Clarification from the agency

Current, permanent VA Palo Alto Healthcare System employees and CTAP eligibles may apply.

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Duties and responsibilities include, but not limited to:

• Planning, organizing, and conducting community outreach events (health fairs, Stand Downs, enrollment events, briefings at military installations/community centers) to connect Veterans or similar clients with healthcare or benefits services.
• Developing and executing outreach strategies to increase enrollment or utilization among hard-to-reach or underserved groups (e.g., recently separated service members, homeless or rural Veterans, women Veterans, other priority populations).
• Serving as the primary point of contact or lead for outreach initiatives, representing an organization at community events, transition programs, and stakeholder meetings to explain benefits and services.
• Coordinating with internal departments (eligibility, enrollment, primary care, specialty care, mental health, social work) and external partners (VSOs, state/local agencies, schools, community providers) to deliver integrated outreach and a seamless path to care or services.
• Developing comprehensive outreach plans aligned to organizational strategic goals, including defining target populations, activities, timelines, and evaluation measures.
• Creating educational materials (brochures, fact sheets, presentations, digital content) that explain healthcare benefits, eligibility rules, and enrollment processes in a clear and culturally sensitive way for diverse audiences.
• Delivering group presentations and one-on-one educational sessions to Veterans, families, caregivers, and community stakeholders on available programs and how to access them.
• Providing authoritative guidance on healthcare or benefit eligibility and application procedures, and answering complex questions from clients and partner organizations.
• Collecting, tracking, and analyzing outreach, enrollment, and utilization data to evaluate program effectiveness; preparing reports and recommending changes based on trends and feedback.
• Using data systems or tracking tools (e.g., Excel, VistA/other EMR, customer databases) to document outreach contacts, applications initiated, and successful enrollments.
• Identifying service gaps or underserved geographic areas and designing targeted outreach initiatives to address them.
• Leading or contributing to quality improvement projects to enhance the effectiveness, efficiency, or reach of outreach programs.
• Building and maintaining collaborative relationships with Veteran Service Organizations, community providers, military installations, and other partners to expand outreach reach and referral networks.
• Applying knowledge of military culture, transition issues, and common Veteran concerns to build rapport, address hesitancy or misinformation, and motivate Veterans to enroll in care.
• Ensuring compliance with privacy and security requirements (e.g., HIPAA, Privacy Act) when handling personal and health information during outreach and enrollment activities.
• Using Microsoft Word, Excel, PowerPoint, Outlook, and similar tools to draft correspondence, develop outreach materials, manage schedules, and prepare data-driven briefings or reports.

Promotion Potential: The selectee may be promoted to the full performance level without further competition when all regulatory, qualification, and performance requirements are met. Selection at a lower grade level does not guarantee promotion to the full performance level.

Work Schedule: Monday - Friday, 8:30 am to 4:30 pm
Virtual: This is not a virtual position.
Position Description/PD#: Veterans Outreach Program Specialist/PD03277-O and PD03276-O
Relocation/Recruitment Incentives: Not authorized
Critical Skills Incentive (CSI): Not approved
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, 07/07/2026.

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. 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. 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.

You may qualify based on your experience and/or education as described below:

GS-09 Grade

• 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:
  • Understands the organizational structure and functions of VHA, VISN 21, and VAPAHCS, including the range of healthcare services available and how to access them; uses program management principles including planning, implementation, evaluation, and continuous quality improvement to develop and oversee successful outreach initiatives; identifies federal privacy laws and regulations, including HIPAA and the Privacy Act, to ensure appropriate handling of Veterans' personal and health information during outreach activities; applies communication strategies and interpersonal skills to establish rapport with Veterans, address their concerns, and motivate them to enroll in VA healthcare services.
  • 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 two (2) years of progressively higher-level graduate education or masters or equivalent graduate degree or LL.B. or J.D., in a related field of the position to be filled. Education at the graduate level must have been obtained in an accredited college or university and must demonstrate the knowledge, skills, and abilities necessary to do the work of this position. NOTE: Transcripts must be submitted with your application materials. Education cannot be credited without documentation. OR,
• Combination: Applicants may also combine education and experience to qualify at this level. You must have an combination of specialized experience and education beyond the first year.

GS-11 Grade:

• 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:
  • Identifies VA healthcare benefits, eligibility requirements, enrollment procedures, and services to accurately inform Veterans about their healthcare options and guide them through the enrollment process; Uses outreach principles, methods, and techniques to develop and implement effective strategies for reaching diverse Veteran populations, particularly those who are underserved or face barriers to care; performs data collection methods, analysis techniques, and reporting practices to evaluate program effectiveness, identify trends, and make data-driven decisions about outreach strategies; applies knowledge of the military culture, transition process, and common concerns of Veterans to effectively communicate with and address the needs of Veterans from different service eras and with diverse experiences; identifies community resources, Veteran service organizations, and other stakeholders to develop collaborative relationships that enhance outreach effectiveness and create a network of support for Veterans seeking healthcare.
  • 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 three (3) years of progressively higher-level graduate education leading to a Ph.D. degree, LL.M., or equivalent doctoral degree in the related field of the position to be filled. The education portion must include courses that demonstrate the knowledge, skills, and abilities necessary to do the work of this position. Education must have been obtained in an accredited college, or university. NOTE: Transcripts must be submitted with your application materials. Education cannot be credited without documentation. OR,
• Combination: Applicants may also combine education and experience to qualify at this level. You must have an combination of specialized experience and education beyond the first 2 years.

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

• Clerical
• Customer Service (Clerical/Technical)
• Organizational Awareness
• Standards

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 primarily sedentary but requires periods of standing, walking, and carrying lightweight materials during outreach events, health fairs, and presentations. The incumbent may need to set up and break down informational displays and handle outreach materials and equipment weighing up to 25 pounds. The position requires travel throughout the service area to conduct outreach activities, including driving to community locations, military installations, and rural areas. Some evening and weekend work may be required to reach Veterans during non-traditional hours or at community events.

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.