U.S. Department of Veterans Affairs - Agency Wide
$37,113.00 to $48,249.00
Open & closing dates
$37,113 to $48,249 per year
Pay scale & grade
5 vacancies in the following location:
Relocation expenses reimbursed
This job is open to
Current or former competitive service employees, including:
Career Transition (CTAP, ICTAP, RPL)
Individuals with a disability
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. How would you like to become a part of a team providing compassionate care to Veterans?
The Martinsburg VA Medical Center mission is to honor America's Veterans by providing exceptional health care that improves their health and well-being. Located on 175 acres in West Virginia, the Medical Center offers a comprehensive range of services, including internal medicine, ambulatory surgery, audiology and speech pathology, dental, nursing home, nutrition, podiatry, prosthetics, women's health, mental health and rehabilitation medicine. The medical center serves more than 119,000 Veterans across four state; West Virginia, Maryland, Virginia and Pennsylvania. Located in Martinsburg, West Virginia, the medical center operates seven Community Based Outpatient Clinics (CBOCs). Six of the clinics are VA-staffed and are located in Cumberland, Hagerstown and Fort Detrick, Maryland, Petersburg and Franklin, West Virginia and Stephens City, Virginia. One of the clinics is contracted and located in Harrisonburg, Virginia. The medical center also supports the Vet Center in Martinsburg and the Culpeper and Winchester Cemeteries in Virginia. More information about our location can be found at the Chamber of Commerce of Martinsburg and Berkeley County website: http://www.berkeleycounty.org
Learn more about this agency
The Program Support Assistant (contact Center Representative) is responsible for receiving telephone calls from Veterans, Veteran Families, and/or legal representative, the public, and VA employees, pertaining to Veterans complaints and other related services to Veterans nation wide. This position is very critical work, incumbent must skill fully and accurately ensure that Veterans and their families are informed correctly, while maintaining a courteous, empathetic, tactful and respectful manner, to ensure that all callers inquiries are resolved timely.
Duties include but are not limited to the following:
Answer multi-line calls, answering the most complex call across all groups
Identify calls which must be referred to Veteran Crisis line or to higher level staff.
Select appropriate VA services to meet the specific needs of customers.
Determines most appropriate action or identifies alternatives in resolving issues.
Prepares well-defined case notes when actions are effected.
Respond to Veteran Through e-mail or through other forms of messaging.
Simultaneously perform numerous customer service related duties.
Establish and maintain effective communication and working relationship with VA employees, outside agencies and the public.
Work under pressure; remains calm and effective while dealing with escalating and difficult calls.
Ask appropriate questions to identify complex or vague requests.
Accurately record details of calls and other services request for VA services and information.
Organize and prioritize multiple tasks.
Work independently on tasks and assignments.
Assist in major project activities.
Understand and explain VA services or procedures.
Other duties as assigned.
Work schedule: 40 hours a week with varying shifts to include days, nights, weekends and holidays.
Position Description Title/PD #: Program Support Assistant, GS-0303-05 PD # 08736-A
Relocation/Recruitment Incentives: Are not authorized.
Financial Disclosure Report: Is not required.
Who May Apply
This job is open to…
Status Candidates, VRA, VEOA, 30% or More Disabled, Schedule A
Questions? This job is open to 3 groups.
Job family (Series)
0303 Miscellaneous Clerk And Assistant
Conditions of Employment
You must be a U.S. Citizen to apply for this job
Designated and/or random drug testing may be required
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
Physical Requirements: This position requires extensive and repeated periods of keyboard data entry work. Work involves considerable standing, walking, bending, and stooping, carry files and/or other objects.
Selected applicants will be required to complete an online onboarding process.
*** Medical Terminology is not required, however is highly preferred for these positions***
To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 02/27/2018.
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-05 position you must have served 52 weeks at the GS-04 grade level. 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:
Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-04 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: performing receptionist and record keeping duties in a clinical setting, referring phone calls to the appropriate clinical and administrative personnel, interpreting and providing instructions to customer, entering and gathering data, coordinating meetings, establishing and maintaining an efficient filing system, using automated data processing equipment to generate a variety of reports, and establishing priorities and meeting deadlines.OR,
Education: Applicants may substitute education for the required experience. Applicant may substitute education for experience required for the GS-5 level. Bachelors' degree or equivalent degree or 4 years above high school education leading to such a degree. Such education must demonstrate the knowledge, skills, and abilities necessary to do the work. OR,
Combination: Applicants may also combine education and experience to qualify at tthe GS-5 level. To calculate, first identify the percentage of required education you have earned (when substituting, you cannot use the first 60 semester hours that you earned). Then identify the percentage of required experience you possess. Add the two percentages. The total percentage must equal at least 100 percent to qualify at the GS-5. For example, an applicant who has 9 semester hours of graduate level education (i.e. 50% of graduate education required) and 6 months of creditable specialized experience (i.e. 50% of the required experience) would equal 100% of the required experience for the position.
You will be rated on the following Competencies for this position:
Competency 1-Ability to communicate orally and in writing.
Competency 2-Knowledge of benefits and service programs.
Competency 3-Knowledge of standard processing, procedures, formats, distribution, and retention policies for correspondence or reports produced.
Competency 4-Knowledge of policies regulations, and philosophy to assure all actions conform to statutory and regulatory requirements.
Competency 5-Knowledge of and skill using office automation software such as Microsoft office, work processing, graphics programs, spreadsheet programs, database programs, and file management.
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.
A transcript must be submitted with your application if you are basing all or part of your qualifications on education.
PLEASE NOTE: Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications (particularly positions with a positive education requirement). Therefore, applicants must report only attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education. Applicants can verify accreditation at the following website: http://www.ed.gov/admins/finaid/accred/index.html
. All education claimed by applicants will be verified by the appointing agency accordingly. 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.
VA supports the use of telework as a way to help attract and retain talented individuals in public service, increase worker productivity, and better prepare the agency to operate during emergencies. This position may be authorized for telework. Telework eligibility will be discussed during the interview process.
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.
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 VA for Vets
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 OHRM Status Candidates and Other Candidate Definitions
If you are unable to apply online view the following link for information regarding an Alternate Application
How You Will Be Evaluated
You will be evaluated for this job based on how well you meet the qualifications above.
IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE.
Narrative responses are not required at this time. If you are referred for consideration, you may be asked to submit additional job related information, which may include, but not limited to; responses to the knowledge, skills and abilities; completion of a work sample, and/or contact for an interview.Your resume and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect your rating or consideration for employment.
Background checks and security clearance
To apply for this position, you must provide a complete Application Package which includes:
The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please use this checklist
to make sure you have included other documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50's (current/former Federal employees), documentation to support Veterans Preference claims, or ICTAP/CTAP documentation (for displaced Federal employees). You will not be contacted for additional information.
Schedule A Certification Letter
VA Disability Letter
Veterans' Preference: When applying for Federal Jobs, eligible Veterans should claim preference for 5pt (TP), 10pt (CP/CPS/XP), or for Sole Survivor Preference (SSP) in the questionnaire. You must provide a legible copy of your DD214(s) which shows dates and character of service (honorable, general, etc.). If you are currently serving on active duty and expect to be released or discharged within 120 days you must submit documentation related to your active duty service which reflects the dates of service, character of service (honorable, general, etc.), and dates of impending separation. Additionally, disabled veterans and others eligible for 10-point preference (such as widows or mothers of eligible Veterans) must also submit an SF-15 Application for 10 Point Veteran Preference with required proof as stated on the form. Documentation is required to award preference. For more information on Veterans' Preference, please visit http://www.fedshirevets.gov/job/vetpref/index.aspx
If you are relying on your education to meet qualification requirements:
Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
A career with the U.S. Government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Learn more about federal benefits
Review our benefits
Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time, or intermittent. Contact the hiring agency for more information on the specific benefits offered.
How to Apply
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 02/27/2018 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/10136318
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.
NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.
To verify your application is complete, log into your USA JOBS account, https://my.usajobs.gov/Account/Login
, select the Application Status link and then select the more information link for this position. The Application page will display the status of your application, the documentation received and processed, and any correspondence the agency has sent related to this application. Your uploaded documents may take several hours to clear the virus scan process. To return to an incomplete application, log into your USA JOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USA JOBS account or your application will be incomplete.
Agency contact information
(304) 263-0811 X6205
Martinsburg VA Medical Center
510 Butler Avenue
Learn more about this agency
Once your online application is submitted you will receive a confirmation notification by email. After we receive application packages (including all required documents) and the vacancy announcement closes, we will review applications to ensure qualification and eligibility requirements are met. After the review is complete, a referral certificate(s) is issued and applicants will be notified of their status by email. Referred applicants will be notified as such and may be contacted directly by the hiring office for an interview. All referred applicants receive a final notification once a selection decision has been made. ***PLEASE BE PATIENT THROUGHOUT THE RECRUITMENT PROCESS. IF YOU ARE REFERRED FOR CONSIDERATION, YOU MAY OR MAY NOT BE CONTACTED FOR AN INTERVIEW. ALL APPLICANTS WILL RECEIVE NOTIFICATION EMAILS IF NOT CONTACTED DIRECTLY.***
You may check the status of your application at any time by logging into your USA Jobs account and clicking on Applications. Information regarding your application status can be found in the USAJobs Help Center
Fair & Transparent
Fair & Transparent
The Federal hiring process is setup to be fair and transparent. Please read the following guidance.
Equal Employment Opportunity Policy
The United States Government does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.
Equal Employment Opportunity (EEO) for federal employees & job applicants
Reasonable Accommodation Policy
Federal agencies must provide reasonable accommodation to applicants with disabilities where appropriate. Applicants requiring reasonable accommodation for any part of the application and hiring process should contact the hiring agency directly. Determinations on requests for reasonable accommodation will be made on a case-by-case basis.
A reasonable accommodation is any change to a job, the work environment, or the way things are usually done that enables an individual with a disability to apply for a job, perform job duties or receive equal access to job benefits.
Under the Rehabilitation Act of 1973, federal agencies must provide reasonable accommodations when: An applicant with a disability needs an accommodation to have an equal opportunity to apply for a job.
An employee with a disability needs an accommodation to perform the essential job duties or to gain access to the workplace.
An employee with a disability needs an accommodation to receive equal access to benefits, such as details, training, and office-sponsored events.
You can request a reasonable accommodation at any time during the application or hiring process or while on the job. Requests are considered on a case-by-case basis.
Learn more about disability employment and reasonable accommodations
or how to contact an agency.
Legal and regulatory guidance
Social security number request
Signature and false statements
New employee probationary period
Note: We cannot accept applications on behalf of Federal Agencies. Application instructions are listed within the Job Description.
U.S. Department of Veterans Affairs - Agency Wide
Website : http://www.va.gov/
The Veterans Health Administration is home to the United States’ largest integrated health care system consisting of 152 medical centers, nearly 1,400 community-based outpatient clinics, community living centers, Vet Centers and Domiciliaries. Together these health care facilities and the more than 53,000 independent licensed health care practitioners who work within them provide comprehensive care to more than 8.3 million* Veterans each year.