Program Support Assistant (OA)

Clarification from the agency

Open to Current Permanent Veterans Health Administration (Agency) Employees ONLY, including West Palm Beach VA Healthcare System (Facility) Employees. Facility Employees will have FIRST consideration.

The Program Support Assistant position requires excellent relational and communication skills; advanced knowledge of and experience with computers; oral and written communication skills and the ability to work with others; particularly military populations and caregivers that provide assistance to these populations. Knowledge of and experience in working with a military veteran population within a medical/psychiatric environment is required. Time management skills and a high level of judgment are necessary. This position also requires independence of action, general latitude for decision making and knowledge of information sources concerning complex questions, policies, and procedures within the Caregiver Support Program.
CSP is a clinical program that focuses on the needs of both the eligible Veteran/Servicemember and the eligible Primary and Secondary Family Caregivers.

Additional Duties Include But Not Limited To:

• Aids the Program Manager in getting things accomplished through an extensive knowledge and understanding of the organization, regulations, methods, and the other tools or recourses of management.
• In the absence of the CSP Manager, the PSA will serve as the point of contact for the CSP and provide vital, sensitive, administrative program information to the Caregiver and/or Veteran, VA approved providers and VA staff.
• Assists in the establishment and enrollment of Veterans and Caregiver into the CSP and acts as the liaison and provides coordination and collaboration of services with VA eligibility, travel, budget, non-VA care services and other departments throughout VA Health Care System.
• Accepts CSP telephone calls from patients, family members, caregivers, CSP staff in the field, other VA staff, Congressional Officers, and/or community agency staff, regarding program inquiries, patient care concerns, etc.
• Obtains as much information as possible, provides information and resolves problems independently, when possible, prioritizes, and makes decisions regarding caller referral based on specific caller needs.
• Ensures timely clinical response to patients/callers that potentially have an emergent or urgent care need through prompt identification of the problem and appropriate clinical referral while exercising mature judgement and diplomacy.
• Maintains and tracks program national database and local census.
• Monitoring and maintaining profiles, oversight and correction of errors and changes.
• Prepares reports using database, to collect, compile, analyze and present data regarding the integrity of the program.
• Works independently on ongoing projects and continually updates and analyzes records for providing accurate and timely information upon request.
• Must possess the ability to apply basic analytical methods to interpret data and recognize errors and deviations.
• Assists in the preparation of all program reports; prepares data analysis, assists with performance improvement assessments to monitor cases and improve the continuity of services provided; assists in tracking internal reviews, action items and suspense's, quality measures, and the efficiency of the CSP.
• Maintains available resources and makes recommendations regarding needs and distribution of resources; scheduling resource training and prepares all logistical support for annual caregiver conferences and other events.
• Processes all incoming correspondence, faxes and action documents; obtains hard copy patient records from VA Health Information Management Section or from the private sector; and prepares and coordinates correspondence for the CSP and all local congressional inquiries, and other national suspense's, inquiries and actions.
• Research and assemble background information about incoming correspondence prior to expediting referrals.
• Utilizes multiple software programs to develop and prepare marketing materials; and prepares and disseminates monthly program newsletter to Caregivers and Veterans.
• Composes reports and meeting minutes as directed by CSP Program Manager.
• Assists in the daily operation of the program.
• Prepares the budget and completes monthly, quarterly, and annual reporting to meet National program requirements, monitors execution of national program funding.
• Manages fund control points for the CSP and serves as a backup fund control clerk for the service.
• Maintains running balances and check balances against fund control point obligations and reconciles orders as received.
• Will be responsible for preparing, modifying and issuing all authorizations of care for approved service, as well as, tracking, reviewing and processing invoices for these services.

Work Schedule: Monday through Friday, 8:00 am to 4:30 pm.
Virtual: This is not a virtual position.
Position Description/PD#: Program Support Assistant (OA)/PD029100
Relocation/Recruitment Incentives: Not Authorized.
Critical Skills Incentive (CSI): Not Approved.
Permanent Change of Station (PCS): Not Authorized.

Conditions of employment

• You must be a U.S. Citizen to apply for this job
• 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, 09/18/2026.

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-7 position you must have served 52 weeks at the GS-6. 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 as described below:

• Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-6 in the normal line of progression for the occupation in the organization. Specialized experience would include: Advanced knowledge of and experience with computers; Oral and written communication skills and the ability to work with others; Knowledge of and experience in working with a military veteran population within a medical/psychiatric environment; extensive knowledge and understanding of the organization; establishment and enrollment of Veterans and Caregiver into the CSP; Able to Develops and prepares reports, briefings, special papers, and summaries from data about CSP; managing multiple projects, prioritizing, and meets deadlines.

You will be rated on the following Competencies for this position:

• Customer Service: Anticipates and meets the needs of both internal and external customers. Delivers high-quality products and services; is committed to continuous improvement.
• Database Administration: Knowledge of the principles, methods, and tools for automating, developing, implementing, or administering database systems.
• Managing Resources: Selects, acquires, stores, and distributes resources such as materials, equipment, or money.
• Administration and Management: Knowledge of planning, coordination, and execution of business functions, resource allocation, and production.
• Information Management: Identifies a need for and knows where or how to gather information; organizes and maintains information or information management systems.

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 and is performed by sitting, standing, bending, and stooping. Is required to obtain records from files, and carry files, manuals, and other light objects. Occasional travel is required to provide support at conferences, workgroups, programs, or 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/.

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
• 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
• Other (1)
• Resume
• Separation Notice (RIF)
• SF-50/ Notification of Personnel Action

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.

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