Job Description

Summary

The incumbent serves as an Information Receptionist for the Office of Veteran Experience section Under the Office of the Director with primary duties and responsibilities supporting the Office of Veteran Experience and Service Chief. The incumbent is physically located at or near the main entrance of the campus or the inpatient transport office.

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Overview

* Accepting applications

* Open & closing dates

10/18/2024 to 10/31/2024

* Salary

$39,007 - $50,705 per year

* Pay scale & grade

GS 4

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Location

1 vacancy in the following location:

* Ann Arbor, MI 1 vacancy

* Remote job

No

* Telework eligible

No

* Travel Required

Not required

* Relocation expenses reimbursed

No

* Appointment type

Permanent

* Work schedule

Full-time

* Service

Competitive

* Promotion potential

None

* Job family (Series)

* 0304 Information Receptionist

* Supervisory status

No

* Security clearance

Not Required

* Drug test

No

* Position sensitivity and risk

Non-sensitive (NS)/Low Risk

* Trust determination process

* Credentialing

* Suitability/Fitness

* Financial disclosure

No

* Bargaining unit status

Yes

* Announcement number

CBSR-12584423-25-JU

* Control number

814947200

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This job is open to

* Internal to an agency

Current federal employees of this agency.

Clarification from the agency

This position is open to current internal permanent employees of the Ann Arbor facility and associated Community Based Outpatient Clinics (CBOCs)

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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 through Friday, 09:30am - 6:00pm

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

Financial Disclosure Report: Not required

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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, 10/31/2024.

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:

* Agility

* Computer Skills

* Customer Service

* Manages and Organizes Information

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.

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

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: 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:

Additional information

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 (TJO). Please visit the Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP), va.gov/EMPLOYEE/docs/The-Fair-Chance-to-Compete-Act.pdf for more information.

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* Benefits

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A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.

Review our benefits

Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.

How You Will Be Evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE.

Narrative responses are not required at this time. If you are referred for consideration, you may be asked to submit additional job related information, which may include, but not limited to; responses to the knowledge, skills and abilities; completion of a work sample, and/or contact for an interview. Your resume and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect your rating or consideration for employment.

The Department of Veterans Affairs performs pre-employment reference checks as an assessment method used in the hiring process to verify information provided by a candidate (e.g., on resume or during interview or hiring process); gain additional knowledge regarding a candidate's abilities; and assist a hiring manager with making a final selection for a position.

For more information on the "Who may apply" eligibility requirements, please refer to the OHRM Status Candidates and Other Candidate Definitions document.

Placement Policy: The posting of this announcement does not obligate management to fill a vacancy or vacancies by promotion. The position may be filled by reassignment, change to lower grade, transfer, appointment, or reinstatement. Management may use any one or any combination of these methods to fill the position.

It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.

Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.

* Benefits

Help

A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.

Review our benefits

Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.

* Required Documents

As a new or existing federal employee, you and your family may have access to a range of benefits. Your benefits depend on the type of position you have - whether you're a permanent, part-time, temporary or an intermittent employee. You may be eligible for the following benefits, however, check with your agency to make sure you're eligible under their policies.

To apply for this position, you must provide a complete Application Package which includes:

* Resume

* SF-50/ Notification of Personnel Action

The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please use this checklist to make sure you have included other documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50's (current/former Federal employees), documentation to support Veterans Preference claims, or ICTAP/CTAP documentation (for displaced Federal employees). You will not be contacted for additional information.

* Cover Letter

* Resume

* SF-50/ Notification of Personnel Action

* Transcript

SF-50, Notification of Personnel Action (if applicable for Time in Grade and/or Eligibility):

* Most recent SF-50 if you are a current or former Federal employee

* An SF-50 showing 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

* Award 50's do not provide sufficient information and will not be accepted for the purpose of verifying time-in-grade.

* Examples of appropriate SF-50's include:

* Within grade increases at the highest grade held; or

* Promotions with an effective date more than one year old; or

* SF-50's at the highest grade held with an effective date more than one year old.

If you are relying on your education to meet qualification requirements:

Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.

Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.

* How to Apply

All applicants are encouraged to apply online. To apply for this position, you must complete the questionnaire and submit the documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on 10/31/2024 to receive consideration. To preview the questionnaire click

* To begin, click Apply Online to create a USA JOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents and complete the occupational questionnaire.

* Click Submit My Answers to submit your application package.

NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.

To verify your application is complete, log into your USA JOBS account, select the Application Status link and then select the more information link for this position. The Application page will display the status of your application, the documentation received and processed, and any correspondence the agency has sent related to this application. Your uploaded documents may take several hours to clear the virus scan process. To return to an incomplete application, log into your USA JOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USA JOBS account or your application will be incomplete.

Special Employment Consideration: VA encourages persons with disabilities to apply, including those eligible for hiring under 5 CFR 213.3102(u), Schedule A, Appointment of persons with disabilities [i.e., intellectual disabilities, severe physical disabilities, or psychiatric disabilities], and/or Disabled veterans with a compensable service-connected disability of 30% or more. Contact the Agency Contact for information on how to apply under this appointment authority via the Selective Placement Coordinator.

The Interagency Career Transition Assistance Plan (ICTAP) and Career Transition Assistance Plan (CTAP) provide eligible displaced Federal/VA competitive service employees with selection priority over other candidates for competitive service vacancies. To be qualified you must submit appropriate documentation (a copy of the agency notice, your most recent performance rating, and your most recent SF-50 noting current position, grade level, and duty location) and be found well-qualified for this vacancy. To be well-qualified: applicants must possess experience that exceeds the minimum qualifications of the position including all selective factors, and who are proficient in most of the required competencies of the job. Information about ICTAP and CTAP eligibility is on OPM's Career Transition Resources website at

During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions.

Agency contact information

Jami Umstead

Phone (734) 596-1829 Email Jami.Umstead@va.gov

Address Ann Arbor VA Medical Center

2215 Fuller Road

Ann Arbor, MI 48105

US

Learn more about this agency

Next steps

Once your online application is submitted you will receive a confirmation notification by email. After we receive application packages (including all required documents) and the vacancy announcement closes, we will review applications to ensure qualification and eligibility requirements are met. After the review is complete, a referral certificate(s) is issued and applicants will be notified of their status by email. Referred applicants will be notified as such and may be contacted directly by the hiring office for an interview. All referred applicants receive a final notification once a selection decision has been made.

You may check the status of your application at any time by logging into your USA Jobs account and clicking on Applications. Information regarding your application status can be found in the USAJobs Help Center.

NOTE: Participation in the seasonal influenza program is a condition of employment and a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). It is a requirement that all HCP to receive annual seasonal influenza vaccination or obtain an exemption for medical or religious reasons. Wearing a face mask is required when an exemption to the influenza vaccination has been granted. HCP in violation of this directive may face disciplinary action up to and including removal from federal service. HCP are individuals who, during the influenza season, work in VHA locations or who come into contact with VA patients or other HCP as part of their duties. VHA locations include, but are not limited to, VA hospitals and associated clinics, community living centers (CLCs), community-based outpatient clinics (CBOCs), domiciliary units, Vet centers and VA-leased medical facilities. HCP include all VA licensed and unlicensed, clinical and administrative, remote and onsite, paid and without compensation, full- and part-time employees, intermittent employees, fee basis employees, VA contractors, researchers, volunteers and health professions trainees (HPTs) who are expected to perform any or all of their work at these facilities. HPTs may be paid or unpaid and include residents, interns, fellows and students. HCP also includes VHA personnel providing home-based care to Veterans and drivers and other personnel whose duties put them in contact with patients outside VA medical facilities.

* Fair and Transparent

The Federal hiring process is set up to be fair and transparent. Please read the following guidance.

* Criminal history inquiries

* Equal Employment Opportunity (EEO) Policy

* Financial suitability

* New employee probationary period

* Privacy Act

* Reasonable accommodation policy

* Selective Service

* Signature and false statements

* Social security number request

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Required Documents

To apply for this position, you must provide a complete Application Package which includes:

* Resume

* SF-50/ Notification of Personnel Action

The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please use this checklist to make sure you have included other documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50's (current/former Federal employees), documentation to support Veterans Preference claims, or ICTAP/CTAP documentation (for displaced Federal employees). You will not be contacted for additional information.

* Cover Letter

* Resume

* SF-50/ Notification of Personnel Action

* Transcript

SF-50, Notification of Personnel Action (if applicable for Time in Grade and/or Eligibility):

* Most recent SF-50 if you are a current or former Federal employee

* An SF-50 showing 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

* Award 50's do not provide sufficient information and will not be accepted for the purpose of verifying time-in-grade.

* Examples of appropriate SF-50's include:

* Within grade increases at the highest grade held; or

* Promotions with an effective date more than one year old; or

* SF-50's at the highest grade held with an effective date more than one year old.

If you are relying on your education to meet qualification requirements:

Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.

Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.

Help

How to Apply

All applicants are encouraged to apply online. To apply for this position, you must complete the questionnaire and submit the documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on 10/31/2024 to receive consideration. To preview the questionnaire click

* To begin, click Apply Online to create a USA JOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents and complete the occupational questionnaire.

* Click Submit My Answers to submit your application package.

NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.

To verify your application is complete, log into your USA JOBS account, select the Application Status link and then select the more information link for this position. The Application page will display the status of your application, the documentation received and processed, and any correspondence the agency has sent related to this application. Your uploaded documents may take several hours to clear the virus scan process. To return to an incomplete application, log into your USA JOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USA JOBS account or your application will be incomplete.

Special Employment Consideration: VA encourages persons with disabilities to apply, including those eligible for hiring under 5 CFR 213.3102(u), Schedule A, Appointment of persons with disabilities [i.e., intellectual disabilities, severe physical disabilities, or psychiatric disabilities], and/or Disabled veterans with a compensable service-connected disability of 30% or more. Contact the Agency Contact for information on how to apply under this appointment authority via the Selective Placement Coordinator.

The Inte

Job Tags

Permanent employment, Full time, Temporary work, Part time, For contractors, Traineeship, Immediate start, Relocation, Monday to Friday,

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