This position was created for the purpose of providing assistance to Veterans, their families, and visitors at the Ralph H. Johnson VA Medical Center. Will be assigned to Community Engagement and Veteran Experience with their primary assignment at the information desk located at the primary visitor entrance to the medical center or any other area where patients and visitors would seek information or standing in strategic locations where patients and visitors need wayfinding assistance.

Duties

The incumbent serves as the first point of contact for many of our customers by serving at the information desk or any other area where patients and visitors would seek information or standing in strategic locations where patients and visitors need wayfinding assistance as directed by the supervisor. The incumbent possesses the knowledge to address a wide range of patient and visitor inquiries regarding the Medical Center. He/she must use critical thinking skills to provide the most useful information or to suggest other productive sources of specific information applicable to the nature and subject of the inquiry. The incumbent must be able to identify situations of an emergent nature, so the patient's health and well-being are not jeopardized. All interactions with patients, their representatives and staff are courteous. The Medical Center has numerous and extensive organizational elements, and the number of key personnel and official served is very large; incumbent must act in a manner that is reflective of the Medical Center's customer service standards in every interaction with all visitors, Veterans, and key personnel. The incumbent talks in clear and simple language to ensure understanding. The incumbent receives visitors and callers, determines nature of business, and directs visitor or caller to his/her destination. Directs visitor or caller to his/her destination using verbal directions and/or medical center floor plan and/or information directories including using VISTA and Outlook on a PC. Responds to phone and face-to-face inquires. Calls other services/sections and units throughout the medical center to obtain information for visitor or caller, as appropriate. Answers the telephone and routes calls. Keeps information desk area clean and works with volunteers to assist Veterans and visitors. Assists visitors or patients with wheelchair requests and/or escort requests to appointments or clinics. Issues and documents issuance of wheelchairs to Veterans and visitors for temporary use. Restocks wheelchairs at the end of the day and maintains safe egress. The incumbent works with all customers in determining the need, question, or concern; and responds to questions, provides information (when appropriate to do so), and gives guidance. The incumbent is an "identifier" and "facilitator" in that this individual will not be involved in the resolution of difficult situations but will be able to determine potential opportunities for improvement and provide the information to the appropriate person/section. The incumbent assists with the distribution of information/education regarding various VA programs like My HealthleVet, VLER, recreation programs, and VIP visits and programs. Incumbent also assists Veterans in the utilization of kiosks for patient check-in, updating patient information, and similar use. Incumbents must remain up-to-date in frequent and extensive changes and reorganizations within the Medical Center including large-scale changes in functions and relocations of personnel that may create major and continuing problems in directing visitors and providing information. Work Schedule: Mon- Fri 0730-1600 pm Compressed/Flexible: Maybe Authorized Virtual: This is not a virtual position. Position Description/PD#: Information Receptionist/PD01777S Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Authorized Permanent Change of Station (PCS): Not Authorized PCS Appraised Value Offer (AVO): Not Authorized

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 10/17/2024. Time-In-Grade Requirement: Applicants who are current Federal employees and have held a GS grade at any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement. For a GS-04 position, you must have served 52 weeks at the GS-03. 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 a one-year time-in-grade, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates a 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. You may qualify based on your experience and/or education as described below: Specialized 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: OR, Customer Service, Communication/Service Recovery, Computer Skills 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. Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have OR, ???????Combination: Applicants may also combine education and experience to qualify at this level. You must have a combination of specialized experience and education beyond. You will be rated on the following Competencies for this position: CommunicationsComputer SkillsCustomer ServiceOperation of Motor VehiclesOrganizational Stewardship 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 along with sitting at the 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

There is no educational substitution at this grade level.

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 Ralph H Johnson Department of Veterans Affairs Medical Center 109 Bee Street Charleston, SC 29401 US
• Name: Sharonnie Haywood
• Phone: 678-296-7883
• Email: [email protected]