THIS ANNOUNCEMENT IS OPEN TO CAREER TRANSITION ASSISTANCE PLAN (CTAP) ELIGIBLE APPLICANTS ONLY. PLEASE READ THE ENTIRE ANNOUNCEMENT BEFORE APPLYING. The Lead Social Services Assistant (LSSA) works within the Veterans Crisis Line (VCL) call center and provides team consultation to Social Services Assistants (SSA) whose main function is to assist in implementing triage telephone services to callers from around the world and coordinate care. The VCL's mission is to provide 24/7, world-class suicide prevention and crisis intervention services to Veterans, Service Members, and their family members. Duties include, but are not limited to: Functions as the point of contact for coordination and guidance of the SSA team. Works closely with the Supervisory Social Service Assistants, SSA Silent Monitors/Trainers, and Health Science Specialists (HSS). Provides guidance on dispatch of emergency services, how to locate callers in danger, and ensures the correct and appropriate submission of Veteran Protected Health Information to VA Medical Centers around the country. Exercises technical and administrative oversight of the SSA team to include communicating work assignments and deadlines to be accomplished by the SSA team. Establishes procedures and assists in communicating expectations for SSA team, which are clearly communicated through both formal and informal SSA team meetings. Reports on team performance, progress and training needs of employees and on behavior problems to Supervisor SSAs and SSA Team Operations Coordinators as needed. Provides guidance and feedback on customer service skills with internal and external customers and addresses any concerns that may arise. Manages software that is utilized by the SSA team troubleshoots concerns, and informs leadership of issues, as needed. Oversees collection of relevant information for lethality assessments from available resources such as the Medora Web-Based Crisis Application, Customer Relationship Manual (CRM) and Compensation & Pension Record Interchange (CAPRI), Computerized Patient Record System (CPRS) records, and Joint Legacy Viewer (JLV). Demonstrates expert knowledge of and proficiency with approved, web-based tools and resources to determine callers' location for emergency dispatch purposes. Educates team on the appropriate use of tools and resources. Collaborates with VCL Training Team to ensure that the SSA team is adequately and consistently trained. Assists subordinates in developing creative solutions combined with approved resources to locate individuals. Advocates for local police and other emergency service response in order to ensure the safety of a caller when situations are not able to be resolved at the level of SSA. Communicates with supervisors/management from local law enforcement agencies to address any obstacles to providing the safety of callers. Exercises creative problem-solving skills and makes critical, time-sensitive decisions while handling emergent situations involving emergency dispatch requests and facility transport plans. Work Schedule: Varied work schedule to include evenings, nights, weekends and holidays to provide 24/7 call center coverage. Tour will be determined after final selections. Tour is subject to change based on program needs. Selectees will be expected to work all shifts. Remote: This is a remote position. Selectees will work 100% of the time in a non-VA-owned space outside of the local commuting area of a parent station. The employee's workspace must be suitable for conducting business and as such, remote employees are expected to provide a secure, distraction-free, home-based worksite with reliable high speed internet connectivity. Employees will be required to travel to the closest VA Medical Center and/or VA Outpatient Clinic for issuance of equipment and as needed for technical support. Selectees will be required to self-certify that their remote workplace meets all safety, privacy, and internet speed requirements. Position Description/PD#: Lead Social Services Assistant/PD06851A Relocation/Recruitment Incentives: Not Authorized Financial Disclosure Report: Not required
Internal Number: 600240300
About Veterans Affairs, Veterans Health Administration
Providing Health Care for Veterans: The Veterans Health Administration is America’s largest integrated health care system, providing care at 1,255 health care facilities, including 170 medical centers and 1,074 outpatient sites of care of varying complexity (VHA outpatient clinics), serving 9 million enrolled Veterans each year.
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