Supervisory Program Specialist ( Veteran Experience Officer) - Veterans Affairs, Veterans Health Administration

Summary Lexington Health Care System is recruiting for a Supervisory Program Specialist (Veteran Experience Officer), GS-301-12, who directly maintains a work liaison relationship with Veteran's service organizations, community groups, and others whose interest is in helping and protecting Veterans, their families, and their representatives. Responsibilities This position serves as the Veteran Experience Officer (VEO) at LVAHCS and is aligned in the Office of the Director, reporting to the Executive Assistant to the Director. The Veteran Experience Officer will work directly with the executive team and leaders across the healthcare system to assess and communicate performance and to create change at all levels of the organization. The core duties of this position include but are not limited to: Provides program oversight, coordination, and leadership related to Veterans Experience. Collects, analyzes, and trends data related to Veteran satisfaction or Voice of the Veteran data. Provides briefings or presentations regarding Veterans Experience initiatives and data to executive leadership, service chiefs, and front-line employees. Serves on facility and VISN committees representing the Veterans Experience perspective; chairs the Veterans Experience Committee. Provides direction and guidance to patient advocate and red coat ambassador staff. Makes recommendations to leadership regarding initiatives to improve the overall Veteran Experience. Addresses concerns from Veterans, family members, congress, etc. Responsible for developing, implementing, coordinating, and evaluating a comprehensive Veteran Experience Program throughout the facility. Responsible for patient/Veteran experience, and patient-centered models of care initiatives, including development and implementation, as well as for ensuring the employee understanding and ownership of the patient experience focused culture. Responsible for maintaining clear communication at the local facility on Veteran experience efforts, both to communicate relevant information and lessons learned which have potential spread impact and to gain insight of opportunities for the local facility to improve or sustain positive practices. Lead, coordinate, and manage the continuous improvement of Veteran experience Work with senior executives to establish strong commitment and support for improving Veteran experience. Educate managers and line employees in the philosophy and techniques of Veteran experience improvement. Promote an organization-wide approach to patient-centeredness and engagement. Engage the workforce to sustain Veteran experience initiatives. Serve as a change agent and work closely with hospital leaders in identifying priority areas, developing goals, planning improvement, and measuring effectiveness. Serve as the subject matter expert on established and evolving best practices related to Veteran engagement and Veteran experience. Develop and articulate an organizational Veteran experience strategy. Facilitate development of detailed work plans related to patient experience Collaborate with departments and units to operationalize the Veteran experience strategy. Set objectives and benchmark performance Develop and manage programs based on data and analysis collected and representative of the voice of the Veteran, family members, caregivers, survivors, and staff. Executes knowledge of VHA operations, medical terminology, data sources, processes, and procedures. Provide feedback on administrative matters and education/awareness affecting patient centered approaches and the Veteran experience. Performs other duties as assigned. A one-year supervisory/managerial probationary period may be required. Work Schedule: Monday through Friday; 7:30am- 4:30pm 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. Position Description/PD#: Supervisory Program Specialist ( Veteran Experience Officer)/PD303770 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Requirements Conditions of Employment You must be a U.S. Citizen to apply for this job All applicants tentatively selected for VA employment in a testing designated position are subject to urinalysis to screen for illegal drug use prior to appointment. Applicants who refuse to be tested will be denied employment with VA. 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, 10/07/2024. 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-12 position you must have served 52 weeks at the GS-11. 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. Permanent Employee Status: If you are unsure if you have permanent employee status to be considered for this position, you can verify your status by referring to Box 24 on your most recent SF-50. The box must have a 1 or 2 in order to be considered for this position. In addition to the Time-in-Grade Requirements, you must also meet the following specialized experience: GS-12 SPECIALIZED EXPERIENCE: Carefully read the following descriptions of the required specialized experience for the Supervisory Program Specialist (Veterans Experience Officer), GS-0301-12 position. Your resume must support your response. Applicants must have one year of specialized experience equivalent to at least the next lower grade (GS-11) in the normal line of progression for the occupation in the organization. Specialized experience is is defined as: Experience gained working as a Health Systems Specialist, Administrative Officer, Medical Information Supervisor, Patient Advocate Supervisor, or other work which involves managing a variety of veterans support services in a multifaceted facility; evaluating and recommending solutions to measure, evaluate, and improve the effectiveness and efficiency of key medical center operations that have (or may have) a significant impact of the patient experience; providing briefings or presentations to executive leadership, service chiefs, and front-line employees; serving as a change agent and working closely with hospital leaders in identifying priority areas, developing goals, planning improvement, and measuring effectiveness; collects, analyzes, and trends data; developing/implementing policies and procedures; and conducting evaluations and assessment of results. You will be rated on the following Competencies for this position: Administration and Management Communication Customer Service (Clerical/Technical) Lead or Supervise A one-year supervisory/managerial probationary period may be required. 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. Basis for Selection: Selections for positions will be based on the objective evaluation of the candidates' total qualifications for the position. "Qualifications" means the combination of experience, training, education, skills, knowledges, abilities, personal characteristics, and merit factors deemed to be pertinent to successful performance. Physical Requirements: The work is primarily sedentary, although some slight physical effort may be required such as walking, bending, standing, carrying items such as medical records and assisting personnel in wheelchairs. Most work can be done while seated, at a desk and computer keyboard. Frequent walking may be required for frequent and routine point of care rounding. Incumbent may travel to all sites of care within the LVAHCS for employee education and training programs, as well as employee and community Town Hall meetings. 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 There is no educational substitution at this grade level. 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 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. Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act.