Clarification from the agency

ALL US CITIZENS, CTAP/ICTAP eligible DIRECT HIRE AUTHORITY: This position is being filled using Direct-Hire Authority (5 CFR 337.201) for this occupation.

The incumbent carries out the required performance of this position as an Experience Assistant, Ambassador Service to the VEO and Ambassador Service office at TVHS. This program is designed to provide our Veteran patients, their families, and visitors with staff who can respond quickly to inquiries, identify problems, and offers assistance when our customers do not know how to access medical center information, programs and/or services. The core duties of this position include but are not limited to:

• Performs customer service guest relations, shows understanding, friendliness, courtesy, tact, empathy, cooperation, concern, politeness respect and dignity to others; relates well to different people from varied backgrounds and different situations.
• Provides wayfinding and often takes Veterans and visitors to locations when they have difficulties with instructions provided.
• The incumbent is expected to provide coverage, as needed, for the transportation of Veteran patients both on campus and between campuses serviced by TVHS, under the authority of the Chief, Veteran Experience Office and Ambassador Service.
• Ability to calmly and courteously assist individuals who are upset or irate and demonstrate the ability to handle upset callers and diffuse possible volatile situations with Veterans, visitors, and staff.
• The incumbent is responsible for communicating effectively with individuals from varied backgrounds as well as those with mental and/or health problems. Incumbent demonstrates the practice of using interpersonal communication skills which foster effective working relationships with Veterans, volunteers, staff, community groups, students, business associates, and the public.
• Explores all avenues to properly identify the nature and score of the problem and to initiate appropriate action to expedite a resolution.
• The incumbent is responsible for assisting Veterans with in-person authentication of the My HealtheVet Program.
• Provides patient transport services which requires pushing wheelchairs, transport chairs, gurneys, stretchers, and hospital beds, assists with morgue runs, and other medical equipment.
• Receives and resolves patient and visitor concerns ensuring quality service is rendered in a timely, competent, and caring manner.

Promotion Potential: The selectee may be promoted to the full performance level without further competition when all regulatory, qualification, and performance requirements are met. Selection at a lower grade level does not guarantee promotion to the full performance level.

Work Schedule: Sunday - Thursday 1200-2030 | Tuesday - Saturday 0700-1530
Telework: Not Available
Virtual: This is not a virtual position.
Position Description/PD#: Program Support Assistant (Ambassador)/PD70860-A
Relocation/Recruitment Incentives: Not Authorized
Permanent Change of Station (PCS): Not Authorized

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
• Subject to background/security investigation
• Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued dentification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP)

As a condition of employment for accepting this position, you will be required to serve a 1-year probationary period or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider:

• your performance and conduct;
• the needs and interests of the agency;
• whether your continued employment would advance organizational goals of the agency or the Government; and
• whether your continued employment would advance the efficiency of the Federal service.

Upon completion of your probationary period or trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 03/23/2026.

You may qualify based on your experience and/or education as described below:

GS-4 GENERAL EXPERIENCE REQUIREMENT: You must have one year of general experience of progressively responsible clerical, office, or other work that indicates ability to acquire the particular knowledge and skills needed to perform the duties of the position to be filled. General experience is defined as:

• Answering phones and responding to customer inquiries.
• Providing clerical and/or administration support in a medical center or hospital.
• Transporting and escorting patients in a hospital or clinic setting.
• Pushing wheelchairs, gurneys, and other medical equipment.
• Lifting patients.

Preferred Experience: 1-2 years of customer service experience and conflict resolution or de-escalation training

NOTE: Experience must be fully documented on your resume and must include job title, duties, month and year start/end dates, AND hours worked per week.

You will be rated on the following Competencies for this position:

• Customer Service (Clerical/Technical)
• Interpersonal Skills
• Organizational Stewardship

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 is required to stand and walk for prolonged periods of time and sitting at computer for long periods of time. The work is primarily physical with requires standing, walking bending, lifting, kneeling, and pushing wheelchairs, transport chairs, gurneys, stretchers, medical beds, and other medical equipment. The work requires above average agility and dexterity. The work requires heavy lifting of equipment or patients. The incumbent must be able to operate a vehicle in a sitting position for prolonged periods of time in extreme weather conditions.

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/.

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.

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

• Resume

The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please make sure you have included other documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50s (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
• Other (1)
• Performance Appraisal
• Resume
• Separation Notice (RIF)
• 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 50s do not provide sufficient information and will not be accepted for the purpose of verifying time-in-grade.
• Examples of appropriate SF-50s include:
  • Within grade increases at the highest grade held; or
  • Promotions with an effective date more than one year old; or
  • SF-50s at the highest grade held with an effective date more than one year old.

Veterans' Preference: When applying for Federal Jobs, eligible Veterans should claim preference for 5pt (TP), 10pt (CP/CPS/XP), or for Sole Survivor Preference (SSP) in the questionnaire. You must provide a legible copy of your DD214(s) which shows dates and character of service (honorable, general, etc.). If you are currently serving on active duty and expect to be released or discharged within 120 days you must submit documentation related to your active duty service which reflects the dates of service, character of service (honorable, general, etc.), and dates of impending separation. Additionally, disabled veterans and others eligible for 10-point preference (such as widows or mothers of eligible Veterans) must also submit an SF-15 "Application for 10 Point Veteran Preference" with required proof as stated on the form. Documentation is required to award preference. For more information on Veterans' Preference, please visit Feds Hire Vets - Veterans - Job Seekers - Veterans' Preference.

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