Program Support Assistant

Clarification from the agency

ALL US CITIZENS DIRECT HIRE AUTHORITY: This position is being filled using Direct-Hire Authority (5 CFR 337.201) for this occupation.

Major duties of this position include, but are not limited to:

• Responding to inquiries and providing information: Screens incoming calls, answers routine questions, and provides information regarding report status, suspense dates, and procedural requirements to staff, agencies, and members of the public.
• Maintaining professional customer interactions: Routinely displays courteous and respectful behavior, greets customers appropriately, projects a positive professional image, and maintains effective relationships with both internal and external customers.
• Resolving customer and organizational issues: Provides timely, responsive, and accurate assistance; addresses problems before they adversely affect the organization; and keeps supervisors informed of difficult or controversial issues requiring attention.
• Coordinate office operations and administrative activities: Manages and coordinates administrative functions for the Home and Community Based Care Service, including office procedures, workspace utilization, equipment requests, and operational support across multiple departments.
• Manage schedules, meetings, and organizational communications: Coordinates training and travel requests, schedules appointments and conferences, prepares meeting minutes, follows up on action items, and processes official correspondence and reports.
• Monitor compliance and support organizational planning: Ensures policies are current, advises staff on procedures, collaborates with leadership to meet reporting deadlines, and helps prepare the service for inspections and audits.
• Manage and support information systems: Serves as the Automated Data Processing Application Coordinator (ADPAC) for Home and Community Based Care Service, helping coordinate and support technology applications used by the service.
• Use Microsoft Office and electronic systems: Creates and formats letters, reports, memoranda, spreadsheets, graphics, and presentations; stores and retrieves electronic documents; and manages email communications using Microsoft Office applications.
• Maintain and process electronic data: Enters training information, retrieves education and training statistics, and uses systems and other electronic applications to support administrative operations.
• Research and analyze information to support decisions: Researches subject matter independently, gathers relevant information, and provides background information to support leadership and program operations.
• Identify and resolve operational issues:
  Reviews policies and procedures, monitors compliance, identifies problems affecting workflow or readiness, and directs issues to the appropriate departments for timely resolution.
• Track action items and ensure completion of deadlines: Monitors reports, follows up on meeting action items, works with leadership to ensure assignments are completed, and helps departments meet established deadlines and organizational requirements.
• Resolve problems and address concerns: Acts as a key office representative to solve problems, clarify issues, provide guidance, and follow up on commitments with employees, patients, families, community partners, and external agencies.
• Manage difficult or controversial issues: Keeps supervisors informed of difficult, controversial, or unique problems and helps coordinate appropriate responses to prevent adverse impacts on the organization.
• Facilitate communication and coordination: Coordinates schedules, meetings, and work processes among multiple departments and organizations to ensure issues are addressed promptly and relationships remain productive and professional.

Work Schedule: Monday - Friday 0800-1630
Position Description Title/PD#: Program Support Assistant/PD13020A
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.
Virtual: This is not a virtual position.
Relocation/Recruitment Incentives: Not Authorized
Critical Skills Incentive (CSI): Not Approved
Permanent Change of Station (PCS): Not Authorized
Financial Disclosure Report: Not required
Physical Requirements: The work is generally sedentary. Typically, the employee may sit comfortably to do the work. However, there
may be some walking, standing, bending, and carrying of light items like papers or books. No special physical demands are required to perform the work.

Conditions of employment

• You must be a U.S. citizen to apply for this job
• Subject to a background/suitability investigation
• Selective Service Registration is required for males born after 12/31/1959
• A complete application package; Resume, Transcripts, etc. is required
• 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)
• The position may require the incumbent to possess a valid driver's license.
• 5 CFR 330.502 - General restriction on movement after competitive appointment. Cannot move for the 1st 90 days after hire.

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.

As a condition of employment for accepting this position, you will be required to serve a 1-year probationary 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

Qualifications

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

GS-07 grade level: One year of specialized experience (equivalent to the GS-06 grade level in the federal service); experience that equipped the applicant with the particular knowledge, skills and abilities (KSA's) and other characteristics to perform successfully the duties of the position, and that is typically in or related to the work of the position to be filled, in the normal line of progression for the occupation in the organization. Specialized experience includes:

• Exhibits an extended working knowledge of medical records software in regard to consult reports and admission and discharge of patients is preferred.
• Extended knowledge in the use of Microsoft Office to execute functions such as formatting letters, reports, memoranda, spreadsheets, graphics, developing presentation materials, storing and retrieving electronic documents, transmitting, and receiving e-mail.
• Ensures compliance with established policies, practices, procedures, and controls to prepare recurring administrative status reports, correspondence, and documents.
• Knowledge of GSA Fleet Management is preferred.
• Knowledge of timekeeping duties is preferred.

OR

Applicants may substitute education for the experience required for the GS-7 level if you have completed graduate level education which is directly related to the duties of the position and have submitted transcripts verifying my education.

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.

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. Applicants will be referred in the order in which they were received.

Documents Accepted:

• Cover Letter
• DD-214/ Statement of Service
• Disability Letter (VA)
• Other (1)
• Performance Appraisal
• Professional Certification
• Resume
• Separation Notice (RIF)
• SF-15
• SF-50/ Notification of Personnel Action
• Transcript

Documents Required:

• Resume

Please review the above list(s) to ensure you have included all necessary documents required for your application.Not every applicant will require the same documents, therefore it is the applicants responsibility to ensure that their application package includes all necessary documents to determine qualifications and eligibility for appointment, such as a copy of your SF-50, transcript, ICTAP/CTAP documentation (for displaced Federal employees).You will not be contacted for additional information. Applicants will be deemed ineligible if supporting documentation is not submitted.

Veterans' Preference: Since the Direct-Hire Recruitment Authority is being used, traditional Veterans' Preference rules do not apply. Qualified veterans will, however, be given full consideration for this position.

Applications are accepted online. Applying online will allow you to review and track the status of your application.

Next steps