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Management and Program Analyst

Veterans Health Administration · Remote · Posted 3d ago

Full-timeRemoteManagement & Leadership
Pay
$89,508 – $145,468/yr
Schedule
Full-time
Closes
Oct 13, 2026

About the role

The employee will serve as the Management and Program Analyst (Communications and Implementation Manager), in the Peer Support Outreach Center (PSOC), Veterans Crisis Line (VCL). The VCL is a 24-hour, 7-days-a-week, 365-days-a-year service aimed at connecting callers worldwide to a caring, qualified Veterans Administration employee. The VCL's mission is to provide 24/7, world-class suicide prevention and crisis intervention services to Veterans, Service Members and their family members. Major duties include but are not limited to: Conducts PSOC data collection, analysis, and distribution; assesses information to provide observations and recommendations on process improvements and operational relationships. Analyzes systems and decision-making processes, recommending improvements through modified procedures or technology solutions. Coordinates communications and development efforts across the larger VCL system, collaborating with all VCL departments to keep SOPs synchronized for procedures and policies. Tracks and manages all actions related to PSOC program development, operations, and continuous improvement, including maintaining detailed implementation records. Keeps staff informed of timelines and deliverables, assists in problem-solving for unforeseen challenges, and helps leadership evaluate resourcing across multiple ongoing projects. Designs, implements, and manages internal communication structures (e.g., transparency initiatives, staff awareness systems) and maintains information platforms like MS Teams and SharePoint. Leads or consults with process improvement teams on change management initiatives, with particular focus on the PSOC internal communication system; acts as a change agent using lean management methodology. Manages and tracks incoming customer complaints through resolution, alerting appropriate staff and monitoring documentation completion. Assists in ensuring PSOC adherence to VHA/VCL regulations and policies, and supports preparation for internal/external audits and reviews. Communicates with union partners on programmatic changes and provides consultation to supervisors/PSOC Director on pre-decisional management proposals. Work Schedule: Tour of Duty is typically administrative hours, 8:00 am-4:30 pm. Tour is subject to change based on program needs. Compressed/Flexible: Not Authorized Remote: This is remote position. Selectees will work 100% of the time in a non-VA-owned space outside of the local commuting area of a parent station. The employee's workspace must be suitable for conducting business and as such, remote employees are expected to provide a secure, distraction-free home-based worksite with reliable high speed internet connectivity. The employee will be required to travel to the closest VA Medical Center or VA Outpatient Clinic for issuance of equipment, and as needed for technical support. Selectees will be required to self-certify that their remote workplace meets all safety, privacy, and internet speed requirements. Position Description/PD#: Management and Program Analyst/PD798860 Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): Not Authorized PCS Appraised Value Offer (AVO): Not Authorized This is not a bargaining unit position.

What we are looking for

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 10/13/2026. 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-12 position you must have served 52 weeks at the GS-11. 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 as described below: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade (GS-11) 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: Conducting studies such as High Reliability Organization analyses, lean management reviews, workflow/process assessments, and change management initiatives Providing consultative support to leadership and program staff on procedural development, operational policies, and directives Designing and managing internal communication structures and information systems (e.g., SharePoint, Teams Channels) Analyzing program workflows, resource allocation, and operational processes, to identify inefficiency and prepare recommendations for improvement grounded in quantitative and qualitative data Leading and coordinating program activities across multiple operational lines within a high-volume service environment, ensuring alignment with established standard operating procedures, program policies, and organizational priorities. Eligible and qualified applicants on a certificate provided to the hiring manager will be rated on the following Competencies for this position: Change Management Communication Planning and Evaluating Organizational Awareness 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/.

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