Summary This position is located in Veteran Services within the Health Administration Service (HAS) at the St. Cloud VA Health Care System. The primary purpose of the position is to provide frontline information services, telephone switchboard operations, and administrative support that facilitate access to care, safe patient movement, accurate communication flow, and compliance with regulatory requirements. Responsibilities Major duties include, but not limited to: Information Desk and Visitor Reception: Serve as the first point of contact for Veterans, visitors, and staff entering the facility. Direct individuals to the correct service line location, clinic, or office using facility maps and/or appointment information systems. Contacts the courtesy shuttle when transportation assistance is requested. Resolves simple concerns directly and refers complex issues to Patient Advocates. Telephone Operator and Communications Support: Operates the facility switchboard by answering calls, determining caller needs, and routing calls to the proper extension. Responsible for handling local, long-distance, and collect calls and responds to non-standard routing requests. Communicates professionally with a variety of callers. Administrative and Veteran Service Support: Conducts Veteran Health Identification Card (VHIC) identity proofing. Responsible for managing the Lost and Found program for the facility. Monitors the weather alert radio and issues weather announcements. Responsible for making over-head announcements using the public address and paging system. Orders routine supplies, assembles packets, and performs routine clerical tasks. Performs other duties as assigned. Work Schedule: Monday thru Friday, 8:00am - 4:30pm Compressed/Flexible: Not Authorized Telework: Not Authorized Virtual: This is not a virtual position. Position Description/PD#: Program Support Assistant/PD656-90379A Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): Not Authorized The VA Midwest Health Care Network advocates for a Whole Health System of care in each of the Medical Centers. This is an approach to healthcare that empowers and equips people to take charge of their health and well-being and live their lives to the fullest. As an employee operating in a Whole Health System of care, you will operate in a model with three core elements, seeking to create a personalized health plan for each Veteran. This is done in the @context of healing relationships and healing environments and a connection back to the Veteran's community. This aligns with the Veterans Health Administration (VHA) Mission Statement to Honor America's Veterans by providing exceptional health care that improves their health and well-being. Requirements Conditions of Employment You must be a U.S. Citizen to apply for this job To be considered for this position, you must complete all required steps in the process. In addition to the application and questionnaire, this position requires an online assessment. The online assessment measures critical general competencies required to perform the job. Physical Requirements: The work required does not inherently include any physical requirements essential for successful job performance that could not otherwise be performed with accommodation or workplace adjustment. A pre-placement physical examination is not required. 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 identification 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 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 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, 05/06/2026. You may qualify based on your experience and/or education as described below: Specialized Experience: Not required for the grade level of this position. General Experience GS-04: You must have at least one (1) year (52 weeks) of general experience with duties related to the position. General experience is 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. Examples of general experience would typically include, but are not limited to: familiarity with using locater tools, facility maps, and Veterans Health Information Systems and Technology (VistA); communication skills and ability to interact with others; awareness of Health Insurance Portability and Accountability Act (HIPAA), Privacy Act, and Veteran Affairs (VA) information security requirements. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have two (2) years of education above High School. (TRANSCRIPTS REQUIRED). OR, Combination: Applicants may also combine education and experience to qualify at this level. You must have equivalent combinations of general experience and successfully completed post-high school education. (TRANSCRIPTS REQUIRED). Physical Requirements/Demands: Primarily sedentary with periods of walking, standing, reaching, pushing wheelchairs, carrying folders, and cleaning wheelchairs. Working Conditions/Environment: Works in the facility's main entrance area and nearby reception or office spaces, with frequent contact with individuals who may be confused, distressed, or experiencing mobility limitations. The environment includes routine noise and activity associated with public areas and periods of high foot traffic. The incumbent may encounter emotionally upset or uncooperative individuals and must follow established procedures to ensure safe interactions. Outdoor weather conditions may affect the work area briefly when assisting patients near entrances. Safety precautions are required for wheelchair movement and emergency communication tasks. 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 A transcript must be submitted with your application if you are basing all or part of your qualifications on education. 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 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. Reasonable Accommodation (RA) Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application. Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments, based on your adjudication decision. You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments if you received the link after the close of the announcement. To determine if you need a RA, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments. 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. VA may offer newly-appointed Federal employee's credit for their job-related non-federal experience or active duty uniformed military service. 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. The Interagency Career Transition Assistance Plan (ICTAP) and Career Transition Assistance Plan (CTAP) provide eligible displaced VA competitive service employees with selection priority over other candidates for competitive service vacancies. To be qualified you must submit appropriate documentation (a copy of the agency notice, your most recent performance rating, and your most recent SF-50 noting current position, grade level, and duty location) and be found well-qualified for this vacancy. To be well-qualified: applicants must possess experience that exceeds the minimum qualifications of the position including all selective factors, and who are proficient in most of the required competencies of the job. Information about ICTAP and CTAP eligibility is on OPM's Career Transition Resources website at http://www.opm.gov/policy-data-oversight/workforce-restructuring/employee-guide-to-career-transition/.
