About this role
Role Description
The employee will serve as the Lead Social Services Assistant, located in the Clinical Operations 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.
Exercises technical and administrative oversight of Social Service Assistants (SSA) team. Communicates work assignments and deadlines to be accomplished by SSA team. Provides guidance on dispatch of emergency services and locating callers in danger. Ensures correct submission of Veteran Protected Health Information to VA Medical Centers. Understands operations of all business lines including telephone, chat, text, and social media contacts. Provides oversight of specialty consultation and collaboration between Social Services Assistants, Health Science Specialists, and Suicide Prevention Coordinators (SPC). Uses a professional tone and language when working with all contacts. Ensures accurate and efficient record-keeping by the team. Exercises creative problem-solving skills and makes critical, time-sensitive decisions. Offers and provides appropriate follow-up or outreach per VCL protocols. Incorporates applicable guidelines from VA's vision, mission, values, and established program policies. Advocates for local police and emergency service response for caller safety. Develops or assists with the development and implementation of policies and procedures. Facilitates management of program resources to ensure safe, effective, and efficient care. Utilizes basic knowledge of mental health and medical terminology through communication.
Qualifications
To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 09/16/2026. Time-In-Grade Requirement: Must have served 52 weeks at the GS-7 level for GS-8 position. English Language Proficiency: Must be proficient in basic written and spoken English. Social Services Aid and Assistant 0186 Series Individual Occupational Requirement: One year of specialized experience equivalent to at least the next lower grade (GS-07).
Requirements
Specialized Experience: One year of specialized experience equivalent to at least the next lower grade (GS-07). Must meet at least 3 of the 4 specialized experience requirements to minimally qualify: Locating individuals in crisis and identifying emergency services available. Linking emergency services to individuals in crisis and relaying information. Applying rules, policies, and procedures related to crisis hotlines. Applying analytical skills to review and report on crisis line data and trends. Education: At least one and a half years (1.5 years) of graduate-level education leading to a Master's Degree or equivalent graduate degree. Combination: Equivalent combination of specialized experience and graduate education.
Benefits
This is a remote position. Selectees will work 100% of the time in a non-VA-owned space. Remote employees are expected to provide a secure, distraction-free home-based worksite. Travel to the closest VA Medical Center or VA Outpatient Clinic may be required.