This position is in Nutrition and Food Services (NFS) located in a Department of Veterans Affairs Medical Center. The primary purpose of the position is to provide administrative and customer service support for the VA hospital food service program.

Duties

Practice excellent customer service skills in all forms of communication, either via telephone, e-mail, or in-person. The incumbent must also practice proper business telephone etiquette while answering the phone. When communicating with customers, incumbent will be pleasant, friendly, personable, and professional. Welcome callers courteously and identify themselves/ the service/ the organization. Communicates effectively via telephone and in-person and uses strong listening and speaking skills. Properly operates telephone equipment in order to transfer or place calls on hold. The incumbent will consider both verbal and nonverbal aspects of communication. Maintain the vital connection between Nutrition Communication Center (NCC) Associates, Registered Dietitian, higher graded dietetic technicians, food service staff, Nursing, patients, and guests. NCC Associate will follow local facility policies and standard procedures for patient feeding, including but not limited to missed patient meals, late tray requests, patient meal ordering, and adherence to prescribed therapeutic diet. Triages calls from inpatient units or outpatient clinics and procedure areas relating to patient meal trays or nourishments at the lowest level and will refer issues that cannot be resolved to Food Service Supervisor or other as determined by local policy. Retrieve computerized information/printouts to assist with tray and/or nourishment assembly such as standing orders, nourishment labels, tabulated recipe lists, and other simple information to assist in meal delivery. Organizes work to complete assignments. Has thorough knowledge of basic and routine modified diets and is able to provide basic level education and information on local facility therapeutic diets to patients, guests, and nursing staff. Makes referrals to dietetic technician and/or dietitian as needed for more thorough diet education Assists patients in selection of the proper foods according to their individual diet. Uses communication skills to converse with veteran's to accurately take menu orders via COTS Dietetic software System. Must possess multitasking skills when entering menu orders and improving quality of life of veterans through social interaction. Uses computer skills to precisely and swiftly move between functions in software systems and effectively log on and off the computer system. Conducts meal rounds on units after tray delivery to ensure patient satisfaction and provides service recovery and meal corrections when needed. Participates in Patient Satisfaction Survey process, from collection of data to making corrective actions based on results. Assists with Cultural Transformation activities when food is being served to assure patient safety is maintained. Completes all other duties as assigned. Work Schedule: 5:30am-7:30pm Virtual: This is not a virtual position. Relocation/Recruitment Incentives: Not Authorized Financial Disclosure Report: Not required Position Description Title/PD#: Physical Requirements: The work requires walking, standing, bending, lifting, and carrying of light items, such as food trays, instruction materials, books, and manuals. NCC Associate functions require long periods of sitting and moving about in an office environment, including repetitive motion activities of the hands and fingers for extensive keyboard and computer mouse use, and office tasks such as answering and holding a telephone phone, and writing. The work may require walking indoors, outdoors or to and from other areas of the medical center. It may be necessary to lift and/or push equipment. Incumbent is subject to periods continuous standing, sitting, walking and frequent stooping, reaching, pushing, pulling, and bending. Frequently lifts or moves objects weighing up to 20 pounds and pushing loaded carts of trays and/or nourishments.

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement. English Proficiency: In accordance with 38 U.S.C. 7402(d), No person shall serve in direct patient care positions unless they are proficient in basic written and spoken English. You must be proficient in basic written and spoken English in order to meet the requirements of this position. You may qualify based on your experience and/or education s described below: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-04 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: performing duties in food service in a hospital environment; knowledge of tray assembly area procedures; using dietetics software programs; familiarity with regular and modified diets; assisting with food selections; following verbal and written instructions; and using computer equipment, phone system, and printers. This position requires effective communication skills both verbally and in writing and good customer service. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have a bachelor's degree or four (4) years of education above the high school level with major study or at least 24 semester hours in subjects directly related to the position (i.e. nutrition, dietary therapy, food and nutrition science, food service systems management, etc.). This education must have been obtained in an accredited business or technical school, junior college, college or university for which high school graduation or the equivalent is the normal prerequisite. NOTE: Transcripts must be submitted with your application materials. Education cannot be credited without documentation. OR, Combination: Applicants may also combine education and experience to qualify at this level. An equivalent combination of successfully completed post-high school education (beyond the second year) and specialized experience, as described above, which meet the total qualification requirements for this grade level. This education must have been obtained at an accredited business, secretarial or technical school, junior college, college or university. NOTE: Your experience must be documented in your resume and transcripts are required. You will be rated on the following Competencies for this position: 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.. 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 Edward Hines Junior Hospital 5000 South 5th Avenue Hines, IL 60141 US
• Name: Latasha Hill
• Phone: 773-885-5727
• Email: [email protected]