Supervisory Program Specialist

Description:

This is a Veteran Experience Officer position located in the Executive Director's office creating a Customer Relations unit modeled around a Patient Centered Care philosophy. Veteran Experience Officer is designed to ensure that quality health care and administrative services are provided promptly, courteously, and with compassionate understanding of Veterans' needs. Incumbent will work with senior leaders, employees and patient care leaders ensuring consistent robust positive customer service.

Requirements:

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 01/22/2026.

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-12 position you must have served 52 weeks at the GS-11. 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.

You may qualify based on your experience as described below:

GS-12 Grade Requirements

• Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-11 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Participating in top management discussions, decision making, policy setting and sharing responsibility for overall fulfillment of the Health Care System's mission. Hearing and resolving employee complaints and refers serious unresolved complaints to higher level management. Initiating action to correct performance or conduct problems. Effecting minor disciplinary measures such as warnings and reprimands and recommends action in more serious disciplinary matters. Preparing documentation to support actions taken. Identifying employee developmental needs and provides or arranges for training (formal and on-the-job) to maintain and improve job performance. Providing leadership at the executive level and has full responsibility for the comprehensive monitoring of the planning, coordination, and implementation of patient centered care, patient experience, and employee experience activities, committees and councils and other programs across the health care system

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

• Administration and Management
• Information Management
• Interpersonal Skills

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 includes walking, standing, bending, carrying of light items, and occasionally assisting with a wheelchair. In some instances, relationships with patients and caregivers can become intense and the incumbent is constantly exposed to high levels of stress and anxiety. This position demands emotional stability, as the incumbent is deeply involved with many challenging, seriously ill, and/or dying patients and their caregivers.

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/ .