Administrative Specialist (HealtheVet Program Manager)

Clarification from the agency

This vacancy announcement is open to current, permanent employees of the Robert J. Dole VA Medical Center and CTAP eligibles.

The Connected Health Program includes Department of Veterans Affairs programs, communication tools, websites, and applications used to support Veterans, families, caregivers, and VA staff in accessing virtual health services. Connected Health modalities include My HealtheVet, Secure Messaging, VA Video Connect, VA Mobile applications, online scheduling, telehealth applications, and other virtual health technologies implemented by VA.

The position coordinates local implementation, utilization, education, communication, outreach, and operational support for Connected Health programs at the Robert J. Dole VA Medical Center and associated outpatient clinics. Responsibilities include supporting Veterans and staff in the use of Connected Health resources, implementing national and Veterans Integrated Service Network initiatives at the facility level, providing training and outreach, monitoring participation and user experience, evaluating barriers to program utilization, and recommending local improvements based on program data and feedback.

The position develops and coordinates local Connected Health implementation and outreach activities consistent with established national, Veterans Integrated Service Network, and facility program objectives. Responsibilities include identifying target audiences, communication needs, available resources, implementation requirements, and operational barriers and developing recommendations for consideration by the Facility Telehealth Coordinator and other responsible officials.

Duties include but are not limited to;

• Coordinates day-to-day implementation and administrative support for Connected Health programs, with emphasis on My HealtheVet, Secure Messaging, and other assigned virtual health applications.
• Assists Veterans with account access and use, troubleshoots routine My HealtheVet account issues,
• performs authorized administrative portal functions, and refers unresolved technical issues through established support channels.
• Prepares reports, presentations, informational materials, and other program products to communicate program activities, participation trends, implementation issues, and recommended improvements.
• Coordinates with clinical staff, administrative personnel, Clinical Applications Coordinators, information technology support, Connected Health personnel, Veterans Integrated Service Network staff, national program offices, and help-desk resources to resolve implementation and user-support issues.
• Provides direct assistance to Veterans, families, caregivers, and VA staff using Connected Health resources.
• Answers program questions, assists users in navigating My HealtheVet and other virtual health tools, resolves routine access problems, explains available services, and refers matters requiring specialized technical or program assistance through established support channels.
• Adjusts explanations and assistance based on users' familiarity with technology and the nature of the access problem.
• Provides follow-up as appropriate and coordinates resolution of issues involving other facility, Veterans Integrated Service Network, or national resources.

Work Schedule: Monday - Friday 07:30am - 4:00pm
Virtual: This is not a virtual position.
Position Description/PD#: Administrative Specialist (HealtheVet Program Manager)/PD10591-0 and PD10590-0

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
• 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.

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 10/09/2026.


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-09 position you must have served 52 weeks at the GS-07.

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.

Grade Determinations: GS-09

Experience: I have at least one (1) full year of specialized experience equivalent to the GS-07 level in the Federal service that has equipped me with the particular knowledge, skills, and abilities to perform successfully the duties of the position, and that is typically in or related to the work of this position.

Specialized experience includes:

• Skill in communicating technical and program information clearly through written materials, presentations, training, and direct user assistance.
• Skill in using web-based systems, administrative portals, virtual communication tools, and related technology necessary to support Connected Health operations.
• Knowledge of Connected Health tools sufficient to assist Veterans and staff and to identify issues requiring referral.

OR,

Education: I have successfully completed two (2) years of progressively higher-level graduate education or masters or equivalent graduate degree or LL.B. or J.D., in a related field of the position to be filled. Education at the graduate level must have been obtained in an accredited college or university and must demonstrate the knowledge, skills, and abilities necessary to do the work of this position.

NOTE: Transcripts must be submitted with application. Education cannot be credited without documentation.


OR,

Combination: I have equivalent combination of successfully completed education and specialized experience directly related to the work of the position as outlined above that meets the requirements of the position. Only education in excess of the first year (18 semester hours) may be used to qualify applicants for the GS-09 level.

Grade Determinations: GS-11

Experience: I have at least one (1) full year of specialized experience equivalent to the GS-09 level in the Federal service that has equipped me with the particular knowledge, skills, and abilities to perform successfully the duties of the position, and that is typically in or related to the work of this position.


Specialized experience includes:

• Independently plans and carries out assigned Connected Health implementation, outreach,education, user-support, and program-evaluation activities within established objectives andprogram requirements.
• Exercises judgment in resolving recurring operational and implementation problems and inadapting established approaches to local circumstances.
• Supports multiple Connected Health modalities and users with differing technical abilities, access problems, educational needs, and familiarity with virtual health resources.

OR,


Education: I have successfully completed a Ph.D. or equivalent doctoral degree, or 3 full years of progressively higher level graduate education leading to such a degree, or an LL.M. if related that demonstrates the knowledge, skills, and abilities necessary to do the work of this position.

NOTE: Transcripts must be submitted with application. Education cannot be credited without documentation.

OR,

Combination: I have an equivalent combination of successfully completed education and specialized experience directly related to the work of the position as outlined above that meets the requirements of the position. Only education in excess of a master's or equivalent graduate education may be used to qualify applicants for the GS-11 level.

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: The work is primarily sedentary, although some slight physical effort may be required. The work is predominantly office, training, virtual-service, and outreach based. The walking, standing, and light carrying described are incidental to normal program and outreach activities and do not constitute unusual physical demands. Assignments regularly involve long periods of standing, bending, and stooping to observe and study work operations in an industrial, storage, or comparable work area.

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/.

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.

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

• Resume

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 (Schedule A)
• Disability Letter (VA)
• License
• Other (1)
• PCS Orders
• Performance Appraisal
• 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.

Next steps