Training Specialist

Training Specialist

Department: Department of Veterans Affairs

Location(s): Salt Lake City, Utah, Seattle, Washington, Phoenix, Arizona, Los Angeles, California, San Francisco, California, Denver, Colorado, Washington, District of Columbia, Miami, Florida, Atlanta, Georgia, Chicago, Illinois, Indianapolis, Indiana, New Orleans, Louisiana, Boston, Massachusetts, Minneapolis, Minnesota, Kansas City, Missouri, Albuquerque, New Mexico, New York, New York, Oklahoma City, Oklahoma, Portland, Oregon, Austin, Texas

Salary Range: $61722 - $80243 Per Year

Job Summary: The VISN 19 Clinical Contact Center (CCC) delivers enhanced access to virtual care and services, maximizes first contact resolution for veterans, supports positive health outcomes in the continuum of care, and provides an improved veteran experience. The incumbent serves as the Scheduling and Administration Trainer for the VISN 19 CCC. The primary purpose of this position is to provide training instruction through the development and implementation of the CCC.

Major Duties:

• Duties included but not limited to: The incumbent is responsible for planning, developing, implementing, directing, evaluating and coordinating the CCC training program for the staff with scheduling keys. Primary responsibility involves planning and executing training programs for all new employees and tenured staff, which affects the functions and operations of all scheduling areas related to the CCC. The work performed by the incumbent is designed to provide an effective transition for employees into the scheduling role, in a welcoming and supportive manner, analyzing the effectiveness and outcomes initial, refresher, and remedial training. Performs work in the development and design of courses for CCC training programs and lines of businesses. Participates substantially in coursework development or modification, and may develop complete, full-length courses in well-established areas of a subject matter field. Establishes working relationships with stakeholders and integral program areas to determine training needs and gaps. Produces training products and materials such as reference manuals, user guides, job aids, instructor lesson plans, course outlines and agendas, exercises/activities, quizzes/exams, training plans, etc. based on course analyses and training needs assessment. Responsible for program oversight of assigned courses and related training projects in support of mission. Maintains program requirements/validation criteria. Prompts staff members to participate in cyclic or special evaluations. Incumbent is expected to continually and systematically evaluate assigned operations and to make necessary recommendations to ensure conformance with standards and established goals. Analyzes data and identifies trends and concerns or issues. Develops and/or maintains a system of internal reviews and a quality assurance program to ensure all programs operate at a high level of effectiveness that ensures compliance with standards at accrediting, regulatory and agency authorities. Independently evaluates course(s), planning and conducting validity and reliability studies to analyze such things as test items prepared by instructors. Develops recommendations for course revisions. Performs duties involving the instruction of training courses, or the modification of course content and/or materials. Conducts studies and analyses in functional specialty or subject matter areas. Plans and conducts validity and reliability studies to analyze such things as test items prepared by instructors. Develops recommendations for revising test items to improve clarity and adequacy; increase the reliability and validity of tests and exercises. Produces complete, self-contained training products (courses, job aids, training plans, etc.) based on those analyses and studies. The incumbent will manage TMS course content for the Clinical Contact Center for staff with scheduling keys. This includes completion rates for mandatory, reoccurring training and specific focused training for CCC staff. The incumbent coordinates and composes annual training plans and identified goals in alignment with CCC training program goals in collaboration with administrative and clinical staff within the CCC, VISN/Consortium, Access Office and other program offices as needed. Work Schedule: Monday-Friday, 8:00AM-4:30PM MST Remote: This is not a Remote position. Virtual: Employee will be assigned space at a VA facility Position Description/PD#: Training Specialist/PD131970 Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): Not Authorized

Qualifications: To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 05/05/2026. 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 by the closing date of this announcement. For a GS-9 position you must have served 52 weeks at the GS-7. 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. Preferred Experience: 3-5 years experience training, development, facilitation and instruction. 3-5 years as Supervisory Medical Support Assistant. Expertise in VA technology, CM, ISS, Genesys, SharePoint. At least 2 years of experience in call center environment, with a proven track record of delivering training programs. You may qualify based on your experience and/or education as described below: INDIVIDUAL OCCUPATIONAL REQUIREMENT: The Training Specialist, GS-1712-09 does require an Individual Occupation Requirement that will need to be met. Your resume will be reviewed in regards to the Individual Occupational requirement, and it will be reviewed, to ensure that the Individual Occupational Requirement is met. Please understand that the Individual Occupational Requirement is required IN ADDITION to the required Specialized Experience. Education: Undergraduate and Graduate Education: Major study -- education or a subject area related to the position to be filled. OR, Specialized Experience (for positions above GS-5): Experience that demonstrated 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. GS-9 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:Ability to use qualitative and quantitative techniques for analyzing and measuring the effectiveness, efficiency, and productivity of administrative and technical programs. Must be able to communicate effectively, both verbally and in writing, with patients, clinical and administrative staff. Conduct studies and analyze findings independently and with multi-disciplinary teams to make recommendations on substantive operating programs and contracts. Design, evaluate, and develop programs, training plans, course methods, materials and aids, and training records. Ability to write effective and clear Standard Operating Procedures (SOPs) pertaining to materials being taught to staff. Knowledge and skill in the use of computer equipment with a wide variety of software such as Word, Excel, PowerPoint, Outlook, Access, Internet and several databases. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have 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 an combination of specialized experience and education. Combinations of successfully completed post-high school education and experience may be used to meet total qualification requirements for the grade levels specified in the table, and may be computed by first determining the applicant's total qualifying experience as a percentage of the experience required for the grade level; then determining the applicant's education as a percentage of the education required for the grade level; and then adding the two percentages. The total percentages must equal at least 100 percent to qualify an applicant for that grade level. Only graduate education in excess of the amount required for the next lower grade level may be used to qualify applicants for positions at grades GS-9 and GS-11. (When crediting education that requires specific course work, prorate the number of hours of related courses required as a proportion of the total education to be used. 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/12948840. 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, 05/05/2026. 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: 2026-05-05