Clarification from the agency

This position is open to all U.S. Citizens or U.S. Nationals. More than one selection may be made from this announcement.

This position reports to the Supervisory Visitor Services Manager in OVGS. The lead visitor services coordinator would provide the following duties and responsibilities:

• Provide leadership in the planning, management and implementation of all elements of Visitor Services operations, under the general direction of the Visitor and Guest Services Manager.
• Provide leadership, oversight, and motivation to Visitor Services staff and volunteers.
• Deliver quality customer service by responding to all visitor, staff and volunteer inquiries, requests, and comments and incorporating improvements based on the analysis and assessment of overall feedback.
• Track required funding to initiate the purchase of staff, volunteer and visitor materials, office supplies and digital equipment
• Facilitate dialog around difficult content.

Conditions of employment

• Pass Pre-employment Background Investigation
• May need to complete a Probationary Period
• Maintain a Bank Account for Direct Deposit/Electronic Transfer
• Males born after 12/31/59 must be registered with Selective Service.

Conditions of Employment

COVID-19 VACCINATION REQUIREMENTS:

For the latest information on the COVID-19 vaccination requirements and its impact on your application, click on Smithsonian Institution’s Frequently Asked Questions. 

The incumbent will be required to work some evenings, weekends, holidays and days when the federal government closes due to inclement weather and/or museum closes due to unforeseen circumstances.   Work involves frequent exposure to thousands of Visitors and guests daily, high noise levels, and seasonal outdoor temperatures year-round.

Qualification requirements must be met within 30 days of the job announcement closing date.

For information on qualification requirements, see Qualification Standards Handbook for General Schedule Positions viewable on the web at http://www.opm.gov/qualifications.

Qualifications

Experience: You qualify for this position if you have one year of specialized experience equivalent to at least the GS-07 level in the Federal Service or comparable pay band system. For this position specialized experience is defined as managing daily visitor operations in a museum, gallery, library or archive; scheduling team members and volunteers; training visitor services teams and volunteers; gathering visitor data and feedback from surveys; overseeing the purchase and maintenance of equipment and supplies; and complying with health or safety related protocols to manage visitor flow

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; religious; 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.

Part-time and/or unpaid experience related to this position will be considered to determine the total number of years and months of experience. Be sure to note the number of paid or unpaid hours worked each week.

Or Education:  Master's or equivalent graduate degree or 2 full years of progressively higher level graduate education leading to such a degree or LL.B. or J.D., if related.

Or a Combination: Education and experience may be combined to meet the basic qualifications.

For a full explanation of this option please see the Qualification Standards.

Special Instructions for Foreign Education: If you are qualifying by education and/or you have education completed in a foreign college/university described above, it is your responsibility to provide transcripts and proof of U.S. accreditation for foreign study. For instructions on where to fax these documents, see the "Required Documents" section of this announcement.

How you will be evaluated

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

Your application will be evaluated first for the basic qualifications described above. The applications that meet the basic qualifications will be evaluated further against the following criteria:

1. Skill in delivering visitor programs and services in a museum, gallery, library or archive.
2. Ability to lead, train and motivate staff and volunteers.
3. Ability to collect and analyze information in response to visitor, staff and volunteer inquiries, requests, and comments.
4. Ability to use software applications.
5. Knowledge of African American history and culture.

Applicants who meet or exceed minimum qualifications will be assigned to one of three category groups based on job-related criteria:

Best Category - Meets the minimum qualification requirements and excels in most of the job related competencies above.

Better Category - Meets the minimum qualification requirements and satisfies most of the job related competencies above.

Good Category - Meets the minimum qualification requirements, but does not satisfy most of the job related competencies above to a substantive degree.

This category rating process does not add veterans' preference points or apply the "rule of three", but protects the rights of veterans by placing them ahead of non-preference eligibles within each category. A selecting official may make selections from the highest quality category (Best Category) provided no preference eligible in that category is passed over to select a non-preference eligible in that category unless the requirements of 5 U.S.C. 3317(b) or 3318(b) are satisfied. Preference eligibles who meet minimum qualification requirements and who have a compensable service-connected disability of at least 10 percent must be listed in the highest quality category, except when the position being filled is scientific or professional at the GS-9 grade level or higher. Applicants who have not submitted a resume in the USAjobs system and/or have not answered all of the vacancy questions will not be considered for this position.

Important Note:

Your resume and supporting documentation will be compared to your responses to the occupational questionnaire or other assessment tool for consistency. If a determination is made that you have rated yourself higher than is supported by your resume, you will be assigned a rating commensurate to your described experience. Your resume should provide sufficient information regarding how your education and experience relate to this position, including the major duties and qualifications criteria listed.