Clarification from the agency

This announcement is open to current, permanent Veteran Health Administration (VHA) Employees Only! VHA Employee Status-If you are unsure of if your current duty assignment falls under the Veterans Health Administration to be considered for this position, you can verify by referring to Block 22 on your most recent SF-50.

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This position serves as the Veteran Experience Officer (VEO) at LVAHCS and is aligned in the Office of the Assistant Director, reporting to the Assistant Director. The Veteran Experience Officer will work directly with the executive team and leaders across the healthcare system to assess and communicate performance and to create change at all levels of the organization.

Duties and Responsibilities for the GS-12 Supervisory Program Specialist include, but may not be limited to:

• Provides program oversight, coordination, and leadership related to Veteran Experience across organizational lines.
• Collects, analyzes, and trends data related to Veteran satisfaction or Voice of the Veteran.
• Provides briefings or presentations regarding VE initiatives an data to executive leadership, service chiefs, and front-line employees.
• Chairs the VE Committee and helps influence strategic projects related to Veteran Experience.
• Evaluates subordinates' performance and counsels employees to resolve performance and conduct problems.
• Translates Veteran feedback into recommendations for leadership regarding initiatives to improve the overall Veteran experience.
• Addresses concerns from Veterans, family members, congress, etc.
• Translate management goals and objectives into coordinated operations, including management of resources.
• Reviews data from various feedback mechanisms, analyzes, summarizes, and implements business solutions to support Veteran experience and satisfaction.
• Collaborates with services and programs to gain feedback and resolve Veteran problems, concerns, and unmet needs.
• Communicates the VHA and Lexington VAHCS mission and policies to Veterans and staff.
• Routinely engages with key stakeholders such, including VISN, Congress, community partners, and accrediting bodies , by face-to-face, telephone, email, or written methods.
• Determine training needs to ensure facility meets goals and objectives related to Veteran Experience.
• Other duties as assigned.

Work Schedule: Monday-Friday | 7:30am-4:00pm
Telework: This position may be authorized for AdHoc telework. Telework eligibility will be discussed during the interview process.
Position Description/PD#: Supervisory Program Specialist/PD303770
Relocation/Recruitment Incentives: Not Authorized
Critical Skills Incentive (CSI): Not Authorized
Permanent Change of Station (PCS): Authorized
PCS Appraised Value Offer (AVO): Authorized

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, 02/06/2026.

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.

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.

Permanent Employee Status: If you are unsure if you have permanent employee status to be considered for this position, you can verify your status by referring to Box 24 on your most recent SF-50. The box must have a 1 or 2 in order to be considered for this position.

In addition to the Time-in-Grade Requirements, you must also meet the following specialized experience:

GS-12 Supervisory Program Specialist -

SPECIALIZED EXPERIENCE: Carefully read the following descriptions of the required specialized experience for the Supervisory Program Specialist (Veterans Experience Officer), GS-0301-12 position. Your resume must support your response. Applicants 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 include:
1. Knowledge of the mission, organization, programs, and requirements of healthcare delivery systems to plan, organize and implement an exceptional Veterans Experience Program.
2. Knowledge of Patient Rights and Responsibilities, Veterans benefits, clinical appeals process, caregiver appeals process, etc., to act on behalf of the facility Director to resolve problems, expedite services or implement necessary corrective measures with established facility policies and where appropriate through committee participation.
3. Knowledge of the Medallia, PAT, and VSSC data sets for measurement of patient experience and satisfaction.
4. Ability to communicate to exchange meaningful information among individuals and groups in face-to-face or telephone interactions using various visual and auditory methods to learn, inform, persuade, inspire, motivate, and influence along with presenting information and ideas clearly and in writing to conduct internal and external business.
5. Ability to plan, organize, and monitor work, set priorities, conduct studies/evaluations, determine short or long-term goals and strategies to achieve them; coordinating, evaluating, analyzing, and managing projects

To be creditable, specialized experience must have been equivalent to the GS-11 level in Federal service to qualify at the grade 12.NOTE: Evidence of specialized experience must be supported by detailed documentation of duties performed in positions held. Please provide such documentation on resume.

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

• Administration and Management
• Communication
• Customer Service (Clerical/Technical)
• Lead or Supervise

A one-year supervisory/managerial probationary period may be required.

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.

Basis for Selection: Selections for positions will be based on the objective evaluation of the candidates' total qualifications for the position. "Qualifications" means the combination of experience, training, education, skills, knowledges, abilities, personal characteristics, and merit factors deemed to be pertinent to successful performance.

Physical Requirements: The work is primarily sedentary, although some slight physical effort may be required such as walking, bending, standing, carrying items such as medical records and assisting personnel in wheelchairs. Most work can be done while seated, at a desk and computer keyboard. Frequent walking may be required for frequent and routine point of care rounding. Incumbent may travel to all sites of care within the LVAHCS for employee education and training programs, as well as employee and community Town Hall meetings.

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/.

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 WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE.

Narrative responses are not required at this time. If you are referred for consideration, you may be asked to submit additional job related information, which may include, but not limited to; responses to the knowledge, skills and abilities; completion of a work sample, and/or contact for an interview. Your resume and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect your rating or consideration for employment.

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.

For more information on the "Who may apply" eligibility requirements, please refer to the OHRM Status Candidates and Other Candidate Definitions document.

Placement Policy: The posting of this announcement does not obligate management to fill a vacancy or vacancies by promotion. The position may be filled by reassignment, change to lower grade, transfer, appointment, or reinstatement. Management may use any one or any combination of these methods to fill the 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.