Training Specialist

Training Specialist

Department: Department of Veterans Affairs

Location(s): Anywhere in the U.S. (remote job), United States

Salary Range: $61722 - $97087 Per Year

Job Summary: 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.

Major Duties:

• 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

Qualifications: 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/.

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 https://apply.usastaffing.gov/ViewQuestionnaire/12941151. 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, 04/29/2026. 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. Visit the USA Hire Applicant Resource Center for practice assessments and assessment preparation resources at https://support-usahire.opm.gov/hc/en-us. 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: https://help.usajobs.gov/how-to. 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. Beginning September 27, 2025, Federal agencies will only accept resumes up to two pages in length to comply with the Merit Hiring Plan. Resumes longer than two pages will result in ineligibility for further consideration for the position. USAJOBS will not allow you to upload or build resumes longer than two pages, and you will need to update the resumes in your profile before applying for a job. Resumes should include information relevant to the knowledge, skills, abilities, and competencies of the position to which you are applying. VA is unable to make assumptions about qualifications if not clearly listed. Resumes must be legible so they can be reviewed for eligibility, minimum qualifications and other position requirements listed in the job announcement. Your resume must be 5MB or less. We recommend saving and uploading your resume as a PDF to maintain formatting and number of pages. We also accept GIF, JPG, JPEG, PNG, RTF, TXT, PDF, ODT or Word (DOC or DOCX). We do not accept PDF portfolio files. We recommend using a sans-serif font size like Lato, if available. Other widely available options are Calibri, Helvetica, Arial, Verdana, Open San Source Sans Pro, Roboto or Noro Sans. Make your page margins 0.5 inches. Consider using 14-point size font for titles and 10-point for the main text in your resume. The resume builder can help you create a resume using these recommendations and uses the information in your USAJOBS profile to help you get started. Helpful Hints for Creating a Two-Page Resume: Prioritize most relevant and recent experience Use concise, results focused language Align language from the job announcement Focus on demonstrating skills and competencies Remove outdated or unrelated experience Use the USAJOBS resume builder Additional guidance on this new requirement and resume building tools can be found at https://help.usajobs.gov/faq/application/documents/resume/page-limit

Application Deadline: 2026-04-29