Program Support Assistant - Fisher House

The Program Support Assistant is responsible for assisting the Fisher House Manager in all aspects of the Fisher House Program. They will work closely with the Fisher House Manager and Assistant Manager in coordinating the day-to-day operations of the Fisher House. In support of these programs, there are numerous advisory and technical duties the incumbent must master to keep the Fisher House functioning at its optimal level.

Qualifications:

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 04/28/2026.

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 by the closing date of this announcement. For a GS-06 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 as described below:

• Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-05 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to:

  • process and submit VA Forms for purchase orders, property requests, turn-ins, and receipts in compliance with federal procurement procedures and timely completion of all transactions.

  • interpret and apply organizational rules and guidelines under time-sensitive conditions, providing fair, defensible, and consistent decisions that upheld agency policy and service standards.

  • assist in coordinating and overseeing regular and after-hours volunteer-led events, maintaining smooth operations and ensuring all activities adhered to established protocols.

  • deliver customer service to patients, families, and guests in acute distress or crisis situations; greeted visitors, led orientations, and conducted safety briefings to promote a welcoming environment.

  • receive, document, and resolve guest complaints in accordance with standards.

  • utilize multiple digital tools including SharePoint database, Microsoft Excel, Word, and Publisher to track inventory, generate reports, and maintain accurate property records.

  • maintain sensitivity to interpersonal dynamics involving catastrophic injuries, caregiver stress, acute medical crises, and end-of-life circumstances, fostering a supportive and emotionally intelligent environment for guests.

You will be rated on the following Competencies for this position:

• Computer Skills
• Analytical Reasoning
• Interpersonal Skills
• Compensation

Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

Note: A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment.

Physical Requirements: The duties and responsibilities of the position require mobility between various floors and rooms within the Fisher House and various other buildings at the hospital. The work is primarily sedentary with some standing, stooping, reaching, bending, and lifting up to 40 pounds. This includes preparation of programs, occasional moving/lifting of equipment (100 cup coffee pot, boxes of donated items, etc.) and assist guests with luggage. Although most of the work is sedentary, the employee will be walking, standing, bending, and carrying some light to heavy
items, driving an automobile as well as other means of transporting Veterans and guests such as a golf cart. Trips into the community to attend meetings or for program marketing/promoting purposes will be required. The incumbent must be composed at all times while providing customer service to guests experiencing emotional and/or physical stress.

For more information on these qualification standards, please visit the United States Office of Personnel Management's website at https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.

Responsibilities:

Major duties include, but are not limited to:

• Point of contact for initial inquiries to include lodging eligibility, referral processes, staff/volunteer opportunities, monetary donations, and their appropriateness, and offers of in-kind donations;
• assists with Fisher House events and supply management, both of which require full knowledge and understanding of appropriated and non-appropriated accounts, to include general post funds and imprest funds;
• assess and independently manage urgent situations with appropriate action, to include interaction with the Emergency Department, Safety Office, Police & Security, Facilities Management, etc.;
• Performs work related to the acquisition and/or development of program information and resource materials;
• Provides administrative and clerical support necessary to support the Fisher House which entails receipt of referrals via Computerized Patient Record System (CPRS), assessment of eligibility, and response to referring source via replies and updates through CPRS;
• Tracks program census and length of stay using software packages such as Microsoft Excel;
• Ensures accurate data collection, developing required monthly reports and meeting monthly report deadlines for forwarding through VA Central Arkansas Veterans Healthcare Systems leadership, VISN 16, VACO Program Manager, and the Fisher House Foundation;
• Point of Contact to interact with varied groups and will set the tone for the professional image of the Fisher House, Central Arkansas Veterans Healthcare Systems, the Department of Veterans Affairs, and the Fisher House Foundation;
• Receives and addresses guest complaints and handles inquiries regarding Fisher House standards and house rules; and
• Exercises independent judgment in addressing unanticipated situations presented by program stakeholders (guests, volunteers, community supporters, etc.).

Work Schedule: Varies, Sunday - Saturday, 24/7 Facility (Subject to change based on the needs of the Agency).
Telework: Not Available
Virtual: This is not a virtual position.
Position Description/PD#: Program Support Assistant - Fisher House/PD04835A
Relocation/Recruitment Incentives: Not Authorized

Salary : $45,409