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Summary The employee will serve as the Social Science Program Specialist (Workflow Coordinator), located in Crisis Operations, Veterans Crisis Line (VCL), Veterans Affairs (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 ensures delivery of evidence-based practices in suicide prevention and crisis intervention at the national and international level for Veterans and associated recipients of the VCL. Service recipients may be contacting the Crisis Line from within the U.S. or any global area, particularly those overseas in military bases and installations. Provides technical expertise on a wide range of issues and situations encountered in day-to-day operations. Provides first line consultation to Crisis Responders (CR's)/Social Service Assistants (SSA's) who encounter one-of-a-kind or unfamiliar situations. Acts as a liaison between CR's/SSA's and Supervisors. Relays information on unplanned changes and reports to supervisor/manager. Provides feedback to CR's supervisors, and management. Initiates and carries out contingency and emergency procedures when needed. Troubleshoots new and existing procedures and applications. Monitors communication from call centers across contact channels. Monitors work management software, operational metrics, and internal communications to ensure proper call center functioning. Work Schedule: Varied work schedule to include evenings, nights, weekends and holidays to provide 24/7 call center coverage. Tour will be determined after final selections and will be based on seniority. Tour is subject to change based on program needs. Selectees will be expected to work all shifts. Compressed/Flexible Work Schedule: Not available. Virtual: This is not a virtual position. 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#: Social Science Program Specialist/PD08437A 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/trial period Subject to background/security investigation Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued dentification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP) Qualifications To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 08/06/2025. 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-11 position you must have served 52 weeks at the GS-09 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. 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. Individual Occupational Requirement (IOR): The IOR is a basic requirement that must be met by every applicant in order to qualify for entry into this occupational series and is something that cannot be waived. To qualify for this occupational series, you must possess one of the following: Successful completion of a four year degree from an accredited college or university. The degree must be in a behavioral or social science, or related disciplines appropriate to the position. OR Combination of education and experience that provide applicant with knowledge of one or more of the behavioral or social sciences equivalent to a major in the field. OR Four years of appropriate experience that demonstrate the applicant has acquired knowledge of one or more of the behavioral or social sciences equivalent to a major in the field. Specialized Experience: In addition to the IOR, applicants will qualify based on experience, education, or a combination of education and experience by meeting ONE of the requirements below. Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade (GS-9) 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 five of the seven examples of specialized experience. Examples of specialized experience include experience with: Using a wide range of professional, customer-service and crisis intervention skills; Providing expert troubleshooting advice to co-workers and other stakeholders; VA's Mental Health continuum of care; Targeting solutions to a wide variety of problems including complex issues; Using of a wide range of crisis intervention and support skills with diverse types of contacts; Computerized Patient Records Systems (CPRS) and CAPRI, as well as internal VCL applications; Applying VA and OSP policies and procedures, and associated regulations. OR Education: Successful completion of 3 years of progressively higher-level graduate education leading to a Ph.D. degree, or a Ph.D. degree, or equivalent doctoral degree in a related field of the position to be filled. OR Combination: Combination of successfully completed graduate level education (beyond the first 2 years) and specialized experience as described above to meet total experience requirements. Experience must be clearly indicated in your resume. 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 although some slight physical effort may be required. This position may required prolonged sitting or standing and requires moderate walking and manual dexterity. May require carrying light items such as books, files, or laptop computers. 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 Transcripts: A transcript must be submitted with your application if you are basing all or part of your qualifications on education. Transcripts must depict the name of the college to determine accreditation, and your name must also be displayed on the transcripts. If qualifying based on a degree, or for positions requiring a degree, the transcript must show the date the degree was conferred. If selected, you must provide official transcripts. Transcripts should state degree conferred and have a date. Copies of official transcripts are accepted and are the best way to ensure your education is interpreted correctly in accordance with OPM qualification standards. Unofficial transcripts are accepted if they contain all the required information. 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 11:59pm EST on the date in which 25 applications is reached will received first consideration. Applications received after 11:59pm EST on the date in which 25 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.