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Program Support Assistant - Department of Veterans Affairs - Golden, CO

Summary

Our mission: To fulfill President Lincoln's promise - "To care for him who shall have borne the battle, and for his widow, and his orphan,” - by serving and honoring the men and women who are America's Veterans.

You Can Make a Difference!

Every job at the VA impacts the Veterans that we serve. You can be part of that team, helping to make sure that our Veterans receive the top-quality care they deserve.

Special Employment Consideration: VA encourages persons with disabilities to apply, including those eligible for hiring under 5 CFR 213.3102(u), Schedule A, Appointment of persons with disabilities, i.e. intellectual disabilities, severe physical disabilities, or psychiatric disabilities, and/or Disabled Veterans with a compensable service-connected disability of 30% or more.

This position is also being announced under MP announcement number VY-17-MLa-1962939-DE to status candidates. Applicants who meet the eligibility criteria are encouraged to apply under both announcements.

Duties

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• Provide direct telephone customer support to authorized Veterans in high-volume call center.
• Provide direct assistance to clinical specialists such as guiding the clinician through the Remote Order Entry System (ROES) software for ordering items, conducting model changes, registering veteran's devices, making serial number changes, evaluating duplicate records, locating patient records, etc.
• Process transactions for the placement of orders including hearing aid devices and accessories, assistive devices, batteries, orthotic soft goods, prosthetic socks, telehealth equipment and aids for the visually impaired. 
• Process orders accurately and timely, ensuring items meet order guidelines. 
• Screen and categorize incoming documents, file and maintain records, and maintain tracking spreadsheets for orders and phone calls, credit card reconciliation, quality control, etc. 

Note: At the GS-05/06 grade levels, the Program Support Assistant will complete training and perform developmental assignments of progressively increasing responsibility in preparation for the duties outlined above for the target GS-07 grade level.

View Assessment Questions

Travel Required

• Occasional Travel
• up to five nights per month may be required to travel away from the normal duty station

Relocation Authorized

• No

Job Requirements

Key Requirements

• You must be a U.S. citizen.
• You must submit the required documents. Please see How to Apply section.

Qualifications

Qualifications must be met by the Closing Date: You must meet all qualification and eligibility requirements by Monday, June 05, 2017.
To qualify at the GS-05 level of this position, you must have at least one of the following:
A. One full year of specialized experience comparable in scope and responsibility to the GS-04 level performing procedural and administrative work of an office such as: preparing and editing correspondence; maintaining files/records; locating, processing, distributing, and updating information in response to telephone inquiries, requests, or correspondence. OR,
B. Completed 4 full years (120 semester hours or equivalent) of education beyond the high school level in any field for which high school graduation or the equivalent is the normal prerequisite. OR,
C. A combination of the specialized experience and education described above. Only education beyond 60 semester hours or equivalent may be combined with specialized experience.
To qualify at the GS-06 level of this position, you must have:
One full year of specialized experience comparable in scope and responsibility to the GS-05 level performing procedural and administrative work of an office that included ordering supplies or equipment. Examples of qualifying specialized experience include: processing orders for commodities; preparing and editing e-mails and letters to customers; maintaining confidential customer files and records; locating, processing, distributing, and updating information in response to telephone inquiries, requests, or correspondence relating to order processing transactions. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at http://ift.tt/1dO9mm4.
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; religious; 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.

Education: When there is a basic education requirement, or you are using education to qualify as a substitution for experience, transcripts (unofficial) are required at the time of application to verify that you meet the requirement.

Only attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education may be credited. Applicants can verify accreditation at the following website: http://ift.tt/1fo0vM9.

Foreign Education: If you are using education completed in foreign colleges or universities to meet the qualification requirements, you must show that the education credentials have been evaluated by a private organization that specializes in interpretation of foreign education programs and such education has been deemed equivalent to that gained in an accredited U.S. education program; or full credit has been given for the courses at a U.S. accredited college or university. For further information, visit: http://ift.tt/1fo0xnu.

• Background Investigation: You may need to successfully complete a background investigation before appointment into the position. 
• Probationary Period: You may be required to serve a one year probationary period.
• Promotion Potential: 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. 

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