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Summary The incumbent serves as an Experience Assistant (Ambassador) for the Tennessee Valley Healthcare System (TVHS) Veteran Experience Office (VEO) and Ambassador Service with primary duties and responsibilities supporting the VEO and Ambassador Program Service Chief. The position is located within VEO and Ambassador Service under the Deputy Director for TVHS. Responsibilities 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. Work Schedule: MONDAY – FRIDAY | 8:00 AM – 4:30 PM EST Telework: Not Available Virtual: This is not a virtual position. Position Description/PD#: Program Support Assistant (Ambassador)/PD70861A Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Requirements Conditions of Employment You must be a U.S. Citizen to apply for this job To be considered for this position, you must complete all required steps in the process. In addition to the application and questionnaire, this position requires an online assessment. The online assessment measures critical general competencies required to perform the job. Selective Service Registration is required for males born after 12/31/1959 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. 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) Must possess and maintain a current, valid state driver’s license As a condition of employment for accepting this position, you will be required to serve a 1-year probationary 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 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, 04/24/2026. You may qualify based on your experience and/or education as described below: GS-5 GENERAL EXPERIENCE REQUIREMENT: You must have one year of specialized experience equivalent to at least the next lower grade GS-4 in the normal line of progression for the occupation in the organization. Specialized experience is defined as: Answering phones and responding to customer inquiries. Providing clerical and/or administration support in a office or hospital. Transporting and escorting patients in a hospital or clinic setting. 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. OR EDUCATION: Successfully completed four (4) years education above high school. Education must have been obtained in an accredited college, or university. NOTE: Transcripts must be submitted with your application materials. Education cannot be credited without documentation. OR COMBINATION of GENERAL EXPERIENCE and EDUCATION: For GS-4 level positions, equivalent combinations of successfully completed post-high school education and experience may be used to meet total experience requirements. NOTE: Transcripts must be submitted with your application materials. Education cannot be credited without documentation. Experience must be clearly indicated in your resume. 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: https://sites.ed.gov/international/recognition-of-foreign-qualifications/. Additional Information 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. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act. Reasonable Accommodation (RA) Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application. Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments, based on your adjudication decision. You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments if you received the link after the close of the announcement. To determine if you need a RA, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments. 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. 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 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/.
