The incumbent serves as a Red Coat Transport Ambassador Guest Relations for the Office of Veteran Experience with primary duties and responsibilities supporting the Office of OVEE and/or Service Chief. The position is in the Office of Veteran Experience section under the Office of the Director. Incumbent is physically located at or near a main entrance of the campus and/or supporting information desk. Outpatient Escort Services, and wheelchair management for outpatient appointment.

Duties

Major Duties and Responsibilities Guest Relations and Patient Transport: The incumbent carries out required performance of this position as transportation program support assistant Guest Relations Program to the Office of Veteran Experience. The program is designed to provide Veterans/patients, their families and visitors with staff who can respond quickly to inquiries, identify problems, and improve the experience of those visiting the campus. The services are designed to respond to customer's immediate needs including navigation, direction, and information assistance. As a key challenge for patients, navigating the campus will be a primary focus along with providing a positive first impression. For those who do not know how to access medical center programs and/or services, personal assistance will be provided by the staff. The incumbent 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. In this role, the incumbent performs these responsibilities using skills that will foster a culture of care at the VA facility. The incumbent is assigned to the Office of Veteran Experience and Employee Engagement. The incumbent performs customer service guest relations, shows understanding, friendliness, courtesy, tact, empathy, cooperation, concern, politeness respect and dignity to others; relates well to people from varied backgrounds and different situations. The incumbent receives, greets and direct callers over the telephone and in person with precise clear instructions. incumbent provides a variety of information about the organization, its functions, and activities and is able to meet the needs of the individual and explain in general terms the information in a way that is understandable to the target audience. or to resolve the confusion surrounding the inquiry. The incumbent provides the assistance requested to ease the experience of the customer. The incumbent directs Veterans, visitors, and callers to appropriate staff member and/or department based on specific requests or by determining the nature of the need and initiates service recovery when needed. The incumbent takes accurate messages and ensures their delivery to support a responsive culture to the customer. The incumbent provides personal wayfinding assistance and often takes Veterans and visitors to locations when they have difficulties with instructions provided. The incumbent provides excellent customer service via the telephone and face-to-face simultaneously. The incumbent ensures customers are greeted with respect and dignity. The incumbent can perform under pressure and under difficult circumstances and monitors emergency situations and responses. Inquires vary widely and information given requires an explanation of office functions, describing specific requirements, providing basic instructions, or a similar degree of detail. Inquiries received sometimes require evaluation to determine the most useful appropriate information, resolve inconsistencies in available information, or provide alternatives. The incumbent will personally work with customers in determining the nature of the need, question, or complaint, respond to questions, provide information, and navigation guidance, and refer matters to the appropriate area supervisor and/or patient representative for action as appropriate. The incumbent performs work of general office support which encompasses a variety of different duties and responsibilities. Work Schedule: Monday thru Friday 7:30AM to 4:00PM Virtual: This is not a virtual position. Position Description/PD#: Information Receptionist/PD92171A Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): Not Authorized

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 10/07/2024. 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-4 position you must have served 52 weeks at the GS-3. 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. Customer Service Experience is Preferred but not required. General Experience: You must have one year of general experience that indicates ability to acquire the particular knowledge and skills needed to perform the duties of the position to be filled. Examples of experience would may include, but are not limited to: Assist patients and visitors by answering questions and providing information on the organization, activities, and personnel of the facility. Act as patient advocate by taking complaints and trying to fix the problem; if it cannot be corrected send to proper personnel. Assist patients with courtesy, empathy and friendliness. Provides excellent customer service which may include effectively dealing with individuals who are difficult, hostile or distressed. Offer directional assistance by escorting patients and visitors to and from their destination by walking, pushing a wheelchair/stretcher and/or including driving the golf cart. Computer use; involving light typing, looking up patient appointment information. Tracking information on databases and spreadsheets. Keeps work area organized and equipment clean and functional. Make sure information desks are stocked with correct and clearly defined informational resources for the staff and patients. The information provided should be clear, concise and meet the needs of our population. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have successfully completed 2 years education above the high school level (i.e., 60 semester hours) in any field for which high school graduation or the equivalent is the normal prerequisite. NOTE: 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. 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 GS-3 education requirement (i.e., successfully completed 1-year education above high school).You will be rated on the following Competencies for this position:AgilityComputer SkillsCustomer ServiceManages and Organizes InformationExperience 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. Specialized Experience: Assist patients and visitors by answering questions and providing information on the facility's organization, activities, and personnel. Assist patients with courtesy, empathy, and friendliness. Provides excellent customer service, which may include effectively dealing with individuals who are difficult, hostile, or distressed. Offer directional assistance by escorting patients and visitors to their destinations, requiring extended periods of walking, prolonged standing, wheelchair pushing, stretcher operation, and bending or kneeling to assist patients. Provide safe and efficient transportation for patients and visitors, including operating and driving the golf cart. Computer use involves light typing, looking up patient appointment information, and tracking information on databases and spreadsheets. Keeps work area organized and equipment clean and functional. Ensure information desks are stocked with correct and clearly defined informational resources for the staff and patients. The information provided should be clear and concise and meet the needs of our population. 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. Heavy lifting of 45 pounds or more Moderate carrying of 15-44 pounds Straight pulling for up to 2 hours Pushing up to 4 hours Use of fingers, both hands and legs required Walking and standing for 4 hours Repeated bending for up to 4 hours Ability for rapid, simultaneous mental and muscular coordination 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

Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have successfully completed 2 years education above the high school level (i.e., 60 semester hours) in any field for which high school graduation or the equivalent is the normal prerequisite. A transcript must be submitted with your application if you are basing all or part of your qualifications on education. This education must have been obtained in an accredited college or university. Transcripts (unofficial) are required at time of application. A transcript or course listing must be submitted 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 Ann Arbor VA Medical Center 2215 Fuller Road Ann Arbor, MI 48105 US
• Name: Robert Coman
• Phone: 734-596-3797
• Email: [email protected]