Clarification from the agency

Current and permanent employees of the Department of Veteran Affairs and those eligible for consideration via CTAP. **Please ensure an SF50 is provided with your application that documents you meet the area of consideration for this vacancy announcement. You must also include documentation of approval by service chief to apply for the detail.

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The Training Instructor, GS-1712-09, functions as part of the Clinical Contact Center (CCC) team to accomplish the VA's mission, vision, and goals. The incumbent of the position must possess strong leadership skills and extensive knowledge of an outpatient clinic environment, inpatient hospital environment, extensive knowledge of the National Scheduling Directives, Computerized Scheduling Systems, Enrollment and Eligibility requirements, insurance capture and other computer hardware and software programs.

Duties for the position include but are not limited to:

• Responsible for the design, development, and training of all administrative personnel assigned to scheduling patient appointments throughout the VISN 21 Clinical Contact Center. These duties include developing learning objectives, training content, participant handouts, and interactive, participant-centered, accelerated learning activities; implementing developed content and activities; and measuring success of learning activities.
• Research information for course content; VHA Directive searches; searches of appropriate audiovisual and other supplemental training tools; and using judgment in selecting the most appropriate tools and teaching methods from a wide variety of possible choices.
• Works in tandem with all CCC Chiefs, Managers and Leads to ensure technical compliance and strategic alignment and may teach several topics within the complex curriculum.
• Work with facility, counterparts, and subject matter experts to implement and adjust curriculum materials to incorporate new, relevant information, as required by National, VISN, and/or local directives and strategic goals.
• Provides guidance and assistance to the CCC Core Services (i.e., Scheduling and Administration, Clinical Triage, Virtual Clinic Visits, and Pharmacy) Leadership on local strategic priorities and National VA requirements for program content, including technical assistance in revising existing course content and designing new content in order to comply with any applicable directives, policies, new mandates, etc.
• Responsible for compliance, reporting, and planning specific to any related performance monitors or measures.
• Formally evaluates the effectiveness of staff and program and curricula content, evaluates participant feedback, and determines changes as needed.
• Participates in meetings, peer review activities, conferences, and training programs relevant to the development and maintenance of the VISN CCC scheduling education and training standards.
• Track timely completion of all internally assigned employee education modules as presented via Talent Management Service (TMS).
• Perform audits as an objective and systemic evaluation to provide an independent assessment of the employee performance of scheduling activity, telephone skills, customer service and other activities related to job function.
• Responsible for scheduling and facilitating various courses, with participant groups ranging from specific staff to health care system-wide groups and is responsible for accommodating the learning needs of various participant groups across the VISN.
• Responsible for independently facilitating large groups and smaller groups. They provide consistent information in regularly repeating classes and in curriculum which must build upon itself to maximize impact in order to develop the learner over time.
• Performs other related duties as assigned.

**Employee is responsible for having high speed internet, that is compatible with working remotely.

**Please note that employees currently occupying a non-Title 5 position are not eligible for consideration for this detail opportunity. Only those occupying a Title 5 position are eligible for consideration.

**Applicants will be reviewed in groups of 50 in the order in which their application was received. Those applicants not providing all required documents will NOT be reviewed.

Work Schedule: Monday - Friday; 8:00 a.m. - 4:30 p.m. PST; Subject to change to meet the needs of the Agency
Telework: This position may be authorized for telework. Telework eligibility will be discussed during the interview process.
Virtual: This is a virtual position.
Position Description/PD#: Training Instructor (Clinical Contact Center) - Detail NTE 120 Days/PD497-02358-O
Relocation/Recruitment Incentives: Not Authorized
Critical Skills Incentive (CSI): Not Authorized
Permanent Change of Station (PCS): Not 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 identification 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, 06/22/2026.

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-09 position you must have served 52 weeks at the GS-07. 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.

Individual Occupational Requirements: You must possess one of the following:

• Undergraduate and Graduate Education: Major study -- education or a subject area related to the position to be filled. OR,
• Specialized Experience (for positions above GS-5): Experience that demonstrated a practical knowledge of the subject area of the position and of the methods and techniques of instruction. Examples of qualifying specialized experience include: Teaching or instructing in an adult education program, secondary school, college, military installation, or industrial establishment in the appropriate field(s). Supervising or administering a training program. Development or review of training/course materials, aids, devices, etc., and evaluation of training results. Work in the occupation or subject-matter field of the position to be filled that required training or instructing others on a regular basis.

In addition to meeting one of the Individual Occupational Requirements above, you must also meet the specialized experience and/or education requirements listed below:

• Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-07 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: providing subject-matter classroom training to others within an organization; participating in the design, development, evaluation and/or modification of training materials; perform audits as an objective and systemic evaluation to provide an independent assessment of employee performance; compliance, reporting, and planning specific to any related performance monitors or measures; formally evaluates the effectiveness of staff, program, and curricula content; evaluates participant feedback, and determines changes as needed; demonstrates expertise in scheduling requirements in the clinical setting. NOTE: Experience must be fully documented on your resume and must include job title, duties, month and year start/end dates AND hours worked per week. OR,
• Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have completed a master's degree or equivalent graduate degree, two (2) full years of graduate level education leading to such a degree, or LL.B. or J.D. in a related field that demonstrates the ability to perform the duties of this position. NOTE: This education must have been obtained at an accredited college or university. If you select this option, you must submit a copy of your transcript with your application. Education cannot be credited without documentation. OR,
• Combination: Applicants may also combine education and experience to qualify at this level. You must have equivalent combinations of successfully completed graduate-level education (beyond the first year) and specialized experience, as described above, which meets the total experience requirements for this grade level. NOTE: The education portion must include graduate courses that demonstrate the knowledge, skills, and abilities necessary to do the work of this position. This education must have been obtained in an accredited college or university. If you select this option, you must submit a copy of your transcript with your application. Education cannot be credited without documentation.

Preferred Experience:

• Proficient in course curriculum development, implementation and maintenance, possesses a minimum of one year of training experience with a diverse customer base, exhibiting moderate to expert knowledge in use of SharePoint, PowerPoint, TMS, Microsoft Office products and other electronic medium to communicate guidance, trainings and directives.
• Knowledge of and ability to develop training programs and materials that are consistent with current service, Medical Center, VISN, and national guidelines, rules, regulations, handbooks/directives.
• Knowledge of and skill initiating effective interpersonal relationships and negotiating solutions with supervisory staff, professional and non-professional staff, persons from other services, personnel in other VA facilities etc. with the ability to communicate training standards professionally both verbally and in writing.
• Ability to operate within the Team and individually with little supervision and oversight, pivoting between teaching/training a class, attending meetings and responding to emails, messages and staff requests for assistance in a timely manner, meeting deadlines and outcome expectations.

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

• Problem Solving
• Team Building
• Technical Competence
• Communication
• Computer Skills
• Forward Thinking

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: Position requires visual acuity, adequate auditory perception, clear distinctive speech, and manual dexterity. Position requires extended periods of sitting. The position may require some bending and carrying of items. The incumbent must be a mature, flexible, sensible individual capable of working effectively in stressful situations and able to shift priorities based on CCC, learner or customer needs. Must meet Employee Health mandates as a condition of employment.

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.

Area of Consideration: Eligible applications will be reviewed and referred in the following order:

1. CTAP Eligible
2. Current permanent VA employees of the VISN 21 Clinical Contact Center
3. All other VA employees