Summary Functions as a clinical expert and is responsible and accountable for all elements of the nursing process when providing or supervising direct patient care. Assesses, plans, implements, and evaluates delivery of care based on age specific components. Assumes responsibility for coordinating care focused on patient education, self-management, and customer satisfaction throughout the continuum of care. They demonstrate sound decision-making and judgment and possess excellent interpersonal skills. Responsibilities The Clinical Contact Center Triage Nurse Manager is self-directed and influences care outcomes by collaborating with members of the interdisciplinary team and leading innovative process improvement initiatives. Executes position responsibilities that demonstrate leadership, experience, and creative a preaches to management of complex client care. The Nurse Manager (NM) is a Registered Nurse who oversees Clinical Contact Center (CCC) Triage operations that provides 24/7 telephone triage to Veterans across VISN 12. The NM is directly accountable to the Chief of Clinical Triage and the Deputy Associate Director of Patient Care Services and also maintains open communication with VISN 12 leadership. The NM coordinates all aspects of the VISN 12 CCC Triage, providing consultation to nurses, administrators and other health care professionals. The NM demonstrates a high level of clinical expertise, leadership and creative approaches to manage the complex care of the Veteran population. The NM demonstrates the ability to lead and direct diverse and dynamic groups of staff in the delivery of safe and effective patient care. The NM applies clinical skills necessary to identify, coordinate and/or identify discipline-specific education, as well as training, leadership, professional staff development and emerging needs to all levels of staff. NM has the primary responsibility for planning, developing, implementing and evaluating patient care, staffing patterns and the competency of the workforce. Provides leadership in maintaining nursing operations by initiating, coordinating and enforcing program, operational and personnel policies and procedures. Protects operations and patient privacy by monitoring confidential information processing. Assures proper patient care and documentation thereof, by auditing patient and department records; creating and enacting adjustments as he/she see fit. Provides leadership that is characterized by substantial and continuous responsibility and accountability following the organization's mission, vision, strategic plans and VA ICARE values. Maintains CCC Triage staff by recruiting, selecting and leading orientation for Registered Nurses, Medical Support Assistants, Assistant Nurse Managers and other supportive positions. Oversees implementation and compliance of annual staff competencies. Oversees the integration of the VISN 12 licensed Independent Provider program within CCC Triage services. Supervises and evaluates care delivery by all nursing staff and employees assigned to the unit via nurse proficiencies and or performance evaluations. Assumes an active role in labor management partnership and supports EEO principles and programs. Demonstrates effective conflict resolution/management skills. Maintains a compassionate and cooperative environment by providing motional, psychological and spiritual support to internal and external customers. Maintains strong relationship among health care teams, locally and throughout VISN 12, by communicating information, responding to requests, building rapport and participating in team problem-solving activities. Maintains professional and technical knowledge by participating in continued education to enhance leadership development. Additional responsibilities include: manages staffing effectiveness and daily staffing schedules, maintains and improves call center operations by monitoring care delivered by means of quality indicators of RN Callback Time, Average Speed of Answer and Abandonment Rate, and ensures that quality improvement initiatives and evidence-based nursing standards of practice are carried out on a day to day basis. Develops and implements action plans to improve the unit's budget performance. Meets CCC Triage financial objectives by estimating requirements, preparing an annual budget, scheduling expenditures, analyzing variances and initiating corrective actions. Prepares and analyzes data on unit effectiveness, staffing methodologies and budget and reports these to local and VISN leadership on a regular basis The NM directs the development, review and revision of the nursing policies and procedures to ensure compliance; oversees implementation of these polices, actively contributes to performance measures for the VAMC, VISN and VHA. Assurance is made for ongoing readiness with regulatory bodies/agencies both internal and external to VHA, enforcing adherence to state board of nursing and state Nurse Practice Act requirements, all while ensuring the ANA code of Ethics for Nurses is followed. VA offers a comprehensive total rewards package: VA Nurse Total Rewards Work Schedule: 0730-1600, Monday-Friday Telework: Yes - as determined by the agency policy Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required Requirements Conditions of Employment U.S. Citizenship; non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. All applicants tentatively selected for VA employment in a testing 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. Must pass pre-employment physical examination. 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. Qualifications Basic Requirements: English Language Proficiency. In accordance with 38 U.S.C. 7403(f), no person shall serve in direct patient care positions unless they are proficient in basic written and spoken English. Graduate of a school of professional nursing approved by the appropriate accrediting agency and accredited by one of the following accrediting bodies at the time the program was completed by the applicant: The Accreditation Commission for Education in Nursing (ACEN) or The Commission on Collegiate Nursing Education (CCNE); OR Individuals attending a master's level bridge program in nursing who have completed coursework equivalent to a bachelor's level degree in Nursing may have opportunity to become registered as a nurse with a state licensing board prior to completion of the bridge program. Upon achievement of a State license, the individual may be appointed on temporary basis and later converted to a permanent appointment upon successful completion and graduation from the bridge program. (Reference VA Handbook 5005, Appendix G6); OR In cases of graduates of foreign schools of professional nursing, possession of a current, full, active, and unrestricted registration will meet the requirement for graduation from an approved school of professional nursing to warrant an appointment as a Nurse who has completed an associated degree/entry level Nursing education program. Credit for foreign nursing education higher that associate degree/entry level requires a formal degree equivalency validation from a recognized equivalency evaluation accepted by VA such as International Consultants of Delaware (ICD). Current, full, active, and unrestricted registration as a graduate professional nurse in a State, Territory or Commonwealth (i.e., Puerto Rico) of the United States, or the District of Columbia. Graduate Nurse Technician (GNT) Exception: Candidates who otherwise meet the basic education requirements, but do not possess the required licensure, may be appointed at the entry step of the grade and level applicable to the completed nursing education as a GNT on a 120-day temporary appointment while actively pursuing licensure (may be extended up to two years on a case-by-case-basis.) NOTE: Grandfathering Provision - All persons currently employed in VHA in 0610 series and performing the duties as described in the qualification standard on the effective date of the standard (1/29/2024) are considered to have met all qualification requirements for the grade held including positive education and licensure/certification. Preferred Experience: BSN or Higher preferred 3-5 years Progressive Leadership Experience Experience Leading a Remote Workforce preferred Grade Determinations: The following Scope, Education and Dimension criteria must be met in determining the grade assignment of candidates, and if appropriate, the level within a grade. The Dimension requirements (Practice, Veteran/Patient Driven Care, Leadership, Professional Development and Evidence-Based Practice/Research) are detailed for each grade and level within the online assessment: https://apply.usastaffing.gov/ViewQuestionnaire/12531530. Grade/Level Scope Education Nurse I, Level I Delivers fundamental, knowledge-based care to assigned clients while developing technical competencies. An Associate Degree (ADN) or Diploma in Nursing, with no additional professional nursing required. Nurse I, Level II Demonstrates integration of biopsychosocial concepts, cognitive skills and technically competent practice in providing care to clients with basic or complex. An ADN or Diploma in Nursing AND 1 year of specialized nursing experience equivalent to Nurse I, Level 1 ;OR a Bachelor of Science in Nursing (BSN) with no additional professional nursing experience required. Nurse I, Level III Demonstrates proficiency in practice based on conscious and deliberate planning. Self-directed in goal setting for managing complex client situations. An ADN or Diploma in Nursing AND 2 years of professional nursing experience in which one year is equivalent to Nurse I, Level 2; OR a BSN and 1 year of professional nursing experience equivalent to the Nurse I, Level 2; OR a Master's degree in nursing (MSN) and no additional professional nursing experience; OR a Master's degree in a *related field with a BSN and no additional professional nursing experience. Nurse II Demonstrates leadership in delivering and improving holistic care through collaborative strategies with others. A BSN with 2 years of professional nursing equivalent to Nurse I, Level 3; OR an MSN with one year of specialized nursing experience equivalent to Nurse I, Level 3; OR a Master's degree in a *related field with a BSN and one year of specialized nursing experience equivalent to Nurse I, Level 3; OR a Doctoral degree in Nursing with no professional nursing experience; OR a Doctoral degree in a *related field with a BSN with no additional professional nursing experience. Nurse III Executes position responsibilities that demonstrate leadership, experience and creative approaches to management of complex client care beyond the immediate practice setting. MSN and 2 years of specialized nursing experience, one of which is equivalent to Nurse II and meets all dimension requirements for Nurse III; OR a Master's degree in *related field with BSN and two years of specialized nursing experience, one of which is equivalent to Nurse II and meets all dimension requirements for Nurse III; OR a Doctoral degree in Nursing with and one year of specialized nursing experience equivalent to Nurse II and meets all dimension requirements for Nurse III; OR a Doctoral degree in a *related field with a BSN and one year of specialized nursing experience equivalent to Nurse II and meets all dimension requirements for Nurse III. *Note: Foreign education programs/degrees are not creditable as related degrees. Reference: VA Regulations, specifically VA Handbook 5005, Part II, Appendix G-6 Nurse Qualification Standard. This can be found in the local Human Resources Office. Physical Requirements: Walking, bending, stooping, and some lifting in the direct care of patients. There may also be extended periods of sitting. This position also requires that the staff member be able to wear a lead apron for an extended period of time. Education IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education. 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: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html. Additional Information The William S. Middleton Memorial Veterans Hospital is committed to fostering and sustaining an environment which celebrates diversity, provides equitable opportunities for employment and promotion, and supports inclusiveness in our culture. Together, we strive to create and maintain working and learning environments that promote professional growth and teamwork, and are inclusive, equitable and welcoming. We embrace our differences as individuals and unite as a team toward a common goal: to serve our nation's Veterans. This job opportunity announcement may be used to fill additional vacancies. This position is in the Excepted Service and does not confer competitive status. VA encourages persons with disabilities to apply. The health-related positions in VA are covered by Title 38, and are not covered by the Schedule A excepted appointment authority. 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. 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. 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.