Summary This position is located in the Department of Veterans Affairs (VA), Veterans Health Administration (VHA), Mid-Atlantic Health Care Network (VISN 6), Durham VA Medical Center (VAMC), in the Executive Director's Office under the Customer Service and Veteran Experience Service. This position is physically located at the Garner VA Clinic in Garner, NC. Responsibilities Duties include, but are not limited to: Guest Relations and Patient Assistance Serves as the initial and the final point of contact for guests entering and leaving the facility Respond quickly to inquiries, identify problems, and improve the experience of those visiting the campus Respond to immediate customer needs including navigation, direction, and information assistance Performs customer service and guest relations Receives, greets and direct callers over the telephone and in person with precise, clear instructions Takes accurate messages and ensures their delivery to support a responsive culture to the customer Administrative Assistance Provides administrative proficiency for the Service Entry of work orders for lobby area Updating reference guides for volunteers and ambassadors Ordering reproduction requests or forms needed for the work assigned Circulating through key lobby areas to deliver amenities to waiting patients Supporting large activities/events for patient/employee or public attendance Work Schedule: Monday - Friday, 07:30 am - 4:00 pm Virtual: This is not a virtual position. Position Description/PD#: Red Coat Ambassador/PD07014A Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): Not Authorized Requirements Conditions of Employment You must be a U.S. Citizen to apply for this job Selective Service Registration is required for males born after 12/31/1959 Subject to background/security investigation Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued dentification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP) As a condition of employment for accepting this position, you will be required to serve a 1-year probationary period or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider: your performance and conduct; the needs and interests of the agency; whether your continued employment would advance organizational goals of the agency or the Government; and whether your continued employment would advance the efficiency of the Federal service. Upon completion of your probationary period or trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest. Qualifications To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 04/06/2026. 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-4 position you must have served 52 weeks at the GS-3. 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 and/or education as described below: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-3 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: progressively responsible clerical, office, or other work that indicates ability to acquire the particular knowledge and skills needed to perform the duties of the position to be filled. Experience includes performing work such as entering data, maintaining records, answering phones, filing items, and using and completing forms, etc. You will be rated on the following Competencies for this position: Customer Service Customer Service (Clerical/Technical) Flexibility Information Management Integrity/Honesty Interpersonal Skills Interpersonal Skills Physical Strength Reasoning Self-Management Teamwork 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 incumbent is required to stand and walk for prolonged periods of time along with sitting at computer for extended periods of time to perform work. The incumbent may be required to push a patient in a wheelchair, bend or kneel to obtain information or assist patients. If wheelchairs are unavailable at the point of entry, incumbent may be asked to assist in rounding up chairs for patient use and sanitizing chairs per established protocols (typically using approved sanitation wipes between patient use or similar product provided by the facility). The incumbent is required to carry light objects such as files, clipboards, medical records, etc. Work Environment: Work is performed in a healthcare environment responsible for treating patients with a wide variety of medical and mental health conditions. Work may be performed in an indoor and/or outdoor setting, which may involve a wide variety of environmental conditions. The incumbent may be exposed to communicable diseases. Safety precautions are sometimes necessary which may involve approved personal protective equipment specific to the position and when directed by the facility. 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/. Education There is no educational substitution at this grade level. Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: https://sites.ed.gov/international/recognition-of-foreign-qualifications/. Additional Information Receiving Service Credit for Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed. This job opportunity announcement may be used to fill additional vacancies. If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement. Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act.
