Clarification from the agency

Open to current, permanent employees of the Office of Suicide Prevention, Veterans Crisis Line. NOTE: The 2-page Resume requirement does not apply to this occupational series. For more information, refer to Required Documents below.

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Major duties and responsibilities of this position include, but are not limited to, the following:

• Resolves work problems presented by staff and recommends or implements methods to improve production/quality of work in the unit.
• Provides subordinates with performance requirements and expectations.
• Tracks and evaluate progress providing feedback to the Crisis Responder.
• Makes recommendations for employee promotions or reassignments; approving leave requests; addressing leave issues; and taking disciplinary action in accordance with established policy.
• Assigns work to be accomplished by subordinates.
• Assists in the development and implementation of policies and procedures to ensure efficient and safe operation of the VCL.
• Ensures policies, training, and clinical procedures of the VCL are up to date and consistent with crisis intervention practice, clinical practice, and effective coordination of care.
• Completes structured diagnostic which require knowledge of medical terminology, diagnostic categories and medical record reviews.
• Works collaboratively with other members of VCL to identify appropriate services to patients in crisis.
• Communicate business goals, procedures, and quality standards and provides leadership with guidance regarding training, policy development, and data analysis.
• Coordinates with team members to initiate emergency services or create facility transportation plans as appropriate.
• Performs difficult and complicated reviews and analysis of complex issues, ambiguous situations, and ethical conflicts.
• Supervisory Crisis Responder must be able to pass their Interrater Reliability (IRR) Training course.

Work Schedule: Varied work schedule to include evenings, nights, weekends and holidays to provide 24/7 call center coverage. Tour will be determined after final selections and will be based on seniority. Tour is subject to change based on program needs. Selectees will be expected to work all shifts.
Compressed/Flexible Work Schedule: Not available
Remote: This is a remote position. Selectees will work 100% of the time in a non-VA-owned space that may be within or outside the commuting area of the agency. The employee's workspace must be suitable for conducting business and as such, remote employees are expected to provide a secure, distraction-free home-based worksite with reliable high speed internet connectivity. The employee will be required to travel to the closest VA Medical Center or VA Outpatient Clinic for issuance of equipment, and as needed for technical support. Selectees will be required to self-certify that their remote workplace meets all safety, privacy, and internet speed requirements.
Functional Statement #: 07745A
Relocation/Recruitment Incentives: Not authorized.
Permanent Change of Station (PCS): Not authorized.
Financial Disclosure Report: Not required.
This is not a bargaining unit position.

The Veterans Crisis Line (VCL) is aware of the inherent risks involved in managing callers who frequently contact VCL and may exhibit inappropriate or abusive behaviors. Crisis Responders are expected to manage stressful interactions with callers that may include inappropriate language, harassing remarks, abusive statements and direct threats. If selected for the position, applicants will be expected to provide Crisis Responders with the necessary supervisory support and guidance to assist them with maintaining a high level of professionalism and emotional resilience while working in an environment where they may regularly encounter customers who exhibit the aforementioned language and behaviors. VCL utilizes standard operating procedures and best practices /interventions to identify patterns of abusive behavior to ensure the well-being and safety of the customer and VCL staff through supportive measures.

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.
• Must be proficient in written and spoken English.
• 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).
• Complete all application requirements detailed in the "Required Documents" section of this announcement.

As a condition of employment for accepting this position, you will be required to serve a 1 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 trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.

Qualifications

Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met. NOTE: This applies to past, current, and upcoming VA Health Professions Trainees (HPT) only. VA HPT is an individual appointed to temporary positions in one or more VHA medical facilities performing clinical or research training experiences to satisfy program or degree requirements or admitted to the VA Health Professional Scholarship Program. HPTs can be either VA-paid or Without Compensation (WOC).

Basic Requirements:

• United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.
• English Language Proficiency: Must be proficient in spoken and written English. See 38 U.S.C. § 7403(f).
• Education and Experience:
  • Successful completion of a bachelor's degree or higher from an accredited college or university. The degree must be in a behavioral health or social science related field appropriate to the work of the position (e.g., psychology, social work, sociology, family counseling, mental health counseling, nursing, ministry and criminal justice); OR,
  • Two years of specialized experience as a first responder (e.g., Police, Medic, Emergency Medical Technician, Emergency Dispatch, etc.) or in a social science related field that included behavioral health crisis response, and two years of higher education (i.e., above the high school level) from an accredited college or university in a behavioral health or social science related field appropriate to the work of the position (e.g., psychology, social work, sociology, family counseling, mental health counseling, nursing, ministry and criminal justice); OR,
  • Successful completion of a bachelor's degree from an accredited college or university in any field and, one year of specialized experience that included behavioral health crisis response or mental health counseling.

NOTE: Transcripts must be submitted with application. Education cannot be credited without documentation. May qualify based on being covered by the Grandfathering Provision as described in the VA Qualification Standard for this occupation (only applicable to current VHA employees who are in this occupation and meet the criteria).

Grade Determination:

• Specialized Experience: In addition to the basic requirements, you must have one year of creditable experience equivalent to the GS-11 grade level, which is directly related to the position to be filled;

Demonstrated Knowledge, Skills, and Abilities: In addition to the experience above, the candidate must demonstrate the following KSAs:

• Knowledge and skill in management/administration, which includes supervision, consultation, negotiations, and monitoring.
• Ability to write policies, procedures, and or/practice guidelines.
• Ability to effectively interact with individuals and groups with cultural differences to problem-solve and negotiate complex issues and obtain cooperation.
• Ability to provide training, orientation, consultation, and guidance within clinical specialization of practice.
• Skill in developing interpersonal relationships including the ability to address the unique needs of Crisis Responders. This includes the provision of postvention as professionally indicated.
• Ability to evaluate program effectiveness and make recommendations for change, as appropriate.

Note: Relevant experience and KSAs must be demonstrated and represented within your resume.

Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/.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 performed in an office setting. The position requires some standing, bending and carrying items such as training materials. The incumbent will be supplied with and required to wear an officially approved uniform during all VCL special events.

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 MAY NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Your application, resume, C.V., and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect consideration for employment.

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.

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.

It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.

Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.