Program Support Assistant (OA)

Program Support Assistant (OA)

Major duties include but are not limited to the following:

• Pulls telehealth participation figures from modality utilization reports, Secure Messaging activity data, My HealtheVet enrollment dashboards, and Annie/VA Mobile App usage logs.
• Consolidates and reconciles telehealth and Connected Health metrics in Excel using tables, pivot summaries, and Power Query transformations.
• Updates local reporting trackers for enrollment, usage, Secure Messaging activity, telehealth appointment volumes, training completion, and readiness items.
• Generates charts and status summaries using approved Word/Excel templates to show changes in enrollment, usage rates, readiness progress, and training compliance.
• Maintains suspense lists for Connected Health requests, overdue readiness steps, incomplete training items, and unresolved routing cases.
• Logs program related requests in SharePoint trackers and updates routing status from receipt through resolution.
• Files all reporting artifacts (status summaries, charts, reconciled spreadsheets, routing logs) in SharePoint with correct metadata, permissions, and retention labels.
• Supports continuity of Connected Health operations by executing recurring reporting cycles when program staff are unavailable and documenting deferred actions.
• Maintains attendance logs and records any training related action items or follow up required by supervisors or program owners.
• Updates job aids, guides, and procedural checklists, verifies accuracy against current Connected Health guidance, records effective dates, and archives prior versions.
• Monitors training completion status by service and staff group using facility or VISN training trackers; identifies incomplete or overdue requirements.
• Routes questions requiring clinical or policy interpretation to program owners and documents the outcome in the training content archive.
• Supports onboarding by demonstrating where to find official Connected Health materials and explaining standard routing practices associated with telehealth digital communication workflows.
• Plans outreach events by coordinating room or virtual setup, posting announcements through approved channels, and assembling event materials based on Connected Health offerings such as My HealtheVet, Secure Messaging, Annie, VA Mobile Apps, and VA.gov navigation.
• Delivers presentations and demonstrations for Veterans, caregivers, families, and service organizations that explain Connected Health tools, appropriate Secure Messaging and nonurgent communication practices, and steps for accessing available self-service resources.
• Assists Veterans with account setup navigation for My HealtheVet, Secure Messaging, and VA.gov within established boundaries; documents interactions; provides next step instructions; and routes issues to program owners or help desks for resolution.
• Records outreach attendance and frequently asked questions to identify common themes and support refinement of event materials and Connected Health informational resources. Creates and files post event summaries describing event attendance, topics covered, logistical issues, and lessons learned, and uploads these artifacts to SharePoint with required metadata and traceable version history.
• Documents and tracks outreach related follow ups by logging referred issues, verifying completion with program owners or help desks, and maintaining routing and resolution notes within assigned trackers.
• Prepares, formats, and finalizes Connected Health correspondence, training materials, outreach content, and internal visuals using approved Word templates, Canva branding elements, and accessibility standards before storing both final versions and source files in designated SharePoint libraries with correct metadata, naming conventions, and version history.
• Other duties as assigned.

Work Schedule: Monday - Friday, 7:30am - 4:00pm

This is not a virtual position.

Position Description/PD#: Program Support Assistant (OA)/ PD636D-30492A

Relocation/Recruitment Incentives: Not Authorized

Critical Skills Incentive (CSI): Not Approved

Permanent Change of Station (PCS): Not Authorized

The VA Midwest Health Care Network advocates for a Whole Health System of care in each of the Medical Centers. This is an approach to healthcare that empowers and equips people to take charge of their health and well-being and live their lives to the fullest. As an employee operating in a Whole Health System of care, you will operate in a model with three core elements, seeking to create a personalized health plan for each Veteran. This is done in the context of healing relationships and healing environments and a connection back to the Veteran's community. This aligns with the Veterans Health Administration (VHA) Mission Statement to Honor America's Veterans by providing exceptional health care that improves their health and well-being.