Social Worker
Provides a channel through which Patients and their beneficiaries can seek solutions to problems, concerns and needs. Works with health care providers and administrative support staff throughout the medical center in preventing and resolving patient complaints. Interprets the Medical Center's mission, policies, procedures and available resources and services to Patients and presents their problems, opinions and needs to appropriate staff and management. Assists Patients in understanding their rights in addition to their responsibilities. Identifies existing and potential problem areas; suggests solutions or alternatives to existing procedures which contribute to those problems. Acts on behalf of the Director to resolve problems, expedite services, or implement necessary corrective measures within established policies and, where appropriate, through committee participation. Represents the Director in safeguarding and ensuring statutory and constitutional rights of Patients. Assists Patients, their beneficiaries and/or representatives, and facility staff members in recognizing and removing institutional barriers to the provision of optimal health care to Patients. Receives and listens to complaints and grievances from Patients or from individuals on behalf of Patients. Makes inquiry into complaints, initiates action or change necessary to correct problem situations, and reports on corrective measures taken to the Patient and/or their representative. Monitors and evaluates corrective measures taken. Acts as an Experience Specialist for Patients using seasoned judgment in resolving problems. Provides input into the conduct of, and may be responsible for the maintenance of, files and records training to customer satisfaction surveys. Documents all findings from these surveys after thorough analysis of data in order to identify trends and patterns. Maintains a working liaison with Patient's service organizations, community groups, and others whose interests are in helping and protecting Patients, their families and their representatives.Assists with congressional and/or patient inquiry letters. Has the authority to review any files or records and discuss with personnel or witnesses any practices which appear to violate patients' rights, or which causes unnecessary discomfort or embarrassment to Patients, their families, or the Medical Center and reports such findings to management with recommendations for improvement. Identifies the elements of clinical or administrative practices that contribute or create an atmosphere for customer dissatisfaction and recommends changes that will reduce or eliminate justified complaints. As necessary, develops and provides in-service education to bring awareness to the medical center staff of the Patients' perceptions of their Medical Center experience, thereby contributing to improved staff understanding and attitude.Has overall responsibility for the resolution of patient problems which arise. Serves as a Patient Experience Specialist for patients throughout the medical center. May be called upon to provide information with which to answer complaints, congressional inquiries, etc. Maintains records of all patient inquiries or inquiries on behalf of patient using the Patient Experience Specialist Tracking System - Replacement (PATS-R). Produces on a regular basis a cumulative report that will include a categorization of patient inquiries in order to track and trend patterns and to identify opportunities for improvement. Work Schedule:
7:
30 am - 4:
00 pm Financial Disclosure Report:
Not required Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met. Basic Requirements:
United States Citizenship:
Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. Education. Have a master's degree in social work from a school of social work fully accredited by the Council on Social Work Education (CSWE). Graduates of schools of social work that are in candidacy status do not meet this requirement until the School of Social Work is fully accredited. A doctoral degree in social work may not be substituted for the master's degree in social work. Licensure. Persons hired or reassigned to social worker positions in the GS-0185 series in VHA must be licensed or certified by a state to independently practice social work at the master's degree level. Exception. VHA may waive the licensure or certification requirement for persons who are otherwise qualified, pending completion of state prerequisites for licensure/certification examinations. This exception only applies at the GS-9 grade level. For the GS-11 grade level and above, the candidate must be licensed or certified. At the time of appointment, the supervisor, chief social work or social work executive will provide the unlicensed/uncertified social worker with the written requirements for licensure or certification, including the time by which the license or certification must be obtained and the consequences for not becoming licensed or certified by the deadline. May qualify based on being covered by the Grandfathering Provision as described in the VA Qualification Standard for this occupation (only applicable to current VHA employees who are in this occupation and meet the criteria). Grade Determinations:
Social Worker, GS-11 (Full-Performance Level) Experience and Licensure. Appointment to the GS-11 grade level requires completion of a minimum of one year of post-MSW experience equivalent to the GS-9 grade level in the field of health care or other social work-related settings, (VA or non-VA experience) and licensure or certification in a state at the independent practice level. OR Education. In addition to meeting basic requirements, a doctoral degree in social work from a school of social work may be substituted for the required one year of professional social work experience in a clinical setting. Demonstrated Knowledge, Skills, and Abilities. In addition to the experience above, candidates must demonstrate all of the following KSAs:
(a) Knowledge of community resources, how to make appropriate referrals to community and other governmental agencies for services, and ability to coordinate services. (b) Skill in independently conducting psychosocial assessments and treatment interventions to a wide variety of individuals from various socio-economic, cultural, ethnic, educational and other diversified backgrounds. (c) Knowledge of medical and mental health diagnoses, disabilities and treatment procedures (i.e. acute, chronic and traumatic illnesses/injuries, common medications and their effects/side effects, and medical terminology) to formulate a treatment plan. (d) Skill in independently implementing different treatment modalities in working with individuals, families, and groups who are experiencing a variety of psychiatric, medical, and social problems to achieve treatment goals. (e) Ability to provide consultation services to new social workers, social work graduate students, and other staff about the psychosocial needs of patients and the impact of psychosocial problems on health care and compliance with treatment. References:
VA Handbook 5005, Part II, Appendix G39 The full performance level of this vacancy is GS-11. The actual grade at which an applicant may be selected for this vacancy is a GS-11. Physical Requirements:
The work of a Social Worker requires extreme patience and control of ones emotions. Strenuous physical activity is not required although the incumbent is expected to withstand considerable emotional pressure and stress as part of their day to day activities. Duties require periods of sitting, standing, walking, driving, bending, or carrying light objects. Work is primarily performed in an office type setting that exposes the incumbent to communicable diseases. The incumbent may also be required to drive a government vehicle. The incumbents environment may include visits to community agencies and community & government social services agencies.
Estimated Salary: $20 to $28 per hour based on qualifications.
7:
30 am - 4:
00 pm Financial Disclosure Report:
Not required Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met. Basic Requirements:
United States Citizenship:
Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. Education. Have a master's degree in social work from a school of social work fully accredited by the Council on Social Work Education (CSWE). Graduates of schools of social work that are in candidacy status do not meet this requirement until the School of Social Work is fully accredited. A doctoral degree in social work may not be substituted for the master's degree in social work. Licensure. Persons hired or reassigned to social worker positions in the GS-0185 series in VHA must be licensed or certified by a state to independently practice social work at the master's degree level. Exception. VHA may waive the licensure or certification requirement for persons who are otherwise qualified, pending completion of state prerequisites for licensure/certification examinations. This exception only applies at the GS-9 grade level. For the GS-11 grade level and above, the candidate must be licensed or certified. At the time of appointment, the supervisor, chief social work or social work executive will provide the unlicensed/uncertified social worker with the written requirements for licensure or certification, including the time by which the license or certification must be obtained and the consequences for not becoming licensed or certified by the deadline. May qualify based on being covered by the Grandfathering Provision as described in the VA Qualification Standard for this occupation (only applicable to current VHA employees who are in this occupation and meet the criteria). Grade Determinations:
Social Worker, GS-11 (Full-Performance Level) Experience and Licensure. Appointment to the GS-11 grade level requires completion of a minimum of one year of post-MSW experience equivalent to the GS-9 grade level in the field of health care or other social work-related settings, (VA or non-VA experience) and licensure or certification in a state at the independent practice level. OR Education. In addition to meeting basic requirements, a doctoral degree in social work from a school of social work may be substituted for the required one year of professional social work experience in a clinical setting. Demonstrated Knowledge, Skills, and Abilities. In addition to the experience above, candidates must demonstrate all of the following KSAs:
(a) Knowledge of community resources, how to make appropriate referrals to community and other governmental agencies for services, and ability to coordinate services. (b) Skill in independently conducting psychosocial assessments and treatment interventions to a wide variety of individuals from various socio-economic, cultural, ethnic, educational and other diversified backgrounds. (c) Knowledge of medical and mental health diagnoses, disabilities and treatment procedures (i.e. acute, chronic and traumatic illnesses/injuries, common medications and their effects/side effects, and medical terminology) to formulate a treatment plan. (d) Skill in independently implementing different treatment modalities in working with individuals, families, and groups who are experiencing a variety of psychiatric, medical, and social problems to achieve treatment goals. (e) Ability to provide consultation services to new social workers, social work graduate students, and other staff about the psychosocial needs of patients and the impact of psychosocial problems on health care and compliance with treatment. References:
VA Handbook 5005, Part II, Appendix G39 The full performance level of this vacancy is GS-11. The actual grade at which an applicant may be selected for this vacancy is a GS-11. Physical Requirements:
The work of a Social Worker requires extreme patience and control of ones emotions. Strenuous physical activity is not required although the incumbent is expected to withstand considerable emotional pressure and stress as part of their day to day activities. Duties require periods of sitting, standing, walking, driving, bending, or carrying light objects. Work is primarily performed in an office type setting that exposes the incumbent to communicable diseases. The incumbent may also be required to drive a government vehicle. The incumbents environment may include visits to community agencies and community & government social services agencies.
- Department:
0185 Social Work - Salary Range:
$70,987 to $92,281 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
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