This Position Is No Longer Available
  1. Overview
  2. Duties
  3. Qualifications & Evaluations
  4. Benefits & Other Info
  5. How to Apply

Job Title:Supervisory, Program Specialist (Customer Service)

Department:Department Of Veterans Affairs

Agency:Veterans Affairs, Veterans Health Administration

Job Announcement Number:VHA-652-13-PAD-964182

This position is closed and no longer accepting online applications through USAJOBS.

The contents of the announcement can still be viewed.


$70,201.00 to $91,260.00 / Per Year


Thursday, September 19, 2013 to Wednesday, September 25, 2013




Full Time - Permanent


1 vacancy in the following location:
Richmond, VA United StatesView Map


Applications are being accepted from permanent employees of the Department of Veterans Affairs, including permanent employees of the Veterans Canteen Service/current federal employees with transfer eligibility/former competitive service federal employees with reinstatement eligibility/veterans eligible under VEOA or 30% service connection/others with eligibility under special hiring authorities.


Vacancy Identification Number (VIN): 964182 (Include on all documents) 

To fulfill President Lincoln's promise - "To care for him who shall have borne the battle, and for his widow, and his orphan" - by serving and honoring the men and women who are America's Veterans.

How would you like to become a part of a team providing compassionate care to Veterans?

As a VA professional, your opportunities are endless. With many openings in the multiple functions of VA, you will have a wide range of opportunities at your fingertips. Not only is it the largest, most technologically advanced integrated health care system in the nation, but we also provide many other services to Veterans through the Benefits Administration and National Cemeteries.

VA Encourages Persons with Disabilities to Apply


  • U.S. Citizenship
  • Designated and-or random drug testing may be required
  • Background and-or security investigation required
  • Time-in-grade requirements must be met by closing date


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The Supervisory, Program Specialist is assigned to the Office of the Associate Director at the McGuire VA Medical Center in Richmond, Virginia.   Incumbent serves as a program manager for customer service and works in collaboration with the VISN 6 Customer Service Manager in the refinement, implementation and adaptation of VISN Customer Service initiatives at the medical center. 

The incumbent is responsible for developing, implementing, coordinating and evaluating a comprehensive Customer Service program within the medical center and its outpatient clinics.   The Customer Service program is designed to ensure that quality health care services are provided promptly, courteously, and with compassionate understanding of veterans' needs and the needs of those responsible for their care.   The incumbent will work with senior leaders, employee and patient care leaders and educators in ensuring that a consistent and robust positive customer service culture is maintained at the medical center. 

The Customer Service Manager is responsible for the supervision of the Patient Advocate staff at the Medical Center.

Work schedule: Monday - Friday, 8:00 AM - 4:30 PM

Fair Labor Standards Act (FLSA) Status:  Exempt

Supervisory Position:  Yes

Bargaining Unit Position:  No

Recruitment/Relocation Incentives:  Not authorized

Relocation Expenses:  Not authorized


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SPECIALIZED EXPERIENCE:   At least one year of specialized experience equivalent to the GS-11 in Federal Service.



Your resume should demonstrate the following knowledge, skills and abilities: 

  • Knowledge of the mission, organization, programs, functions and requirements of the VA Health Care delivery system and other private and public systems, and the ability to use this knowledge in solving multi-dimensional problems.
  • Knowledge and skill in applying analytical and evaluative methods and techniques to issues or studies concerning the assessment and improvement of program effectiveness or the improvement of complex management processes and systems.
  • Ability to facilitate teamwork, promote effective organizational dynamics, and communicate effectively with subordinate staff, co-workers, managers, upper management, etc., in order to gather information, negotiate solutions to difficult issues, coordinate services/activities, provide guidance to others, resolve problems, etc.
  • Demonstrated skill in oral and written communication with a variety of people from different backgrounds and different levels of understanding.   This may include clerical, technical, administrative and professional (medical and non-medical) people at all levels in the agency.
  • Ability to manage/supervise the activities of subordinates, i.e., plan, organize, delegate, direct, control and review.

Unofficial transcripts are required whenever qualifying based on education.  Education must demonstrate the knowledge, skills, and abilities necessary to do the work. A transcript or course listing must be submitted with your application if you are basing all or part of your qualifications on education.

For more information on these qualification standards, please visit OPM's web site at

APPLICANTS PLEASE NOTE: 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 (particularly positions with a positive education requirement.) Therefore, applicants must report only attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education. Applicants can verify accreditation at the following website: All education claimed by applicants will be verified by the appointing agency accordingly. *** 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. ***

TIME-IN-GRADE REQUIREMENTS: In order to meet time-in-grade for this position, Federal employee applicants must have held the GS-11 grade or higher for one year. 

PHYSICAL REQUIREMENTS:  The work involves walking up to 3 mile through the Medical Center, parking lots and stairways to proactively interact with our patients in the locations patients go. The incumbent must be physically and emotionally resilient, able to positively engage with the public, empathizing with patients and families while professionally representing the Medical Center. Work will include an office setting, but, will also be accomplished in entrance areas, hallways, clinics and waiting room throughout the Medical Center and around the campus.


After the vacancy announcement closes, applications will be evaluated against the questionnaire responses to insure that you meet the minimum qualification requirements and that your application reflects the knowledges, skills, and abilities required of the position. 


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Working for the Department of Veterans Affairs offers a comprehensive benefits package that includes, in part, paid vacation, sick leave, holidays, life insurance, health benefits, and participation in the Federal Employees Retirement System. In addition to traditional "dollars and cents" benefits, we offer a range of benefits to help balance work and life.  For more information please visit us at


  • Special Employment Consideration: VA encourages persons with disabilities to apply, including those eligible for hiring under 5 CFR 213.3102(u), Schedule A, Appointment of persons with disabilities [i.e., intellectual disabilities, severe physical disabilities, or psychiatric disabilities], and/or Disabled veterans with a compensable service-connected disability of 30% or more
  • Interagency Career Transition Assistance Plan (ICTAP) and Career Transition Assistance Plan (CTAP): Provides eligible displaced Federal competitive service employees with selection priority over other candidates for competitive service vacancies. To be qualified you must submit appropriate documentation and be found well-qualified (have a final rating of 85 or more before any veterans preference points) for this vacancy. Information about ICTAP and CTAP eligibility is on OPM's Career Transition Resources website at
  • Performance Based Interviewing (PBI): PBI is utilized by our agency as part of the selection process. Please consult the website at for further information.
  • Additional vacancies: This job opportunity announcement may be used to fill additional vacancies.


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    All applicants are encouraged to apply online.

    To apply for this position, you must complete the occupational questionnaire and submit the documentation specified in the Required Documents section below.

    The complete application package must be submitted by 11:59 PM (EST) on
    Wednesday, September 25, 2013 to receive consideration.

    1. To begin, click Apply Online to create a USAJOBS account or log in to your existing account. Follow the prompts to select your USAJOBS resume and/or other supporting documents and complete the occupational questionnaire.

    2. Click the Submit My Answers button to submit your application package.

    It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.

    To verify your application is complete, log into your USAJOBS account,, select the Application Status link and then select the more information link for this position. The Details page will display the status of your application, the documentation received and processed, and any correspondence the agency has sent related to this application. Your uploaded documents may take several hours to clear the virus scan process.

    To return to an incomplete application, log into your USAJOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USAJOBS account or your application will be incomplete.

    Faxing Applications or Supporting Documents.

    You are encouraged to apply online. Applying online will allow you to review and track the status of your application. If you applied online and your application is complete, do not fax the paper application (1203FX) as this will overwrite your prior online responses and may result in you being found ineligible.

    If you completed the occupational questionnaire online and are unable to upload supporting document(s):

    1. To fax your documents, you must use the following cover page and provide the required information. Identify your documents with the vacancy ID which is:964182.

    2. Fax your documents to 1-478-757-3144.

    If you cannot complete the Application Package online, you may fax all of your materials. The complete application package must be submitted by 11:59 PM (EST) on Wednesday, September 25, 2013 to receive consideration. Keep a copy of your fax confirmation in the event verification is needed.

    To complete the occupational questionnaire and submit via fax:

    1. Click the following link to view and print the occupational questionnaire View Occupational Questionnaire.

    2. Print the 1203FX form, follow the instructions and provide your responses to the occupational questionnaire items .

    3. Fax the completed 1203FX form along with any supporting documents to 1-478-757-3144. Your 1203FX will serve as a cover page for your fax transmission.


    • Mailed/e-mailed application packages will not be accepted. Paper application packages can be faxed in Human Resources at the McGuire VA Medical Center in room 2K-150 from current VA bargaining unit employees ONLY. Manual submissions must be received by 4:00 PM on the closing date of the vacancy announcement.
    • Requests for reconsideration will not be considered for applicants who fail to submit a complete application package. We cannot be held responsible for incompatible software, fax transmissions, delays in mail service, etc.


    The following documents should be included in your application package: 

    • Resume (required)
    • Declaration of Federal Employment OF 306 – ( (all applicants except current Richmond VAMC employees)
    • Responses to the Occupational Questionnaire. (required)
    • Unofficial college transcript (required, if education is used to qualify) An official college transcript will be required before being selected.
    • Current Federal employees should submit a copy of their most recent performance appraisal.
    • Current VA Employees/Transfer Eligibles/Reinstatement Eligibles must submit a copy of their latest/last Notification of Personnel Action SF-50B.  (All applicants except current Richmond, VAMC employees)
    • Veterans eligibility documentation such as DD-214 or equivalent, SF-15 and VA Letters, as appropriate.
    • Any other documentation of education/awards/training, etc. which would enhance your qualifications for this position. 

    Failure to provide a complete application package may result in an ineligible rating or may affect the overall rating.


    Patty A. Davis
    Phone: (804)675-5095
    Agency Information:
    VHA Richmond VAMC
    Department of Veterans Affairs MC
    1201 Broad Rock Blvd
    HR Management Service - 05
    Richmond, VA


    After we receive your complete application package (including any required documents), your qualifications will be reviewed to decide if you meet the basic requirements. You will be notified when this decision is made.

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