Veteran Experience Officer - Martinsburg, WV - Overview Summary The Veteran Experience Officer/Patient Advocate serves under the Direction of the Chief of Customer Service. Incumbent will be responsible for the overall coordination of the Veterans Experience and Patient Advocate programs at the Medical Center. You will be responsible to inform top management of any concerns and solutions addressed by Veterans or family members. Work Schedule: Monday thru Friday 8:00 am to 4:30 pm. Telework: Not available Virtual: This is not a virtual position. Position Description/PD#: Veteran Experience Officer 07619A Relocation/Recruitment Incentives: Not Authorized Duties None - $56,233 $88,450 Job Details Application Open Date 5/2/2018 Application Close Date 5/15/2018 Organization Veterans Affairs, Veterans Health Administration Who May Apply None Status None - Receiving Service Credit or Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. VA may offer newly-appointed Federal employee's credit for their job-related non-federal experience or active duty uniformed military service. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed. Selected applicants will be required to complete an online onboarding process. The Interagency Career Transition Assistance Plan (ICTAP) and 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 (have a final rating of 85 or more) for this vacancy. Information about ICTAP and CTAP eligibility is on OPM's Career Transition Resources website at

• . Placement Policy: The posting of this announcement does not obligate management to fill a vacancy or vacancies by promotion. The position may be filled by reassignment, change to lower grade, transfer, appointment, or reinstatement. Management may use any one or any combination of these methods to fill the position. It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment. This job opportunity announcement may be used to fill additional vacancies. Veterans and Transitioning Service Members: Please visit the - site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members. For more information on the "Who may apply" eligibility requirements, please refer to the - document. If you are unable to apply online view the following link for information regarding an - . - Qualifications - To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 05/15/2018. 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. For a GS-11 position you must have served 52 weeks at the GS-9 .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. 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: GS-9: Applicant must have one year of specialized experience equivalent to atl least the next lower grade (GS-7) in the normal line of progression for the occupation in the organization. Examples of Specialized experience would typically include, but are not limited to : - Experience advocating for patients and or handling patients complaints in a healthcare system. - Speaking in both large and small forums as single representative for Veteran Affairs. - Experience establishing community partnerships. - Works independently in a variety of setting to include community outreach. OR 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. GS-11: Must have one year specialized experience equivalent to at least the lower grade (GS-9) in the normal line of progression for the occupation. - Experience working as patient advocate or veterans representative. - Experience working with patients and family. - Experience handling matters such as making determinations that require more advanced knowledge and/making judgments to resolve problems. - Point of contact specialized in program questions, responding to inquires utilizing electronic and in person communication.
• Experience applying various conflict resolution techniques. OR PH.D. or equivalent doctoral degree, or, 3 years of progressively higher level graduate education leading to such a degree, or LL.M. if related. You will be rated in the following Competencies for this position: Competency: 1- Ability and interpersonal skill to effectively communicate with individuals from varied backgrounds and varied levels of understanding. Competency: 2- Ability to work well with others, when completing assigned projects through the use of fact finding or analytical method/tools. Competency: 3- Thorough knowledge and skill in the area of customer service, patient centered care and rights and responsibilities of patients. Competency: 4- Ability to work under pressure to solve problems in a positive goal oriented, patient centered manner. Competency: 5- Must have the ability to use Microsoft work, access, excel, power point, and publisher; must be able to generate reports, presentations and correspondence. Competency: 6- Ability to research and analyze data to monitor progress, prepare reports and offer recommendations. 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: - Physical Requirements: Regular and recurring work of the position involves sitting at a desk, conferences, meetings, ect..,. - Benefits - How To Apply - All applicants are encouraged to apply online. To apply for this position, you must complete the questionnaire and submit the documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on 05/15/2018 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/10201338. - To begin, click Apply Online to create a USA JOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents and complete the occupational questionnaire. - Click Submit My Answers to submit your application package.