Summary The incumbent serves as the Supervisor, - Red Coat Ambassadors, under the direct supervision of the Chief, Community Relations and Engagement Department for the WJB Dorn VA Medical Center. The incumbent's primary focus is to provide direct oversight for the - Red Coat Ambassadors, including providing assistance and support to the Service Chief, patients, and families, and to subordinate ambassadors. Responsibilities Major duties include but are not limited to: Subordinate Supervision Plans and schedules daily assignments and adjusts staffing levels or procedures within the unit to accommodate patient flow and demand. Utilizes workload and other data to formulate maximum facility coverage with available resources and staffing and works with higher level managers to determine additional needs for the program. Communicates with various departments and employees to address facility needs identified by themselves, their subordinates, and Veterans and other stakeholders. Interviews candidates for positions in the unit; recommends appointments, promotions, and reassignments to unit positions, identifies and provides for training needs. Receives and resolves complaints from employees and finds ways to improve production or increase the quality of work within the area of authority. Carries out Equal Employment Opportunity policies and program activities. Program Management Support Provides technical and administrative supervision to a unit of 30 GS-0305-04 Information Receptionists. Oversees the daily operation of the unit and ensures that agency policies and priorities are being followed. Works closely with all services and departments within the facility, including but not limited to Stakeholders, Volunteer Service, Medical and Ancillary Services, Engineering, and other to provide a positive experience for Veterans, families, and other stakeholders. Ensures that Ambassador functions supportive to clinical areas, such as providing directions to patients and on-time appointment arrivals are carried out in a collaborative and efficient manner. Adjusts operations to accommodate resource allocation decisions made at higher echelons and justifies the purchase of new equipment and staffing requests. Oversees the development of technical data, statistics, comments, and suggestions that is useful to higher level managers in deciding which goals and objectives to emphasize. Utilizes available resources to find ways to improve production or increase the quality of work within the area of authority. Performs other duties as assigned. Work Schedule: Monday through Friday, 8:00am - 4:30pm; Additional hours may be required as needs arise for department Telework: Not Authorized Virtual: This is not a virtual position. Position Description/PD#: Supervisory Information Receptionist/PD01650A Relocation/Recruitment Incentives: Not Authorized Requirements Conditions of Employment You must be a U.S. Citizen to apply for this job Selective Service Registration is required for males born after 12/31/1959 You may be required to serve a probationary period Subject to background/security investigation Selected applicants will be required to complete an online onboarding process Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP) Participation in the Coronavirus Disease 2019 (COVID-19) vaccination program is a requirement for all Veterans Health Administration Health Care Personnel (HCP) - See "Additional Information" below for details. Qualifications To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 10/15/2024. 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-7 position you must have served 52 weeks at the GS-6. 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. Selective Placement Factor: A selective placement factor is a knowledge, skill, or ability (KSA), or Federal or State requirement for licensure or certification that is essential for performing the duties and responsibilities of a particular position. Applicants who do not meet a selective placement factor will be assigned an ineligible rating and are screened out of the applicant pool. The selective placement factors for this Supervisory Information Receptionist position are the following: Possess working experience in customer service and problem solving. Documented experience progressively of basic or commonly used rules, procedures, or operations that typically requires some previous training or experience and indicates ability to acquire the particular knowledge and skills needed to perform the duties of a Supervisory Information Receptionist. You may qualify based on your experience as described below: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-6 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 information and assistance in support of customer service functions in a medical treatment facility; utilizing automated systems to maintain and retrieve healthcare records; and assisting with workload distribution among subordinates. Preferred Experience: Skillful in customer service application. Adept collaborator with Veterans, visitors, and staff. Knowledge in organizational units, functions, and key personnel within clinic. Ability to stand, walk and push wheelchairs. Masterful with screening request according to priority, referring inquiries to appropriate sources. Research and resolve issues and concerns. Computer proficiency. Health Systems Data Management, Information Management. Knowledge of HIPAA policies and regulations. You will be rated on the following Competencies for this position: Accountability Customer Service Interpersonal Skills 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 does a considerable amount of walking throughout the medical center to facilitate proper staff coverage and to identify and follow up to staff and patient needs. Work Environment: The incumbent spends a significant amount of time within the confines of a climate controlled and well-lit medical center with occasional duties outdoors when required for patient assistance and other functions. 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/. Additional Information Receiving Service Credit or Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed. This job opportunity announcement may be used to fill additional vacancies. Pursuant to VHA Directive 1193.01, VHA health care personnel (HCP) are required to be fully vaccinated against COVID-19 subject to such accommodations as required by law (i.e., medical, religious or pregnancy). VHA HCPs do not include remote workers who only infrequently enter VHA locations. If selected, you will be required to be fully vaccinated against COVID-19 and submit documentation of proof of vaccination before your start date. The agency will provide additional information regarding what information or documentation will be needed and how you can request a legally required accommodation from this requirement using the reasonable accommodation process. If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement. Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act.