Program Specialist (Service Recovery)

Description:

The position serves as a Service Recovery Specialist for the STVHCS. The position is in alignment to the Patient Experience Section Chief under the Organizational Experience Service in fulfilling its responsibility to optimize the health and healing of every Veteran, the VA has embraced a patient-centered focus. Moving to a patient-centered approach will require a culture change across the VA.

Requirements:

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 02/26/2026.

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-9 position you must have served 52 weeks at the GS-7. 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.

You may qualify based on your experience and/or education as described below:

• Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-07 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: screening correspondence for clarity, completeness, and grammatical and procedural correctness; document requests for information, navigate the Veterans Signals (VSignals), prepare monthly reports on VSignals volume, levels and categories of compliments, concerns, and recommendations, serves as Facilitator of WECARE Leadership, work with Patient Experience Team to resolve problems, track patient feedback, develop and maintain automated tracking system for all complaints and feedback, coordinates administrative activities with the section. OR,
• Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have a master's or equivalent graduate degree or 2 full years of progressively higher level graduate education leading to such a degree or LL.B. or J.D., if related. ( TRANSCRIPT REQUIRED ) OR,
• Combination: Applicants may also combine education and experience to qualify at this level. You must have an combination of specialized experience and education beyond one year of full-time graduate education. ( TRANSCRIPT REQUIRED )

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

Physical Requirements: The work is sedentary. It occasionally requires carrying light objects such as files, books, and papers. No special physical qualification is required. Walking, standing, and bending may occur daily. Considerable time may be spent on the computer and using a keyboard.