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The purpose of the VISN-7 Veterans Experience Officer (VEO) is to manage, direct, and oversee the customer service delivery model within the VA Southeast Network (VISN 7). The incumbent reports directly to the Chief Operations Officer. The incumbent is responsible for oversight of the Veterans experience programs and reviews them for consistency with VHA/VISN goals and objectives. The incumbent also develops objectives, proposes operational changes regarding the Veterans experience program related issues and provides advice on the implications and impact on the health care systems. The incumbent coordinates policy implementation with other program officials.
CRITICAL DUTIES OF THIS POSITION INCLUDE:
- The incumbent is responsible for tracking and trending patient experience data across the VISN and providing guidance to Veteran Experience Officers in the field.
- Participates in and supports the proactive training initiatives.
- Identify system issues, analyzes data, identifies trends and patterns that create difficulty within the program.
- The incumbent interacts frequently with medical center management, VACO officials, and other VISN personnel to keep abreast of substantive hospital management problem within the VISN.
- Develop background and management options available to deal with complex issues and problems.
- Utilizes a wide variety of computer software programs.
- Provide assistance with special studies, surveys, projects, planning and statistical analysis.
- Lead committees and other groups.
- Serves as the VISN Lead for MyVA initiatives.
- Responsible for developing standardized procedures for responding to Client Inquiries received within the Network.
- Determining the training needs for program staff.
- Developing liaison contacts with the VHA Central Office, VHA facility management, VHA facility program leaders, administrative and clinical managers in VISN and field facilities as required.
Work Schedule: Monday- Friday; 8:00 AM- 4:30 PM
Compressed/Flexible: Not Available
Telework: Ad hoc telework may be available
Virtual: The duties may be performed from one our 9 locations (8 facilities + 1 VISN office)
Position Description/PD#: Health Sysem Specialist (Veterans Experience Officer)/PD06338A
Relocation/Recruitment Incentives: Not Authorized
Financial Disclosure Report: Not requiredTo qualify for this position, applicants must meet all requirements by the closing date of this announcement, 05/29/2020.
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-14 position you must have served 52 weeks at the GS-13. 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:
You will be rated on the following Competencies for this position:
- Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-13 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Having a range of background of administrative laws, policies, regulations, and precedents applicable to the administration of one or more important public programs. Experience developing and evaluating processes that support special studies, surveys, projects, planning, statistical analyses and provide general staff support. Skill adapting analytical techniques and evaluation criteria to the measure and improvement of program effectiveness and/or organizational productivity.
- Critical Thinking
- Planning and Evaluating
- 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: This position is primarily sedentary in nature.
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/.