The Supervisory Program Specialist provides supervision, guidance, and assistance to Social Service Representatives (SSR) in the performance of their duties. The National Call Center for Homeless Veterans (NCCHV) business line supports multiple nation-wide VA programs and facilities/business units and provides information and/or referrals to community non-profits in their area or other government resources.
Summary
The Supervisory Program Specialist provides supervision, guidance, and assistance to Social Service Representatives (SSR) in the performance of their duties. The National Call Center for Homeless Veterans (NCCHV) business line supports multiple nation-wide VA programs and facilities/business units and provides information and/or referrals to community non-profits in their area or other government resources.
Open to current permanent employees of Member Services currently serving on career/career-conditional appointments including VA Title 38, Hybrid Title 38, and Canteen employees on excepted appointments covered by the interchange agreement and those eligible under CTAP.
Major Duties include (but are not limited to): Provides administrative and human resource management functions relative to staff supervised; Develops new or proposed policies, procedures, and guidelines and make recommendations to management on the need for new or modified policies; Plans and accomplishes special projects within prescribed timelines; Completes performance appraisals on all employees in accordance with guidelines; Evaluates processes and procedures and makes recommendations to ensure effective organizational functioning; Undertakes or participates in special projects, ongoing analyses, investigations, and initiatives; Manages special projects for major programs issues of broad impact to the agency; Develops proposals and/or plans related to the implementation of new or modified programs or projects; and Recommends and/or initiates changes to standard operating procedures (SOP's) based on feedback or own observation.
Promotion Potential: This GS-9 position is being announced at the full performance level. Work Schedule: Full Time, 40 hours per week. (This call center operates 24/7/365 and your shift will be anytime between Sunday through Saturday, including nights, weekends, and holidays). Hours are TBD. Remote: This position is not authorized for Remote work. Telework: This position may be authorized for Telework. Telework eligibility will be discussed during the interview process. Position Description/PD#: Supervisory Program Specialist/PD03624A Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): Not Approved
Selective Service Registration is required for males born after 12/31/1959
You may be required to serve a probationary/trial period
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.
Qualifications
To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 07/14/2026.
Time-In-Grade Requirement (GS-09): 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 this 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 verifies 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 additional SF-50's that clearly demonstrates one-year time-in-grade. PleaseNote: Time-In-Grade requirements also apply to former Federal employees applying for reinstatement with CTAP eligibility.
You may qualify based on your Specialized Experience and/or education as described below.
Specialized Experience (GS-09): 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 include (but are not limited to):
1) Gives advice, counsels, or provides instructions on both work and administrative matters
2) Provides supervision, guidance, and assistance to representatives in the performance of their duties
3) Analyzes individual employee and section performance and productivity on both a qualitative and quantitative basis
4) Coach and monitor employees on a monthly schedule
5) Completes daily, monthly, quarterly, and annual reports and statistical data analysis
6) Identifies problems based on relevant research and/or investigative results and makes recommendations for resolution
7) Prepares and presents information, recommendations, and conclusions based on research, analysis, and evaluation. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have a master's or equivalent graduate degree or 2 full years of progressively higher level graduate education leading to such a degree or a LL.B. or J.D. (if related) OR, Combination: Applicants may also combine education and experience to qualify at this level. You must have a combination of Specialized Experience and education beyond 1 full year of graduate level education.
You will be rated on the following Competencies for this position:
Accountability
Customer Service
Decisiveness
Flexibility
Interpersonal Skills
Problem Solving
Resilience
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 sedentary with no special physical demands. Work may involve talking for long periods of time and often involves long periods of interaction at computer terminals.
A transcript must be submitted with your application if you are basing all or part of your qualifications on education.
Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. 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. For further information, visit: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.
Additional information
Receiving Service Credit or Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6, or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed.
This job opportunity announcement may be used to fill additional vacancies.
If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement.
Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.
A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.
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 membe
A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.
To apply for this position, you must provide a complete Application Package which includes:
Resume
The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please make sure you have included other documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50's (current/former VA employees), documentation to support Veterans Preference claims, or CTAP documentation (for displaced VA employees). You will not be contacted for additional information.
Cover Letter
DD-214/ Statement of Service
Disability Letter (Schedule A)
Other (1)
Performance Appraisal
Resume
Separation Notice (RIF)
SF-15
SF-50/ Notification of Personnel Action
Transcript
SF-50, Notification of Personnel Action (if applicable for Time in Grade and/or Eligibility):
Most recent SF-50 if you are a current or former VA employee
An SF-50 that verifies your time-in-grade eligibility has been met must be submitted with your application materials. If your 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 additional SF-50's that clearly demonstrates one-year time-in-grade has been met.
Award 50's do not provide sufficient information and will not be accepted for the purpose of verifying time-in-grade.
Examples of appropriate SF-50's include:
Most Recent SF50
Within grade increase SF50's at the highest grade held
Promotion SF50's with an effective date more than one year old
SF-50's at the highest grade held with an effective date more than one year old.
Veterans Preference: When applying for Federal Jobs, eligible Veterans should claim preference for 5pt (TP), 10pt (CP/CPS/XP), or for Sole Survivor Preference (SSP) in the questionnaire. You must provide a legible Member 4 copy of your DD214(s) which shows dates and character of service (honorable, general, etc.). If you are currently serving on active duty and expect to be released or discharged within 120 days you must submit documentation related to your active duty service which reflects the dates of service, character of service (honorable, general, etc.), and dates of impending separation. Additionally, Disabled American Veterans and others eligible for 10-point preference (such as widows or mothers of eligible Veterans) must also submit an SF-15 'Application for 10 Point Veteran Preference' with required proof as stated on the form. Documentation is required to award preference. For more information on Veterans Preference, please visit Feds Hire Vets - Veterans - Job Seekers - Veterans' Preference.
If you are relying on your education to meet qualification requirements:
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
All applicants are encouraged to apply online. To apply for this position, you must complete the questionnaire and submit the documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on 07/14/2026 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12999635.
To begin, click Apply Online to create a USA JOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents and complete the occupational questionnaire.
Click Submit My Answers to submit your application package.
NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.The Career Transition Assistance Plan (CTAP) provide eligible displaced VA competitive service employees with selection priority over other candidates for competitive service vacancies. To be qualified you must submit appropriate documentation (a copy of the agency notice, your most recent performance rating, and your most recent SF-50 noting current position, grade level, and duty location) and be found well-qualified for this vacancy. To be well-qualified, applicants must possess experience that exceeds the minimum qualifications of the position including all selective factors, and who are proficient in most of the required competencies of the job. Information about CTAP eligibility is on OPM's Career Transition Resources website at http://www.opm.gov/policy-data-oversight/workforce-restructuring/employee-guide-to-career-transition/.
During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions.
VHA Central Office - Member Services
3401 SW 21st St Bldg 9
Topeka, KS 66604
US
Next steps
Once your online application is submitted you will receive a confirmation notification by email. After we receive application packages (including all required documents) and the vacancy announcement closes, we will review applications to ensure qualification and eligibility requirements are met. After the review is complete, a referral certificate(s) is issued and applicants will be notified of their status by email. Referred applicants will be notified as such and may be contacted directly by the hiring office for an interview. All referred applicants receive a final notification once a selection decision has been made.
You may check the status of your application at any time by logging into your USA Jobs account and clicking on Applications. Information regarding your application status can be found in the USAJobs Help Center.
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
To apply for this position, you must provide a complete Application Package which includes:
Resume
The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please make sure you have included other documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50's (current/former VA employees), documentation to support Veterans Preference claims, or CTAP documentation (for displaced VA employees). You will not be contacted for additional information.
Cover Letter
DD-214/ Statement of Service
Disability Letter (Schedule A)
Other (1)
Performance Appraisal
Resume
Separation Notice (RIF)
SF-15
SF-50/ Notification of Personnel Action
Transcript
SF-50, Notification of Personnel Action (if applicable for Time in Grade and/or Eligibility):
Most recent SF-50 if you are a current or former VA employee
An SF-50 that verifies your time-in-grade eligibility has been met must be submitted with your application materials. If your 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 additional SF-50's that clearly demonstrates one-year time-in-grade has been met.
Award 50's do not provide sufficient information and will not be accepted for the purpose of verifying time-in-grade.
Examples of appropriate SF-50's include:
Most Recent SF50
Within grade increase SF50's at the highest grade held
Promotion SF50's with an effective date more than one year old
SF-50's at the highest grade held with an effective date more than one year old.
Veterans Preference: When applying for Federal Jobs, eligible Veterans should claim preference for 5pt (TP), 10pt (CP/CPS/XP), or for Sole Survivor Preference (SSP) in the questionnaire. You must provide a legible Member 4 copy of your DD214(s) which shows dates and character of service (honorable, general, etc.). If you are currently serving on active duty and expect to be released or discharged within 120 days you must submit documentation related to your active duty service which reflects the dates of service, character of service (honorable, general, etc.), and dates of impending separation. Additionally, Disabled American Veterans and others eligible for 10-point preference (such as widows or mothers of eligible Veterans) must also submit an SF-15 'Application for 10 Point Veteran Preference' with required proof as stated on the form. Documentation is required to award preference. For more information on Veterans Preference, please visit Feds Hire Vets - Veterans - Job Seekers - Veterans' Preference.
If you are relying on your education to meet qualification requirements:
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
All applicants are encouraged to apply online. To apply for this position, you must complete the questionnaire and submit the documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on 07/14/2026 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12999635.
To begin, click Apply Online to create a USA JOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents and complete the occupational questionnaire.
Click Submit My Answers to submit your application package.
NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.The Career Transition Assistance Plan (CTAP) provide eligible displaced VA competitive service employees with selection priority over other candidates for competitive service vacancies. To be qualified you must submit appropriate documentation (a copy of the agency notice, your most recent performance rating, and your most recent SF-50 noting current position, grade level, and duty location) and be found well-qualified for this vacancy. To be well-qualified, applicants must possess experience that exceeds the minimum qualifications of the position including all selective factors, and who are proficient in most of the required competencies of the job. Information about CTAP eligibility is on OPM's Career Transition Resources website at http://www.opm.gov/policy-data-oversight/workforce-restructuring/employee-guide-to-career-transition/.
During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions.
VHA Central Office - Member Services
3401 SW 21st St Bldg 9
Topeka, KS 66604
US
Next steps
Once your online application is submitted you will receive a confirmation notification by email. After we receive application packages (including all required documents) and the vacancy announcement closes, we will review applications to ensure qualification and eligibility requirements are met. After the review is complete, a referral certificate(s) is issued and applicants will be notified of their status by email. Referred applicants will be notified as such and may be contacted directly by the hiring office for an interview. All referred applicants receive a final notification once a selection decision has been made.
You may check the status of your application at any time by logging into your USA Jobs account and clicking on Applications. Information regarding your application status can be found in the USAJobs Help Center.
Fair and transparent
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
