Training Specialist

To qualify for this position, applicants must meet time-in-grade, specialized experience and education requirements within 30 days of the closing date of this announcement, 04/29/2026. 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 within 30 days of the closing date of this announcement. For a GS-9 position you must have served 52 weeks at the GS-7. For a GS-11 position you must have served 52 weeks at the GS-9. 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. Individual Occupational Requirement: The 1712 Training Instruction series requires specific education or experience to be met in order to be appointed into a position of this series. All applicants must meet one of the Individual Occupational Requirements listed below in addition to the grade specific requirements. Applicants may qualify based on their experience and/or education as described below. Education: A bachelor's or graduate/higher level degree in a subject area related to the position to be filled. (Transcripts required) OR, Specialized Experience: Have at least one (1) year of Specialized Experience that equipped them with the particular knowledge, skills, and abilities to perform successfully the duties of the position, and that is typically in or related to the work of the position to be filled. Experience must demonstrate a practical knowledge of the subject area of the position and of the methods and techniques of instruction. Examples of qualifying specialized experience include: Teaching or instructing in an adult education program, secondary school, college, military installation, or industrial establishment in the appropriate field(s). Supervising or administering a training program. Development or review of training/course materials, aids, devices, etc., and evaluation of training results. Work in the occupation or subject-matter field of the position to be filled that required training or instructing others on a regular basis. In addition to the Individual Occupational requirement above, applicants must have education/specialized experience equivalent to at least the next lower grade in the normal line of progression for the occupation in the organization. You may qualify based on your specialized experience and/or education as described below: GS-9 Requirements Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-7 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Coordinating with internal/external sources to locate and pool resources and talents to meet common training needs. Advising supervisors and employees of available training courses. Advising supervisors and employees concerning regulations and procedures for training in government and non-government facilities. Arranging for training in accordance with the established and approved plan. Providing information for available training, arranging for instruction in accordance with the established and approved plan, compiling and preparing reports and helps facilitate courses for the facility. Maintaining a library of course catalogs and course announcements. Maintaining inventory of course materials, initiates ordering of training materials as needed. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have a 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., with a major course of study in Education or a subject area related to this position. (TRANSCRIPTS REQUIRED). OR, Combination: Applicants may also combine education and experience to qualify at this level. You must have an combination of specialized experience and graduate education beyond the first 18 semester hours or 27 quarter hours i.e., beyond the first year is creditable toward meeting the specialized experience requirement. (TRANSCRIPTS REQUIRED). GS-11 Requirements: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-9 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Developing programs and activities which use the latest technology to deliver training. Advising management on all aspects of staff education, training and development including supervisory and management training ensuring that identified organization training needs are met. Providing technical advice and support to all levels of management in determining employee training needs, providing training sources, designing action plans, and evaluating results. Participating in VACO mandated trainings including train-the-trainer opportunities with responsibility of coordinating facility-wide roll outs to include promotion, facilitation and tracking of participation. Continually reviewing and implementing programmatic changes based upon VA's published policies on staff and organizational development and as necessary assists with developing new local policies to ensure compliance with Federal regulations and to best practices in staff and organizational development and training. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have a Ph.D. or equivalent doctoral degree or 3 full years of progressively higher graduate education leading to such a degree or LL.M. with a major study in education or a subject area related to this position to being filled. (TRANSCRIPTS REQUIRED) 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 the first two years of graduate education with a major study in education or a subject area related to this position to being filled. The first 2 years of graduate study (36 credit hours) are not qualifying. (TRANSCRIPTS REQUIRED) NOTE: Experience must be fully documented on your resume and must include job title, duties, month & year starting and ending dates AND hours worked per week. Preferred Experience: Experience working in a Clinical Contact Center (CCC) environment, including exposure to call center operations, patient scheduling workflows, eligibility/enrollment processes, and customer service support. Proficiency with VA systems used within VA Health Connect (e.g., VistA, CPRS, ISS, CRM/Oracle platforms, Genesys, Cerner, TMS) or related scheduling and reporting applications. 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/. The incumbent serves as the Training Specialist for VISN 20 Clinical Contact Center (V20 CCC) Business Operations employees. The primary responsibility of the incumbent is the development and implementation and maintenance of the ongoing training programs for employees within the V20 CCC Business Operations section, to include equipment and process training as well as all mandatory training required by national and the VISN.

• Duties include but not limited to: 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. The Training Specialist works as a member of VA Health Connect Service to develop, maintain and administer training programs for the staff of V20 CCC Business Operations. In this capacity, the incumbent coordinates orientation activities for new employees to V20 CCC Business Operations and prepares materials to acquaint new employees with the organization's mission, structure, history, objectives, and policies. They facilitate development and maintenance of standard operating procedures for all positions within VA Health Connect. Additionally, the incumbent develops and modifies courses, sets training priorities, researches and creates new or alternative training sources for VA Health Connect workforce. Develops and updates courses (including web-based) policies, guidelines, instructional methods, materials, for VA Health Connect training programs and provides instructions regarding on-line training methods. Incumbent also prepares operating level policies on staff development issues. Develops training programs to ensure that quality provisions are planned, developed, and implemented to identify, prevent, and correct unsatisfactory conditions and elements which influence the regulatory correctness and responsiveness of V20 CCC Business Operations staff. Incumbent works with supervisors and PSAs to develop data capture and electronic reporting procedures to track progress of quality program management initiatives. Training Specialist analyzes segments of business process or transaction, and identifies indicators, progress measures, objectives, and emphasize areas for action for improvement. The incumbent develops, reviews, analyzes, implements, conducts and evaluates training courses and programs related to VA Health Connect areas such as Patient Aligned Care Team (PACT), Non-VA Care, Contact Center Operations and Administration, Health Benefits and Enrollment, the VISN, Pharmacy, Specialty Care, as well as training on new directives and processes that interrelate within VA Health Connect sections/units. They assess training program quality and effectiveness for continuous improvement. Investigates and analyzes adverse quality trends or conditions and initiates corrective action. Consults with technical experts in each program area to examine and analyze unusual or problem situations indicated by changes in program quality indicators. Designs studies, training programs, and organizational strategies for identifying opportunities to improve customer service and process quality. Work Schedule: Monday - Friday, 7:30am - 4:00pm, PST Virtual: This is a virtual position. Position Description/PD#: Training Specialist/PD103850 and PD103840 Relocation/Recruitment Incentives: Not Authorized