Supervisory Program Specialist

This position serves as the Veteran Experience Officer (VEO), organizationally reporting to the Associate Medical Center Director. This position is located within a Veterans Health Administration (VHA) Health Care System (HCS) at the Department of Veterans Affairs (VA). The primary purpose of the VEO is to complete all functions related to Veteran experience matters including Veteran experience efforts and policies and activities that may be developed. Duties include, but are limited to: Responsible for bringing systems together to function seamlessly, promoting a culture that considers the needs of the patients and staff, identifying opportunities to improve experiences, and prioritizing and designing action plans for leadership endorsement. Respond to current patient experience affairs and proactively plan for a sustainable culture that is patient-centric. Enhance experiences through proactive approaches based on satisfaction and experience data, resolutions to common complaints, identification, and correction of system issues impacting the experience and satisfaction, education of staff regarding efforts and strategies, and application of data to identify trends and patterns that negatively impact the experiences. Provide the development, maintenance, and operation of the patients' experience model. Responsible for translating policies, theories, and strategies into action within the complex interrelationships that exist related to the patients' experience model and customer service programs. Work Schedule: Monday through Friday, 7:30 am to 4:00 pm or 8:00 am to 4:30 pm Telework: Ad hoc eligible. Approval based on needs of the service and agency. Virtual: This is not a virtual position. Position Description/PD#: Supervisory Program Specialist/PD922700 Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): Not Authorized To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 10/05/2026. 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-13 position you must have served 52 weeks at the GS-12. 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-12 in the normal line of progression for the occupation in the organization. Qualifying specialized experience includes: leads, coordinates, and manages to establish continuous improvements; Works with senior executives to establish strong commitment and support; educates managers and line employees; addresses training needs and seeks tools to support the efforts to develop, build, implement, and manage programs; develops strategic plans and ensures directives are met in preparing annual and cyclic planning documents regarding program; acts to resolve problems, expediate services, or implement necessary actions and efforts within established policies. 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/. 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. Physical Requirements: 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. 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, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest. There is no educational substitution at this grade level. 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. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.