Lead Program Support Assistant

Full Job Description

This position serves as a Lead Facility Ambassador for the Atlanta VA Health Care System in the Chief Experience Office which reports to the Deputy Director.

The employee will serve as the lead trainer and mentor for a team of Information Receptionists and Compensated Work Therapy patients.

The role of these positions is to ensure easy access to locations and information for all who enter the medical center.

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 03/17/2026.

Time-In-Grade Requirement: Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement.

For a GS-05 position you must have served 52 weeks at the GS-04. The grade may have been in any occupation, but must have been held in the Federal service.

An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials.

If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement.

In this instance, you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade.

Note: Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment.

You may qualify based on your experience and/or education as described below: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-04 in the normal line of progression for the occupation in the organization.

Examples of specialized experience would typically include, but are not limited to: Leads a team of Information Receptionists and Compensated Work Therapy patients, asses workload at any given time, and assist all staff and/or redistribute workload; Serves as the Ambassador liaison between the Experience Department and patients in a manner that creates loyalty and improves overall patient and customer satisfaction; Meets the demands of a busy medical facility providing simple understandable instructions and/or directions to locations of each medical facility; Provides information and education on the capabilities of MyHealtheVet system; Technical understanding of computer equipment to determine when specialized support is needed when equipment does not function.

OR, Education: Applicants may substitute education for the required experience.

To qualify based on education for this grade level you must have successfully completed four (4) years of education above the high school level in any field which high school graduation or the equivalent is the normal prerequisite.

This education must have been obtained in an accredited business, secretarial or technical school, junior college, college or university for which high school graduation or the equivalent is the normal prerequisite.

One year of full-time undergraduate study is defined as 30 semester hours, 45 quarter hours, or the equivalent in a college or university or at least 20 hours of classroom instruction per week for approximately 36 weeks in a business, secretarial or technical school.

This education must have been obtained in an accredited college or university. NOTE: Transcripts (unofficial or official) must be submitted with your application materials.

Education cannot be credited without documentation. OR, Combination: Applicants may also combine education and experience to qualify at this level.

You must have equivalent combinations of successfully completed post-high school education (beyond the second year) and specialized experience, as described above, which meet the total experience requirements for this grade level.

Only education in excess of the first 60 semester hours (i.e., beyond the second year) is creditable toward meeting the specialized experience requirement.

One full academic year of study (30 semester hours) beyond the second year is equivalent to 6 months of specialized experience.

This education must have been obtained in an accredited business, secretarial or technical school, junior college, college or university.

NOTE: Transcripts (unofficial or official) must be submitted with your application materials. Education cannot be credited without documentation.

For more information on these qualification standards, please visit the United States Office of Personnel Management's website at https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.

Major Duties:

Major duties include but are not limited to: Responsible to the supervisor for ensuring that the work assignments of the other employees of the team are carried out by performing a range of duties.

Distributes and balances the workload among employees in accordance with established workflow or job specialization, assures timely accomplishment of the assigned workload, and assures that each employee has enough work to keep busy.

Keeps in touch with the status and progress of work and makes day-to-day adjustments in accordance with established priorities, obtaining assistance from the supervisor on problems that may arise, such as backlogs which cannot be disposed of promptly.

Instructs employees in specific tasks and techniques and makes available written instructions, reference materials and supplies.

Gives on-the-job training to new employees in accordance with established procedures and practices.

Monitors working conditions such as seating, ventilation, lighting, safety, etc.; Responsible for identifying improvement opportunities such as under utilized space, poor or missing signage, lighting concerns, etc.

Responsible for monitoring the facility and recognizing to bring to the attention the appropriate party any safety concerns throughout the facility.

Receives, greets and directs customers in person and over the telephone with precise clear instructions; provides clear detailed information about the organization, its functions, activities, and personnel.

Receives and distributes all incoming telephone calls and face-to-face inquiries.

Provides patient transport services which requires pushing wheelchairs, transport chairs, gurneys, stretchers, and hospital beds, assists with transportation to the morgue and assists with movement of patients with safe patient handling and mobility (SPHM) and other medical equipment.

Assists with transport of patients from their vehicles to admissions to their destinations; internally from ward to ward or ward to clinic; and finally, to discharge and their vehicle.

Work Schedule: Monday - Friday, 7:00am - 3:30pm. Work Schedule is subject to change based on agency need. Virtual: This is not a virtual position.

Position Description/PD#: Lead Program Support Assistant/PD114690 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized