This position serves as the first point of contact for the majority of Veterans and visitors arriving to the St. Cloud VA health Care System (STCVAHCS) main facility. It is located in the Veteran Services Department of health Administration Service (HAS). They serve at the information desk or any other area where patients and visitors would seek information and stand in strategic locations where patients and visitors need wayfinding assistance, which may include outdoors in inclement weather.

Duties

Provides support in overall operation and integration of internal screening functions at the main entrance of the St. Cloud VA campus. Consults with clinical and administrative staff to assist Veterans with limited mobility; coordinate coverage needs; escort Veterans; sanitize wheelchairs and conduct general review of Veteran and departmental needs within Health Administration Service (HAS). Responsible for conducting appropriate follow-up activities, updating Standard Operating Procedures (SOPs) and providing on-the-job training to staff in the Information Receptionist role. Assists with planning and coordination of a variety of duties required to support screening functions, maintain necessary staffing and ensure suitable flow of traffic entering/leaving the facility. Acts as the liaison between Information Reception Staff and Veteran Services Supervisor for all customer service related needs and functions. Responsible for ensuring favorable interpersonal relations with management, volunteers, staff, and all customers are maintained. Supports the facility's High Reliability Organization (HRO) journey by leading safety huddles, maintaining the workgroup's virtual huddle board and rolling up any safety topics or process improvement opportunities to senior leadership through tiered huddle system. Analyzes safety trends within the facility and provides feedback to Service Line Safety Officers. Work Schedule: Monday - Friday, 6:00am to 2:30pm or 8:00am to 4:30pm Telework: This position is not eligible for telework Virtual: This is not a virtual position. Position Description/PD#: Information Receptionist/PD90480-0 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 by the closing date of this announcement, 02/23/2024. Minimum Qualification Requirements: You may qualify based on your experience and/or education as described below: Specialized Experience: One full year (52 weeks) of specialized experience equivalent to at least the next lower grade GS-4 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: providing support in the overall operation and integration of internal screening functions; consulting with clinical and administrative staff to assist Veterans with limited mobility, coordinating coverage needs; escorting Veterans; sanitizing wheelchairs and conducting general reviews of Veteran and departmental needs within Health Administration Services (HAS); conducting follow-up activities; updating Standardized Operating Procedures (SOP); and, providing on-the-job training to staff in the Information Receptionist role. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have successfully completed education above the four (4) years of high school in any field for which high school graduation or the equivalent is the normal prerequisite, is creditable. NOTE: This education must have been obtained in an accredited business, secretarial or technical school, junior college, college, or university. 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. NOTE: Only education in excess of the first 60 semester hours (i.e. beyond the second year) is creditable toward meeting the specialized experience requirement. Preferred Experience: Possess in-depth knowledge of St. Cloud VA services. Familiar with Information Reception and Telephone Operator duties and responsibilities. Experience with the VA software systems such as JPSR, DBRS, VA Police Immediate Notification, VISTA, Cisco phone system. VA Sharepoint, LEAF, and Microsoft Office products. Comfortable coordinating and collaborating across multiple service lines. Familiar with making over-head announcements. You will be rated on the following Competencies for this position: AccountabilityCustomer Service (Clerical/Technical)Decision MakingFlexibilityLeadership 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: You will be asked to participate in a pre-employment examination or evaluation as part of the pre-employment process for this position. Questions about physical demands or environmental factors may be addressed at the time of evaluation or examination. 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/.

Contacts

• Address St Cloud VA Medical Center 4801 Veterans Drive St Cloud, MN 56303 US
• Name: Yalonda Smith
• Phone: 6124675071
• Email: [email protected]