Summary This position serves as the Customer Service Ambassador/Patient Transporter, assigned to the Center for Development and Civic Engagement (CDCE) Service at the VA Central California Health Care System (VACCHCS). The incumbent works under the supervision of the Customer Service Ambassador/Patient Transport Supervisor, CDCE Service at VACCHCS. Responsibilities Major duties include, but are not limited to: The incumbent assists Customer Service Ambassador/Patient Transport Supervisor with coordination of the day-to-day operations of the Customer Service/Patient Transport program Complies data for report submissions to include workload reports, personnel management, transport request and patient/visitor logs and other briefs to present to the Medical Center and CDCE Leadership. The incumbent assists with leading 10 full time employees and Volunteers & Work Studies through frequent change processes while continuously monitoring and implementing regulatory guidelines at the direction of the supervisor. The incumbent assists with guiding staff through frequent change processes while continuously monitoring and implementing regulatory guidelines at the direction of the supervisor. The incumbent assist supervisor in implementation of policies and procedures that impact patient safety and experience. The duties will include, but not be limited to assisting with surveys and reports, process improvement activities, policy implementation, statistical, timekeeping, fiscal and other administrative functions. Incumbent will be knowledgeable of basic services and process throughout the hospital, to appropriately assist or direct patients and visitors. Incumbent will assist and provide support for other CDCE programs outside of the Customer Service/Patient Transport Program, to include but not limited to the recruitment and processing of volunteers and work studies, onsite & community events. Performs other related duties as assigned Work Schedule: Monday - Friday 9:00 AM - 5:30 PM Telework: Not Available Virtual: This is not a virtual position. Position Description/PD#: Patient Relations Assistant/PD02601A 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, 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-06 position you must have served 52 weeks at the GS-05. 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. 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-05 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Knowledge and skill in Patient Centered Care; Safe Patient Handling; Patient Safety; Customer Service; Communication; Problem Solving; Conflict Resolution; Prevention & Management of Disruptive Behavior; and extensive knowledge of VA, VACCHCS, and CDCE Services, policies, and procedures. Knowledge of the major issues, program goals, and objectives, work processes, and administrative operations of the organization. Extensive knowledge of the Survey of Healthcare Experience of Patients, and other data resources used to impact the patient experience.. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have completed 4 years above high 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-05. You will be rated on the following Competencies for this position: Clerical, Computer Skills, Customer Service (Clerical/Technical), and Manages Resources 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 physical demands of this position are consistent with specialty administrative tasks. The Program Support Assistant primarily performs sedentary work at a desk with a telephone and a computer. However, there may be some walking; standing; bending; carrying of light items such as papers, books, files and pushing of carts may be involved. No special physical demands are required to perform the work. 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 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. For further information, visit: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html. Additional Information 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 http://www.opm.gov/policy-data-oversight/workforce-restructuring/employee-guide-to-career-transition/. 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.