Supervisory Management and Program Analyst

Summary

This position is located within the Veterans Experience Office (VEO), Veterans Tools and Implementation (T&I) Directorate, Implementation Division. The incumbent serves as a Veterans Tools and Implementation Division, Consultation Branch Chief, reporting to the Implementation Associate Director, providing oversight on consultation activities enterprise facilities. The incumbent leads a team of employees that consult with facilities on improving customer experiences throughout the VA enterprise.

Duties

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Duties include, but are not limited to:

• Assigns work to subordinates and evaluates work performance.
• Gives advice, counsel, or instruction to employees on both work and administrative matters. Interviews candidates for positions, recommends approving, promotion, or reassignment.
• Hears and resolves complaints from employees. Effects minor disciplinary measures such as warnings and reprimands, recommending other action in more serious cases.
• Identifies development and training needs of employees, develops performance standards; develops subordinates in delivering Veteran-centric and customer-centric service; develops subordinates by identifying training and developmental opportunities; serves as coach, facilitator, and/or negotiator in coordinating team initiatives and in consensus building activities among team members.
• Serves as the Associate Director's lead for Consultation of the T&I Program in all VA facilities and continued consultation on T&I matters. Develops consultation strategies, manages rollout, timelines, milestones. Adjusts program and project timelines based on mission changes and requirements.
• Serve as a subject matter expert in the planning, coordination, consultation, and sustained cultural transformation of VA toward improved customer experience. As part of the T&I team, the incumbent will participate in the gathering of best practices and data, development of additional tools and resources, tailored consultation to VA facilities. The incumbent demonstrates ICARE (Integrity, Commitment, Advocacy, Respect, Excellence) values and promotes the VA WAY to include WECARE (Welcome, Explain, Connect, Actively Listen, Respond, Express Gratitude) behaviors and SALUTE (Say Hello, Apologize, Listen, Understand, Take Action, Express Gratitude) service recovery model both in direct interaction with staff, Veterans, and internal and external stakeholders as well as in the decision-making process.
• Promotes T&I by collaborating, consulting, mentoring, and building relationships with VA-staff, external subject matter experts, Veterans, their families and caregivers. The incumbent undertakes special projects, as assigned, to promote the cultural transformationand modernization of VA, to be a proactive veteran-oriented culture.
• Builds and sustains positive professional relationships with all levels of VA leadership. Collaborates with VA leaders on program goals, projects, and initiatives with intent to connect to agency/administration goals and projects for sustainment.
• Champions enterprise connections in new behaviors, local initiatives, and organizational goals and collaborates to ensure organizational initiative sustainment.
• Establishes and maintains working relationships with stakeholders holding opposing points of view.

Work Schedule: Monday - Friday, 8:00 a.m. - 4:30 p.m. EST

Location:The selectee will be required to report on-site at 810 Vermont Ave., NW, Washington, DC 20420.

Telework: Available - Ad Hoc telework (situational telework) as determined by the agency policy.

Virtual: This is not a virtual position.

Position Description/PD#: PD178130

Relocation/Recruitment Incentives: Not Authorized

Financial Disclosure Report: Not required

Requirements

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Conditions of employment

Conditions of Employment

• You must be a U.S. Citizen to apply for this job
• Selective Service Registration is required for males born after 12/31/1959
• You may be required to serve a probationary period
• 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 (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.

As a condition of employment for accepting this position, you may be required to serve a one year probationary period or two 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 one year probationary period or two year trial period your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 12/08/2025.

Time-In-Grade Requirement: Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement. For a GS-14 position you must have served 52 weeks at the GS-13. The grade may have been in any occupation, but must have been held in the Federal service. An SF-50 that shows 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. Note: Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment. See the Required Document section below for more information regarding the SF-50s needed to verify time-in-grade.

Driver's License: Must possess a valid driver's license.

QUALITY RANKING FACTOR: Extensive experience leading employees, conducting trainings, facilitating workshops, and implementing customer and patient experience programs. Highly Skilled in the principles and practices associated with managing employees and strong aptitude for effective written/oral communication and developing leadership solutions and strategic alignment and execution of goals.

Local Commuting Area: The local commuting area for this position is defined as a radius of 50 miles from Washington, DC. This includes all locations that fall within a 50 mile driving distance from 810 Vermont Ave., NW Washington, DC 20420.

You may qualify based on your experience as described below:

Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-13 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to:

• Analyzing patient and employee experience data, incorporating qualitative and quantitative feedback and performance metrics to drive continuous improvement in service delivery, operational practices, and experience-focused initiatives.
• Leading cross-functional teams and facilitating training and workshops to implement consultation strategies and experience programs. Successfully built consensus and elevated both patient and customer satisfaction through targeted coaching and engagement.
• Managing project timelines, setting team priorities, and preparing work schedules, including travel, efficiently while ensuring solutions are tailored to enhance both patient and customer experience outcomes.

Evidence of this specialized experience must be supported by detailed documentation of like duties performed in positions held on your resume. You will also need to provide work experience information such as hours per week, full-time/part-time status, and starting/ending dates of employment (month and year format) to establish you have one (1) full year of specialized experience at the required grade level.

You will be rated on the following Competencies for this position:

• Decision Making
• Leadership
• Manages and Organizes Information
• Oral Communication
• Strategic Thinking
• Workforce Planning

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.

Note: 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.

Physical Requirements: The work is primarily sedentary, although some slight physical effort may be required. Incumbent may be required to stand and lead presentations for a length of time, each week. Incumbent will be required to have a valid driver's license to visit multiple locations within the regional area of responsibility. Extensive travel is required, estimated to be up to 75% of work time.

For more information on these qualification standards, please visit the United States Office of Personnel Management's website at http://://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.

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: http://ope.ed.gov/accreditation/. 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: Recognition of Foreign Qualifications | International Affairs Office.

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 (TJO). Please visit the Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP), va.gov/EMPLOYEE/docs/The-Fair-Chance-to-Compete-Act.pdf for more information.

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.

Additional information

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 found well-qualified, applicants must meet the following qualifications:

• Led staff and facilitated experience-focused initiatives by conducting targeted trainings and interactive workshops. Successfully implemented patient and customer experience programs that improved service delivery and engagement.
• Effectively managed employees by setting clear performance goals, providing constructive feedback, and aligning team efforts with strategic experience objectives. Skilled in strategic planning and communicating goals in both written and oral formats.
• Systematically reviewed facility data and gathered direct stakeholder feedback to inform patient and customer experience initiatives. Leveraged performance metrics to identify improvement areas and implemented changes that led to measurable enhancements in experience outcomes.
• Developed and implemented consultation strategies that supported experience transformation. Managed project timelines, prioritized team tasks, and created detailed work schedules to ensure timely and experience-aligned project delivery.
• Coached teams and facilitated consensus-building discussions to support experience innovation. Applied Human-Centered Design principles to develop solutions that addressed patient and customer needs, while managing travel planning within mission guidelines.
• Managed stakeholder relationships and led change management efforts tied to experience improvement. Executed strategic communication plans and collaborated with leadership to align experience initiatives with broader organizational goals.
• Evaluated staff performance through formal assessments and provided strategic direction to support experience-focused organizational change.
• Engaged proactively with internal and external leaders to advance patient and customer experience priorities.

Information about ICTAP and CTAP eligibility is on OPM's Career Transition Resources website at http://www.opm.gov/policy-data-oversight/workforce-restructuring/employee-guide-to-career-transition/.

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.

This job opportunity announcement may be used to fill additional vacancies.

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.

For more information on the "Who may apply" eligibility requirements, please refer to the OHRM Status Candidates and Other Candidate Definitions document.

Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.

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Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.

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