Program Support Assistant

US-Department-of-Veterans-Affair; Town of Middleton (WI); On-site; USD 42,000 - 58,000; Full time

Job summary

The CPAC, under the Chief Finance Officer of the Veteran Services Department, seeks a Program Support Assistant (PSA) in Wisconsin. This federal role supports veteran services with data gathering, customer service, and follow-ups to ensure quality delivery of benefits and information.

Qualifications emphasize either specialized GS-05 experience or education, with combination options. Applicants must meet all requirements by 09/04/2026 and provide documentation of duties and dates on their resume.

Qualifications

• One year of specialized experience at GS-04 or higher is required.
• Education may substitute for the required experience as described.
• Combination of education and experience may qualify at GS-05.
• There is no educational substitution at GS-06.
• Evidence must be supported by detailed work duties and dates on the resume.

Responsibilities

• Gathers relevant documents and data from multiple systems.
• Provides customer service meeting the needs of all customers per guidelines.
• Delivers timely, accurate, and complete responses to inquiries.
• Follows up with Veteran customers via phone, email, or mail to ensure service quality.
• Uses effective oral communication to work with a broad range of people.

Education

Four years of education above high school

Job description

The position is located with the CPAC, organizationally aligned under the Chief Finance Officer in the Veteran Services Department, with the position serving as a Program Support Assistant (PSA). The CPAC is a regionally consolidated business entity established to increase revenue operations throughout the VHA network. To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 09/04/2026.

You may qualify based on your experience and/or education as described below:

For GS-05 Specialized Experience:

You must have one year of specialized experience equivalent to at least the next lower grade GS-04 in the normal line of progression for the occupation in the organization.

• 1) Gathers relevant documents and data from multiple systems.
• 2) Provides customer service which meets the needs of all customers while supporting mission within the specified guidelines.
• 3) Provides timely, accurate and complete responses to inquiries.
• 4) Conducts follow-up contact with Veteran customers through telephonic, electronic or written media to ensure all services provided were proficiently provided and appropriate.
• 5) Uses effective oral communication skills to establish and maintain effective work relationships with a broad range of people who often espouse divergent viewpoints and conflicting priorities.

Note: Evidence of specialized experience must be supported by detailed documentation of duties performed in positions held on your resume. You must provide work experience information such as hours per week, salary, and starting/ending dates of employment (month and year format) to establish you have one (1) full year of Specialized Experience at or comparable to the required grade level.

GS-05 Education:

Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have Four (4) years of education above the high school level in any field for which high school graduation or the equivalent is the normal prerequisite. This education must have been obtained in an accredited business, secretarial or technical school, junior college, college or university. One year of full-time academic study is defined as 30 semester hours, 45 quarter hours, or the equivalent in a college or university, or at least 20 hours of classroom instruction per week for approximately 36 weeks in a business, secretarial, or technical school.

GS-05 Combination:

Applicants may also combine education and experience to qualify at this level. Do you possess a combination of successfully completed education and experience to meet the total experience requirements. (i.e. 6 months of specialized experience and 3 years of education above the high school level)?

NOTE: Only education beyond the second year can be used in combination with specialized experience to qualify for this grade.

Note: Evidence of specialized experience must be supported by detailed documentation of duties performed in positions held on your resume. You must provide work experience information such as hours per week, salary, and starting/ending dates of employment (month and year format) to establish you have one (1) full year of Specialized Experience at or comparable to the required grade level.

For GS-06 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:

• 1) Conducts follow-up contact with customers through telephonic, electronic, or written media to ensure all services provided were proficiently provided and appropriate.
• 2) Uses effective oral communication skills to establish and maintain effective work relationships with a broad range of people who often espouse divergent viewpoints and conflicting priorities.
• 3) Handles conflict and problems in dealing with customers constructively and appropriately.
• 4) Independently prepares written documents such as correspondence, memoranda, reports, pamphlets, and similar documents daily.
• 5) Documents and completes an electronic record explaining all actions performed.

Note: Evidence of specialized experience must be supported by detailed documentation of duties performed in positions held on your resume. You must provide work experience information such as hours per week, salary, and starting/ending dates of employment (month and year format) to establish you have one (1) full year of Specialized Experience at or comparable to the required grade level.

There is no educational substitution at GS-06 grade level.

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/.