The employee will serve as the Program Analyst, located in the Business Operations Department, Veterans Crisis Line (VCL), Veterans 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.

Responsibilities

Major duties include but are not limited to:

• Provides analytical advice on matters relating to people, process, and technology, analyzing, assessing, and providing recommendations for improving or simplifying office-wide knowledge and business processes.
• Advises management officials in the decision-making process with the goal of optimizing scarce resources given the demands of meeting customer requirements, reducing rework, determining operational capacity, and increasing quality.
• Promotes knowledge (both tacit and explicit) as assets to the organization; integrates change management programs, and business transformation to assist in moving the office toward a knowledge-centric culture.
• Works with data team to gather information and translate into business processes for VCL divisions.
• Keeps management, and organization heads and employees informed of issues, trends, and developments in the areas of Lean Six Sigma and Continuous Process Improvement (CPI) and knowledge of technology solutions (such as databases, collaboration platforms, and analytical tools).
• Translate business requirements to technical solutions to allow for rapid, proactive development of strategies and plans for adoption of ideas and best practices.
• Serves as a consultant, analyst, and facilitator regarding the development and implementation of communications and change management framework for VCL issues surrounding the Agency- wide change management program.
• Provides technical advice/direction in change management to substantiate a business case for selected projects.
• Works with senior specialists in developing change management program plans.
• Evaluates proposals submitted by management to determine the appropriate change management approach.
• Facilitate process improvement meetings among stakeholders.
• Recognizes potential improvement opportunities and advises management of these opportunities.
• Analyzes communication and change management work products and plans for internal consistency, standardization, integration, quality assurance, and compliance with the applicable system review, architectural products, and governance-related plans, policy, procedures, specifications, and standards.
• Develops, implements, reviews, and improves change management and survey management- related communication and plans, policy, procedures and planning processes.
• Works with the project management team in planning, coordinating, evaluating, and reviewing all phases of project control including the interpretation of and compliance with criteria, regulations, policies, and procedures, design and authorization and directives, availability and proper application of funds, and coordination of changes and additions on assigned projects.
• Reviews studies of incoming projects to ensure projects are properly planned, scheduled, and executed in relation to entire program activities.
• Keeps currently informed on various phases of planning and execution.
• Drafts memos, documents, presentations for a wide variety of stakeholders. Assesses and makes adjustments based on level of leadership, and material/topics presented.

Work Schedule: Tour of Duty is typically Administrative Hours. Tour is subject to change based on program needs.
Compressed/Flexible Work Schedule: May be authorized upon supervisor approval after training per Agency policy.
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#: Program Analyst/PD20925A
Relocation/Recruitment Incentives: Not Authorized.
Critical Skills Incentive (CSI): Not Approved.
Permanent Change of Station (PCS): Not required.
Financial Disclosure Report: Not required.
This is not a bargaining unit position.

Education Requirements

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/.

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 03/06/2026.

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 level position you must have served 52 weeks at the GS-11 level. 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 2/3 of the following examples of specialized experience:
  • Conduct projects or studies to evaluate and recommend improvements in the efficiency and effectiveness of programs and management processes in a call center environment;
  • Measure and improve change management efforts using comprehensive analytic methods and evaluation criteria;
  • Provide clear, concise, and data driven projects status updates to executive leadership and key stakeholders.

Eligible and qualified applicants on a certificate provided to the hiring manager will be rated on the following Competencies for this position:

• Analysis and Problem Solving
• Technology Awareness
• Change Management
• Requirements Analysis
• 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/.