Program Support Assistant (OA)

About the role

This position is located in the Connected Health section at the Central Iowa VA Healthcare system located in Des Moines, IA.

The incumbent performs program operations support, staff training support, Veteran outreach, and content and records stewardship to sustain compliance, increase enrollment and usage, and produce reliable artifacts that management uses to monitor performance and maintain continuity of operations.

What you will do

• Pulls telehealth participation figures from modality utilization reports, Secure Messaging activity data, My HealtheVet enrollment dashboards, and Annie/VA Mobile App usage logs.
• Consolidates and reconciles telehealth and Connected Health metrics in Excel using tables, pivot summaries, and Power Query transformations.
• Updates local reporting trackers for enrollment, usage, Secure Messaging activity, telehealth appointment volumes, training completion, and readiness items.
• Generates charts and status summaries using approved Word/Excel templates to show changes in enrollment, usage rates, readiness progress, and training compliance.
• Maintains suspense lists for Connected Health requests, overdue readiness steps, incomplete training items, and unresolved routing cases.
• Logs program related requests in SharePoint trackers and updates routing status from receipt through resolution.
• Files all reporting artifacts (status summaries, charts, reconciled spreadsheets, routing logs) in SharePoint with correct metadata, permissions, and retention labels.
• Supports continuity of Connected Health operations by executing recurring reporting cycles when program staff are unavailable and documenting deferred actions.
• Maintains attendance logs and records any training related action items or follow up required by supervisors or program owners.
• Updates job aids, guides, and procedural checklists, verifies accuracy against current Connected Health guidance, records effective dates, and archives prior versions.
• Monitors training completion status by service and staff group using facility or VISN training trackers; identifies incomplete or overdue requirements.
• Routes questions requiring clinical or policy interpretation to program owners and documents the outcome in the training content archive.
• Supports onboarding by demonstrating where to find official Connected Health materials and explaining standard routing practices associated with telehealth digital communication workflows.
• Plans outreach events by coordinating room or virtual setup, posting announcements through approved channels, and assembling event materials based on Connected Health offerings such as My HealtheVet, Secure Messaging, Annie, VA Mobile Apps, and VA.gov navigation.
• Delivers presentations and demonstrations for Veterans, caregivers, families, and service organizations that explain Connected Health tools, appropriate Secure Messaging and nonurgent communication practices, and steps for accessing available self-service resources.
• Assists Veterans with account setup navigation for My HealtheVet, Secure Messaging, and VA.gov within established boundaries; documents interactions; provides next step instructions; and routes issues to program owners or help desks for resolution.
• Records outreach attendance and frequently asked questions to identify common themes and support refinement of event materials and Connected Health informational resources.
• Creates and files post event summaries describing event attendance, topics covered, logistical issues, and lessons learned, and uploads these artifacts to SharePoint with required metadata and traceable version history.
• Documents and tracks outreach related follow ups by logging referred issues, verifying completion with program owners or help desks, and maintaining routing and resolution notes within assigned trackers.
• Prepares, formats, and finalizes Connected Health correspondence, training materials, outreach content, and internal visuals using approved Word templates, Canva branding elements, and accessibility standards before storing both final versions and source files in designated SharePoint libraries with correct metadata, naming conventions, and version history.
• Other duties as assigned.
• Work Schedule: Monday - Friday, 7:30am - 4:00pm Virtual: This is not a virtual position.
• Position Description/PD#: Program Support Assistant (OA)/PD636D-30492A Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): Not Authorized The VA Midwest Health Care Network advocates for a Whole Health System of care in each of the Medical Centers.
• This is an approach to healthcare that empowers and equips people to take charge of their health and well-being and live their lives to the fullest.
• As an employee operating in a Whole Health System of care, you will operate in a model with three core elements, seeking to create a personalized health plan for each Veteran.
• This is done in the context of healing relationships and healing environments and a connection back to the Veteran's community.
• This aligns with the Veterans Health Administration (VHA) Mission Statement to Honor America's Veterans by providing exceptional health care that improves their health and well-being.

Requirements

• You must be a U.S. Citizen to apply for this job To be considered for this position, you must complete all required steps in the process.
• In addition to the application and questionnaire, this position requires an online assessment.
• The online assessment measures critical general competencies required to perform the job.
• Selective Service Registration is required for males born after 12/31/1959 Physical Requirements: The work required does not inherently include any physical requirements essential for successful job performance that could not otherwise be performed with accommodation or workplace adjustment.
• You may be asked to participate in a pre-employment examination or evaluation as part of the pre-employment process for this position.
• Questions about physical demands or environmental factors may be addressed at the time of evaluation or examination.
• 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 (***).
• 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, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.

Education

There is no educational substitution at this grade level.

How you will be evaluated

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 Customer Service Decision Making Flexibility Integrity/Honesty Interpersonal Skills Learning Reading Comprehension Reasoning Self-Management Stress Tolerance 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.

Documents you must provide

• Resume SF-50/ Notification of Personnel Action 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 Federal employees), documentation to support Veterans Preference claims, or CTAP documentation (for displaced Federal employees).
• You will not be contacted for additional information.
• Cover Letter Performance Appraisal Resume Separation Notice (RIF) SF-50/ Notification of Personnel Action 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 Federal employee Excepted Service employees under a VA Interchange Agreement must provide an SF-50 that shows how long and/or when you were first appointed under an Excepted service appointment.
• In this instance, you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade.
• An SF-50 showing 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 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: Within grade increases at the highest grade held; or Promotions with an effective date more than one year old; or SF-50's at the highest grade held with an effective date more than one year old.
• It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.
• NOTE: Participation in the seasonal influenza program is a condition of employment and a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).
• It is a requirement that all HCP to receive annual seasonal influenza vaccination or obtain an exemption for medical or religious reasons.
• Wearing a face mask is required when an exemption to the influenza vaccination has been granted.
• HCP in violation of this directive may face disciplinary action up to and including removal from federal service.
• HCP are individuals who, during the influenza season, work in VHA locations or who come into contact with VA patients or other HCP as part of their duties.
• VHA locations include, but are not limited to, VA hospitals and associated clinics, community living centers (CLCs), community-based outpatient clinics (CBOCs), domiciliary units, Vet centers and VA-leased medical facilities.
• HCP include all VA licensed and unlicensed, clinical and administrative, remote and onsite, paid and without compensation, full- and part-time employees, intermittent employees, fee basis employees, VA contractors, researchers, volunteers and health professions trainees (HPTs) who are expected to perform any or all of their work at these facilities.
• HPTs may be paid or unpaid and include residents, interns, fellows and students.
• HCP also includes VHA personnel providing home-based care to Veterans and drivers and other personnel whose duties put them in contact with patients outside VA medical facilities.
• 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.
• 2-Page Resume - Additional guidance on this new requirement and resume building tools can be found at *** and ***

What to expect next

Once your online application is submitted you will receive a confirmation notification by email. After we receive application packages (including all required assessments and 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.

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.

If initial application submission is updated and resubmitted with a new resume, only the most current resume will be reviewed for consideration. 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.

Additional information

Physical Demands: The work is primarily sedentary and performed at a desk or in a virtual environment. It requires periods of standing during presentations and training sessions, routine walking to meeting rooms, and carrying light items such as laptops, notebooks, and boxed materials for events.

The incumbent may move display materials, handouts, and small equipment for outreach venues. No special physical demands are required; the work involves ordinary office movement and occasional event setup consistent with safety practices.

Work Environment: The work is performed in an office or virtual setting with normal safety precautions and adequate lighting and climate control. Outreach events may occur in community venues where ambient noise is higher and space is shared with the public.

The incumbent follows facility practices for privacy and records handling, uses approved collaboration and communication channels, and observes standard safety expectations when transporting materials or setting up displays.

Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act.

Reasonable Accommodation (RA) Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application.

Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis.

If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments, based on your adjudication decision.

You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments if you received the link after the close of the announcement.

To determine if you need a RA, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments. This job opportunity announcement may be used to fill additional vacancies.

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 ***