Program Analyst

Summary The primary purpose of this position is to conduct program and data analysis for Member Services (MS) and Veteran Transportation Service (VTS), identify performance and compliance issues, recommend, support, and monitor corrective actions through established processes and training. Responsibilities The duties below are for the GS-09. Duties include but are not limited to: Program evaluation and process improvement: Plans and conducts assigned analytical studies of Member Services and Veterans Transportation Service programs, such as enrollment processing, registration accuracy, beneficiary travel workflows, special mode transportation (SMT) consult handling, and VTS routing and utilization, to assess efficiency, effectiveness, and alignment with regulatory requirements and local policy. Uses established methodologies such as process mapping, root-cause analysis, workflow reviews, and workload/time-motion assessments to identify bottlenecks, duplication, error sources, and variation in local processes, including work performed at associated outpatient locations. Develops options and recommendations for improvements to workflows, internal controls, role responsibilities, and supporting tools. Prepares issue papers, decision memoranda, briefings, and implementation-support materials for MS/VTS leadership review. Performance measurement and data analysis: Maintains and updates established performance measures, reports, and dashboards for key MS/VTS functions, including application timeliness, registration error rates, eligibility decision accuracy, beneficiary travel processing times, SMT and VTS utilization, and no-show and cancellation patterns, to support management oversight. Extracts, validates, and compiles data from established MS/VTS information systems and reporting tools, such as VistA, VES, BTSSS, VetRide, CPRS-based tools, and reporting platforms, to produce recurring and ad hoc analytic reports and visualizations for leadership. Applies established quantitative techniques, including trend and variance analysis, basic statistical methods, and comparisons by site, clinic, provider, or population, to identify emerging issues, differences in performance, and opportunities for local improvement Compliance review and program oversight: Conducts assigned review activities addressing areas such as eligibility determinations, enrollment and registration data integrity, beneficiary travel and SMT decisions, documentation sufficiency, and compliance with CFR, VHA directives, and local policy. Conducts sampling and analytic reviews of records using established criteria to identify error rates, potential compliance concerns, and recurring procedural issues; documents findings and prepares suggested procedural or training actions for supervisory review. Tracks assigned corrective action plans resulting from audits and reviews and prepares follow-up analyses to determine whether identified deficiencies have been addressed and whether control improvements are effective and sustainable. Implementation support and training coordination: Assist in translating approved analytic findings and policy changes into updated standard operating procedures, standard work documents, desk guides, checklists, and reference tools for MS/VTS staff. Collaborates with supervisors, education staff, and subject matter experts to identify training needs arising from audits and performance data and recommends training content or approaches to address identified gaps in knowledge, skills, or processes. Assists with the development and delivery of targeted training or briefings (in-person and virtual) to explain new processes, clarify expectations, and reinforce compliance requirements and standard work. Coordination, reporting, and related duties: Participates in MS, VTS, and cross-service meetings and workgroups as a program analysis resource, presenting data, review results, and proposed improvement recommendations, and providing analytic input to discussions. Provides analytic input for supervisory or management consideration in the drafting or revision of local policies, SOPs, and memoranda that govern eligibility, enrollment, beneficiary travel, SMT, and related MS/VTS operations. Prepares status reports, summaries, and responses to information requests from facility leadership, VISN, or other oversight bodies regarding MS/VTS performance and compliance, consistent with established reporting requirements. Other duties as assigned Promotion Potential: The selectee may be promoted to the full performance level without further competition when all regulatory, qualification, and performance requirements are met. Selection at a lower grade level does not guarantee promotion to the full performance level. Work Schedule: M-F 8:00 am - 4:30 pm or as determined by the supervisor Compressed/Flexible: This may be authorized at the supervisor's discretion Telework: Not eligible for Telework Virtual: This is not a virtual position. Position Description/PD#: Program Analyst/ GS-07 03484O, GS-09 03485O Requirements Conditions of Employment You must be a U.S. Citizen to apply for this job To be considered for this position, you must complete all required steps in the process. In addition to the application and questionnaire, this position requires an online assessment. The online assessment measures critical general competencies required to perform the job. All applicants tentatively selected for VA employment in a testing designated position are subject to urinalysis to screen for illegal drug use prior to appointment. Applicants who refuse to be tested will be denied employment with VA. Selective Service Registration is required for males born after 12/31/1959 Physical Requirements: The work is primarily sedentary, requiring extended periods at a computer or in meetings. Some walking, standing, and carrying of materials is required within the medical center. Traveling to CBOCs and other VAPAHCS locations may be required to conduct on-site studies, data collection, and training. Subject to background/security investigation 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. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP) As a condition of employment for accepting this position, you will be required to serve a 1-year probationary period or 2-year trial 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, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest. Qualifications To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 10/14/2026. Time-In-Grade Requirement: Applicants who are current Federal employees and have held a GS grade at any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement. For a GS-07 position, you must have served 52 weeks at the GS-05. 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 and/or education as described below: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-05 for the GS-07 and GS-07 for the GS-09 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Serving as a liaison between internal program offices and external stakeholders to exchange information, coordinate activities, and resolve routine issues. Collecting, consolidating, and communicating stakeholder input, program requirements, concerns, and action items. Preparing clear written correspondence, reports, meeting summaries, briefings, or other communication materials for a variety of audiences. Coordinating meetings, workgroups, outreach activities, or program-related events; documenting decisions, commitments, and follow-up actions. Tracking stakeholder requests, program issues, deadlines, and deliverables; providing timely status updates to leadership and stakeholders. Applying organizational policies, procedures, and guidance when responding to inquiries or communicating program information. Identifying communication gaps or recurring stakeholder concerns and recommending improvements to processes, materials, or coordination methods. Maintaining accurate records, contact lists, correspondence files, and tracking systems that support stakeholder engagement and program operations. . OR Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level, you must have: GS-07 - 1 full year of graduate-level education or superior academic achievement. GS-09 - Master's or equivalent graduate degree or 2 full years of progressively higher level graduate education leading to such a degree or LL.B. or J.D., if related OR, Combination: Applicants may also combine education and experience to qualify at this level. You must have a combination of specialized experience and education beyond successful completion of post-high school education, and experience may be used to meet total qualification requirements for the grade levels specified. 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/. Education A transcript must be submitted with your application if you are basing all or part of your qualifications on education. 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/. Additional Information Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act. Reasonable Accommodation (RA) Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application. Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments, based on your adjudication decision. You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency-Based Assessments if you received the link after the close of the announcement. To determine if you need a RA, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments. Receiving Service Credit for Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6, or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. VA may offer newly appointed Federal employees credit for their job-related non-federal experience or active duty uniformed military service. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed. This job opportunity announcement may be used to fill additional vacancies. The Interagency Career Transition Assistance Plan (ICTAP) and Career Transition Assistance Plan (CTAP) provide eligible displaced VA competitive service employees with selection priority over other candidates for competitive service vacancies. To be qualified, you must submit appropriate documentation (a copy of the agency notice, your most recent performance rating, and your most recent SF-50 noting current position, grade level, and duty location) and be found well-qualified for this vacancy. To be well-qualified: applicants must possess experience that exceeds the minimum qualifications of the position, including all selective factors, and be proficient in most of the required competencies of the job. Information about ICTAP and CTAP eligibility is on OPM's Career Transition Resources website at http://www.opm.gov/policy-data-oversight/workforce-restructuring/employee-guide-to-career-transition/.