Program Support Assistant (OA)

Program Support Assistant (OA)

Duties may include but are not limited to: Program Resources Services and Support

• Performs work related to the acquisition and development of program information and resource materials/personnel to support the policy development and technical activities of the organization;
• Assists with projects in support of the policy development and technical program activities;
• Assembles and summarizes information and other materials from other sources;
• Develops resource materials, such as hard copy and computer-based brochures and reports;
• Monitors all aspects of the operating programs and makes recommendations to improve or modify methods for disseminating information to intended audiences;
• Serves as an Automated Data Processing Application Coordinator (ADPAC) to support SWS staff in the acquisition of equipment such as telephones, computers, printers, fax machines, laptops, cellular phones, tablets from the Office of Information Technology (OIT);
• Appropriately orders and maintains an orderly and adequate level of program supplies;
• Ensures lower level ADPACs are appropriately informed and abreast of changes to ensure accurate and timely submission of equipment requests;
• Manages day to day workload of lower-level administrative support staff to avoid equipment delays;
• Functions as an alternate travel arranger utilizing the federal travel program to assist SWS staff with travel orders, including travel vouchers and authorizations;
• Closely monitors travel requests to ensure approved travel orders are submitted accurately and timely and received prior to scheduled travel;
• Serves as the knowledge expert in guiding lower-level administrative support staff troubleshooting assistance to ensure accurate and timely travel authorizations and vouchers.

Provides Administrative Assistance for Case Management

• Provides assistance to Chief, Assistant Chief, and Administrative Officer, clinical professionals and other staff members;
• Performs proficient clerical and administrative support, ensuring appropriate administrative processes are maintained in SWS;
• Maintains accurate paper and electronic records of cases in accordance with records control schedule;
• Compiles recurring and special reports as required by SWS programs;
• Serves as the records liaison and monitors lower-level administrative support staff record management.

Information Receptionist

• Receives calls and routes callers, patients, and visitors;
• Provides information about the organization as well as SWS programs;
• Receives and provides forms and assists patients and visitors with administrative completion of forms or documents;
• Provides general telephone and visitor referral services;
• Directs patients, visitors, and callers to appropriate program/staff based on specific request or by ascertaining the nature of the call;
• Personally provides information of a routine nature. Inquiries vary widely and information given requires explanation of office functions, describing specific requirements, providing basic instructions or a similar degree of detail. Inquiries received require evaluation to determine the most useful and appropriate information, resolve inconsistencies in available information or provide alternatives;
• Obtains information to prioritize and make decisions regarding caller referral based on specific caller needs;
• Obtains caller information and resolves problems independently when possible;
• Ensures timely clinical response to patients/callers with potential emergent or urgent care needs through prompt identification of the problem and appropriate clinical referral;
• Interacts with customers, family members, visitors and co-workers in a courteous, tactful, helpful manner, exercising mature judgment and diplomacy;
• Receives, schedules, and refers external customers (to include community agencies, other government agencies, and general public) to appropriate SWS staff/programs;
• Acts as liaison to other managers and staff within the organization and provides accurate advice on procedures, reports, requirements and other matters necessary to implement SWS program policies, directives and instructions;
• Performs all necessary functions for the efficient operation of SWS;
• Maintains calendars, schedules appointments, coordinates meetings, and schedules conferences between various SWS program staff and all staff disciplines throughout the STVHCS;
• Ensures follow-up appointments and actions are scheduled and complete timely;
• Assures effective administration of functional operations;
• Performs other duties as assigned.

Work Schedule: Monday - Friday, 8:00am - 4:30pm

Telework: Available on an Ad-hoc basis.

Virtual: This is not a virtual position.

Position Description/PD#: PD001060

Relocation/Recruitment Incentives: Not Authorized

Critical Skills Incentive (CSI): Not Approved

Permanent Change of Station (PCS): Not Authorized

US Department of Veterans Affairs