[Hiring] Supervisory Program Analyst @Office of Suicide Prevention, Veterans Crisis Line

Role Description

The employee will serve as the Supervisory Program Analyst, located in the Quality, Training, and Risk Management Department, Veterans Crisis Line (VCL), Veterans Affair (VA). The VCL is a 24-hour, 7-days-a-week, 365-days-a-year service aimed at connecting callers worldwide to a caring, qualified Veterans Administration 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.

• Provides supervision to the Quality Management Officers who supervise the Quality Management Silent Monitor staff.
• Plans and assigns work, sets priorities, advises employees on program goals and objectives.
• Makes decisions based on sound clinical, evidence-based principles to optimize quality, effectiveness, and efficiency.
• Develops and presents statistical, graphical, and narrative reports necessary to recommend potential improvements to the Quality Assurance Clinical Officer and VCL leadership.
• Ensures that frontline staff have knowledge and skills in crisis intervention techniques.
• Ensures that call center industry standards, crisis intervention, suicide prevention skills, and information technology skills are being applied throughout VCL.
• Responsible for disseminating research to the Quality team for appropriate development and utilization in Coaching.
• Explores and implements ways to eliminate or reduce significant bottlenecks and barriers to production, promote team building, and improve business practices within the Quality team and VCL respectively.

Work Schedule

• Tour of Duty is typically Administrative Hours. Tour is subject to change based on program needs.
• Compressed/Flexible Work Schedule may be authorized upon supervisor approval after training per Agency policy.
• 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 must provide a secure, distraction-free home-based worksite with reliable high-speed internet connectivity.
• The employee will be required to travel to the closest VA Medical Center 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#

Supervisory Program Analyst/PD07826A

Relocation/Recruitment Incentives

• Not Authorized

Critical Skills Incentive (CSI)

• Not Approved

Permanent Change of Station (PCS)

• Not required

Financial Disclosure Report

• Not required

Education Requirements

There is no educational substitution at this grade level.

• 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.
• If using foreign education to meet qualification requirements, a Certificate of Foreign Equivalency with your transcript must be submitted.

Qualifications

• Applicants must meet all requirements by the closing date of this announcement, 09/28/2026.
• 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.
• Specialized Experience: One year of specialized experience equivalent to at least the next lower grade (GS-12) in the normal line of progression for the occupation in the organization.
• Eligible and qualified applicants will be rated on the following Competencies for this position: Leadership, Planning and Evaluation, Project Management, Quality Management, Communications.

Experience

• Experience refers to paid and unpaid experience, including volunteer work done through National Service programs and other organizations.
• A full year of work is considered to be 35-40 hours of work per week.