Program Support Assistant

Summary

This position is located in Veteran Services within the Health Administration Service (HAS) at the St. Cloud VA Health Care System. The primary purpose of the position is to provide frontline information services - telephone switchboard operations - and administrative support that facilitate access to care - safe patient movement - accurate communication flow - and compliance with regulatory requirements.

Qualifications

To qualify for this position - applicants must meet all requirements by the closing date of this announcement - 05/21/2026. You may qualify based on your experience and/or education as described below: Specialized Experience: Not required for the grade level of this position. General Experience GS-04: You must have one (1) year (52 weeks) of general experience with duties related to the position. General experience is progressively responsible clerical - office - or other work that indicates ability to acquire the particular knowledge and skills needed to perform the duties of the position to be filled. Examples of general experience would typically include - but are not limited to: familiarity with using locater tools - facility maps - and Veterans Health Information Systems and Technology (VistA); communication skills and ability to interact with others; awareness of Health Insurance Portability and Accountability Act (HIPAA) - Privacy Act - and Veteran Affairs (VA) information security requirements. OR - Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have two (2) years of education above High School. (TRANSCRIPTS REQUIRED). OR - Combination: Applicants may also combine education and experience to qualify at this level. You must have equivalent combinations of general experience and successfully completed post-high school education. (TRANSCRIPTS REQUIRED). 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/. Physical Requirements/Demands: Primarily sedentary with periods of walking - standing - reaching - pushing wheelchairs - carrying folders - and cleaning wheelchairs. Working Conditions/Environment: Works in the facility's main entrance area and nearby reception or office spaces - with frequent contact with individuals who may be confused - distressed - or experiencing mobility limitations. The environment includes routine noise and activity associated with public areas and periods of high foot traffic. The incumbent may encounter emotionally upset or uncooperative individuals and must follow established procedures to ensure safe interactions. Outdoor weather conditions may affect the work area briefly when assisting patients near entrances. Safety precautions are required for wheelchair movement and emergency communication tasks.

Duties

• Major duties include - but not limited to: Information Desk and Visitor Reception: Serve as the first point of contact for Veterans - visitors - and staff entering the facility
• Direct individuals to the correct service line location - clinic - or office using facility maps and/or appointment information systems
• Contacts the courtesy shuttle when transportation assistance is requested
• Resolves simple concerns directly and refers complex issues to Patient Advocates
• Telephone Operator and Communications Support: Operates the facility switchboard by answering calls - determining caller needs - and routing calls to the proper extension
• Responsible for handling local - long-distance - and collect calls and responds to non-standard routing requests
• Communicates professionally with a variety of callers
• Administrative and Veteran Service Support: Conducts Veteran Health Identification Card (VHIC) identity proofing
• Responsible for managing the Lost and Found program for the facility
• Monitors the weather alert radio and issues weather announcements
• Responsible for making over-head announcements using the public address and paging system
• Orders routine supplies - assembles packets - and performs routine clerical tasks
• Performs other duties as assigned
• Work Schedule: Monday thru Friday - 8:00a.m
• - 4:30p.m
• Compressed/Flexible: Not Authorized Telework: Not Authorized Virtual: This is not a virtual position
• Position Description/PD#: Program Support Assistant/PD90379-A and PD656-90379A Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): Not Approved The VA Midwest Health Care Network advocates for a Whole Health System of care in each of the Medical Centers
• This is an approach to healthcare that empowers and equips people to take charge of their health and well-being and live their lives to the fullest
• As an employee operating in a Whole Health System of care - you will operate in a model with three core elements - seeking to create a personalized health plan for each Veteran
• This is done in the context of healing relationships and healing environments and a connection back to the Veteran's community
• This aligns with the Veterans Health Administration (VHA) Mission Statement to Honor America's Veterans by providing exceptional health care that improves their health and well-being.