Program Support Assistant (OA)

Veterans Health Administration • Des Moines, IA

1d • Onsite

About The Position

This position is located in the Connected Health section at the Central Iowa VA Healthcare system located in Des Moines, IA. The incumbent performs program operations support, staff training support, Veteran outreach, and content and records stewardship to sustain compliance, increase enrollment and usage, and produce reliable artifacts that management uses to monitor performance and maintain continuity of operations. The VA Midwest Health Care Network advocates for a Whole Health System of care in each of the Medical Centers. This is an approach to healthcare that empowers and equips people to take charge of their health and well-being and live their lives to the fullest. As an employee operating in a Whole Health System of care, you will operate in a model with three core elements, seeking to create a personalized health plan for each Veteran. This is done in the context of healing relationships and healing environments and a connection back to the Veteran's community. This aligns with the Veterans Health Administration (VHA) Mission Statement to Honor America's Veterans by providing exceptional health care that improves their health and well-being.

Requirements

• Must be a U.S. Citizen to apply for this job.
• Must complete all required steps in the process, including the application, questionnaire, and an online assessment.
• Selective Service Registration is required for males born after 12/31/1959.
• The work required does not inherently include any physical requirements essential for successful job performance that could not otherwise be performed with accommodation or workplace adjustment.
• Subject to background/security investigation.
• Selected applicants will be required to complete an online onboarding process.
• Acceptable form(s) of identification will be required to complete pre-employment requirements.
• Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).
• Must serve a 1-year probationary period or 2-year trial period.
• 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-06 position you must have served 52 weeks at the GS-05.
• Typing proficiency: Must be able to type at least 40 words per minute.
• One year of specialized experience equivalent to at least the next lower grade GS-05 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: generating reports, data management, consolidating metrics, tracking information, and creating charts and summaries; coordinating training and tracking completion & attendance, updating desk guides and checklists; assisting staff with administrative and clerical processes and workflows; managing connected health records and SharePoint site; scheduling training sessions in Outlook, including room/virtual setup, invitations, and follow up reminders.

Nice To Haves

• Connected Health experience

Responsibilities

• Pull telehealth participation figures from modality utilization reports, Secure Messaging activity data, My HealtheVet enrollment dashboards, and Annie/VA Mobile App usage logs.
• Consolidate and reconcile telehealth and Connected Health metrics in Excel using tables, pivot summaries, and Power Query transformations.
• Update local reporting trackers for enrollment, usage, Secure Messaging activity, telehealth appointment volumes, training completion, and readiness items.
• Generate charts and status summaries using approved Word/Excel templates to show changes in enrollment, usage rates, readiness progress, and training compliance.
• Maintain suspense lists for Connected Health requests, overdue readiness steps, incomplete training items, and unresolved routing cases.
• Log program related requests in SharePoint trackers and update routing status from receipt through resolution.
• File all reporting artifacts (status summaries, charts, reconciled spreadsheets, routing logs) in SharePoint with correct metadata, permissions, and retention labels.
• Support continuity of Connected Health operations by executing recurring reporting cycles when program staff are unavailable and documenting deferred actions.
• Maintain attendance logs and records any training related action items or follow up required by supervisors or program owners.
• Update job aids, guides, and procedural checklists, verify accuracy against current Connected Health guidance, record effective dates, and archive prior versions.
• Monitor training completion status by service and staff group using facility or VISN training trackers; identify incomplete or overdue requirements.
• Route questions requiring clinical or policy interpretation to program owners and document the outcome in the training content archive.
• Support onboarding by demonstrating where to find official Connected Health materials and explaining standard routing practices associated with telehealth digital communication workflows.
• Plan outreach events by coordinating room or virtual setup, posting announcements through approved channels, and assembling event materials based on Connected Health offerings such as My HealtheVet, Secure Messaging, Annie, VA Mobile Apps, and VA.gov navigation.
• Deliver presentations and demonstrations for Veterans, caregivers, families, and service organizations that explain Connected Health tools, appropriate Secure Messaging and nonurgent communication practices, and steps for accessing available self-service resources.
• Assist Veterans with account setup navigation for My HealtheVet, Secure Messaging, and VA.gov within established boundaries; document interactions; provide next step instructions; and route issues to program owners or help desks for resolution.
• Record outreach attendance and frequently asked questions to identify common themes and support refinement of event materials and Connected Health informational resources.
• Create and file post event summaries describing event attendance, topics covered, logistical issues, and lessons learned, and upload these artifacts to SharePoint with required metadata and traceable version history.
• Document and track outreach related follow ups by logging referred issues, verifying completion with program owners or help desks, and maintaining routing and resolution notes within assigned trackers.
• Prepare, format, and finalize Connected Health correspondence, training materials, outreach content, and internal visuals using approved Word templates, Canva branding elements, and accessibility standards before storing both final versions and source files in designated SharePoint libraries with correct metadata, naming conventions, and version history.
• Other duties as assigned.

Benefits

• A career with the U.S. government provides employees with a comprehensive benefits package.
• As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding.
• Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed