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Summary This position is organizationally the Veterans Experience Coordinator for Alaska VA Healthcare System. The primary purpose of this position is to assure the timely resolution of patient and family complaints, to identify and participate in the identification and correction of system issues, to educate staff to the role of patient advocacy and to analyze data and identify trends and patterns that create difficulty for patient and or families. Responsibilities The Veteran Experience Coordinator will serve as the subject matter expert, working directly with the One Stop Shop, Patient Advocate, leadership and other service/departments to identify and resolve areas of opportunity within the Medical Center by trending data and presenting the Veteran's perspective / desired resolution. Additional duties include, but are not limited to: -Facilitate with the Patient Advocate on any details related to the Veterans situation and VA reports. -Use a systematic approach to proactively solicit Veteran feedback to make systems improvements, building Veteran trust, confidence, and loyalty. -Actively serve on committees where Veteran concerns are identified, resolved, classified, and/or where Veteran concern trending data is utilized to improve overall service provided to Veteran patients, -Prepares, presents, and/or trends data at various meetings/committees on a regular basis as required, that include, but are not limited to: issue patterns, categories, services, specific cases, specific topics and key drivers of Veteran Satisfaction. -Assists with Community and Public Relations service with involving Veterans to increase community, Veteran awareness of VA healthcare resources and creating Veteran Centex Outreach events. -Compiles final reports of evaluation efforts and notes discrepancies and the planned initiatives for effecting remedial actions. -Establishes administrative controls aimed at ensuing remedial actions are completed as proposed. -Participates in, and may lead as appropriate, any process improvement groups to correct and reduce patient complaints. -Implements change, when possible, initiates work orders, training, and other actions necessary to improve customer relations. -Analyzes retrospective and concurrent service or interdisciplinary concurrent reviews, relating findings to pre-established criteria in order to identify deviations. -Assists patients in understanding their rights in addition to their responsibilities. -Acts to resolve problems, expedite services or implement necessary corrective measures within established facility policies and where appropriate, through committee participation. -Responds both verbally and in writing to congressional, service organization, community group, or other inquiries related to Veteran complaints, grievances, or dissatisfaction. 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. Work Schedule: TBD during interview Telework: Not authorized Virtual: This is not a virtual position. Position Description/PD#: Program Specialist- Veteran Experience Coordinator/PD503420 and PD503410 Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Authorized Permanent Change of Station (PCS): Not Authorized Requirements Conditions of Employment You must be a U.S. Citizen to apply for this job To be considered for this position, you must complete all required steps in the process. In addition to the application and questionnaire, this position requires an online assessment. The online assessment measures critical general competencies required to perform the job. Selective Service Registration is required for males born after 12/31/1959 Physical Requirements: The work required does not inherently include any physical requirements essential for successful job performance that could not otherwise be performed with accommodation or workplace adjustment. A pre-placement physical examination is not required. 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) As a condition of employment for accepting this position, you will be required to serve a 1-year probationary period or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider: your performance and conduct; the needs and interests of the agency; whether your continued employment would advance organizational goals of the agency or the Government; and whether your continued employment would advance the efficiency of the Federal service. Upon completion of your probationary period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest. Qualifications To qualify for this position, applicants must meet all requirements within 30 days of the closing date of this announcement, 11/26/2025. 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-09 position you must have served 52 weeks at the GS-07. For a GS-11 position you must have served 52 weeks at the GS-09. 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 based on your experience and/or education as described below: GS-09 Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-07 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: formulating policies and procedures; drafting memoranda, strategic planning; preparing reports; budget approval; conducting training. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have a Master's Degree in a related field OR two full years of progressively higher-level education leading to such a degree OR LL.B or J.D., if related to the position which demonstrates the knowledge, skills and abilities necessary to do the work of the position. OR, Combination: Applicants may also combine education and experience to qualify at this level. You must have an combination of specialized experience and education, as described above. GS-11 Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-09 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: formulating policies and procedures; drafting memoranda, strategic planning; preparing reports; budget approval; conducting training; develop and implement standards, plans, and procedures; responsible for direction, planning, quality and success of program(s) under his/her authority including all corresponding financial resources; represents the facility by accepting invitations to speak and/or participate in outside activities. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have a P.h.D., or equivalent doctoral degree OR three full years of progressively higher-level education leading to such a degree OR LL.M, if related to the position which demonstrates the knowledge, skills and abilities necessary to do the work of the position. OR, Combination: Applicants may also combine education and experience to qualify at this level. You must have an combination of specialized experience and education, as described above. Physical Requirements: Work is mostly sedentary. 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 A transcript must be submitted with your application if you are basing all or part of your qualifications on education. 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 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. Reasonable Accommodation (RA) Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application. Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments, based on your adjudication decision. You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments if you received the link after the close of the announcement. To determine if you need a RA, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments. 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. This job opportunity announcement may be used to fill additional vacancies. The Interagency Career Transition Assistance Plan (ICTAP) and Career Transition Assistance Plan (CTAP) provide eligible displaced 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 for this vacancy. To be well-qualified: applicants must possess experience that exceeds the minimum qualifications of the position including all selective factors, and who are proficient in most of the required competencies of the job. Information about ICTAP and CTAP eligibility is on OPM's Career Transition Resources website at http://www.opm.gov/policy-data-oversight/workforce-restructuring/employee-guide-to-career-transition/.