Program Support Assistant

About the role

The incumbent serves as the Program Support Assistant for Home and Community Based Care Service at the Eastern OK VA Healthcare System. This position reports to the Program Director of Home and Community Based Care.

Home and Community Based Care Service has an approved organization of employees and the incumbent is responsible for the coordination of all office administration activities.

What you will do

• Screens incoming calls, answers routine questions, and provides information regarding report status, suspense dates, and procedural requirements to staff, agencies, and members of the public.
• Maintaining professional customer interactions: Routinely displays courteous and respectful behavior, greets customers appropriately, projects a positive professional image, and maintains effective relationships with both internal and external customers.
• Resolving customer and organizational issues: Provides timely, responsive, and accurate assistance; addresses problems before they adversely affect the organization; and keeps supervisors informed of difficult or controversial issues requiring attention.
• Coordinate office operations and administrative activities: Manages and coordinates administrative functions for the Home and Community Based Care Service, including office procedures, workspace utilization, equipment requests, and operational support across multiple departments.
• Manage schedules, meetings, and organizational communications: Coordinates training and travel requests, schedules appointments and conferences, prepares meeting minutes, follows up on action items, and processes official correspondence and reports.
• Monitor compliance and support organizational planning: Ensures policies are current, advises staff on procedures, collaborates with leadership to meet reporting deadlines, and helps prepare the service for inspections and audits.
• Manage and support information systems: Serves as the Automated Data Processing Application Coordinator (ADPAC) for Home and Community Based Care Service, helping coordinate and support technology applications used by the service.
• Use Microsoft Office and electronic systems: Creates and formats letters, reports, memoranda, spreadsheets, graphics, and presentations; stores and retrieves electronic documents; and manages email communications using Microsoft Office applications.
• Maintain and process electronic data: Enters training information, retrieves education and training statistics, and uses systems and other electronic applications to support administrative operations.
• Research and analyze information to support decisions: Researches subject matter independently, gathers relevant information, and provides background information to support leadership and program operations.
• Identify and resolve operational issues: Reviews policies and procedures, monitors compliance, identifies problems affecting workflow or readiness, and directs issues to the appropriate departments for timely resolution.
• Track action items and ensure completion of deadlines: Monitors reports, follows up on meeting action items, works with leadership to ensure assignments are completed, and helps departments meet established deadlines and organizational requirements.
• Resolve problems and address concerns: Acts as a key office representative to solve problems, clarify issues, provide guidance, and follow up on commitments with employees, patients, families, community partners, and external agencies.
• Manage difficult or controversial issues: Keeps supervisors informed of difficult, controversial, or unique problems and helps coordinate appropriate responses to prevent adverse impacts on the organization.
• Facilitate communication and coordination: Coordinates schedules, meetings, and work processes among multiple departments and organizations to ensure issues are addressed promptly and relationships remain productive and professional.
• Work Schedule: Monday - Friday 0800-1630 Position Description Title/PD#: Program Support Assistant/PD13020A Telework: VA supports the use of telework as a way to help attract and retain talented individuals in public service, increase worker productivity, and better prepare the agency to operate during emergencies.
• This position may be authorized for telework.
• Telework eligibility will be discussed during the interview process.
• Virtual: This is not a virtual position.
• Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required Physical Requirements: The work is generally sedentary.
• Typically, the employee may sit comfortably to do the work.
• However, there may be some walking, standing, bending, and carrying of light items like papers or books.
• No special physical demands are required to perform the work.

Requirements

• 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 (***).
• 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) The position may require the incumbent to possess a valid driver's license.
• 5 CFR 330.502 - General restriction on movement after competitive appointment.
• Cannot move for the 1st 90 days after hire.
• 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 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

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: *** 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.

How you will be evaluated

IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC.

WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE.

Applicants will be referred in the order in which they were received.

Documents you must provide

• Documents Accepted: Cover Letter DD-214/ Statement of Service Disability Letter (VA) Other (1) Performance Appraisal Professional Certification Resume Separation Notice (RIF) SF-15 SF-50/ Notification of Personnel Action Transcript Documents Required: Resume Please review the above list(s) to ensure you have included all necessary documents required for your application.Not every applicant will require the same documents, therefore it is the applicants responsibility to ensure that their application package includes all necessary documents to determine qualifications and eligibility for appointment, such as a copy of your SF-50, transcript, ICTAP/CTAP documentation (for displaced Federal employees).You will not be contacted for additional information.
• Applicants will be deemed ineligible if supporting documentation is not submitted.
• Veterans' Preference: Since the Direct-Hire Recruitment Authority is being used, traditional Veterans' Preference rules do not apply.
• Qualified veterans will, however, be given full consideration for this position.
• Applications are accepted online.
• Applying online will allow you to review and track the status of your application.

What to expect next

After the vacancy announcement closes, applicants are evaluated 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. NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.

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. To return to an incomplete application, log into your USAJOBS account and click Update Application in the vacancy announcement.

You must re-select your resume and/or other documents from your USAJOBS account or your application will be incomplete.

Additional information

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.

A supports the use of telework as a way to help attract and retain talented individuals in public service, increase worker productivity, and better prepare the agency to operate during emergencies. This position may be authorized for telework. Telework eligibility will be discussed during the interview process.

The Interagency Career Transition Assistance Plan (ICTAP) and Career Transition Assistance Plan (CTAP) provide eligible displaced VA competitive service employees with selection priority over other candidates for competitive service vacancies.

To be well-qualified, applicants must possess experience that exceeds the minimum qualifications of the position including all selective factors if applicable, and must be proficient in most of the requirements of the job. Information about ICTAP and CTAP eligibility is on OPM's Career Transition Resources website which can be found at ***

Receiving Service Credit for 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. VA may offer newly-appointed Federal employee's credit for their job-related non-federal experience or active duty uniformed military service.

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.