Program Analyst

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 06/15/2026. 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-11 position you must have served 52 weeks at the GS-09. 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 in the normal line of progression for the occupation in the organization. In order to meet the minimum qualifications for this position, you must meet 3/5 of the following examples of specialized experience: Collecting, reviewing, analyzing and interpreting data in the moment to support operational, programmatic or organizational decision making. Providing program, administrative, operational, or technical support to leadership, employees, customers, or stakeholders. Preparing, presenting, or communicating reports, findings, recommendations or other information to leadership or stakeholders. Facilitating workflow coordination across teams, program and organizational functions. Supporting process improvement, performance management, or organizational effectiveness initiatives. OR, Education to Qualify: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must possess a Ph.D. or equivalent doctoral degree which related to the work of the position or 3 full years of progressively higher-level graduate education leading to such a degree. (TRANSCRIPTS ARE REQUIRED) OR, Combination of Education and Experience to Qualify: An equivalent combination of specialized experience and graduate education as described above may be used to meet the total qualification requirements for this position. Only graduate education in excess of a master's or equivalent graduate degree which related to the work of the position may be used to qualify at this level. (TRANSCRIPTS ARE REQUIRED) 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/.

The purpose of this position is to analyze real time or live VCL call center program data to ensure that program operations are running efficiently. This position provides essential program support and makes decisions based on live data essential for efficient and effective functionality of critical VHA missions. The incumbent plays a critical role in providing program support and analysis that not only affects all employees in the department but can also have an impact on other areas of VCL whose positions support Clinical Operations. The major duties of this position include but are not limited to: Reviews, monitors, and analyzes real time or live program data that is reflected through various data screens and systems to report on immediate inefficiencies in program support coverage. Reviews, monitors, and analyzes real time data for any technical issues with the VCL telephone, chat or text systems, customer relations data base, network outages, etc. Annotates trends, data, and responses and elevates to leadership. Monitors the Veterans Crisis Line Responders, to ensure that they are providing timely support to Veterans and callers. Makes immediate data driven decisions based on knowledge and appropriate use of data (I.E. adjustments of staffing from chat/text to phones, immediate employee performance, dip in productivity levels, etc.). Keeps employees and leadership informed of issues, trends, and developments in the areas of call center operations and best practices. Applies program knowledge and experience in working in a call center environment to answer staff questions, guide responders, research basic questions, provide references, and respond to various other issues that may arise. The incumbent provides program and project status briefings to supervisors, managers, and internal and external staff. Reviews and analyzes situations noting trends, patterns, and data that may suggest training or knowledge deficiencies and refers this information to a supervisors for further development. Performs other duties as assigned by leadership. Work Schedule: Varied work schedule to include evenings, nights, weekends and holidays to provide 24/7 call center coverage. Tour will be determined after final selections and will be based on seniority. Tour is subject to change based on program needs. Selectees will be expected to work all shifts. Compressed/Flexible: Not authorized Remote: This is a remote position. Position Description/PD#: Program Analyst/PD07834A Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): Not Authorized