Social Worker - Patient Representative/Advocate

US-Department-of-Veterans-Affair; Des Moines (IA); On-site; USD 65,000 - 90,000; Full time

Job summary

The US Department of Veterans Affairs assigns Patient Representatives/Advocates to resolve complaints and support service recovery, working with Service Line Advocates to address patient experiences of care.

They collaborate with facility staff to create and implement initiatives that improve patient experiences and serve as a resource to Veterans, their caregivers, and VA staff on VA benefits and entitlements.

Qualifications

• MSW with CSWE accreditation is required.
• Licensure/certification in state to independently practice social work at MSW level is required or will be required within specified timelines.
• Grandfathering provisions may apply for current VA employees as described in the standard.

Responsibilities

• Resolve complaints and support service recovery for Veterans and families.
• Collaborate with Service Line Advocates to address patient experience issues.
• Provide guidance on VA benefits and entitlement programs to Veterans, caregivers, and VA staff.
• Support facility staff in developing initiatives to improve patient experience.

Skills

Veteran-centric approach

PSYCHOSOCIAL assessment

Treatment planning

Crisis intervention

Interdisciplinary collaboration

Education

Master's degree in social work (CSWE accredited)

Job description

The Patient Representative/Advocates are responsible for complaint resolution with service recovery, working with Service Line Advocates, to help resolve issues with the patients about their experiences of care. They collaborate with other facility staff in the creation, development, and implementation of initiatives and actions that improve patient experience. They serve as a resource to Veterans, their caregivers, and VA staff on general VA benefits and other entitlement programs.

Basic Requirements

• United States Citizenship: Be a citizen of the United States. Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.
• English Language Proficiency: Social workers must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, chapter 3, section A, paragraph 3j, this part.
• Education Requirement: 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. Verification of the degree can be made by going to http://www.cswe.org/Accreditation to verify that the social work degree meets the accreditation standards for a masters of social work.
• Licensure Requirement: 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. Current state requirements may be found by going to http://vaww.va.gov/OHRM/T38Hybrid/.
  • 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

GS-9 (Entry Level):

Experience and Licensure: None beyond the basic requirements.

• For appointments at the GS-9 grade level, VHA social workers who are not licensed or certified at the time of appointment must become licensed or certified at the independent, master's level within three years of their appointment as a social worker. Most states require two years of post-MSW experience as a prerequisite to taking the licensure/certification exam, and VHA gives social workers one additional year to pass the licensure/certification exam.
• Demonstrated Knowledge, Skills, and Abilities: In addition to the experience above, the applicant's resume must demonstrate all of the following KSAs.
  • Ability to utilize a Veteran centric approach when providing interventions and counseling for Veterans, their family members, caregivers, and survivors.
  • Ability to assess the psychosocial functioning and needs of Veterans and their family members, and to formulate and implement a treatment plan, identifying the Veterans problems, strengths, weaknesses, coping skills, and assistance needed.
  • Ability to implement treatment modalities in working with individuals, families, and groups to achieve treatment goals. This requires judgment and skill in utilizing supportive, problem solving, or crisis intervention techniques.
  • Ability to establish and maintain effective working relationships and communicate with clients, staff, and representatives of community agencies.
  • Fundamental knowledge of medical and mental health diagnoses, disabilities, and treatment procedures. This includes acute, chronic, and traumatic illnesses/injuries; common medications and their effects/side effects; and medical terminology.

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, the applicant's resume must demonstrate all of the following KSAs.
  • Knowledge of community resources, how to make appropriate referrals to community and other governmental agencies for services, and ability to coordinate services.
  • Skill in independently conducting psychosocial assessments and treatment interventions to a wide variety of individuals from various socio-economic, educational, and other backgrounds.
  • 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.
  • 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.
  • 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.

All qualifying experience you possess must be clearly described in your application package. We will not make assumptions when reviewing applications. Failure to demonstrate your experience in your resume may result in disqualification. It is strongly recommended that you write to each KSA in your application package.

Reference

For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/.

The full performance level of this vacancy is GS-11. The actual grade at which an applicant may be selected for this vacancy is in the range of GS-9 to GS-11.

Physical Requirements

You will be asked to participate in a pre-employment examination or evaluation as part of the pre-employment process for this position. Questions about physical demands or environmental factors may be addressed at the time of evaluation or examination.