Program Support Assistant

Veterans Health Administration•Ann Arbor, MI

23d•Onsite

About The Position

The Program Support Assistant (PSA) works within Social Work and Community Based Service (SW&CBS) and is supervised by the Administrative Officer. The position provides technical program support and administrative clerical services to programs within the service and to Main Social Work Office operations. The PSA submits statistical and administrative reports and data for assigned programs, conducts research and data entry, prepares program reports and patient lists, performs accounting and budgetary tasks, and manages ongoing projects and emerging work requirements. The role uses FBCS, CPRS, VistA applications and Microsoft Office tools, and independently assesses and prioritizes assigned work, gathers information, resolves conflicts, and addresses irregularities. The PSA also educates Veterans and family members about benefits, eligibility, lodging alternatives, and available programs; issues applicable discount letters and meal vouchers; monitors external support services; resolves office equipment issues; and performs authorized Government Purchase Card duties, including documentation and monthly reconciliation. As an ADPAC liaison, the PSA supports system administration and assists clinical staff, and trains new employees on program administrative requirements. The position provides customer service to adults from age 18 through senior adults, communicating with Veterans, families or caregivers, clinical staff, and hotel contractors. The PSA assesses and routes needs, handles messages and consult requests, tracks staff call-ins and call-offs, and helps ensure Veterans are screened and approved before social services are provided. The PSA maintains and retrieves reports, correspondence, records, forms, and numerical data in accordance with Federal, VA, and local policy. Duties include preparing written communications, agendas, minutes, reports, briefings, and presentations; maintaining program records and forms; printing Veteran rosters; maintaining weekly appointment lists; and arranging travel consults. Other duties may be assigned. The position is onsite, with a Monday–Friday schedule from 8:00 a.m. to 4:30 p.m. The work is primarily sedentary, with occasional walking, standing, bending, or carrying light items and manual dexterity for computer entry, office equipment, and filing. Emotional stability is needed to resolve crisis situations.

Requirements

One year of specialized experience equivalent to at least the next lower grade, GS-5, in the normal line of progression.
Specialized experience includes administrative support such as timekeeping, screening phone calls, filing, taking minutes, arranging travel, maintaining appointment calendars, coordinating meetings or conference calls, and ordering supplies.
Experience using Microsoft Office programs, database programs, and office equipment.
Experience assisting with departmental problem solving and planning alternative solutions.
Experience preparing reports and assisting with planning, reviewing, and reporting data and statistical results.
U.S. citizenship is required.
Selective Service registration is required for males born after December 31, 1959.
Must complete the required application steps and online assessment.
Must undergo a background/security investigation and complete online onboarding and pre-employment identification requirements.
Participation in the seasonal influenza vaccination program is required for Department of Veterans Affairs Health Care Personnel.
Must serve a one-year probationary period.
Must have emotional stability to resolve crisis situations.
Work requires manual dexterity for computer data entry, office machine operation, and filing.
There is no educational substitution at this grade level.

Responsibilities

Submit statistical and administrative reports and data for assigned programs.
Research and enter data; prepare program reports and patient lists; perform accounting and budgetary duties; and manage assigned projects and emerging requirements.
Operate FBCS, CPRS, and VistA applications, including VistA FEE, Lodging, Admissions, AOD, Caregiver, TCM, MFH, and Eligibility systems, as well as Microsoft Word, Outlook, PowerPoint, SharePoint, and Excel.
Assess, prioritize, collect, and assemble information for assigned work; resolve conflicts and identify and reconcile irregularities, developing procedures where guidelines do not exist as needed.
Educate Veterans and their family members about benefits, eligibility, alternative lodging, and programs available through the service.
Issue discount letters to ineligible individuals or families and meal vouchers when appropriate under policy.
Monitor external support services, including dietary, housekeeping, logistics, respiratory, and voluntary services, to ensure goals are met.
Resolve office equipment malfunctions by obtaining support from the appropriate maintenance, engineering, copier/fax, or facilities staff.
Serve as an authorized Government Purchase Card user for small-item purchases and complete required documentation and monthly reconciliation in accordance with applicable rules and regulations.
Serve as the ADPAC liaison, administer systems within the service, and provide guidance and assistance to clinical staff.
Train new employees on program administrative requirements, including functions, documentation, and clinic encounters.
Communicate with patients, families or caregivers, clinical staff, and hotel contractors in person or by telephone to assess Veteran needs.
Take messages; track staff call-ins and call-offs; notify supervisors; and assess, assist with, or route Veteran needs to the appropriate manager, social worker, department, or patient advocate.
Handle consult requests promptly, assign them to the appropriate social worker, and log them in the service tracker.
Work with clinical units and providers to ensure Veterans are appropriately screened and approved before social services are provided.
Obtain, organize, file, maintain, and retrieve reports, correspondence, records, forms, and numerical data in accordance with Federal, VA, and local policies and guidance.
Type, edit, and maintain program records and forms, including letters, memos, reports, summaries, surveys, brochures, and other written communications.
Compose correspondence and prepare agendas and meeting minutes to support clinical functions as needed.
Print Veteran rosters when necessary, maintain weekly lists of scheduled CNH Veteran medical center appointments, and arrange travel consults for appointments.
Perform other duties as assigned.