Summary About the Position: Office space located in DHA leased facility. 8 hour workdays, 5 days per week. Applicant will be responsible for resolution of Hotline complaints and requests for assistance from the DHA enterprise workforce and from Military Healthcare System beneficiaries. Responsibilities Serve as Program Manager of the DHA Hotline and Assistance Program. Manage the complaint intake process. Develop DHA Hotline and Assistance Program policy and guidelines. Prepare a variety of written case correspondence, including case analysis, completion reports, summaries and briefings. Plan, organize, lead and directs the DHA Hotline and Assistance Programs DHA-wide. Responsible for personally conducting or overseeing the most complex, high visibility, sensitive inquiries. Standardizes DHA complaint resolution processes into waste, fraud, abuse, mismanagement, other wrongdoing and requests for assistance. Maintain pertinent records and case files relating to Hotline and Assistance cases. Requirements Conditions of Employment Qualifications Who May Apply: Only applicants who meet one of the employment authority categories below are eligible to apply for this job. You will be asked to identify which category or categories you meet, and to provide documents which prove you meet the category or categories you selected. Current Civilian Employees of the Defense Health Agency (DHA)Current Permanent Department of Defense (DoD) Civilian EmployeeDomestic Defense Industrial Base/Major Range and Test Facilities Base Civilian Personnel WorkforceInteragency Career Transition Assistance PlanLand Management Workforce Flexibility ActNon-Appropriated Fund Instrumentality (NAFI)Priority Placement Program, DoD Military Spouse Preference (MSP) EligibleVeterans Employment Opportunity Act (VEOA) of 1998 In order to qualify, you must meet the experience requirements described below. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (eg, Peace Corps, AmeriCorps) and other organizations (eg, professional; philanthropic; religious; spiritual; community; student; social). You will receive credit for all qualifying experience, including volunteer experience. Your resume must clearly describe your relevant experience; if qualifying based on education, your transcripts will be required as part of your application. Additional information about transcripts is in this document. Specialized Experience: One year of specialized experience which includes: Planning, organizing, leading and directing employees to efficiently and effectively execute Hotline and Assistance Programs in accordance with applicable standards. Writes clear, accurate and objective IG investigative products, to include reports of investigation. This definition of specialized experience is typical of work performed at the next lower grade/level position in the federal service (GS-13). You will be evaluated on the basis of your level of competency in the following areas: Decision MakingInformation GatheringMaterial ManagementWriting Time in Grade Requirement: Applicants who have held a General Schedule (GS) position within the last 52 weeks must have 52 weeks of Federal service at the next lower grade or equivalent (GS-13). Education Some federal jobs allow you to substitute your education for the required experience above in order to qualify. For this job, you must meet the qualifications requirement using experience alone--no substitution of education for experience is permitted. Additional Information Appointment may be subject to a suitability or fitness determination, as determined by a completed background investigation. Male applicants born after December 31, 1959 must complete a Pre-Employment Certification Statement for Selective Service Registration. You will be required to provide proof of US Citizenship. Two year trial/probationary period may be required. Direct Deposit of Pay is required. Selection is subject to restrictions resulting from Department of Defense referral system for displaced employees. You may claim military spouse preference (MSP). If a MSP applicant is determined best qualified and selected, placement must be at the full performance level for priority consideration. Multiple positions may be filled from this announcement. Salary includes applicable locality pay or Local Market Supplement. When you perform a Civilian Permanent Change of Station (PCS) with the government, the Internal Revenue Service (IRS) considers the majority of your entitlements to be taxable. Visit fas.mil/civilianemployees/civrelo/Civilian-Moving-Expenses-Tax-Deduction/ for more information. 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. Permanent Change of Station (PCS) allowances may be authorized, subject to the provisions of the Joint Travel Regulations and an agency determination that a PCS move is in the Government Interest. Service credit for annual leave accrual may be granted for certain non-Federal work experience and experience in the uniformed service. Relocation incentives MAY be authorized for highly qualified candidates.