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The Lead Information Receptionist provides assistance to Veterans, their families, and visitors at the Ralph H. Johnson VA Medical Center. Incumbent 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.This position is located in the Community Engagement and Veteran Experience Service at the Ralph H. Johnson VA Medical Center in Charleston, SC. The medical center provides comprehensive primary, secondary and tertiary level care to Veterans in coast South Carolina and parts of southeast Georgia. The Community Engagement and Veteran Experience program has direct oversight responsibilities of the information desk, patient escort, and the Volunteer Transportation Network. This position is intended to assist patients and visitors where they need assistance, "information desk" means the main information/reception 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 supervisor.
In this dynamic health care environment, the incumbent performs the following Community Engagement & Veteran Experience duties include but are not limited to:
- Provide guidance and technical direction for accomplishing the work of the team.
- Ensures the work assignments of employees in assigned unit are carried out.
- In case shortage of personnel due to scheduled or unscheduled leave, the incumbent will be responsible for filling in as necessary and for distributing the workload to other team members.
- Follow safety policies and procedures.
- Safely operate the parking lot shuttle.
- Respond to phone and face-to-face inquires.
- Respond to questions, provide information (when appropriate to do so) and gives guidance.
- Courteously and proactively assist potential shuttle riders across the campus, including patients in wheelchairs.
- Monitors working conditions such as seating, ventilation, lighting, safety.
- Approve urgent leave requests for a few hours or for emergencies.
- Reports to the supervisor on performance, progress and training needs of employees, as well as on behavior problems.
Work Schedule: 7:00 a.m. - 3;30 p.m. OR 3:00 p.m. - 11:30 p.m. OR 11:00 p.m. - 7:30 a.m.
Overtime/Shift/Weekend/Holiday Work Required: Yes (Rotating Weekends)
Compressed/Flexible: Not Available
Telework: Not Available
Virtual: This is not a virtual position.
Position Description/PD#: Lead Information Receptionist (COVID-19, NTE 1 Year)/PD534-80394A
Relocation/Recruitment Incentives: Not Authorized
Financial Disclosure Report: Not required
This is a temporary appointment/promotion/reassignment. The position may be extended beyond 1 year.To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 08/24/2020.
You may qualify based on your experience and/or education as described below:
You will be rated on the following Competencies for this position:
- Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS04 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Leading a team of employees; Collaborating with supervisor in the assignment of functions of team members to meet routine and unusual deadlines; Distributing and balancing workload and tasks among employees in accordance with established workflow and/or job specialization; Monitoring the status and progress of work and makes day-to-day adjustments; Maintaining current occupational and regulatory knowledge and answers questions and inquiries of other employees on procedures, policies and directives; Amend or reject work not meeting established standards; Providing information to the supervisor concerning promotions, reassignments, recognition of outstanding performance, and additional personnel needs; Resolves simple, informal complaints of employees; Serves as a timekeeper; First point of contact for customers and visitors; and Assisting visitors or patients with wheelchair requests and/or escort request to appointments or clinics. OR,
- Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have successfully completed a full 4-year course of study leading to a bachelor's degree, with major study or at least 24 semester hours in subjects directly related to the position. (Transcript Required)
- Combination: Applicants may also combine education and experience to qualify at this level. Only education in excess of the first 60 semester hours of a course of study leading to a bachelor's degree is creditable toward meeting the specialized experience requirements. This education must have been obtained in an accredited business, secretarial or technical school, junior college, college or university. (TRANSCRIPT REQUIRED)
- Customer Service
- Data Management
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: Typically, the incumbents(s) sit comfortably to do the work. However, there may be some walking standing, bending, carrying of light items such as papers, books, small parts, or driving an automobile.
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/.