[Hiring] Social Science Program Specialist (Workflow Coordinator) @Office of Suicide Prevention, Veterans Crisis Line

Role Description

Serves as a Social Science Program Specialist within the Office of Mental Health Suicide Prevention, located in (Teams Operations), Veterans Crisis Line (VCL) Clinical Operations. The VCL is a 24-hour, 7 days a week, 365 days a year service aimed at connecting callers, texters and chatters, worldwide to a caring, qualified VA employee. 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.

The Crisis Operations Workflow Coordinator (WFC) provides technical expertise as a senior advisor to co-workers for VCL day-to-day operations. The WFC provides the first line of consultation to Crisis Responders and Social Services Assistants.

• Monitors communication from across contact platforms (phone, chat, text).
• Recommends or informs management if changes to existing policies/procedures, knowledge base, standard work, training, or tracking mechanisms are needed.
• Monitors unplanned staff absences and adjusts coverage as needed.
• Provides first line consultation to Responders/SSA's who encounter one-of-a-kind or unfamiliar situations.
• Relays information on unplanned changes and reports to supervisor/manager.
• Provides technical expertise on a wide range of issues and situations encountered in day-to-day operations.
• Initiates and carries out contingency and emergency procedures when needed.
• Utilizes a variety of specialized software applications to collect and record data/information.
• Troubleshoots new and existing procedures and applications.
• Performs other duties as assigned by leadership.

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 and will be based on seniority. Tour is subject to change based on program needs. Selectees will be expected to work all shifts.

Remote: This is a remote position.

Qualifications

• To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 06/10/2026.
• 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.
• Individual Occupational Requirement: Must possess one of the following:
  • Degree in behavioral or social science; or related disciplines appropriate to the position. (TRANSCRIPTS ARE REQUIRED)
  • Combination of education and experience that provided the applicant with knowledge of one or more of the behavioral or social sciences equivalent to a major in the field. (TRANSCRIPTS ARE REQUIRED)
  • Four years of appropriate experience that demonstrated that the applicant has acquired knowledge of one or more of the behavioral or social sciences equivalent to a major in the field.

Requirements

• Specialized Experience: One year of specialized experience equivalent to at least the next lower grade in the normal line of progression for the occupation in the organization. Must meet 3/4 of the following examples:
  • Monitoring interactions to ensure consultation, collaboration and expedited connections to treatment programs, resources and emergency services occur.
  • Recommending and informing management if changes to existing policies/procedures, knowledge base, standard work, training, or tracking mechanisms are needed.
  • Providing expertise on a wide range of technical situations encountered in day-to-day operations.
  • Monitors communication from across different contact platforms (phone, text, chat).
• Education to Qualify: Possess a Ph.D. or equivalent doctoral degree related to the work of the position or 3 full years of progressively higher-level graduate education leading to such a degree. (TRANSCRIPTS ARE REQUIRED)
• Combination of Education and Experience to Qualify: An equivalent combination of specialized experience and graduate education as described above may be used to meet the total qualification requirements for this position. (TRANSCRIPTS ARE REQUIRED)

Benefits

• Relocation/Recruitment Incentives: Not authorized
• Critical Skills Incentive (CSI): Not authorized
• Permanent Change of Station (PCS): Not authorized