Supervisory Program Specialist

Veterans Health Administration•Fort Riley, KS

23h•Hybrid

About The Position

The Supervisory Program Specialist is located in the Enrollment & Case Management Division of the VA Health Eligibility Center and works in the VHA Enrollment and Case Management call center. The call center’s primary initiative is to support the Veteran's Health Enrollment system. The position provides second-line supervision and management support for staff performing Enrollment & Case Management work. The position is scheduled Monday through Friday, 8:00 a.m. to 4:30 p.m. CST. Ad-hoc telework may be authorized, but this is not a virtual position. Return-to-office mandates apply, and selectees must report to in-person work unless an exception or exemption is approved. Relocation and recruitment incentives, critical skills incentives, and permanent change of station are not authorized. Applicants must meet the stated GS-11 qualification requirements by the announcement closing date of 10/23/2026. Qualification may be based on specialized experience, qualifying graduate education, or a combination of experience and education. The position requires U.S. citizenship, and selected applicants are subject to background/security investigation, onboarding requirements, and a probationary or trial period. Participation in the seasonal influenza vaccination program is required for VA Health Care Personnel.

Requirements

U.S. citizenship is required.
Applicants must complete the application, questionnaire, and required online assessment.
Selective Service registration is required for males born after 12/31/1959.
Selected applicants are subject to a background/security investigation and must complete online onboarding and acceptable identity-document requirements.
Participation in the VA seasonal influenza vaccination program is required for VA Health Care Personnel.
A one-year probationary period or two-year trial period is required, as applicable.
For current or former Federal employees subject to time-in-grade requirements, GS-11 applicants must have 52 weeks at GS-09 in Federal service and submit supporting SF-50 documentation.
Specialized-experience route: one year of experience equivalent to at least GS-09 involving informal complaints and grievances; healthcare-benefits projects and studies; staff advice and counsel; staff training on policies and procedures; and written performance evaluation reports.
Education route: a Ph.D. or equivalent doctoral degree, three full years of progressively higher-level graduate education leading to such a degree, or a related LL.M.
Combination route: qualifying specialized experience combined with education beyond a master's or equivalent graduate degree, two full years of progressively higher-level graduate education leading to such a degree, or a related LL.B. or J.D.
A transcript must be submitted when education is used to qualify; qualifying education must be from an institution recognized by the U.S. Department of Education.
Foreign education used to meet qualification requirements requires a Certificate of Foreign Equivalency with the transcript.

Responsibilities

Perform supervisory tasks within the scope of existing HEC policies.
Observe subordinate staff performance and conduct work performance critiques.
Monitor the timeliness of customer support provided by subordinate staff.
Develop and implement programs and techniques to establish new or modified work methods and business procedures.
Ensure subordinates are trained or otherwise familiar with section and HEC policies and procedures.
Perform multi-functional studies and special projects.
Resolve informal complaints and grievances.
Participate as a team member in special projects and studies related to healthcare benefits.
Provide advice and counsel to staff on work and administrative matters.
Create written performance evaluation reports for subordinate staff members.