Clarification from the agency

ALL US CITIZENS DIRECT HIRE AUTHORITY: This position is being filled using Direct-Hire Authority (5 CFR 337.201) for this occupation.

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Duties to include but not limited to:

• Distribute stock (durable medical equipment) via multiple avenues, face to face, mail and or delivery to clinic, to eligible veterans and posts stock issues to the veteran's records (2319) using any of the approved Prosthetic Programs (VISTA, APAT, etc.).
• The incumbent uses office automation equipment such as a computer, word processor, facsimile machines, ADP equipment (keyboard and visual display), calculator, copiers, and telephones to effectively communicate with others, produce forms, and complete correspondence or reports.
• The incumbent is responsible for clerical duties to facilitate efficient daily operations such as time keeping, meeting agendas, minutes, work orders and will participate in meetings, briefings and/or daily huddles.
• The incumbent operates the National Prosthetic and Sensory Aids software package to maintain a detailed and accurate accounting of all actions taken for veterans and documents their records (VAF 10-2319) showing items and/or services provided. Enters appropriate comments on the Prosthetic Record (2319) as necessary.
• Through personal interviews, phone conversations, and letters the incumbent communicates for a broad spectrum of complex inquiries from internal and external customers. Incumbent will serve as the subject matter expert when determining veterans eligibility for prosthetic appliance and/or services and in the event of an unfavorable decision the incumbent advises the veteran of his appellate rights. When prosthetics appliances or services are procured the incumbent ensures that the patient, family member or their caregivers receives instruction on the proper use of the appliance and/or service including equipment safety and maintenance prior to the appliance being issued. This requires the incumbent to have proficient knowledge of all prosthetics appliances and/or services provided to veterans. The incumbent must demonstrate a professional demeanor in order to successfully complete telephone and personal contacts with a view of creating confidence, respect, avoiding conflict and providing customer service.
• The incumbent may provide administrative support to the Administrative Officer, Prosthetic Representative and/or Prosthetic management regarding Patient Advocate Tracking System-Replacement (PATS-R) tool and MyHealtheVet (MHV).
• Complies with all safety/fire prevention rules and regulations, using protective equipment when required. Promptly reports all accidents and notifies supervisor of unsafe and or unhealthful conditions in the workplace.
• In the performance of official duties, the incumbent has regular access to printed and electronic files containing PHI/PII, which must be protected under the provision of the Privacy Act of 1974, HIPAA, and other applicable laws and regulations.
• The incumbent is responsible for scheduling appointments, including interpreting and verifying provider orders in accordance with vha national scheduling guidelines. Assignments at this level include, but are not limited to: scheduling, canceling, rescheduling patient appointments and/or consult; Entering no show information; preparing for clinic visits; Monitoring both inpatient and outpatient appointments for Prosthetics Orthotic Clinic.
• Examines and interprets clinical health record and medical entitlement for prosthetic items and services, advises veterans of the same. Use of the CPRS records is limited to reading and documenting actions on prosthetic consults. Identifies priorities on pending requests to comply with VA Central Office mandated five (5) day deadline.
• Incumbent is proficient with medical, prosthetics, and orthotic terminology. The employee maintains close contact with orthotist/prosthetist, physicians, therapists, and nurses prescribing the items and/or services necessary.
• Interactions with geriatric patients, responds appropriately to the functional disability (e.g., hearing, sight, physical limitations, cognitive loss, and depression).
• The incumbent will demonstrate knowledge and skills necessary to provide care appropriate for the different ages of the patients served on his or her assigned area period the individual demonstrates knowledge of the principles of growth and development over the span of life comma possess the ability to assess states reflective of the patient's status comma interprets the appropriate information needed to identify each patient's requirements relative to his or her age specific needs And provide the care needed as described in the service policies and procedures.
• Performs other duties as assigned.

Work Schedule: 8:00am- 4:30pm Monday thru Friday
Position Description Title/PD#: Program Support Assistant/PD24157A
Compressed/Flexible: Not Authorized
Telework: Not Authorized
Virtual: This is not a virtual position.

Conditions of employment

• You must be a U.S. citizen to apply for this job
• Subject to a background/suitability investigation
• Selective Service Registration is required for males born after 12/31/1959
• A complete application package; Resume, Transcripts, etc. is required
• 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.

Upon completion of your probationary period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.

As a condition of employment for accepting this position, you will be required to serve a 1-year probationary 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

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement.

GS-06 grade level: One year of specialized experience (equivalent to the GS-05 grade level in the federal service); experience that equipped the applicant with the particular knowledge, skills and abilities (KSA's) and other characteristics to perform successfully the duties of the position, and that is typically in or related to the work of the position to be filled, in the normal line of progression for the occupation in the organization. Specialized experience includes:

• Experience providing administrative and Technical Support within a clinical, prosthetics, or durable medical equipment (DME) program.
• Skill in reviewing, tracking, and processing prosthetic consults, purchase requests, and medical documentation.
• Experience coordinating with interdisciplinary clinical teams (e.g., Nurses, Therapists, Providers) to ensure timely completion of prosthetic actions.
• Experience using VA systems such as CPRS, VistA, Prosthetics Package, ECMS, and the Financial Management System to enter, update, or retrieve data.
• Demonstrated ability to communicate professionally with veterans, caregivers, patient advocates, and staff to address inquiries or results service-related issues.
• Experience prioritizing multiple time sensitive tasks and maintaining accuracy at a fast-paced healthcare environment.
• Knowledge of prosthetic items, services, and procurement workflows sufficient to support accurate ordering and documentation.
• Demonstrated proficiency in using VA prosthetic and clinical information systems (such as CPRS, Prosthetics Package, and VistA) To process consults, create purchase orders, and manage prosthetic workload.
• The ability to accurately navigate these systems and perform technical actions is essential for day one functionality in this position.
• Strong interpersonal communication skills and the ability to navigate sensitive conversations with veterans, clinical staff, and service leaders.
• Proven ability to work independently with minimal supervision while maintaining high accuracy and attention to detail.
• Skill in analyzing workflow issues and recommending administrative improvements to enhance efficiency in veteran service delivery.
• Familiarity with procurement regulations, purchase card processes, or durable medical equipment vendors and ordering procedures.
• Demonstrated commitment to customer service and delivering timely, veteran centered, outcomes.
• Ability to adapt quickly to changing priorities and manage complex concurrent administrative tasks.

There is no educational substitution for the GS-06 level.

Program Support Assistant GS-06 TYPING PROFICIENCY Requirement: Type at least 40 words per minute. 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/.

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.

How you will be evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

Your qualifications will be evaluated based on your application materials (e.g., resume, supporting documents), your responses on the application questionnaire, and your responses to all assessments required for this position. You will be assessed on the following Competencies for this position:

• Accountability
• Attention to Detail
• Communications
• Computer Skills
• Customer Service
• Customer Service (Clerical/Technical)
• Decision Making
• Flexibility
• Integrity/Honesty
• Interpersonal Skills
• Learning
• Reading Comprehension
• Reasoning
• Self-Management
• Stress Tolerance
• Team Building
• Teamwork

Your 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. 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.

IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Overstating your qualifications and/or experience in your application materials or application questionnaire may result in your removal from consideration. Cheating on the online assessment may also result in your removal from consideration. 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. 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.

Special Employment Consideration: VA encourages persons with disabilities to apply, including those eligible for hiring under 5 CFR 213.3102(u), Schedule A, Appointment of persons with disabilities [i.e., intellectual disabilities, severe physical disabilities, or psychiatric disabilities], and/or Disabled veterans with a compensable service-connected disability of 30% or more. Contact the Agency Contact for information on how to apply under this appointment authority via the Selective Placement Coordinator.

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.