Management and Program Analyst

Summary

The employee will serve as the Management and Program Analyst (Communications and Implementation Manager), in the Peer Support Outreach Center (PSOC), Veterans Crisis Line (VCL). 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.

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Duties

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Major duties include but are not limited to:

• Conducts PSOC data collection, analysis, and distribution; assesses information to provide observations and recommendations on process improvements and operational relationships.
• Analyzes systems and decision-making processes, recommending improvements through modified procedures or technology solutions.
• Coordinates communications and development efforts across the larger VCL system, collaborating with all VCL departments to keep SOPs synchronized for procedures and policies.
• Tracks and manages all actions related to PSOC program development, operations, and continuous improvement, including maintaining detailed implementation records.
• Keeps staff informed of timelines and deliverables, assists in problem-solving for unforeseen challenges, and helps leadership evaluate resourcing across multiple ongoing projects.
• Designs, implements, and manages internal communication structures (e.g., transparency initiatives, staff awareness systems) and maintains information platforms like MS Teams and SharePoint.
• Leads or consults with process improvement teams on change management initiatives, with particular focus on the PSOC internal communication system; acts as a change agent using lean management methodology.
• Manages and tracks incoming customer complaints through resolution, alerting appropriate staff and monitoring documentation completion.
• Assists in ensuring PSOC adherence to VHA/VCL regulations and policies, and supports preparation for internal/external audits and reviews.
• Communicates with union partners on programmatic changes and provides consultation to supervisors/PSOC Director on pre-decisional management proposals.

Work Schedule: Tour of Duty is typically administrative hours, 8:00 am-4:30 pm. Tour is subject to change based on program needs.

Compressed/Flexible: Not Authorized

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#: Management and Program Analyst/ PD798860

Relocation/Recruitment Incentives: Not Authorized

Critical Skills Incentive (CSI): Not Approved

Permanent Change of Station (PCS): Not Authorized

PCS Appraised Value Offer (AVO): Not Authorized

This is not a bargaining unit position.

Requirements

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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 ( Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.

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 by the closing date of this announcement, 10/13/2026.

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-12 position you must have served 52 weeks at the GS-11. 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 as described below:

• Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade (GS-11) 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 3/5 of the following examples of specialized experience:
  • Conducting studies such as High Reliability Organization analyses, lean management reviews, workflow/process assessments, and change management initiatives
  • Providing consultative support to leadership and program staff on procedural development, operational policies, and directives
  • Designing and managing internal communication structures and information systems (e.g., SharePoint, Teams Channels)
  • Analyzing program workflows, resource allocation, and operational processes, to identify inefficiency and prepare recommendations for improvement grounded in quantitative and qualitative data
  • Leading and coordinating program activities across multiple operational lines within a high-volume service environment, ensuring alignment with established standard operating procedures, program policies, and organizational priorities.

Eligible and qualified applicants on a certificate provided to the hiring manager will be rated on the following Competencies for this position:

• Change Management
• Communication
• Planning and Evaluating
• Organizational Awareness

For more information on these qualification standards, please visit the United States Office of Personnel Management's website at

Education

There is no educational substitution at this grade level.

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: 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:

Additional information

Applicant Count: This announcement will remain open until 10/13/2026, or when the applicant count is reached, whichever is earlier. The applicant count is the point at which the first 150 applications are received. All applications submitted that day up to 11:59 p.m. eastern standard time on the date the applicant count is reached will be accepted and considered.

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.

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

Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.

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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. Opens in a new windowLearn more about federal benefits.

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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.