Summary The incumbent works under the supervision of the Supervisory Volunteer Services Assistant (Redcoat Ambassadors). Receives assignments that require application of standard procedures or that require special procedures that are identified and explained; work at the front "Greeter's" desk and other areas of the hospital assisting the Chief, Voluntary Service in ensuring that the Wilmington Veterans Affairs Medical Center (WVAMC) is able to provide excellent customer service to our Veteran patients. Responsibilities The Voluntary Services Assistant uses practical knowledge of standard procedures in customer service and patient satisfaction in the health administration field, requiring knowledge of Wilmington VAMC policies related to patient satisfaction, wait times, and customer service. Ability to understand and provide basic education to staff and patients related to customer service and patient satisfaction through daily communication. The position requires a thorough knowledge of customer service recovery techniques. The Voluntary Services Assistant is responsible for completing the following duties/responsibilities: Responds to Veterans' and Visitors' Questions - 80% Responds to questions from patients concerning various Wilmington VAMC services. Provides advisory and technical assistance and escort to patients, administrative staff and professional staff regarding general hospital information. Patient escort requires pushing wheelchairs, gurneys, and assist with transporting medical equipment. Receives and handles concerns ensuring that quality service is rendered in a timely, competent and caring manner. Assists Veteran patients with checking in for appointments at the Kiosks. Researches problems and/or reviews issues and requests related to information regarding services in the Medical Center, clarifies issues, and evaluates the need for additional information. Understands and carries out the requests made by the Chief, Voluntary Service, Service-Level Patient Advocates, or seeks assistance for uncommon, unique, or new tasks. Assists with meeting the needs of customers while supporting the Wilmington VAMC mission. Consistently communicates and treats customers (Veterans, their representatives, visitors, and all VA staff/volunteers) in a courteous, tactful, and respectful manner. Provides the customer with consistent information according to established policies and procedures. Handles conflict and problems in dealing with the customer constructively and appropriately. Provides Administrative Support - 20% Provides administrative functions for Voluntary Service utilizing the Voluntary Service System (VSS) computer system. Provides administrative functions for the facility complying with ADP security requirements, handling written correspondence and telephone inquiries, and training. Performs general administrative support related to the staff, volunteers and patients. Performs other related duties as assigned. Work Schedule: Monday-Friday 8:00 am - 4:30 pm Position Description Title/PD#: Voluntary Services Assistant / PD01935A Physical Requirements: The work is primarily physical which requires standing, walking, bending, lifting and pushing wheelchairs, gurneys and other medical equipment. The work requires average agility and dexterity. The work requires some occasional lifting. Requirements Conditions of Employment Qualifications To qualify for this position, applicants must meet all requirements by the closing date of this announcement. To qualify for this position at the GS-4 level, you must meet one of the following: General Experience: Applicants must have one year of general experience. General experience is defined as: Provides necessary information to patients and visitors; helps assist with locations of clinical appointments, assistance with using the self-check-in machines (Kiosks) for patient check-ins, arrange transportation for patients unable to drive because of medical conditions by coordinating with the appropriate service providers; demonstrates the ability to effectively communicate, both verbally and in writing; Possesses the skills to provide emotional support to patients; Providing clerical and/or administration support in a medical center or hospital; Escorting patients to/from clinics; Assisting (lifting, pushing, etc.,) patients with wheelchairs, gurneys and other medical equipment. OR, Substitution of Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have completed 2 years of education above high school level in any field. This education must have been obtained in an accredited business, secretarial or technical school, junior college, college or university for which high school graduation or the equivalent is the normal prerequisite. 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. (Copy of Education Transcript is Required) OR, Combination of Experience and Education: Applicants may also combine education and experience to qualify at this level. Equivalent combinations of successfully completed post-high school education and experience may be used to meet total experience requirements. (Copy of Education Transcript is Required) SCREEN-OUT ELEMENT: Your qualifications will first be evaluated against the prescribed screen out element, which usually appears as question 1 in the on-line questionnaire. Those applicants who appear to possess at least the minimal acceptable qualification requirement are considered for further rating; those who do not are rated ineligible and are eliminated. The potential eligibles are then rated against the remainder of the Job Elements: Clerical Customer Service Veteran and Customer Focus 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. Education A transcript must be submitted with your application 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. Additional Information The following will be communicated to applicants for VA employment in a testing designated position and will also be included in all VA vacancy announcements for such positions: All applicants tentatively selected for VA employment in a testing designated position are subject to urinalysis to screen for illegal drugs use prior to appointment. Applicants who refuse to be tested will be denied employment with VA. The Interagency Career Transition Assistance Plan (ICTAP) and Career Transition Assistance Plan (CTAP) provide eligible displaced VA competitive service employees with selection priority over other candidates for competitive service vacancies. To be well-qualified, applicants must possess experience that exceeds the minimum qualifications of the position including all selective factors if applicable, and must be proficient in most of the requirements of the job. Information about ICTAP and CTAP eligibility is on OPM's Career Transition Resources website which can be found at https://www.opm.gov/. Receiving Service Credit for 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. VA may offer newly-appointed Federal employee's credit for their job-related non-federal experience or active duty uniformed military service. 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. If you are unable to apply online or need to fax a document you do not have in electronic form, view the following link for information regarding an Alternate Application.