The incumbent will serve as a Veteran customer service representative for the VA Southern Oregon Rehabilitation Center and Clinics (SORCC) Health Care System, Veteran Experience and Community Care Office in White City, OR. In many cases the incumbent will be the initial contact for Veterans or visitors to the medical center and will work with volunteer greeters and informational helpers.

Duties

Major Duties include but is not limited to: Communicates with Veterans, families and others in a pleasant and courteous manner to provide exceptional customer service Provides information to Veterans regarding programs (times, procedures and points of contacts) as well as providing wayfinding assistance, service recovery support, surveys and public relations and general information to assist veterans/customers navigation throughout SORCC May review and confirms appointments, compose routine written requests and data reports to Veteran Experience and Community Office Chief Uses computer systems to include Outlook and SharePoint to enter and communicate key data and information to Veterans, families, community partners and staff Supports the activities, staff and coordinators with various projects and events Posses good verbal communication skills, willingness to learn and develop in a fast paced professional setting, Must be able to stand occasionally for long periods of walking, standing and pushing a wheelchair Must be able to communicate well both orally and in writing Posses computer skills to use CPRS, Instant Messaging, Outlook, Excel, PowerPoint, Word and SharePoint Answers questions and provide positive feedback to patients, family members and visitors Greets all visitors entering the main entrance, provides information and give directions to Veterans, families and other abo the VA SORCC and any new or altered annex areas or buildings Screens complaints and concerns and electronically communicate issues to the VECO staff Provides coverage to VECO staff completing projects such as filing, photocopying documents and letters, phone coverage an office reception duties, mailing of various information materials to patients, employees, volunteers, veteran service organizations, process customer service awards, special events and customer service training as needed Work Schedule: Monday - Friday, 8:00 am to 4:30 pm Telework: Not Eligible Virtual: This is not a virtual position. Position Description/PD#: Information Receptionist/PD90374-A Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements within 30 days of the closing date of this announcement, 10/23/2023. 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 within 30 days of the closing date of this announcement. Applicants may be advanced without time restriction to positions up to GS-05 if the position to be filled is no more than two grades above the lowest grade the employee held within the preceding 52 weeks under his or her latest non-temporary competitive appointment. For this position, GS-04 applicants must have held at least a GS-02 level position 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: General Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-03 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Greets visitors who enter the main entrance; Screen complaints and concerns getting them to the appropriate staff for resolution; Provides filing, photocopying of documents and letter, phone coverage and office reception duties. Provides exceptional customer service to provide information regarding supported programs times, procedures, and points of contacts; Provides public relations information and general assistance helping veterans navigate throughout the facility; Transmits information in letter and memorandums; uses compute systems to include Outlook and SharePoints to enter and communicate key data and information to veterans, families, community partners and staff . OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have 2 years of education above high school - 60 credit hours. Transcript required OR, Combination: Applicants may also combine education and experience to qualify at this level. You must have an equivalent combination of general experience and education beyond high school. One year of education post high school - 30 credit hours. Transcript required You will be rated on the following Competencies for this position: CommunicationFlexibilitySelf-Management 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 work requires some physical exertion such as bending, pushing wheelchairs, walking, lifting boxes of VA materials and standing. Must be physically able to stand occasionally for long periods of walking, standing and pushing wheelchairs. Uses safe practices when assisting patients to and from vehicles. Adheres to established safety regulations. 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: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.

Contacts

• Address White City VA Medical Center 8495 Crater Lake Highway White City, OR 97503 US
• Name: Merlinda Winbush
• Phone: 702-791-9000 X14083
• Email: [email protected]