Program Support Assistant

Job Title

Program Support Assistant

Job Description

The incumbent functions as a program and administrative assistant to the CSP staff which are located across the Durham VA Healthcare System and includes the Health Care Centers and Community Based Outpatient Clinics. The primary duties of the Program Support Assistant (PSA) are administrative support and program development, to assist with data collection, analysis of trends, and implementation of best practices. The employee provides staff support including office operations, information management, coordinates and integrates information necessary to the effective and efficient operation of the program.

Major Duties

Program Development and Support:

• Develops, coordinates, and implements a comprehensive outreach initiative designed to facilitate the delivery of services to caregivers and their Veterans.
• Maintains responsibility for coordination of referrals for caregivers and their Veterans. Provides resources and referrals to caregivers who provide care for their Veterans.

Data Management & Reporting:

• Assists in the planning, review, and reporting of data/statistical results of program/project studies; performs basic analysis of the data and generates a variety of reports.
• Extracts data from databases regarding consult completion, data is manipulated and dispersed to correct Social Work team member for action.
• Performs administrative duties to facilitate treatment and services for Veterans.
• Screens all calls and walk-in visitors for the Caregiver Support Program, answering most questions on established policy or routine matters.
• Track and report monthly and annual Caregiver Support Program funding.
• Balancing a welcoming environment screening calls and walk-in visitors for the Caregiver Support Program and Social Work Service.
• Addressing questions and concerns on established policy or routine matters.

Administrative Support:

• Performs telephone and walk-in triage and brief assessment- assists Veterans, families, medical center staff and community agency personnel who are seeking Caregiver Support services.
• Produces a wide range of documents using a variety of office automation technologies. Applies advanced work processing software to materials involving complex formats such as automatic generation of indices and tables of contents, importation of graphics, charts, or special symbols or precise alignment of multiple columns.
• Receives/screens and manages all incoming and outgoing documents, publications, directives and correspondence, determining appropriate action and/or response with minimal direction.
• The position Supports broad social work service operations serving as timekeeper, providing SWS Front desk coverage, PIV sponsorship, and serving as Fund Control Point Clerk.

Budget Management:

• Design and maintain a tracking system for the Caregiver Support Respite Program expenditures and referrals. Track quarterly Bene-Travel cost, track all PCAFC quarterly visits, and maintain record of all associated reimbursement costs.
• Assist in preparing yearly funding requests.
• Ensure local program is compliant with funding updates/changes.

Customer Service:

• Meets the needs of customers while supporting the CSP, SWS and VA missions. Consistently communicates and treats customers (veterans, their representatives, visitors, and all VA staff) in a courteous, tactful and respectful manner.
• Provides the customer with consistent information according to established policies and procedures.
• Handles conflict and problems in dealing with the customer constructively and appropriately.

Promotion Potential: This position is at its full performance level.

Work Schedule: Monday-Friday, 8am to 4:30pm

Telework: VA supports the use of telework as a way to help attract and retain talented individuals in public service, increase worker productivity, and better prepare the agency to operate during emergencies. This position may be authorized for telework. Telework eligibility will be discussed during the interview process.

Position Description/PD#: Program Support Assistant / PD50199A

Relocation/Recruitment Incentives: Not Authorized

Permanent Change of Station (PCS): Not Authorized

Financial Disclosure Report: Not required