Program Support Assistant

About the role

This position serves as the Program Support Assistant- Prosthetics Support Clerk, for Prosthetics & Sensory Aids Service at the Washington, DC VA Medical Center.

What you will do

• 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.

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.
• 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

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

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.

Documents you must provide

• Documents Accepted: Cover Letter DD-214/ Statement of Service Disability Letter (Schedule A) Disability Letter (VA) License Other (1) PCS Orders 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.
• 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: 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

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.

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.

Whole Health is an approach to health care that empowers and equips people to take charge of their health and well-being and live their life to the fullest. The VA is committed to Whole Health and values Veteran and Employee Health and wellbeing. As a VA employee, you will practice Whole Health is an environment that supports personalized and proactive care.

Participation in the seasonal influenza program is 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.

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.