Program Analyst

Summary

The primary purpose of this position is to conduct program and data analysis for Member Services (MS) and Veteran Transportation Service (VTS), identify performance and compliance issues, recommend, support, and monitor corrective actions through established processes and training.

Duties

The duties below are for the GS-09. Duties include but are not limited to: Program evaluation and process improvement: Plans and conducts assigned analytical studies of Member Services and Veterans Transportation Service programs, such as enrollment processing, registration accuracy, beneficiary travel workflows, special mode transportation (SMT) consult handling, and VTS routing and utilization, to assess efficiency, effectiveness, and alignment with regulatory requirements and local policy. Uses established methodologies such as process mapping, root-cause analysis, workflow reviews, and workload/time-motion assessments to identify bottlenecks, duplication, error sources, and variation in local processes, including work performed at associated outpatient locations. Develops options and recommendations for improvements to workflows, internal controls, role responsibilities, and supporting tools. Prepares issue papers, decision memoranda, briefings, and implementation-support materials for MS/VTS leadership review. Performance measurement and data analysis: Maintains and updates established performance measures, reports, and dashboards for key MS/VTS functions, including application timeliness, registration error rates, eligibility decision accuracy, beneficiary travel processing times, SMT and VTS utilization, and no-show and cancellation patterns, to support management oversight. Extracts, validates, and compiles data from established MS/VTS information systems and reporting tools, such as VistA, VES, BTSSS, VetRide, CPRS-based tools, and reporting platforms, to produce recurring and ad hoc analytic reports and visualizations for leadership. Applies established quantitative techniques, including trend and variance analysis, basic statistical methods, and comparisons by site, clinic, provider, or population, to identify emerging issues, differences in performance, and opportunities for local improvement Compliance review and program oversight: Conducts assigned review activities addressing areas such as eligibility determinations, enrollment and registration data integrity, beneficiary travel and SMT decisions, documentation sufficiency, and compliance with CFR, VHA directives, and local policy. Conducts sampling and analytic reviews of records using established criteria to identify error rates, potential compliance concerns, and recurring procedural issues; documents findings and prepares suggested procedural or training actions for supervisory review. Tracks assigned corrective action plans resulting from audits and reviews and prepares follow-up analyses to determine whether identified deficiencies have been addressed and whether control improvements are effective and sustainable. Implementation support and training coordination: Assist in translating approved analytic findings and policy changes into updated standard operating procedures, standard work documents, desk guides, checklists, and reference tools for MS/VTS staff. Collaborates with supervisors, education staff, and subject matter experts to identify training needs arising from audits and performance data and recommends training content or approaches to address identified gaps in knowledge, skills, or processes. Assists with the development and delivery of targeted training or briefings (in-person and virtual) to explain new processes, clarify expectations, and reinforce compliance requirements and standard work. Coordination, reporting, and related duties: Participates in MS, VTS, and cross-service meetings and workgroups as a program analysis resource, presenting data, review results, and proposed improvement recommendations, and providing analytic input to discussions. Provides analytic input for supervisory or management consideration in the drafting or revision of local policies, SOPs, and memoranda that govern eligibility, enrollment, beneficiary travel, SMT, and related MS/VTS operations. Prepares status reports, summaries, and responses to information requests from facility leadership, VISN, or other oversight bodies regarding MS/VTS performance and compliance, consistent with established reporting requirements. Other duties as assigned Promotion Potential: The selectee may be promoted to the full performance level without further competition when all regulatory, qualification, and performance requirements are met. Selection at a lower grade level does not guarantee promotion to the full performance level. Work Schedule: M-F 8:00 am - 4:30 pm or as determined by the supervisor Compressed/Flexible: This may be authorized at the supervisor's discretion Telework: Not eligible for Telework Virtual: This is not a virtual position. Position Description/PD#: Program Analyst/ GS-07 03484O, GS-09 03485O

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 10/14/2026. Time-In-Grade Requirement: Applicants who are current Federal employees and have held a GS grade at any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement. For a GS-07 position, you must have served 52 weeks at the GS-05. 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. You may qualify based on your experience and/or education as described below: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-05 for the GS-07 and GS-07 for the GS-09 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Serving as a liaison between internal program offices and external stakeholders to exchange information, coordinate activities, and resolve routine issues. Collecting, consolidating, and communicating stakeholder input, program requirements, concerns, and action items. Preparing clear written correspondence, reports, meeting summaries, briefings, or other communication materials for a variety of audiences. Coordinating meetings, workgroups, outreach activities, or program-related events; documenting decisions, commitments, and follow-up actions. Tracking stakeholder requests, program issues, deadlines, and deliverables; providing timely status updates to leadership and stakeholders. Applying organizational policies, procedures, and guidance when responding to inquiries or communicating program information. Identifying communication gaps or recurring stakeholder concerns and recommending improvements to processes, materials, or coordination methods. Maintaining accurate records, contact lists, correspondence files, and tracking systems that support stakeholder engagement and program operations. . OR Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level, you must have: GS-07 - 1 full year of graduate-level education or superior academic achievement. GS-09 - Master's or equivalent graduate degree or 2 full years of progressively higher level graduate education