Training Specialist

Summary The primary purpose of the position is to develop and implement the ongoing training programs for employees with MAS as well as staff within other services that have responsibility for using MAS packages to perform their duties. The position is located in the Business Office, Medical Administration Service (MAS) at the Washington DC VA Medical Center. Responsibilities Duties to include, but not limited to: Developing and administering training programs for the MAS staff as well as administrative employees throughout the medical facility and Community Based Outpatient Clinics (CBOCs) Assesses training program quality and effectiveness for continuous improvement. Collaborates with supervisors and the Automated Data Processing Application Coordinator (ADPAC) to monitor and develop seamless processes within the service with the goal of improving efficiency, effectiveness and customer service. Develops the training plan each fiscal year, as well as the monthly training calendar of the training programs for the service, including the day, time and training location. Conducts and evaluates employee training needs In order to provide guidance to MAS management and supervisory staff on establishing and operating internal training programs, developing or obtaining/purchasing training aids and selecting appropriate training resources. Coordinates requests for training funds in accordance with established service priorities on special interest training needs. Provides training on scheduling packages, electronic waiting lists, eligibility and enrollment, means testing, beneficiary travel, encounter management reporting, clinic set up procedures, customer service, new MAS Initiatives, directives, processes, and Informational training material. Monitors quality program implementation and indicators designed to verify adherence to requirements, prevent errors and eliminate ineffective work practices. Investigates and analyzes adverse quality trends or conditions and initiates corrective action. Designs studies, training programs, and organizational strategies for identifying opportunities to improve customer service and process quality. Performs audits of training processes to ensure compliance with directives, prepares report of findings, and prepares training that addresses deficient areas. Applies analytical and evaluative methods and techniques to issues or studies concerning the efficiency and effectiveness of ADPAC and other programs. Applies Joint Commission standards relating to service operations to assure compliance and recommend improvements to meet standards. Applies comprehensive, practical knowledge of day-to-day operations to identify how mandatory changes affect employees in order to develop the training required for implementation. Implements, administers, and coordinates all aspects of the training and educational concepts in order to instruct all levels of employees, students, volunteers, and management. Maintains effective interpersonal relationships and negotiating solutions with supervisory, professional and nonprofessional staff, personnel and staff in other Services and facilities. Adjusts education materials and presentations to the level of the learner in order to maximize the learning process. Independently develops and plans the overall training program, including developing deadlines, priorities and training schedules to meet established goals and objectives. Communicates with individuals and groups, both VA and non-VA, at different levels with a wide variety of educational and socioeconomic backgrounds, divergent opinions, and priorities, by applying a variety of communication techniques. Utilizes technical competence with various automated data systems, such as VISTA, CPRS, and other applicable software for output/input and analyses of data. Reviews available resources and educational materials for appropriateness and selects or modifies these materials to address existing educational problems or needs. Conducts formal and/or informal in service and continuing education programs based on identified need. 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: Monday - Friday 7:30am - 4:00pm, 8:00am- 4:30pm EST Compressed/Flexible: Not Authorized Virtual: This is not a virtual position. Position Description/PD#: Training Specialist/PD513140 Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Authorized Permanent Change of Station (PCS): Not Authorized PCS Appraised Value Offer (AVO): 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. 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. 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 by the closing date of this announcement, 09/17/2026. 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-11 position you must have served 52 weeks at the GS-09. For a GS-09 position you must have served 52 weeks at the GS-07. 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 Requirements Education: Undergraduate and Graduate Education: Major study -- education or a subject area related to the position to be filled. OR, Experience: Specialized Experience: Experience that demonstrated a practical knowledge of the subject area of the position and of the methods and techniques of instruction. Examples of qualifying specialized experience include: Teaching or instructing in an adult education program, secondary school, college, military installation, or industrial establishment in the appropriate field(s). Supervising or administering a training program. Development or review of training/course materials, aids, devices, etc., and evaluation of training results. Work in the occupation or subject-matter field of the position to be filled that required training or instructing others on a regular basis. GS-09 Requirement: 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: Teaching or instructing in an adult education program, secondary school, college, military installation, or industrial establishment in the appropriate field(s). Supervising or administering a training program. Development or review of training/course materials, aids, devices, etc., and evaluation of training results. Working in the occupation or subject-matter field of the position to be filled that required training or instructing others on a regular basis. OR, Education master's or equivalent graduate degree OR, 2 full years of progressively higher level graduate education leading to such a degree OR, LL.B. or J.D., if related GS-11 Requirement: 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: Teaching or instructing in an adult education program, secondary school, college, military installation, or industrial establishment in the appropriate field(s). Supervising or administering a training program. Development or review of training/course materials, aids, devices, etc., and evaluation of training results. Working in the occupation or subject-matter field of the position to be filled that required training or instructing others on a regular basis. OR, Ph.D. or equivalent doctoral degree, or 3 full years of progressively higher level graduate education leading to such a degree OR, Equivalent combination of successfully completed education and specialized experience directly related to the work of the position as outlined above that meets the requirements of the position. NOTE: If using education combined with specialized experience to qualify, a copy of your transcript is required. OR, LL.M., if related Best Qualified Criteria Training Specialist, GS-9 (Entry Level) Best Qualified Candidates identified should demonstrate experience in the following areas: 1.Experience providing formal or informal instruction, coaching, mentoring, or on-the-job training to employees. 2.Knowledge of patient scheduling principles, policies, procedures, and customer service practices within a healthcare setting. 3.Experience communicating effectively, both orally and in writing, including presenting information to individuals or small groups. 4.Experience using electronic health record systems, scheduling applications, or other computerized systems to complete daily work assignments. 5.Ability to organize work, prioritize multiple assignments, and adapt to changing operational needs while maintaining accuracy and attention to detail. 6.Experience collaborating with supervisors, leadership, and multidisciplinary teams to support training initiatives or operational goals. 7.Demonstrated ability to learn new systems, policies, and procedures and apply them effectively in the workplace. Best Qualified Criteria Training Specialist, GS-11 (Full Performance) Candidates identified as Best Qualified should demonstrate specialized experience in the following areas: 1.Experience independently developing, coordinating, facilitating, and evaluating employee training programs. 2.Advanced knowledge of patient scheduling policies, procedures, directives, and operational workflows within a healthcare environment. 3.Experience using the Integrated Scheduling System, Veterans Health Information Systems and Technology Architecture, and other scheduling applications to provide instruction, troubleshoot issues, and support operational improvements. 4.Experience conducting scheduling audits, analyzing audit results, identifying trends, and developing corrective action plans to improve scheduling accuracy and compliance. 5.Experience utilizing reporting tools and system-generated data to evaluate performance, monitor compliance, identify training needs, and provide recommendations to leadership. 6.Experience presenting information to large groups, facilitating classroom instruction, leading meetings, and delivering virtual or in-person training. 7.Experience advising supervisors and leadership regarding training needs, operational challenges, compliance issues, and process improvement initiatives. 8.Experience developing or revising standard operating procedures, job aids, instructional materials, or other training resources. 9.Experience evaluating employee competency, providing constructive feedback, coaching staff, and recommending additional training based on performance outcomes. 10.Demonstrated ability to independently manage multiple projects, establish priorities, and effectively communicate with employees and leadership across organizational levels. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at 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: 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 "Whole Health is an approach to health care that empowers and equips people to take charge of their health and well-being and live their life to the fullest. The VA is committed to Whole Health and values Veteran and Employee health and wellbeing. As a VA employee, you will practice Whole Health in an environment that supports personalized and proactive care." 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 for 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