
• Cover Letter DD-214/ Statement of Service Disability Letter (VA) Documentation of Service Chief Approval to Apply Professional Certification
• Resume Separation Notice (RIF) SF-15 SF-50/ Notification of Personnel Action Transcript SF-50, Notification of Personnel Action (if applicable for Time in Grade and/or Eligibility): Most recent SF-50 if you are a current or former Federal employee An SF-50 showing 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 Award 50’s do not provide sufficient information and will not be accepted for the purpose of verifying time-in-grade.
• Examples of appropriate SF-50’s include: Within grade increases at the highest grade held; or Promotions with an effective date more than one year old; or SF-50’s at the highest grade held with an effective date more than one year old.
• Veterans’ Preference: When applying for Federal Jobs, eligible Veterans should claim preference for 5pt (TP), 10pt (CP/CPS/XP), or for Sole Survivor Preference (SSP) in the questionnaire.
• You must provide a legible copy of your DD214(s) which shows dates and character of service (honorable, general, etc.).
• If you are currently serving on active duty and expect to be released or discharged within 120 days you must submit documentation related to your active duty service which reflects the dates of service, character of service (honorable, general, etc.), and dates of impending separation.
• Additionally, disabled veterans and others eligible for 10-point preference (such as widows or mothers of eligible Veterans) must also submit an SF-15 “Application for 10 Point Veteran Preference” with required proof as stated on the form.
• Documentation is required to award preference.
• For more information on Veterans’ Preference, please visit Feds Hire Vets – Veterans – Job Seekers – Veterans’ Preference.