Lead Information Receptionist

Summary Incumbent will be assigned to Community Engagement and Veteran Experience with their primary assignment at the information desk located at the primary visitor entrance to the medical center or any other area where patients and visitors would seek information or standing in strategic locations where patients and visitors need way finding assistance as directed by supervisor. Leads a team of employees who perform work at the GS-3 and GS-4 levels. Responsibilities The Community Engagement and Veteran Experience program has direct oversight responsibilities of the information desk, patient escort, and the Volunteer Transportation Network. This position is intended to assist patients and visitors where they need assistance, “information desk” means the main information/reception desk, or any other area where patients and visitors would seek information or standing in strategic locations where patients and visitors need wayfinding assistance as directed by supervisor. In this dynamic health care environment, the incumbent performs the following Community Engagement & Veteran Experience duties. Leads a team of employees who perform work at the GS-3 and GS-4 levels. Provides guidance and technical direction for accomplishing the work of the team, ensuring work assignments of employees on the team is carried out. Works with the supervisor in the assignment of functions of team members to meet routine and unusual deadlines and priorities. As the work leader, ensures the work assignments of employees in assigned unit are carried out. Distributes and balances workload and tasks among employees in accordance with established workflow and/or job specialization. In case shortage of personnel due to scheduled or unscheduled leave, the incumbent will be responsible for filling in as necessary and for distributing the workload to other team members to ensure smooth workflow. Ensures timely accomplishment of assigned tasks and ensures that each employee has enough work to keep busy. Monitors the status and progress of work and makes day-to-day adjustments m accordance with established priorities. Maintains current occupational and regulatory knowledge and answers questions and inquiries of other employees on procedures, policies and directives. Trains or arranges for the training of team members in the accomplishment of tasks and projects. Gives on the-job training to new employees in accordance with established procedures and practices. Monitors and reports on the status and progress of work, checks on work in progress and reviews completed work to see that the supervisors instructions on work priorities, methods, and quality have been met. Obtains assistance and/or needed information from the supervisor on unusual, unexpected, or difficult problems that may arise or backlogs that cannot be disposed of promptly. Checks work in progress or spot checks work not requiring review, and reviews completed work to see that the supervisors instruction on work sequence, procedures and deadlines have been met. Amends or rejects work not meeting established standards; referring questions or matters not covered by standards and problems in meeting performance standards to the supervisor. Serves as a timekeeper and remains current on all timekeeping training and requirements. The incumbent will operate government vehicles, to include passenger cars and vans, and large parking lot shuttle carts. Travel is generally local and will include transporting Veterans and families who lodge at our Fisher House. Work Schedule: Monday – Friday, 8:00 am – 4:30 Compressed/Flexible: Not Approved Telework: This position is not authorized for telework. Position Description/PD#: Lead Information Receptionist/PD80394A Relocation/Recruitment Incentives: 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 You may be required to serve a probationary period Subject to background/security investigation Selected applicants will be required to complete an online onboarding process Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP) Participation in the Coronavirus Disease 2019 (COVID-19) vaccination program is a requirement for all Veterans Health Administration Health Care Personnel (HCP) – See “Additional Information” below for details. Qualifications To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 10/31/2024. General Experience: You must have one year of general experience to qualify for this position. Examples of general experience would typically include, but are not limited to: Customer service experience. Oral and written communication. Knowledge of procedures for operating motor vehicles, including cars and trucks. Providing instructions, details and information to customers. Evaluate inquires to determine useful and appropriate information. Provide assistance/escort to others and receive and direct calls. Distributes and balances workload and tasks among employees in accordance with established workflow and/or job specialization. OR Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have 2 years above high 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 the High School level. 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-5 position you must have served 52 weeks at the GS-4. 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 will be rated on the following Competencies for this position: Communications Computer Skills Customer Service Decisiveness Vehicle Operation 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: Work is performed throughout the Medical Center and includes extensive walking, standing, bending, carrying of light items such as papers, books, etc., pushing visitors in wheelchairs. No special physical demands are required to perform the work. Work is performed in adequate, lighted and climate controlled areas and may also require assistance to visitors located outdoors for short periods of time. For more information on these qualification standards, please visit the United States Office of Personnel Managements 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 Receiving Service Credit or 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. Pursuant to VHA Directive 1193.01, VHA health care personnel (HCP) are required to be fully vaccinated against COVID-19 subject to such accommodations as required by law (i.e., medical, religious or pregnancy). VHA HCPs do not include remote workers who only infrequently enter VHA locations. If selected, you will be required to be fully vaccinated against COVID-19 and submit documentation of proof of vaccination before your start date. The agency will provide additional information regarding what information or documentation will be needed and how you can request a legally required accommodation from this requirement using the reasonable accommodation process. 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 applicants 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.