Clarification from the agency

This job is open to current permanent Department of Veteran Affairs employees within the Veterans Experience Office (VEO) staff office and CTAP eligible applicants only. See the eligibility section in the questionnaire for a list of all eligible candidates and the How You Will Be Evaluated section below for more details.

Duties include, but are not limited to:

• Assigns work to subordinates and evaluates work performance.
• Gives advice, counsel, or instruction to employees on both work and administrative matters. Interviews candidates for positions, recommends approving, promotion, or reassignment.
• Hears and resolves complaints from employees. Effects minor disciplinary measures such as warnings and reprimands, recommending other action in more serious cases.
• Identifies development and training needs of employees, develops performance standards; develops subordinates in delivering Veteran-centric and customer-centric service; develops subordinates by identifying training and developmental opportunities; serves as coach, facilitator, and/or negotiator in coordinating team initiatives and in consensus building activities among team members.
• Serves as the Associate Director's lead for Consultation of the T&I Program in all VA facilities and continued consultation on T&I matters. Develops consultation strategies, manages rollout, timelines, milestones. Adjusts program and project timelines based on mission changes and requirements.
• Serve as a subject matter expert in the planning, coordination, consultation, and sustained cultural transformation of VA toward improved customer experience. As part of the T&I team, the incumbent will participate in the gathering of best practices and data, development of additional tools and resources, tailored consultation to VA facilities. The incumbent demonstrates ICARE (Integrity, Commitment, Advocacy, Respect, Excellence) values and promotes the VA WAY to include WECARE (Welcome, Explain, Connect, Actively Listen, Respond, Express Gratitude) behaviors and SALUTE (Say Hello, Apologize, Listen, Understand, Take Action, Express Gratitude) service recovery model both in direct interaction with staff, Veterans, and internal and external stakeholders as well as in the decision-making process.
• Promotes T&I by collaborating, consulting, mentoring, and building relationships with VA-staff, external subject matter experts, Veterans, their families and caregivers. The incumbent undertakes special projects, as assigned, to promote the cultural transformationand modernization of VA, to be a proactive veteran-oriented culture.
• Builds and sustains positive professional relationships with all levels of VA leadership. Collaborates with VA leaders on program goals, projects, and initiatives with intent to connect to agency/administration goals and projects for sustainment.
• Champions enterprise connections in new behaviors, local initiatives, and organizational goals and collaborates to ensure organizational initiative sustainment.
• Establishes and maintains working relationships with stakeholders holding opposing points of view.

Work Schedule: Monday - Friday, 8:00 a.m. - 4:30 p.m. EST
Location:The selectee will be required to report on-site at 810 Vermont Ave., NW, Washington, DC 20420.
Telework: Available - Ad Hoc telework (situational telework) as determined by the agency policy.
Virtual: This is not a virtual position.
Position Description/PD#: PD178130
Relocation/Recruitment Incentives: Not Authorized
Financial Disclosure Report: Not required

Conditions of employment

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
• 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
• 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.

As a condition of employment for accepting this position, you may be required to serve a one year probationary period or two 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 one year probationary period or two year 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, 12/08/2025.

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-14 position you must have served 52 weeks at the GS-13. 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. See the Required Document section below for more information regarding the SF-50s needed to verify time-in-grade.


Driver's License: Must possess a valid driver's license.


QUALITY RANKING FACTOR: Extensive experience leading employees, conducting trainings, facilitating workshops, and implementing customer and patient experience programs. Highly Skilled in the principles and practices associated with managing employees and strong aptitude for effective written/oral communication and developing leadership solutions and strategic alignment and execution of goals.


Local Commuting Area: The local commuting area for this position is defined as a radius of 50 miles from Washington, DC. This includes all locations that fall within a 50 mile driving distance from 810 Vermont Ave., NW Washington, DC 20420.


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-13 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to:

• Analyzing patient and employee experience data, incorporating qualitative and quantitative feedback and performance metrics to drive continuous improvement in service delivery, operational practices, and experience-focused initiatives.
• Leading cross-functional teams and facilitating training and workshops to implement consultation strategies and experience programs. Successfully built consensus and elevated both patient and customer satisfaction through targeted coaching and engagement.
• Managing project timelines, setting team priorities, and preparing work schedules, including travel, efficiently while ensuring solutions are tailored to enhance both patient and customer experience outcomes.

Evidence of this specialized experience must be supported by detailed documentation of like duties performed in positions held on your resume. You will also need to provide work experience information such as hours per week, full-time/part-time status, and starting/ending dates of employment (month and year format) to establish you have one (1) full year of specialized experience at the required grade level.


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

• Decision Making
• Leadership
• Manages and Organizes Information
• Oral Communication
• Strategic Thinking
• Workforce Planning

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. Incumbent may be required to stand and lead presentations for a length of time, each week. Incumbent will be required to have a valid driver's license to visit multiple locations within the regional area of responsibility. Extensive travel is required, estimated to be up to 75% of work time.


For more information on these qualification standards, please visit the United States Office of Personnel Management's website at http://://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.


Structured Resume Review. Subject matter experts (SMEs) will review your resume to determine your technical qualifications for this position based on the required specialized experience. SMEs will review ONLY two (2) pages of your resume, starting at your work experience. SMEs will not review additional information beyond your resume (e.g., cover letter, links embedded in your resume). Applicants passing the structured resume review will move on to the next phase of the assessment process.


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.

Area of Consideration/Order of referral: Eligible applicants will be reviewed and referred in the following order:

1. Well qualified Career Transition Assistance Plan (CTAP)
2. All current, permanent VA Employees in the Veterans Experience Office (VEO) staff office

Local Commuting Area: The local commuting area for this position is defined as a radius of 50 miles from Washington, DC. This includes all locations that fall within a 50 mile driving distance from 810 Vermont Ave., NW Washington, DC 20420.

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 use this checklist to 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)
• Performance Appraisal
• Resume
• Separation Notice (RIF)
• SF-50/ Notification of Personnel Action

Note: Failure to submit all documentation prior to the announcement closing will result in an ineligible rating. We will not contact applicants for additional documentation.


A resume which includes a list of all significant jobs held and duties performed, with dates specified in month and year, and indicates hours worked per week. If military or a civilian Federal employee, you must include your rank and/or grade. IMPORTANT NOTE: Only two (2) pages of your resume, starting at your work experience will be reviewed to determine your technical qualifications for this position based on the specialized experience. Additional information beyond your resume (e.g., cover letters, links to additional information) will not be reviewed. In describing your experience, please be clear and specific. We may not make assumptions regarding your experience. Overstating your qualifications and/or experience in your application materials may result in your removal from consideration.


SF-50, Notification of Personnel Action (if applicable for Time in Grade and/or Eligibility):

• Most recent SF-50 (Current Federal Employees must provide an SF-50 dated 1-12-2025 or later; Current Federal Wage System (WG/WL/WS) employees must provide one dated within one year of the closing date)
  • ATTENTION: You may need to submit more than one SF-50 if we cannot verify that you meet time-in-grade by your most recent SF-50. For example, if your most recent SF-50 is a General Adjustment, we need your most recent SF-50 dated 1-12-2025 and another SF-50 to verify time-in-grade. Examples of SF-50s for time-in-grade verification include your last within-grade increase or promotion to highest grade held. A promotion SF-50 shows when you started the grade level and a within-grade increase verifies that you were at that grade level for at least one year. Failure to provide your most recent SF-50 dated 1-12-2025 or later and other SF-50s to verify time-in-grade will result in you being disqualified. We cannot verify time-in-grade based on the grade and step you are currently on alone.
• Former federal employee applying under reinstatement eligibility must supply their latest SF-50 as well as any additional SF-50s needed to verify time-in-grade as stated in the above bullet.
• Award SF-50's do not provide sufficient information and will not be accepted for the purpose of verifying time-in-grade.
• Examples of appropriate SF-50s to include in addition to your most recent 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 http://www.fedshirevets.gov/job/vetpref/index.aspx.

IF APPLYING AS A CTAP/ICTAP ELIGIBLE:
You must submit the following documentation demonstrating eligibility for CTAP/ICTAP:

• Resume
• Agency Reduction in Force notice;
• Most recent SF-50 noting current position, grade level, and duty location
• Most recent performance appraisal (must be fully successful or above)

Next steps