As a Program Support Assistance Guest Relations Red Coat Ambassador. The position is within the Communications and Stakeholder Relations service line with primary duties and responsibilities supporting the Guest Relations Program. The incumbent is physically located at or near a main entrance of the campus and/or supporting the Information Desk. This position has the direct responsibility and support for Guest Relations Information, Patient Satisfaction, Escort Services and wheelchair management

Duties

The Program Support Assistant is required to carry out performance of Guest Relations Program to the Communications and Stakeholder Relations Department. This position has the direct responsibility and support for Guest Relations Information, Patient Satisfaction, Escort Services and wheelchair management. The program is designed to provide Veterans/patients, their families and visitors with staff who can respond quickly to inquiries, identify problems, and aid to improve the experience of those visiting the campus. The services are designed to respond to the customers immediate needs including navigation, direction, information and other assistance as needed by the customer.. The Program Support Assistant 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. Duties will include, but not limit to the following: Performs customer service guest relations, shows understanding, friendliness, courtesy, tact, empathy, cooperation, concern, politeness respect and dignity to others. Greets and direct callers over the telephone and in person with precise clear instructions. Provides information about the organization, its functions, and activities. Directs Veterans, visitors and callers to appropriate staff member and/or department based on specific request or by determining the nature of the need and initiates service recovery when needed. Take accurate messages and ensures their delivery to support a responsive culture to the customer. Information given requires explanation of office functions, describing specific requirements, providing basic instructions, or a similar degree of detail. Addresses customers by answering questions concerning the location of outpatient clinics, inpatient area pharmacy, radiology and lab services and other areas of the medical center. Demonstrates practice of using interpersonal communication skills which foster effective working relationships with Veterans, volunteers, staff, community groups, students, business associates and the general public. Operates the computer and photocopy machines to make copies of forms, letters, etc. from the original, assembles and staples copied materials and distributes completed photocopy work as directed. Responsible for all administrative functions of the program. Work Schedule: Monday-Friday 8:00 a.m. to 4:30 p.m. Telework: Not available. Bargaining Unit Position: Yes Virtual: This is not a virtual position. Position Description/PD#: Program Support Assistant / 09088-A Relocation/Recruitment Incentives: Not authorized. Financial Disclosure Report: Not required

Requirements

• You must be a U.S. Citizen to apply for this job
• Designated and/or random drug testing may be required
• 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

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 08/25/2023. 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-03 position you must have served 52 weeks at the GS-02. 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. 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: GS-03 -Program Support Assistant Specialized Experience: Applicants must have six (6) months of general experience. General experience is defined as: Demonstrates the ability to effectively communicate, both verbally and in writing; Providing clerical and/or administration support in a medical center or hospital. NOTE: 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. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have 1 year of education above high school level. This education must have been obtained in an accredited business, secretarial or technical school, junior college, college or university for which high school graduation or the equivalent is the normal prerequisite. 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. (TRANSCRIPTS REQUIRED) OR, Combination: Applicants may also combine education and experience to qualify at this level. Equivalent combinations of successfully completed post-high school education and experience may be used to meet total experience requirements. (Copy of Education Transcript is Required) You will be rated on the following Competencies for this position: 1. Customer Service. 2. Communication 3. Decision Making 4. Flexibility 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.

Education

A transcript must be submitted with your application if you are basing all or part of your qualifications on education.

PLEASE NOTE: Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications (particularly positions with a positive education requirement). Therefore, applicants must report only attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education. Applicants can verify accreditation at the following website: http://www.ed.gov/admins/finaid/accred/index.html. All education claimed by applicants will be verified by the appointing agency accordingly. 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.

Contacts

• Address John J Pershing VA Medical Center 1500 North Westwood Boulevard Poplar Bluff, MO 63901 US
• Name: Jerome Edmonds
• Phone: (573)712-3971
• Email: [email protected]