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Summary This position is located within the Department of Veterans Affairs (VA), Veterans Health Administration (VHA), VA Mid-Atlantic Health Care Network (VISN 6), Hampton Veterans Affairs Medical Center (HVAMC). The Customer Experience Manager (CEM) is a Customer Service Program Coordinator whose primary responsibilities is for the implementation and integration of the medical center customer service and Employee Engagement programs. Responsibilities The Customer Experience Manager is responsible for the overall planning, organization, directing, controlling, and evaluating programs and outcomes impacting patient and employee engagement; daily attention to the resolution of complex customer service problems; participation in executive-level decision making deliberations, and execution of a comprehensive systems improvement program. In addition the incumbent must be a skilled communicator capable of developing effective partnerships with key stakeholders, local, state and federal agencies as well as non-governmental organizations. Administers and plans a customer satisfaction and employee relations program for a complex medical center. Will bring the voice of customers, stakeholders, and partners into the organization. Promotes and leads organizational change, leveraging its impact. Will develop plans to convert customer and Employee Engagement strategic goals into actions. The incumbent will design and incorporate measurable results to be used to address complex customer service issues. The Customer Experience Manager will be responsible for training and interpretation of customer data to identify trends and make recommendations regarding methods, practices, and procedures to address problem resolution. As a supervisor, the incumbent is responsible for the following: - Coordinates staffing, and work assignments for patient advocates - Reviews the work of subordinates - Coordinates workload assignments and solves problems related to the work. - Explains and gains the support of employees for developing, implementing and managing policies and establishing goals, in addition to working to achieve the objectives of government-wide personnel programs and policies. - Responsible for analyzing and evaluating professional and technical competency of staff assigned to the program. - The incumbent fosters and supports the use of novel rehabilitation techniques and sensitive, tactful, supervision of patients and personnel. - The incumbent insures that all subordinate staff, work cooperatively with other staff members in matters related to community relations, total program planning and individual patient treatment. - Responsible compliance of all performance measures related to Customer Service The incumbent practices independently, exercising initiative and independent judgment in day-to-day activities. Supervision/consultation is of an administrative and professional nature; with the supervisor providing guidelines as to the general policy and direction of Social Work or the Customer Experience/Customer Service program the incumbent coordinates. The incumbent is responsible for developing a mutually acceptable project plan which typically involves identification of the work to be done, the· scope of the project, and the deadlines for its completion. The incumbent is responsible for planning and organizing the work, coordinating with staff and line management personnel, and conducting all phases of the project. Completed projects, evaluations, reports, or recommendations are evaluated by the supervisor for compatibility with organizational goals, guidelines, and effectiveness in achieving intended objectives. Incumbent is responsible for ensuring the work assignments of the Customer Service team are carried out by performing a range of duties, such as: - Plans work to be accomplished by subordinates, set and adjust short-term priorities, and prepare schedules for completion of work; - Assigns work to subordinates based on priorities, selective consideration of the difficulty and requirements of assignments and the capabilities of employees, - Recommends selections for subordinate positions. - Hearing and resolving group grievances and effects minor disciplinary actions, as necessary. Recommending more serious, unresolved complaints to the appropriate area. - Conducts interviews, identify developmental and training needs, and provide or arrange necessary training. - Develops strategies to improve workflow and increase efficiencies with the designated work-area. - Utilizes technical knowledge ensures the timely execution of the performance management process through the development of performance standards, annual evaluations, and as necessary, performance improvement plans. Performs other duties as assigned. Work Schedule: 8:00am - 4:30pm Monday - Friday Telework: Not Eligible for Telework Virtual: This is not a virtual position Functional Statement #: 000000 Permanent Change of Station (PCS): Not Authorized Recruitment Incentives: Not Authorized Financial Disclosure Report: Not Required. Requirements Conditions of Employment You must be a U.S. Citizen to apply for this job. Selective Service Registration is required for males born after 12/31/1959. Must be proficient in written and spoken English. You may be required to serve a probationary period. Subject to background/security investigation. Selected applicants will be required to complete an online onboarding process. Must pass pre-employment physical examination. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). Participation in the Coronavirus Disease 2019 (COVID-19) vaccination program is a requirement for all Veterans Health Administration Health Care Personnel (HCP) - See "Additional Information" below for details. Qualifications Applicants must have completed their education and obtained their certification/licensure requirements to be referred and tentatively selected. Basic Requirements: United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. Education. Have a master's degree in social work from a school of social work fully accredited by the Council on Social Work Education (CSWE). Graduates of schools of social work that are in candidacy status do not meet this requirement until the School of Social Work is fully accredited. A doctoral degree in social work may not be substituted for the master's degree in social work. Verification of the degree can be made by going to http://www.cswe.org/Accreditation to verify that the social work degree meets the accreditation standards for a masters of social work. Licensure. Persons hired or reassigned to social worker positions in the GS-0185 series in VHA must be licensed or certified by a state to independently practice social work at the master's degree level. Current state requirements may be found by going to http://vaww.va.gov/OHRM/T38Hybrid/. (1) Exception. VHA may waive the licensure or certification requirement for persons who are otherwise qualified, pending completion of state prerequisites for licensure/certification examinations. This exception only applies at the GS-9 grade level. For the GS-11 grade level and above, the candidate must be licensed or certified. At the time of appointment, the supervisor, chief social work or social work executive will provide the unlicensed/uncertified social worker with the written requirements for licensure or certification, including the time by which the license or certification must be obtained and the consequences for not becoming licensed or certified by the deadline. (a) For appointments at the GS-9 grade level, VHA social workers who are not licensed or certified at the time of appointment must become licensed or certified at the independent, master's level within three years of their appointment as a social worker. Most states require two years of post-MSW experience as a prerequisite to taking the licensure/certification exam, and VHA gives social workers one additional year to pass the licensure/certification exam. In states such as California, Washington, and others where the prerequisites for licensure exceed two years, social workers must become licensed at the independent, master's level within one year of meeting the full state prerequisites for licensure. (b) A social worker who does not yet have a license that allows independent practice must be supervised by a licensed independent practitioner of the same discipline who is a VA staff member and who has access to the electronic health record. (c) Different states have different levels of licensure or certification, making it difficult for VHA staff to determine the independent practice level. Each state, Puerto Rico, and the District of Columbia completed surveys identifying the level of licensure or certification allowing independent practice. Copies of the surveys are on file in the VHA Office of Care Management and Social Work Services, and a summary spreadsheet of the levels of licensure or certification is available to social work professional standards board members for purposes of determining whether the social worker's level of licensure or certification meets the VHA qualification standards. All states except California use a series of licensure exams administered by the ASWB. Information can be found at https://www.aswb.org/. The ASWB is the association of boards that regulates social work. ASWB develops and maintains the social work licensing examination used across the country and is a central resource for information on the legal regulation of social work. The ASWB offers three examinations. The master's examination is generally used by states for the independent practice level of licensure or certification, while the advanced generalist and the clinical examinations are used for the advanced practice level of licensure or certification. Differences between the master's and the advanced exams demonstrate the expectation that advanced practice social workers will have a more sophisticated knowledge of practice theory and its application. May qualify based on being covered by the Grandfathering Provision as described in the VA Qualification Standard for this occupation (only applicable to current VHA employees who are in this occupation and meet the criteria). Grade Determinations: Experience/Education. One year of experience equivalent to the GS-11 grade level. Experience must demonstrate possession of advanced practice skills in a specialty area or in administration demonstrating progressively more professional competency and judgment. Candidate may have certification or other post-master's degree training from a nationally recognized professional organization or university that includes a defined curriculum/course of study and internship, or equivalent supervised professional experience. Licensure/Certification. Individuals assigned as supervisory social workers must be licensed or certified at the advanced practice level, and must be able to provide supervision for licensure. Demonstrated Knowledge, Skills, and Abilities. In addition to the experience above, the candidate must demonstrate all of the following KSAs: (a)Knowledge of program coordination and administration which includes consultation, negotiation, and monitoring. (b) Knowledge and ability to write policies, procedures, and/or practice guidelines for the program. (c) Ability to supervise multidisciplinary staff assigned to the program. (d) Skill in organizing work, setting priorities, meeting multiple deadlines, and evaluating assigned program area(s). (e) Ability to provide training, orientation, and guidance within clinical practice. References: September 10, 2019 VA HANDBOOK 5005/120 PART II APPENDIX G39 The full performance level of this vacancy is GS-12. Physical Requirements: See VA Directive and Handbook 5019, Employee Occupational Health Services. No special physical demands such as above average ability, dexterity, or strength are required to perform the work. Work is sedentary and the employee may sit comfortably. May be subject to stressful situations due to short turnaround timeframes required by requests from offices within Hampton VAMC, including Offices of the Director and Associate Director. As such, this position demands emotional stability. There may be some walking, standing, bending, carrying of light items, driving of an automobile, ect. Fieldwork may involve traveling to Hampton VAMC sites to present data. Education IMPORTANT: 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: http://ope.ed.gov/accreditation/. 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: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html. Additional Information Receiving Service Credit or 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. Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience. 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. This position is in the Excepted Service and does not confer competitive status. VA encourages persons with disabilities to apply. The health-related positions in VA are covered by Title 38, and are not covered by the Schedule A excepted appointment authority. Pursuant to VHA Directive 1193.01, VHA health care personnel (HCP) are required to be fully vaccinated against COVID-19 subject to such accommodations as required by law (i.e., medical, religious or pregnancy). VHA HCPs do not include remote workers who only infrequently enter VHA locations. If selected, you will be required to be fully vaccinated against COVID-19 and submit documentation of proof of vaccination before your start date. The agency will provide additional information regarding what information or documentation will be needed and how you can request a legally required accommodation from this requirement using the reasonable accommodation process. If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement.