Job Listing
Program Analyst
Veterans Health Administration · Posted 1 days ago
Remote United States $75K – $121K Apply by Jun 15, 2026 Management And Program Analysis ENTJINTJINTPISTJ OperationsHealthcare
Apply for this job → About the Role
The Incumbent serves as a Program Analyst 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.
What You'll Do
- →The purpose of this position is to analyze real time or live VCL call center program data to ensure that program operations are running efficiently.
- →This position provides essential program support and makes decisions based on live data essential for efficient and effective functionality of critical VHA missions.
- →The incumbent plays a critical role in providing program support and analysis that not only affects all employees in the department but can also have an impact on other areas of VCL whose positions support Clinical Operations.
- →The major duties of this position include but are not limited to: Reviews, monitors, and analyzes real time or live program data that is reflected through various data screens and systems to report on immediate inefficiencies in program support coverage.
- →Reviews, monitors, and analyzes real time data for any technical issues with the VCL telephone, chat or text systems, customer relations data base, network outages, etc.
- →Annotates trends, data, and responses and elevates to leadership.
- →Monitors the Veterans Crisis Line Responders, to ensure that they are providing timely support to Veterans and callers.
- →Makes immediate data driven decisions based on knowledge and appropriate use of data (I.E. adjustments of staffing from chat/text to phones, immediate employee performance, dip in productivity levels, etc.).
- →Keeps employees and leadership informed of issues, trends, and developments in the areas of call center operations and best practices.
- →Applies program knowledge and experience in working in a call center environment to answer staff questions, guide responders, research basic questions, provide references, and respond to various other issues that may arise.
- →The incumbent provides program and project status briefings to supervisors, managers, and internal and external staff.
- →Reviews and analyzes situations noting trends, patterns, and data that may suggest training or knowledge deficiencies and refers this information to a supervisors for further development.
- →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.
Requirements
- ✓You must be a U.S.
- ✓Citizen to apply for this job To be considered for this position, you must complete all required steps in the process.
- ✓In addition to the application and questionnaire, this position requires an online assessment.
- ✓The online assessment measures critical general competencies required to perform the job.
- ✓Selective Service Registration is required for males born after 12/31/1959 Physical Requirements: Work is performed while sitting at a desk, at conferences, briefings, meetings, in classrooms and the equivalent.
- ✓The work is primarily sedentary but may require prolonged standing in front of groups.
- ✓Must work multiple projects simultaneously and handle occasional high levels of stress and conflicting priorities.
- ✓Subject to background/security investigation Selected applicants will be required to complete an online onboarding process.
- ✓Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents).
- ✓Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
- ✓As a condition of employment for accepting this position, you will be required to serve a 1-year probationary period or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest.
- ✓In determining if your employment advances the public interest, we may consider: your performance and conduct; the needs and interests of the agency; whether your continued employment would advance organizational goals of the agency or the Government; and whether your continued employment would advance the efficiency of the Federal service.
- ✓Upon completion of your probationary period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.
- ✓Transcript Reminder: A transcript must be submitted with your application if you are basing all or part of your qualifications on education.
Personality Fit
Job ID: 9dc55789-6c7e-420a-a1d6-1e82ffd16a92
Posted via USAJobs