Program Support Assistant

Internal Revenue Service
$40,332.00 - $58,445.00 / yr
United States, North Carolina, Asheville
Jan 07, 2025
Duties The Veteran Services Program Support Assistant (PSA) serves as the primary CPAC contact for the Veteran, Veteran representative, or advocate regarding all aspects of VA 1st party copayment debt within the VA system. The PSA explains VA financial programs, VA regulatory requirements, and available debt management options. This process includes conducting interviews to ascertain current financial concerns and limitations and identifying issues and barriers of understanding in navigating VA financial policy. The PSA gathers relevant documents and data from multiple VHA and VBA systems (when necessary) and completes adjustments to Veteran copayment accounts as needed to resolve Veteran requests for debt relief and assistance. The PSA provides assistance and guidance to Veteran customers with the following internal and external agencies: VA Debt Management Center (DMC), Internal Revenue Service (IRS), Treasury Offset Program (TOP), the Treasury Cross Servicing Program (CS), Congressional and White House communication teams, and multiple Veteran Services Organizations (VSO). The PSA performs account reconciliation of first party bills needing remedy action such as 1st party copayment refunds for retroactive exemptions as well as credit balance refunds (pre-payments), 1st party bill balance adjustments due to receipt of corresponding 3rd party payments (claims-matching)audit reviews and bill reconciliation actions related to retroactive copayment exemption decisions from VBA (DMC validity and rated eligibility), and the detailed auditing and reporting of Veteran patient copayment accounts requests received from Veteran, stakeholder, and/or other external entities. 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: Monday through Friday, 8:00am to 4:30pm Compressed/Flexible: May be available, pending organizational needs Telework: VA supports the use of telework as a way to help attract and retain talented individuals in public service, increase worker productivity, and better prepare the agency to operate during emergencies. This position may be authorized for telework. Telework eligibility will be discussed during the interview process. Virtual: This is not a virtual position. Position Description/PD#: Program Support Assistant/PD73256A and PD53003A Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized 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. Selective Service Registration is required for males born after 12/31/1959 Physical Requirements: The work is primarily sedentary with long periods of sitting at a desk, working with computers daily. Some work may require walking in offices and similar areas for meetings. The work required does not inherently include any physical requirements essential for successful job performance that could not otherwise be performed with accommodation or workplace adjustment. A pre-placement physical examination is not required. You may be required to serve a probationary period Subject to background/security investigation Selected applicants will be required to complete an online onboarding process Qualifications To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 01/17/2025. You may qualify based on your experience and/or education as described below: For GS-05 Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-04 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: 1) Gathers relevant documents and data from multiple systems (when necessary) and completes adjustments to customer co-payment accounts as needed to resolve customer requests for debt relief and assistance. 2) Provides timely, accurate and complete responses to customer inquiries from the Health Resource Center using a variety of communication methods including telephone and written correspondence. 3) Conducts follow-up contact with customers through telephonic, electronic or written media to ensure all services provided were proficiently provided and appropriate. 4) Receives, reviews, and routes correspondence and/or prepares responses to customer requests as appropriate. 5) Provides customer service which meets the needs of customers while supporting the mission within the specified guidelines. Note: Evidence of specialized experience must be supported by detailed documentation of duties performed in positions held on your resume. You must provide work experience information such as hours per week, salary, and starting/ending dates of employment (month and year format) to establish you have one (1) full year of Specialized Experience at or comparable to the required grade level. OR, GS-05 Education: Applicants may substitute education for the experience required for the GS-05 level. (TRANSCRIPTS REQUIRED) Do you possess four years of education above the high school level in any field for which high school graduation or the equivalent is the normal prerequisite? This education must have been obtained in an accredited business, secretarial or technical school, junior college, college or university. One year of full-time academic study is defined as 30 semester hours, 45 quarter hours, or the equivalent in a college or university, or at least 20 hours of classroom instruction per week for approximately 36 weeks in a business, secretarial, or technical school. OR, GS-05 Combination of Education and Experience (TRANSCRIPTS REQUIED): Do you possess a combination of successfully completed education and experience to meet the total experience requirements. (i.e. 6 months of specialized experience and 3 years of education above the high school level)? *NOTE:* Only education beyond the second year can be used in combination with specialized experience to qualify for this grade. For GS-6 Specialized Experience: Do you possess at least one (1) full year of specialized experience, which equips you with the particular knowledge, skills, and abilities to perform successfully the duties of the Program Support Assistant, GS-6 position, and that is typically in or related to the work of the position to be filled. To be creditable, this specialized experience must have been equivalent to the GS-5 level in Federal service to qualify at the GS-6.Examples of specialized experience include: 1) Gathers relevant documents and data from multiple systems (when necessary) and completes adjustments to customer co-payment accounts as needed to resolve customer requests for debt relief and assistance. 2) Provides timely, accurate and complete responses to customer inquiries from the Health Resource Center using a variety of communication methods including telephone and written correspondence. 3) Conducts follow-up contact with customers through telephonic, electronic or written media to ensure all services provided were proficiently provided and appropriate. 4) Receives, reviews, and routes correspondence and/or prepares responses to customer requests as appropriate. 5) Provides customer service which meets the needs of customers while supporting the mission within the specified guidelines. 6) Explains financial programs, regulatory requirements and available debt management options. 7) Reviews each case, analyzes pertinent Policy, Federal Laws and Regulations, and determines the appropriate action necessary to complete or further move the query to resolution. Note: Evidence of specialized experience must be supported by detailed documentation of duties performed in positions held on your resume. You must provide work experience information such as hours per week, salary, and starting/ending dates of employment (month and year format) to establish you have one (1) full year of Specialized Experience at or comparable to the required grade level. Education: Education is not creditable above GS-5 grade level. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at . Education For GS-05 A transcript must be submitted with your application if you are basing all or part of your qualifications on education. For GS-06: 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: . 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: . 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 at ." Receiving Service Credit or 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 employee's 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. If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement. 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 who are 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 . A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. . Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered. Required Documents To apply for this position, you must provide a complete Application Package which includes: Resume Other accepted documents: Cover Letter DD-214/ Statement of Service Disability Letter (Schedule A) Disability Letter (VA) Other (1) Performance Appraisal Resume Separation Notice (RIF) SF-15 SF-50/ Notification of Personnel Action Transcript Please review the above list(s) to ensure you have included all necessary documents required for your application. Not every applicant will require the same documents, therefore it is the applicants responsibility to ensure that their application package includes all necessary documents to determine qualifications and eligibility for appointment, such as a copy of your SF-50, transcript, ICTAP/CTAP documentation (for displaced Federal employees). Applicants will be deemed ineligible if supporting documentation is not submitted. You will not be contacted for additional information. Veterans' Preference: Since the Direct-Hire Recruitment Authority is being used, traditional Veterans' Preference rules do not apply. Qualified veterans will, however, be given full consideration for this position. It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment. Special Employment Consideration: VA encourages persons with disabilities to apply, including those eligible for hiring under 5 CFR 213.3102(u), Schedule A, Appointment of persons with disabilities [i.e., intellectual disabilities, severe physical disabilities, or psychiatric disabilities], and/or Disabled veterans with a compensable service-connected disability of 30% or more. Contact the Agency Contact for information on how to apply under this appointment authority via the Selective Placement Coordinator. If you are relying on your education to meet qualification requirements: Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from . Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating. How to Apply Please read the entire announcement and all the instructions before you begin an application. To apply for this position, you must complete the initial online application, to include the initial online questionnaire and submission of the required documentation specified in the How to Apply and Required Documents section. The complete application package must be submitted by 11:59 PM (ET) on the closing date of the announcement to receive consideration. To preview the application questionnaire, click . The application process is as follows: To begin, click Apply Online to create a USA JOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents. Answer the questions presented in the application and attach all necessary supporting documentation. Click the Submit Application button prior to 11:59 PM (ET) on the announcement closing date, 01/17/2025. NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date. If you are required to complete any USA Hire Assessments, you will be notified after submitting your application. The notification will be provided in your application submission screen and via email. The notification will include your unique assessment access link to the USA Hire system and the completion deadline. Additionally, in USAJOBS you can click "Track this application" to return to your assessment completion notice. Access USA Hire using your unique assessment link. Access is granted through your USAJOBS login credentials. Review all instructions prior to beginning your assessments. You will have the opportunity to request a testing accommodation before beginning the assessments should you have a disability covered under the Rehabilitation Act of 1973 as amended. Set aside at least 3 hours to take the USA Hire Assessments; however, most applicants complete the assessments in less time. If you need to stop the assessments and continue later, you can re-use your unique assessment link. NOTE: Your responses to the USA Hire Assessments will be reused for one year (in most cases) from the date you complete an assessment. If future applications you submit require completion of the same assessments, your responses will be automatically reused. For more general information, system requirements, reasonable accommodation information, and to request assistance regarding the USA Hire Assessments, review the following resources: To update your application, including supporting documentation: During the announcement open period, return to your USAJOBS account, find your application record, and click Edit my application. This option will no longer be available once the announcement has closed. To view the announcement status or your application status: . Your application status page is where you can view your application status, USA Hire assessment completion status, and review your notifications sent by the hiring agency regarding your application. 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 here: Placement Policy: The posting of this announcement does not obligate management to fill a vacancy or vacancies by promotion. The position may be filled by reassignment, change to lower grade, transfer, appointment, or reinstatement. Management may use any one or any combination of these methods to fill the position. It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment. Agency contact information VHA National Recruitment Center Phone Email Address Mid-Atlantic Consolidated Patients Accounts Center 128 Bingham Rd. Suite #500 Asheville, NC 28806 US Next steps Once your online application is submitted you will receive a confirmation notification by email. After we receive application packages (including all required assessments and documents) and the vacancy announcement closes, we will review applications to ensure qualification and eligibility requirements are met. After the review is complete, a referral certificate(s) is issued, and applicants will be notified of their status by email. Referred applicants will be notified as such and may be contacted directly by the hiring office for an interview. All referred applicants receive a final notification once a selection decision has been made. If you are referred for consideration, you may be asked to submit additional job related information, which may include, but not limited to; responses to the knowledge, skills and abilities; completion of a work sample, and/or contact for an interview. Your resume and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect your rating or consideration for employment. The Department of Veterans Affairs performs pre-employment reference checks as an assessment method used in the hiring process to verify information provided by a candidate (e.g., on resume or during interview or hiring process); gain additional knowledge regarding a candidate's abilities; and assist a hiring manager with making a final selection for a position. You may check the status of your application at any time by logging into your USA Jobs account and clicking on Applications. Information regarding your application status can be found in the . Fair & Transparent The Federal hiring process is set up to be fair and transparent. Please read the following guidance.