Program Support Assistant

Job Title

Program Support Assistant

Duties

Major duties of this position include, but are not limited to:

• Responding to inquiries and providing information: Screens incoming calls, answers routine questions, and provides information regarding report status, suspense dates, and procedural requirements to staff, agencies, and members of the public.
• Maintaining professional customer interactions: Routinely displays courteous and respectful behavior, greets customers appropriately, projects a positive professional image, and maintains effective relationships with both internal and external customers.
• Resolving customer and organizational issues: Provides timely, responsive, and accurate assistance; addresses problems before they adversely affect the organization; and keeps supervisors informed of difficult or controversial issues requiring attention.
• Coordinate office operations and administrative activities: Manages and coordinates administrative functions for the Home and Community Based Care Service, including office procedures, workspace utilization, equipment requests, and operational support across multiple departments.
• Manage schedules, meetings, and organizational communications: Coordinates training and travel requests, schedules appointments and conferences, prepares meeting minutes, follows up on action items, and processes official correspondence and reports.
• Monitor compliance and support organizational planning: Ensures policies are current, advises staff on procedures, collaborates with leadership to meet reporting deadlines, and helps prepare the service for inspections and audits.
• Manage and support information systems: Serves as the Automated Data Processing Application Coordinator (ADPAC) for Home and Community Based Care Service, helping coordinate and support technology applications used by the service.
• Use Microsoft Office and electronic systems: Creates and formats letters, reports, memoranda, spreadsheets, graphics, and presentations; stores and retrieves electronic documents; and manages email communications using Microsoft Office applications.
• Maintain and process electronic data: Enters training information, retrieves education and training statistics, and uses systems and other electronic applications to support administrative operations.
• Research and analyze information to support decisions: Researches subject matter independently, gathers relevant information, and provides background information to support leadership and program operations.
• Identify and resolve operational issues: Reviews policies and procedures, monitors compliance, identifies problems affecting workflow or readiness, and directs issues to the appropriate departments for timely resolution.
• Track action items and ensure completion of deadlines: Monitors reports, follows up on meeting action items, works with leadership to ensure assignments are completed, and helps departments meet established deadlines and organizational requirements.
• Resolve problems and address concerns: Acts as a key office representative to solve problems, clarify issues, provide guidance, and follow up on commitments with employees, patients, families, community partners, and external agencies.
• Manage difficult or controversial issues: Keeps supervisors informed of difficult, controversial, or unique problems and helps coordinate appropriate responses to prevent adverse impacts on the organization.
• Facilitate communication and coordination: Coordinates schedules, meetings, and work processes among multiple departments and organizations to ensure issues are addressed promptly and relationships remain productive and professional.

Work Schedule: Monday - Friday 0800-1630

Position Description Title/PD#: Program Support Assistant/PD13020A

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.

Virtual: This is not a virtual position.

Relocation/Recruitment Incentives: Not Authorized

Critical Skills Incentive (CSI): Not Approved

Permanent Change of Station (PCS): Not Authorized

Financial Disclosure Report: Not required

Physical Requirements: The work is generally sedentary. Typically, the employee may sit comfortably to do the work. However, there may be some walking, standing, bending, and carrying of light items like papers or books. No special physical demands are required to perform the work.