Supervisory Program Support Assistant (Ambassador Service Supervisor)

The Supervisory Program Support Assistant (Ambassador Service Supervisor) serves serves as the program coordinator and is administratively responsible for and has oversight of the Lead Program Support Assistants (Ambassadors), Program Support Assistants (Ambassadors), patient transport, concierge services, and wheelchair/transport chair management at TVHS VEO Ambassador Service staffed sites. The position is located in the Veteran Experience Office under the Assistant Director TVHS. To qualify for this position, applicants must meet all requirements by the closing date of this announcement. GS-07 grade level: One year of specialized experience (equivalent to the GS-06 grade level in the federal service); experience that equipped the applicant with the particular knowledge, skills and abilities (KSA's) and other characteristics to perform successfully the duties of the position, and that is typically in or related to the work of the position to be filled, in the normal line of progression for the occupation in the organization. Specialized experience will have been performed in a healthcare setting and includes: the development of polices and procedures for program operation. Management of patients' considerable non-clinical needs to improve their hospital experience by proactively helping patients navigate, physically and experientially, the complex array of services and physical layout of the Healthcare System. Review work to assess quality and quantity of work produced by each employee, formulates written procedures and performance standards, reviews work in progress to ascertain problem areas and takes corrective action as necessary. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. VA Tennessee Valley Healthcare System (TVHS) is an integrated tertiary health care system comprised of two hospitals, the Alvin C. York VA Medical Center in Murfreesboro and the Nashville VA Medical Center, as well as 21 outpatient clinics located in middle Tennessee and southern Kentucky. TVHS provides ambulatory care, primary care, and secondary care in acute medicine and surgery, specialized tertiary care, transplant services, spinal cord injury outpatient care, and a full range of extended care and mental health services. More than 146,000 Veterans in middle Tennessee, southern Kentucky, and northern Georgia trust VA TVHS for their health care needs. TVHS is the seventh largest VA medical center system in the nation serving roughly 75 counties with robust research and development, health care innovation, and more. Middle Tennessee offers an abundance of entertainment such as historic music venues, NFL Titans and NHL Predators, recreational activities, and natural sceneries ideal for any individual. Additionally, Tennessee does not have state taxes making the area more attractive to high-quality candidates. The Supervisory Program Support Assistant (Ambassador Service Supervisor) plans, organizes, and oversees the activities of the Ambassador Services Program. Responsible for developing, implementing, coordinating, and evaluating a comprehensive Ambassador Services Program for all Veteran enrollees. The Supervisory Program Support Assistant is responsible for oversight of the Ambassador Services Program which requires development of policies and procedures for program operation. Administers information and uses analytical systems to evaluate and enhance the quality of services provided to Veterans accessing care throughout the Healthcare System. Duties and responsibilities of the Supervisory Program Support Assistant include but are not limited to: · Oversees the Ambassador Service Program by ensuring work assignments in the area are carried out and assesses the quality and quantity of the work produced by each employee. · Provides a channel through which patients and visitors can seek assistance to meet unresolved needs, then works with staff to optimize the veteran's and family experience. Improving the Veteran experience by managing non-clinical needs by proactively assisting with physical and experientially navigation of the complex array of services and layout of the health care system. · Ensures the Veteran and family members needs are met from the time of arrival at the healthcare facility to the departure of the grounds, including, coordinating parking lot shuttle rides, patient transportation, patient escort through the facility, visitor greeting, wayfinding and problem resolution. · Leads efforts to build, sustain and implement Ambassador services best practices by providing technical and administrative supervision to Program Support Assistants (Ambassadors), by directing, coordinating and overseeing work. · Prepares the plans for work to be accomplished by subordinates such as: set short/long term priorities, prepares schedules, approves leave requests and provides required training. · Creates a positive environment of a group of people working together to encourage trust. collaborate , and be committed to other team members to achieve the common goal of providing outstanding customer service to our Veterans and family members. · Responsible for assessing performance of subordinate staff . Work Schedule: 8:00am - 4:30pm Monday - Friday; Subject to change depending on agency needs. Virtual: This is not a virtual position. Position Description/PD#: Program Support Assistant Ambassador Supervisory Relocation/Recruitment Incentives: Not Authorized. Critical Skills Incentive (CSI): Not Approved. Financial Disclosure Report: Not required Conditions of Employment You must be a U.S. citizen to apply for this job Subject to a background/suitability investigation Selective Service Registration is required for males born after 12/31/1959 A complete application package; Resume, Transcripts, etc. is required Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment. Upon completion of your probationary period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest. As a condition of employment for accepting this position, you will be required to serve a 1-year probationary period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider: your performance and conduct; the needs and interests of the agency; whether your continued employment would advance organizational goals of the agency or the Government; and whether your continued employment would advance the efficiency of the Federal service Upon completion of your probationary period or trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest. Education There is no educational substitution for the GS-07 level.