Program Support Assistant (OA)

About the role

West Palm Beach VA Medical Center is looking for Program Support Assistant (OA). The Program Support Assistant serves for the Caregiver Support Program (CSP) at the West Palm Beach VA Healthcare System. The position is located under the guidance of the Social Work, Caregiver Support Program, and reports to the Caregiver Support Program Manager in the Social Work Service.

What you will do

• The Program Support Assistant position requires excellent relational and communication skills; advanced knowledge of and experience with computers; oral and written communication skills and the ability to work with others; particularly military populations and caregivers that provide assistance to these populations.
• Knowledge of and experience in working with a military veteran population within a medical/psychiatric environment is required.
• Time management skills and a high level of judgment are necessary.
• This position also requires independence of action, general latitude for decision making and knowledge of information sources concerning complex questions, policies, and procedures within the Caregiver Support Program.
• CSP is a clinical program that focuses on the needs of both the eligible Veteran/Servicemember and the eligible Primary and Secondary Family Caregivers.
• Additional Duties Include But Not Limited To: Aids the Program Manager in getting things accomplished through an extensive knowledge and understanding of the organization, regulations, methods, and the other tools or recourses of management.
• In the absence of the CSP Manager, the PSA will serve as the point of contact for the CSP and provide vital, sensitive, administrative program information to the Caregiver and/or Veteran, VA approved providers and VA staff.
• Assists in the establishment and enrollment of Veterans and Caregiver into the CSP and acts as the liaison and provides coordination and collaboration of services with VA eligibility, travel, budget, non-VA care services and other departments throughout VA Health Care System.
• Accepts CSP telephone calls from patients, family members, caregivers, CSP staff in the field, other VA staff, Congressional Officers, and/or community agency staff, regarding program inquiries, patient care concerns, etc. Obtains as much information as possible, provides information and resolves problems independently, when possible, prioritizes, and makes decisions regarding caller referral based on specific caller needs.
• Ensures timely clinical response to patients/callers that potentially have an emergent or urgent care need through prompt identification of the problem and appropriate clinical referral while exercising mature judgement and diplomacy.
• Maintains and tracks program national database and local census.
• Monitoring and maintaining profiles, oversight and correction of errors and changes.
• Prepares reports using database, to collect, compile, analyze and present data regarding the integrity of the program.
• Works independently on ongoing projects and continually updates and analyzes records for providing accurate and timely information upon request.
• Must possess the ability to apply basic analytical methods to interpret data and recognize errors and deviations.
• Assists in the preparation of all program reports; prepares data analysis, assists with performance improvement assessments to monitor cases and improve the continuity of services provided; assists in tracking internal reviews, action items and suspense's, quality measures, and the efficiency of the CSP.
• Maintains available resources and makes recommendations regarding needs and distribution of resources; scheduling resource training and prepares all logistical support for annual caregiver conferences and other events.
• Processes all incoming correspondence, faxes and action documents; obtains hard copy patient records from VA Health Information Management Section or from the private sector; and prepares and coordinates correspondence for the CSP and all local congressional inquiries, and other national suspense's, inquiries and actions.
• Research and assemble background information about incoming correspondence prior to expediting referrals.
• Utilizes multiple software programs to develop and prepare marketing materials; and prepares and disseminates monthly program newsletter to Caregivers and Veterans.
• Composes reports and meeting minutes as directed by CSP Program Manager.
• Assists in the daily operation of the program.
• Prepares the budget and completes monthly, quarterly, and annual reporting to meet National program requirements, monitors execution of national program funding.
• Manages fund control points for the CSP and serves as a backup fund control clerk for the service.
• Maintains running balances and check balances against fund control point obligations and reconciles orders as received.
• Will be responsible for preparing, modifying and issuing all authorizations of care for approved service, as well as, tracking, reviewing and processing invoices for these services.
• Work Schedule: Monday through Friday, 8:00 am to 4:30 pm.
• Virtual: This is not a virtual position.
• Position Description/PD#: Program Support Assistant (OA)/PD029100 Relocation/Recruitment Incentives: Not Authorized.
• Critical Skills Incentive (CSI): Not Approved.
• Permanent Change of Station (PCS): Not Authorized.

Requirements

• 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 (***).
• 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.

Education

There is no educational substitution at this grade level. 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: ***

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: ***

How you will be evaluated

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.

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 ICTAP/CTAP documentation (for displaced Federal employees).
• You will not be contacted for additional information.
• Cover Letter Other (1) 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 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.
• 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 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 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.

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 documents) and the vacancy announcement closes, we will review applications to ensure qualification and eligibility requirements are met.

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

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.

Additional information

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.

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.

Whole Health Statement: The VA Sunshine Healthcare Network (VISN 8) 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 that is based in a partnership across time, 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.