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Summary Provides operational support and expertise to the facility Pentad, participating in executive leadership discussions, decisions, and policy making. Using specialized knowledge and skills pertaining to health care delivery systems and working under broadly delegated authority, the incumbent acts to develop or modify objectives and boundaries of assignments as indicated and plays a critical and influential role in organizational performance and excellence. Responsibilities Major duties include (but not limited to): Provides staff training of patient experience program and improving patient experience within the facility. Supports the implementation of directives and performance measure targets associated with patient experience and customer service. Develops and implements patient experience programs based on patient demographics, relevant to Veteran population. Work with clinical and administrative staff to develop and implement process improvements, produce, and monitor action plans. Develop tools and methods, manage existing tools and methods, collecting and analyzing results, interpreting results, and communicating results. Partners with staff at all levels to develop strategies to improve service to stakeholders. Responsible for assigning, managing, monitoring, and facilitating the progress of facility workgroups. Work Schedule: Monday - Friday 8:00 am to 4:30 pm Telework: This position authorized for Ad-hoc telework only. Virtual: This is not a virtual position. Position Description/PD#: Supervisory Program Specialist (Supervisory Experience Officer)/PD673-065480 Relocation/Recruitment Incentives: Not Authorized. Permanent Change of Station (PCS): Not Authorized Requirements 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 dentification 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, 04/20/2026. GS-11 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-11 position you must have served 52 weeks at the GS-09. 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 and/or education as described below: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-09 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Incorporates best practice processes, tools, and programs in the delivery of customer-focused care. Determines methods to use and approaches to take in resolving conflicts that arise. Maintains clear communication across the facility to communicate program information through formal and informal training and education programs. Provides general supervision of the work to be done, and defines objective, priorities, and deadlines within the scope of the employee's responsibilities. Devise methods to improve behaviors and processes that drive measurable change in patient experience. OR, Education (Transcript Required): Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have a PhD. or 3 full years of progressively higher level graduate education leading to such a degree or LL.M., if related. Such education must demonstrate the knowledge, skills, and abilities necessary to do the work. OR, Combination (Transcript Required): Applicants may also combine education and experience to qualify at this level. You must have an combination of specialized experience and education beyond at least 1 year (18 semester hours) of graduate level education beyond a Master's or equivalent degree. Note: One year of full-time graduate education is considered to be the number of credit hours that the school attended has determined to represent 1 year of full-time study. If that information cannot be obtained from the school, 18 semester hours should be considered as satisfying the 1 year of full-time study requirement. You will be rated on the following Competencies for this position: Employee Development Public Service Motivation Stakeholder Management Technical Problem Solving Veteran and Customer Focus 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: Routine work requires phone, keyboard and computer mouse use, standing and sitting for extended periods of time, intermittent/non-strenuous ambulation around all areas of the medical center, and carrying light items such as papers, books, and coffee supplies. Occasionally, duties may require the movement of audio-visual equipment and/or classroom area organization and driving an automobile or golf cart. 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/. Education A transcript must be submitted with your application if you are basing all or part of your qualifications on education. 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/. Additional Information This job opportunity announcement may be used to fill additional vacancies. If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement. Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act.