Duties
Major duties of this Crisis Responder position include, but are not limited to, the following:
- Implements suicide/mental health crisis prevention strategies;
- Conducts interviews and utilizes assessments tools to assess emotional, functional, and/or psychological conditions;
- Assists Veterans and their family/friend/significant other with issues regarding the Veterans' mental health issues, referrals, benefits, support groups;
- Provides psycho-education and directs advice regarding suicide/mental illness crisis;
- Provides support for the identification of veterans at high risk, and coordinates enhanced care;
- Completes structured diagnostic and clinical assessments;
- Keeping a caller, texter, or chatter engaged while multi-tasking to document work, look up resources, and instant message for assistance when needed;
- Prepares and maintains records and reports in accordance with program guidelines;
- Works collaboratively with other members of the VA Crisis Hotline Program to identify appropriate services for Veterans in crisis;
- Makes outgoing calls to Veterans if a Veteran has sent an email or letter to the White House, or some other government agency.
If selected for the position, the Veterans Crisis Line has a comprehensive training that you will attend during your first weeks. As a new employee you will be expected to successfully complete all parts of the training, to include completing a final competency assessment with a score of 80% or higher. Failure to attain a passing score on the cumulative competency assessment may result in a determination that you are not qualified to progress in your employment with the Veterans Crisis Line.
Selected applicants will be required to complete an online onboarding process that will be directed from the VCL Onboarding Team and the Staffing Onboarding Team. This will include pre-employment tasks to be completed prior to final job offer.
Work Schedule: Varied work schedule to include evenings, nights, weekends and holidays to provide 24/7 call center coverage. Tour will be determined after final selections and will be based on seniority. Tour is subject to change based on program needs. Selectees will be expected to work all shifts.
Virtual: This is not a virtual position.
This is a remote position. Selectees will work 100% of the time in a non-VA-owned space outside of the local commuting area of a parent station. The employee's workspace must be suitable for conducting business and as such, remote employees are expected to provide a secure, distraction-free home-based worksite with reliable high speed internet connectivity. The employee will be required to travel to the closest VA Medical Center or VA Outpatient Clinic for issuance of equipment, and as needed for technical support. Selectees will be required to self-certify that their remote workplace meets all safety, privacy, and internet speed requirements.
Functional Statement #: 07742A
Relocation/Recruitment Incentives: Not Authorized
Permanent Change of Station (PCS): Not Authorized
This is a bargaining unit position.
The Veterans Crisis Line (VCL) is aware of the inherent risks involved in managing callers who frequently contact VCL and may exhibit inappropriate or abusive behaviors. Crisis Responders will be expected to manage stressful interactions with callers while maintaining a high level of professionalism and emotional resilience. VCL utilizes standard operating procedures and best practices /interventions to identify patterns of abusive behavior to ensure the well-being and safety of the customer and VCL staff are encouraged through supportive measures.
Requirements
Conditions of Employment
- You must be a U.S. Citizen to apply for this job
- To be considered for this position, you must complete all required steps in the process. In addition to the application and questionnaire, this position requires an online assessment. The online assessment measures critical general competencies required to perform the job.
- Selective Service Registration is required for males born after 12/31/1959
- Must be proficient in written and spoken English.
- Physical Requirements: Work is primarily sedentary, but requires extreme patience and controlling ones emotions. The work required does not inherently include any physical requirements essential for successful job performance that could not otherwise be performed with accommodation or workplace adjustment. A pre-placement physical examination is not required.
- 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
Qualifications
To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 10/24/2024.
Basic Requirements:
- United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.
- English Language Proficiency: Social Science Specialists (Crisis Responders) must be proficient in spoken and written English. See 38 U.S.C. § 7403(f).
- Education and Experience: Applicants must meet at least one of the basic requirements below:
- Successful completion of a bachelor's degree or higher from an accredited college or university. The degree must be in a behavioral health or social science related field appropriate to the work of the position (e.g., psychology, social work, sociology, family counseling, mental health counseling, nursing, ministry and criminal justice); OR,
- Two years of specialized experience as a first responder (e.g., Police, Medic, Emergency Medical Technician, Emergency Dispatch, etc.) or in a social science related field that included behavioral health crisis response, and two years of higher education (i.e., above the high school level) from an accredited college or university in a behavioral health or social science related field appropriate to the work of the position (e.g., psychology, social work, sociology, family counseling, mental health counseling, nursing, ministry and criminal justice); OR,
- Successful completion of a bachelor's degree from an accredited college or university in any field and, one year of specialized experience that included behavioral health crisis response or mental health counseling.
Grade Determinations for Social Science Specialist (Crisis Responder), GS-11:
- Specialized Experience: In addition to the basic requirements, you must have one year of creditable experience equivalent to the GS-9 grade level, which is directly related to the position to be filled. Specialized experience is defined as: Performing crisis intervention work in a clinical behavioral health setting; conducting risk assessments with contacts experiencing an emotional crisis and as a result, may harm themselves or others; coordinating with team members to initiate emergency services or create facility transportation plans, as clinically appropriate; and engaging multiple entities, including law enforcement, medical and mental health providers, and third parties; OR
- Education: Ph.D. or equivalent degree from an accredited college or university in a behavioral health related field appropriate to the work of the position (e.g., psychology, social work, sociology, or family counseling).
Demonstrated Knowledge, Skills, and Abilities. In addition to meeting the specialized experience or education above, the candidate must demonstrate the following KSAs:
- Ability to provide an evidenced based crisis intervention through a variety of modalities (e.g., telephone interviews, chat/text services, or social media forums).
- Ability to carry out crisis management steps while withholding judgment on controversial behaviors and not imposing one's values during the contact.
- Ability to effectively prioritize complex problems quickly and respond appropriately in a crisis situation.
Reference: For more information on this qualification standard, please visit
https://www.va.gov/ohrm/QualificationStandards/.
Education
IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education.
Transcripts: A transcript must be submitted with your application. Transcripts must depict the name of the college to determine accreditation, and your name must also be displayed on the transcripts. If qualifying based on a degree, or for positions requiring a degree, the transcript must show the date the degree was conferred. If selected, you must provide official transcripts. Transcripts should state degree conferred, and have a date. Copies of Official Transcripts are accepted and are the best way to ensure your education is interpreted correctly in accordance with OPM qualification standards, but unofficial transcripts are accepted if they contain all the required information.
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.
Benefits
A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
Review our benefits
Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.
How You Will Be Evaluated
You will be evaluated for this job based on how well you meet the qualifications above.
Your qualifications will be evaluated based on your application materials (e.g., resume, supporting documents), your responses on the application questionnaire, and your responses to all assessments required for this position.
Your experience must be fully documented on your resume and must include job title, duties, month and year start/end dates AND hours worked per week. 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. IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Overstating your qualifications and/or experience in your application materials or application questionnaire may result in your removal from consideration. Cheating on the online assessment may also result in your removal from consideration.
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.
If selected for the position, The Veterans Crisis Line has a comprehensive training that you will attend during your first weeks. As a new employee you will be expected to successfully complete all parts of the training, to include completing a final competency assessment with a score of 80% or higher. Failure to attain a passing score on the cumulative competency assessment may result in a determination that you are not qualified to progress in your employment with the Veterans Crisis Line.
Required Documents
To apply for this position, you must provide a complete Application Package which includes:
- Resume: Federal positions must include series and grade. All positions must include starting and ending dates of employment (month and year) and full-time or part-time status (include hours worked per week). Duties you performed must be listed under each individual job title to match your experiences with the positions held.
- Transcripts: Review 'Education Section' for transcript requirements.
Other accepted documents:
- Cover Letter
- DD-214/ Statement of Service
- Disability Letter (Schedule A)
- Disability Letter (VA)
- License
- Other (1)
- Performance Appraisal
- Professional Certification
- Proof of Marriage Status
- Resume
- Separation Notice (RIF)
- SF-15
- SF-50/ Notification of Personnel Action
- Transcript
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, transcripts, etc.. Applicants will be deemed ineligible if supporting documentation is not submitted.
You will not be contacted for additional information.
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.
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.
If you are relying on your education to meet qualification requirements:
Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from
schools accredited by accrediting institutions recognized by the U.S. Department of Education.
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
How to Apply
Please read the entire announcement and all the instructions before you begin an application. To apply for this position, you must complete the initial online application, to include the initial online questionnaire and submission of the required documentation specified in the How to Apply and Required Documents section. The complete application package must be submitted by 11:59 PM (ET) on the closing date of the announcement to receive consideration. To preview the application questionnaire, click https://apply.usastaffing.gov/ViewQuestionnaire/12568989. The application process is as follows:
- To begin, click Apply Online to create a USA JOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents.
- Answer the questions presented in the application and attach all necessary supporting documentation.
- Click the Submit Application button prior to 11:59 PM (ET) on the announcement closing date, 10/24/2024. NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.
- If you are required to complete any USA Hire Assessments, you will be notified after submitting your application. The notification will be provided in your application submission screen and via email. The notification will include your unique assessment access link to the USA Hire system and the completion deadline. Additionally, in USAJOBS you can click "Track this application" to return to your assessment completion notice.
- Access USA Hire using your unique assessment link. Access is granted through your USAJOBS login credentials.
- Review all instructions prior to beginning your assessments. You will have the opportunity to request a testing accommodation before beginning the assessments should you have a disability covered under the Rehabilitation Act of 1973 as amended.
- Set aside at least 3 hours to take the USA Hire Assessments; however, most applicants complete the assessments in less time. If you need to stop the assessments and continue later, you can re-use your unique assessment link. NOTE: Your responses to the USA Hire Assessments will be reused for one year (in most cases) from the date you complete an assessment. If future applications you submit require completion of the same assessments, your responses will be automatically reused.
For more general information, system requirements, reasonable accommodation information, and to request assistance regarding the USA Hire Assessments, review the following resources:
https://help.usastaffing.gov/Apply/index.php?title=USA_Hire_Assessments
To update your application, including supporting documentation: During the announcement open period, return to your USAJOBS account, find your application record, and click Edit my application. This option will no longer be available once the announcement has closed.
To view the announcement status or your application status:
https://www.usajobs.gov/Help/howto/application/status/.
Your application status page is where you can view your application status, USA Hire assessment completion status, and review your notifications sent by the hiring agency regarding your application.
Reasonable Accommodation (RA) Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application. Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments, based on your adjudication decision. You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments if you received the link after the close of the announcement. To determine if you need a RA, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments here:
https://help.usastaffing.gov/Apply/index.php?title=Reasonable_Accommodations_for_USA_Hire
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.
Next steps
Once your online application is submitted you will receive a confirmation notification by email. After we receive application packages (including all required assessments and documents) and the vacancy announcement closes, we will review applications to ensure qualification and eligibility requirements are met. After the review is complete, a referral certificate(s) is issued, and applicants will be notified of their status by email. Referred applicants will be notified as such and may be contacted directly by the hiring office for an interview. All referred applicants receive a final notification once a selection decision has been made.
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.
You may check the status of your application at any time by logging into your USA Jobs account and clicking on Applications. Information regarding your application status can be found in the USAJobs Help Center.