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.
There is no educational substitution at this grade level. Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/.
If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.
VHANationalRecruitmentCenter@va.gov · (844)456-5208
This position is with Veterans Health Administration, Department of Veterans Affairs.
The posted pay range is $89508 – $145468/yr.
Yes, this position is fully remote.
This position requires a Other security clearance.
Applications close on 2026-10-13.
This position is open under the 'Fed Transition' hiring path.
Source: USAJOBS.gov — U.S. Federal Government
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