Summary The employee will serve as the Management & Program Analyst, located in the Quality, Training, and Risk Management division, Veteran's Crisis Line (VCL), Veteran's Affair (VA). The VCL is a 24-hour, 7-days-a-week, 365-days-a-year service aimed at connecting callers worldwide to a caring, qualified Veterans Administration employee. The VCL's mission is to provide 24/7, world-class suicide prevention and crisis intervention services to Veterans, Service Members and their family members. Responsibilities This position is part of the Veterans Crisis Line (VCL). The incumbent serves as the Management and Program Analyst (Executive Assistant) and key advisor to the Clinical Director of Quality, Training & Risk Management performing a variety of administrative and technical support tasks related to a wide variety of complex management projects, issues, and initiatives. Major duties include but are not limited to: Provides high-level administrative support to the Clinical Director of Quality, Training & Risk Management regarding work problems presented to them as it relates to budget, personnel data analysis, contracting, staff utilization, project management, process improvement, leave programs time and leave, reasonable accommodation, organizational and staff development, facility management, and a host of other Quality, Training and Risk Management programs executed across all offices in VCL. Independently researches policy or procedural changes to determine applicability and to identify the best course of action for implementation. Coordinates matters affecting VCL Quality, Training and Risk Management policy and operations. Consults with the Supervisory Psychologist Quality, Training and Risk Management to assess short- and long-range goals, objectives, and initiatives and participates in the development of VCL's Strategic/Quality, Training and Risk Management Plan. Identifying areas needing emphasis and exercises guidance; tasks, directs, and coordinates with other organizations engaged in the development and implementation of plans and objectives to ensure actions, programs and initiatives meet the needs of the Quality, Training and Risk Management division. Coordinates projects and tasks on behalf of the Supervisory Director Quality, Training and Risk Management, ensuring priority actions and those of particular interest are properly staffed and executed throughout the organization. Reviews, analyzes and controls all executive level correspondence for the Quality, Training and Risk Management office. Promotion Potential: This position involves a multi-grade career ladder. The major duties listed above represent the full performance level of GS-13. At the GS-12 grade level, you will perform assignments of a more limited scope and with less independence. You will progressively acquire the background necessary to perform at the full performance level of GS-13. Promotion is at the discretion of the supervisor and is contingent upon satisfactory performance, availability of higher-level work, and availability of funds. The selectee may be promoted to the full performance level without further competition when all regulatory, qualification, and performance requirements are met. Selection at a lower grade level does not guarantee promotion to the full performance level. Work Schedule: Tour of Duty is typically Administrative Hours. Tour is subject to change based on program needs. Compressed/Flexible Work Schedule: May be authorized upon supervisor approval after training per Agency policy. Remote: This is remote position. Selectees will work 100% of the time in a non-VA-owned space outside of the local commuting area of a parent station. The employee's workspace must be suitable for conducting business and as such, remote employees are expected to provide a secure, distraction-free home-based worksite with reliable high speed internet connectivity. The employee will be required to travel to the closest VA Medical Center or VA Outpatient Clinic for issuance of equipment, and as needed for technical support. Selectees will be required to self-certify that their remote workplace meets all safety, privacy, and internet speed requirements. Position Description/PD#: Management & Program Analyst/PD411680 and PD411670 Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): Not required Financial Disclosure Report: Not required This is not a bargaining unit position Requirements 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 Qualifications To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 01/03/2025. 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-12 position you must have served 52 weeks at the GS-11. For a GS-13 position you must have served 52 weeks at the GS-12.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 at the respective grade level based on your experience as described below: Specialized Experience GS-12: To qualify at the GS-12 level, you must have one year of specialized experience equivalent to at least the next lower grade (GS-11) for which you are applying in the normal line of progression for the occupation in the organization. In order to meet the minimum qualifications for this position, you must meet 3/5 of the following examples of specialized experience: defining objectives, establishing plans, formulating milestones, directing and guiding others to accomplish assignments; independently reviewing and interpreting laws, regulations, policy, and precedent regarding quality, training, and risk management programs/operations; preparing, editing, and presenting briefs, memo's, white papers, and executive level correspondence to management; routing correspondence and ensuring deadlines are met; experience providing information, advice, and assistance on a wide variety of management and administrative projects, policies, issues, and initiatives. Specialized Experience GS-13: To qualify at the GS-13 level, you must have one year of specialized experience equivalent to at least the next lower grade (GS-12) for which you are applying in the normal line of progression for the occupation in the organization. In order to meet the minimum qualifications for this position, you must meet 5/7 of the following examples of specialized experience: defining objectives, establishing plans, formulating milestones, directing and guiding others to accomplish assignments; independently reviewing and interpreting laws, regulations, policy, and precedent regarding quality, training, and risk management programs/operations; preparing, editing, and presenting briefs, memo's, white papers, and executive level correspondence to management; routing correspondence and ensuring deadlines are met; experience providing information, advice, and assistance on a wide variety of management and administrative projects, policies, issues, and initiatives; managing personnel and resources for a high-demand, fast paced department; managing multiple high-priority tasks simultaneously, analyzing administrative issues and implementing solutions or recommending changes to senior leadership within a high demand, fast paced department. Preferred Experience: 2-3 years of experience in Quality Management, customer service metrics, tracking suspense items, assignment of suspense items, development of memorandums, external oversight body correspondence tracking, to include accreditation correspondence and coordination preferred. You will be rated on the following Competencies for this position: Planning and Evaluating Project Management Technical Competence Communication Analysis and Problem Solving 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 and requires no special physical demands. 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/. 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: https://sites.ed.gov/international/recognition-of-foreign-qualifications/. Additional Information Order of Referral: Applications received up to 11:59p.m. EST on the date in which 50 applications is reached will receive first consideration. Applications received after 11:59p.m. EST on the date in which 50 applications are received may not receive consideration unless otherwise requested by management. Additional applications will be reviewed in one day increments at management request. This job opportunity announcement may be used to fill additional vacancies. 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.