Summary The incumbent serves as a Red Coat Transport Ambassador Guest Relations for the Office of Veteran Experience with primary duties and responsibilities supporting the Office of OVEE and/or Service Chief. The position is in the Office of Veteran Experience section under the Office of the Director. Incumbent is physically located at or near a main entrance of the campus and/or supporting information desk. Outpatient Escort Services, and wheelchair management for outpatient appointment. Responsibilities Major Duties and ResponsibilitiesGuest Relations and Patient Transport: The incumbent carries out required performance of this position as transportation program support assistant Guest Relations Program to the Office of Veteran Experience. The program is designed to provide Veterans/patients, their families and visitors with staff who can respond quickly to inquiries, identify problems, and improve the experience of those visiting the campus. The services are designed to respond to customer's immediate needs including navigation, direction, and information assistance. As a key challenge for patients, navigating the campus will be a primary focus along with providing a positive first impression. For those who do not know how to access medical center programs and/or services, personal assistance will be provided by the staff. The incumbent serves as the initial, as well as the final point of contact for guests entering and leaving the facility and is a key influence toward patient/public perception. In this role, the incumbent performs these responsibilities using skills that will foster a culture of care at the VA facility. The incumbent is assigned to the Office of Veteran Experience and Employee Engagement. The incumbent performs customer service guest relations, shows understanding, friendliness, courtesy, tact, empathy, cooperation, concern, politeness respect and dignity to others; relates well to people from varied backgrounds and different situations. The incumbent receives, greets and direct callers over the telephone and in person with precise clear instructions. incumbent provides a variety of information about the organization, its functions, and activities and is able to meet the needs of the individual and explain in general terms the information in a way that is understandable to the target audience. or to resolve the confusion surrounding the inquiry. The incumbent provides the assistance requested to ease the experience of the customer. The incumbent directs Veterans, visitors, and callers to appropriate staff member and/or department based on specific requests or by determining the nature of the need and initiates service recovery when needed. The incumbent takes accurate messages and ensures their delivery to support a responsive culture to the customer. The incumbent provides personal wayfinding assistance and often takes Veterans and visitors to locations when they have difficulties with instructions provided. The incumbent provides excellent customer service via the telephone and face-to-face simultaneously. The incumbent ensures customers are greeted with respect and dignity. The incumbent can perform under pressure and under difficult circumstances and monitors emergency situations and responses. Inquires vary widely and information given requires an explanation of office functions, describing specific requirements, providing basic instructions, or a similar degree of detail. Inquiries received sometimes require evaluation to determine the most useful appropriate information, resolve inconsistencies in available information, or provide alternatives. The incumbent will personally work with customers in determining the nature of the need, question, or complaint, respond to questions, provide information, and navigation guidance, and refer matters to the appropriate area supervisor and/or patient representative for action as appropriate. The incumbent performs work of general office support which encompasses a variety of different duties and responsibilities. Work Schedule: Monday - Friday 9:30AM to 6:00PM Compressed/Flexible: Not available Telework: Not available Virtual: This is NOT a virtual position Position Description Title/PD#: Information Receptionist/PD92171A Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized 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. Selective Service Registration is required for males born after 12/31/1959 Physical Requirements: There may be some walking, standing, bending, carrying of light items, driving of a golf cart, etc. Occasionally, relationships with Veterans can become intense and the incumbent is exposed to high levels of stress. As such, this position demands emotional stability. 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 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 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, 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, 06/25/2026. 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-04 position you must have served 52 weeks at the GS-03. 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. Interchange Agreement: Applicants must be eligible under the VA Interchange Agreement, having served continuously for at least one year in the other merit system under this interchange agreement. For more information regarding the VA Interchange Agreement please visit: https://www.opm.gov/policy-data-oversight/hiring-authorities/competitive-hiring/. Customer Service Experience is Preferred but not required. General Experience: You must have one year of general experience that indicates ability to acquire the particular knowledge and skills needed to perform the duties of the position to be filled. Examples of experience would may include, but are not limited to: Assist patients and visitors by answering questions and providing information on the organization, activities, and personnel of the facility. Act as patient advocate by taking complaints and trying to fix the problem; if it cannot be corrected send to proper personnel. Assist patients with courtesy, empathy and friendliness. Provides excellent customer service which may include effectively dealing with individuals who are difficult, hostile or distressed. Offer directional assistance by escorting patients and visitors to and from their destination by walking, pushing a wheelchair/stretcher and/or including driving the golf cart. Computer use; involving light typing, looking up patient appointment information. Tracking information on databases and spreadsheets. Keeps work area organized and equipment clean and functional. Make sure information desks are stocked with correct and clearly defined informational resources for the staff and patients. The information provided should be clear, concise and meet the needs of our population. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have successfully completed 2 years education above the high school level (i.e., 60 semester hours) in any field for which high school graduation or the equivalent is the normal prerequisite NOTE: 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. OR, Combination: Applicants may also combine education and experience to qualify at this level. You must have an combination of specialized experience and education beyond GS-3 education requirement (i.e., successfully completed 1-year education above high school).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 wheelchair, bend, or kneel to obtain information or assist patients. The incumbent is required to carry light objects such as files, clipboards, medical records, etc. Heavy lifting of 45 pounds or more Moderate carrying of 15-44 pounds Straight pulling for up to 2 hours Pushing up to 4 hours Use of fingers, both hands and legs required Walking and standing for 4 hours Repeated bending for up to 4 hours Ability for rapid, simultaneous mental and muscular coordination 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/. 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.
