The employee will serve as the Supervisory Social Science Specialist (Crisis Responder), located in the Clinical Operations Department, Veteran's Crisis Line (VCL), Veteran's Affair (VA). 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 and responsibilities of this position include, but are not limited to, the following: Resolves work problems presented by staff and recommends or implements methods to improve production/quality of work in the unit. Provides subordinates with performance requirements and expectations. Tracks and evaluate progress providing feedback to the Crisis Responder.
Makes recommendations for employee promotions or reassignments; approving leave requests; addressing leave issues; and taking disciplinary action in accordance with established policy. Assigns work to be accomplished by subordinates. Assists in the development and implementation of policies and procedures to ensure efficient and safe operation of the VCL.
Ensures policies, training, and clinical procedures of the VCL are up to date and consistent with crisis intervention practice, clinical practice, and effective coordination of care. Completes structured diagnostic which require knowledge of medical terminology, diagnostic categories and medical record reviews. Works collaboratively with other members of VCL to identify appropriate services to patients in crisis.
Communicate business goals, procedures, and quality standards and provides leadership with guidance regarding training, policy development, and data analysis. Coordinates with team members to initiate emergency services or create facility transportation plans as appropriate. Performs difficult and complicated reviews and analysis of complex issues, ambiguous situations, and ethical conflicts.
Supervisory Crisis Responder must be able to pass their Interrater Reliability (IRR) Training course. The Veterans Crisis Line (VCL) is aware of the inherent risks involved in managing callers who frequently contact VCL and may exhibit inappropriate or abusive behaviors. Crisis Responders are expected to manage stressful interactions with callers that may include inappropriate language, harassing remarks, abusive statements and direct threats.
If selected for the position, applicants will be expected to provide Crisis Responders with the necessary supervisory support and guidance to assist them with maintaining a high level of professionalism and emotional resilience while working in an environment where they may regularly encounter customers who exhibit the aforementioned language and behaviors.
VCL utilizes standard operating procedures and best practices /interventions to identify patterns of abusive behavior to ensure the well-being and safety of the customer and VCL staff through supportive measures. 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 Work Schedule: Not available Remote: This is a remote position. Selectees will work 100% of the time in a non-VA-owned space that may be within or outside the commuting area of the agency. 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. Functional Statement #: 07745A Relocation/Recruitment Incentives: Not authorized. Permanent Change of Station (PCS): Not authorized. Financial Disclosure Report: Not required.
This is not a bargaining unit position.
Transcript Reminder: A transcript must be submitted with your application if you are basing all or part of your qualifications on education. Transcripts must depict the name of the college to determine accreditation, and your name must also be displayed on the transcripts. If qualifying based on a degree, or for positions requiring a degree, the transcript must show the date the degree was conferred. If selected, you must provide official transcripts.
Transcripts should state degree conferred and have a date. Copies of official transcripts are accepted and are the best way to ensure your education is interpreted correctly in accordance with OPM qualification standards. Unofficial transcripts are accepted if they contain all the required information. 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/. Foreign education may not be used for this HT38 position.
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 2026-10-26.
This position is open under the 'Fed Internal Search' hiring path.
Source: USAJOBS.gov — U.S. Federal Government · Retrieved 2026-10-22 · Not affiliated with or endorsed by OPM or USAJOBS.gov
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