Clarification from the agency

Open to current, permanent employees of Member Services, and VA Employees nationwide.

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Promotion Potential: This position involves a multi-grade career ladder. The major duties listed below represent the full performance level of GS-09. At the GS-07 grade level, you will perform assignments of a more limited scope and with less independence. 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.

Major Duties:

• Provide clear guidance, from a call center operations perspective, while monitoring contact center staff performance with Veterans, their family members, and other customers for assigned HRC business lines (Help Desk, First Party, and the National Call Center for Homeless Veterans).
• Review inbound and outbound calls for accuracy, consistency, and timeliness.
• Provides confidential notification to staff regarding critical areas for improvement and coaching in accordance with organizational policy and procedures.
• Complete call handing each month to maintain proficiency in assigned HRC business lines.
• Identifies and escalates security breaches, privacy violations, complaints, and threats.
• Collect data to analyze and evaluate the accuracy and effectiveness of HRC team members.
• Recommend improvements in processes or procedures to enhance the QA program, business lines, and the performance of team members.
• Develop and maintain trending reports for business line leadership.
• Identify areas of inconsistency or deficiency and provide notification to management.
• Coordinate, facilitate, and coach team members to improve customer service and performance.
• Lead and facilitate meetings within HRC business lines to track and communicate changes.
• Develop, review, and maintain training materials for coaching.
• Perform other duties as assigned.

Work Schedule: Full-time, 40 hours per week, Monday through Friday, 8 hour shift between 6:45 am - 7:15 pm. Official tour of duty will be selected based on business needs and will start after training is completed.
Telework: This position may be authorized for telework. Telework eligibility will be discussed during the interview process.
Virtual: This position may be authorized for Virtual Work. Virtual Work eligibility is for current VA employees that are already subject to the return to in person work mandate in their current position.
Definition of Virtual Work: Employee works outside of original hiring duty station at a VA owned or leased space.
Return to Office (RTO): RTO mandates are in affect and selectees will be required to report to in person work unless they have an approved exemption already in place.
Position Description/PD#: Program Analyst/PD07796A and PD07833A
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, 08/26/2026.

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-07 position you must have served 52 weeks at the GS-05.
• 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.

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

• GS-07 Specialized Experience: You must have one year (52 weeks) of specialized experience equivalent to at least the next lower grade GS-05 in the normal line of progression for the occupation in the organization. Specialized experience is defined as work that involves (1) Determining program goals, objectives, and plans for achieving them; (2) Overseeing a comprehensive evaluation of program goals and objectives; (3) Establishing local policy in such areas as program emphasis and operating guidelines; (4) Administering a system for the development and communication of program policies; (5) Administering a management reporting system which provides appropriate data for decision-making. OR
• GS-07 Education: To qualify based on education for this grade level you must have 1 full year of graduate level education or Superior Academic Achievement. OR
• GS-07 Combination of Education and Specialized Experience Applicants may also combine education and experience to qualify at this level as long as the computed percentage of the requirements is at least 100%. To compute the percentage of the requirements, divide your total months of experience by 12. Then divide the total number of completed graduate semester hours (or equivalent) by 18. Add the two percentages.

• GS-09 Specialized Experience: You must have one year (52 weeks) 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. Specialized experience is defined as work that involves (1) Determining program goals, objectives, and plans for achieving them; (2) Overseeing a comprehensive evaluation of program goals and objectives; (3) Establishing local policy in such areas as program emphasis and operating guidelines; (4) Administering a system for the development and communication of program policies; (5) Administering a management reporting system which provides appropriate data for decision-making. OR
• GS-09 Education: 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 LL.B. or J.D., (if related). OR
• GS-09 Combination of Education and Specialized Experience: 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.

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/.


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

• Accountability
• Attention to Detail
• Customer Service
• Decision Making
• Flexibility
• Integrity/Honesty
• Interpersonal Skills
• Learning
• Reading Comprehension
• Reasoning
• Self-Management
• Stress Tolerance
• Teamwork

• Quality Management
• Teaching Others
• Customer Service
• Analysis and Problem Solving
• Interpersonal Skills

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: No special physical demands are required to perform the work. Work is sedentary and the employee may sit comfortably. Use of a computer and keyboard is extensive. There may be some walking, standing, bending, carrying of light items, etc. May involve traveling to meetings, coaching sessions, training events, etc., due to various locations.

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.