Program Assistant

Summary

The Program Assistant provides administrative and management support for the Office of the Medical Center Director and the Veteran Experience Office. Serves as a liaison for the Veteran Experience Office in a variety of situations requiring coordination/assistance for patients and their family members, Medical Center Staff, Congressional Staff, and additional contacts outside of the organization.

Duties

• Major duties include, but are not limited to the following: Refers Veteran/Family concerns to the respective Service or Patient Advocate, unless it can be resolved at the Program Assistant level Acts as the liaison to other managers and staff within the Medical Center and provides accurate advice on procedures, reports, requirements, and other matters necessary to implement the Medical Center Policies, Directives, and instructions Advises the Staff Assistant and the Veteran Experience Officer of important office issues arising during the Staff Assistant's and Veteran Experience Officer's absence, and brings significant items in reports, files, and correspondence to the Staff Assistant and Veteran Experience Officer's attention Performs work involving the collection, compilation, and tracking of Survey of Health Experiences of Patients data, Veteran Signals and other statistical information in support of the organization's Veteran Experience Program Maintains records of program-specific information to track timelines on congressional inquiries, program improvement initiatives, project timelines/milestones, etc.
• Provides Public contact support services such as answering the telephone, referring visitors, or providing information about the office, its functions, and standard operating procedures as well as similar information Informs Managers of the Medical Center's view on current issues and programs Researches files, develops and assembles background information for the office of the Director's correspondence and reports Serves as coordinator for questions including interpretation of policy relating to the provision of healthcare services Identifies existing/ potential problem areas, suggests solutions or alternatives to existing procedures which contribute to these problems Acts to resolve problems, expedite services, or implement necessary corrective measures within established facility policies Makes inquiry into patient complaints, initiates action, or changes necessary to correct problem situations, and reports on corrective measures taken to the patient or the patient's representative and to a supervisor or higher-level staff, as appropriate Provides assistance to callers and visitors and determines appropriate action/referrals.
• Responds to questions/concerns from Veterans pertaining to services Provides advisory and technical assistance to Veterans, administrative staff and professional staff regarding medical care Receives and listens to complaints and grievances from Veterans or from individuals on behalf of Veterans Receives, schedules, refers, and contacts members of the staff, agency, and persons outside the agency ranging from other government agencies to the general public Processes incoming and outgoing materials such as correspondence, reports, memoranda, and other forms of written communication Uses the computer system and other office automation equipment and processes in editing, formatting and printing word processing and spreadsheet documents to meet the established time frames Provides clerical, mail and correspondence for proper attachments or consolidating/coordinating submittals of information Serves as the alternate for the Secretary of the Medical Center Director, Associate Director for Administration, and Assistant Director during the absence of the primary in those positions Provides secretarial services such as maintaining calendars and recording appointments, and/or scheduling meetings, video conference calls, telephone conference calls, and administrative conference details Performs work in support of general management and/or program analysis functions in which knowledge of the purpose, operation, methodology, and techniques characteristic of the program are required Obtains and monitors the use of services, supplies, or equipment for the office Screens calls, determines if the call requires their attention, and personally provides requested information when possible Edits/ composes letters and reports, reviews correspondence for accuracy and completeness, prepares public presentation outlines, and develops standard or form letters and replies to inquiries Takes and transcribes all taped or handwritten notes and prepares meeting minutes.
• Material presented in final form is virtually always free of typing, format, and assembly errors Receives and handles concerns ensuring that quality service is rendered in a timely, competent and caring manner Responds and/or reviews issues and requests related to Information regarding provisions for medical care, eligibility, etc., clarifies issues, and evaluates the need for additional information Work Schedule: Monday – Friday, 0730 – 1600 Virtual: This is not a virtual position.
• Position Description/PD#: Program Assistant/PD12030O Relocation/Recruitment Incentives: Not Authorized.
• Critical Skills Incentive (CSI): Not Approved.
• Permanent Change of Station (PCS): Not Authorized.

Requirements

You must be a U.S. Citizen to apply for this job To be considered for this position, you must complete all required steps in the process. In addition to the application and questionnaire, this position requires an online assessment. The online assessment measures critical general competencies required to perform the job.

Selective Service Registration is required for males born after 12/31/1959 Physical Requirements: The work required does not inherently include any physical requirements essential for successful job performance that could not otherwise be performed with accommodation or workplace adjustment. A pre-placement physical examination is not required. 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 dentification 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, 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

Your qualifications will be evaluated based on your application materials (e.g., resume, supporting documents), your responses on the application questionnaire, and your responses to all assessments required for this position. You will be assessed on the following Competencies for this position: Accountability Attention to Detail Customer Service Decision Making Flexibility Integrity/Honesty Interpersonal Skills Learning Reading Comprehension Reasoning Self-Management Stress Tolerance Teamwork Your experience must be fully documented on your resume and must include job title, duties, month and year start/end dates AND hours worked per week. 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. IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Overstating your qualifications and/or experience in your application materials or application questionnaire may result in your removal from consideration.

Cheating on the online assessment may also result in your removal from consideration. 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.

During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions.

Required Documents

• To apply for this position, you must provide a complete Application Package which includes: Resume SF-50/ Notification of Personnel Action 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 Resume Separation Notice (RIF) 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.
• 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.
• It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.
• NOTE: Participation in the seasonal influenza program is a condition of employment and a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).
• It is a requirement that all HCP to receive annual seasonal influenza vaccination or obtain an exemption for medical or religious reasons.
• Wearing a face mask is required when an exemption to the influenza vaccination has been granted.
• HCP in violation of this directive may face disciplinary action up to and including removal from federal service.
• HCP are individuals who, during the influenza season, work in VHA locations or who come into contact with VA patients or other HCP as part of their duties.
• VHA locations include, but are not limited to, VA hospitals and associated clinics, community living centers (CLCs), community-based outpatient clinics (CBOCs), domiciliary units, Vet centers and VA-leased medical facilities.
• HCP include all VA licensed and unlicensed, clinical and administrative, remote and onsite, paid and without compensation, full- and part-time employees, intermittent employees, fee basis employees, VA contractors, researchers, volunteers and health professions trainees (HPTs) who are expected to perform any or all of their work at these facilities.
• HPTs may be paid or unpaid and include residents, interns, fellows and students.
• HCP also includes VHA personnel providing home-based care to Veterans and drivers and other personnel whose duties put them in contact with patients outside VA medical facilities.
• 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.