Program Support Assistant - Clinical Contact Center (CCC)

Washington, D.C
Jul 01, 2022
Jul 06, 2022
Full Time

Major duties include but are not limited to:
  • Serves as the records management liaison and is responsible for the accountability, maintenance, and disposal of records according to VA regulations.
  • Maintains tracking of proficiencies, notifying providers prior to due date and routing through appropriate channels for timely submission.
  • Performs timekeeping duties.
  • Provides administrative support for employee travel requests.
  • Assists with maintaining competency folders, tracks and submits appraisals, OPPE, FPPE, proficiencies and awards.
  • Performs general office support work such as routing calls or correspondence.
  • Assists with the management of the Chief's calendar, resolving scheduling conflicts, rescheduling appointments and printing documents needed for the day.
  • Generates memorandums, letters and other documents, routing for approval, and tracking to completion.
  • Reviews recommendations made by the CCC quality assurance services and works in collaboration with CCC support leadership to operationalize quality assurance initiatives.
  • Serves as a Talent Management Systems (TMS) Coordinator.
  • Develops, drafts and updates VISN CCC support policies and procedures in compliance with VHA guidance/directives.
  • Assists with tracking of CCC policies, notifying AO prior to expiration date, reviewing for edits and routing through proper channels.
  • Serves as the Automated Data Processing Application Coordinator (ADPAC) for the CCC Support program.
  • Resolves minor computer issues, submitting ePASS or NARS, telecommunication issues, contact center software issues and coordinating telework request.
  • Serves as the liaison for space, information technology (IT), office supplies, and other logistical needs ensuring necessary equipment is available and operational.
  • Assists with responses to action items such as congressional responses as needed.
  • Manages purchase card, reconciles purchase cards, maintains purchase card documentation for required timeframe.
  • Provides approving officials with all pertinent purchase card documents for approval.
Work Schedule:
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.
Position Description/PD#: Program Support Assistant - Clinical Contact Center (CCC)/PD99747S
Relocation/Recruitment Incentives: Not Authorized
Permanent Change of Station (PCS): Not Authorized
Financial Disclosure Report: Not required


Conditions of Employment

  • You must be a U.S. Citizen to apply for this job
  • designated position are subject to urinalysis to screen for illegal drug use prior to appointment. Applicants who refuse to be tested will be denied employment with VA.
  • 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
  • Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP)
  • Participation in the Coronavirus Disease 2019 (COVID-19) vaccination program is a requirement for all Veterans Health Administration Health Care Personnel (HCP) - See "Additional Information" below for details.


To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 07/05/2022.

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-6 position you must have served 52 weeks at the GS-5. 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.

SELECTIVE PLACEMENT FACTOR (SCREEN-OUT) - A Selective Placement Factor (SPF) has been identified for this position. Selective Placement Factors (SPF) are a prerequisite to appointment and represent minimum requirements for the position. Applicants who do not meet the SPF are ineligible for further consideration.

Selective Placement Factors (SPF): Experience managing and reconciling a purchase card to include: maintaining purchase card documentation for required timeframe(s); resolving disputes of unknown or incorrect charges, maintaining and providing approving officials with all pertinent purchase card documents; Inputting orders into a Purchase Card menu.

In addition to the SPF, select the one statement that best describes your specialized experience and/or education to meet the qualification requirements for this position that you possess that demonstrates your ability to perform Program Support Assistant duties at the GS-6 level:

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-5 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to scheduling appointments; collecting, compiling, and tracking of data and statistical information; preparing administrative and professional memoranda, forms and correspondence; and performing timekeeping duties. (This experience must be supported by your resume to be creditable).
You will be rated on the following Competencies for this position:
  • Records Management
  • Manages and Organizes Information
  • Communication
  • Data Management
  • Attention to Detail
  • Timekeeping
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 administrative in nature, primarily sedentary. Occasionally light physical effort may be required. As most of the time is spend using a computer, actions must be taken to prevent wrist, eye, and back injuries.

Working Environment: Work is performed in a virtual office setting and requires the use of numerous communication modalities (i.e., e-mail, instant messenger, video, online meetings, etc.). Occasional travel and tour of duty changes to meet logistical needs may be required. This position is eligible for telework.

For more information on these qualification standards, please visit the United States Office of Personnel Management's website at .


There is no educational substitution at this grade level.

Additional information

The Career Transition Assistance Plan (CTAP) provide eligible displaced Federal/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 ICTAP and CTAP eligibility is on OPM's Career Transition Resources website at .

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

Pursuant to VHA Directive 1193.01, VHA health care personnel (HCP) are required to be fully vaccinated against COVID-19 subject to such accommodations as required by law (i.e., medical, religious or pregnancy). VHA HCPs do not include remote workers who only infrequently enter VHA locations. If selected, you will be required to be fully vaccinated against COVID-19 and submit documentation of proof of vaccination before your start date. The agency will provide additional information regarding what information or documentation will be needed and how you can request a legally required accommodation from this requirement using the reasonable accommodation process.

To ensure compliance with an applicable preliminary nationwide injunction, which may be supplemented, modified, or vacated, depending on the course of ongoing litigation, the Federal Government will take no action to implement or enforce the COVID-19 vaccination requirement pursuant to Executive Order 14043 on Requiring Coronavirus Disease 2019 Vaccination for Federal Employees. Therefore, to the extent a VA job announcement includes language requiring applicants to be fully vaccinated against COVID-19 pursuant to Executive Order 14043, that requirement does not currently apply to this Job Announcement. VA may request information regarding your vaccination status, if selected, for the purposes of implementing other workplace safety protocols, such as masking, physical distancing, testing, travel, and quarantine.

Due to COVID-19, VA is currently in an expanded telework posture. If selected, you may be expected to temporarily telework, even if your home is located outside the local commuting area. Once employees are permitted to return to the office, you will be expected to report to the duty station listed on this announcement. Management officials will provide information about returning to the official, pre-pandemic worksite, when applicable. At that time, you may be eligible to request to continue to telework depending upon the terms of your organization's telework policy and the duties of the position.

If you are unable to apply online or need to fax a document you do not have in electronic form, view the following link for information regarding an Alternate Application .