Clarification from the agency

This position is open to all U.S. Citizens or U.S. Nationals. Note: Federal employees with permanent status or individuals eligible for special appointing authorities may also apply to Job Announcement # 25R-BY-312857-MPA-NMAI More than one selection may be made from this announcement.

The Visitor Services Coordinator is responsible for the oversight of the Visitor Services Department (VSD) by leading visitor services support staff who welcome and assist visitors and guests for the best possible museum experience.

In this position, you will:

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• Assist the Supervisor in all Visitor Services programs and activities, including customer service; wayfinding; indoor and outdoor queuing and line management; safety; security; volunteer management and scheduling; group/VIP visits. Assist with support and accessibility services; creation and dissemination of maps, guides and information concerning the public areas of the museum, facilities use, exhibitions, collections, and objects; and engagement and interpretation of difficult and challenging content for visitors and guests. 
  
  
• Train or arrange for training in team building and working in teams to accomplish work. Monitor and report on the status and progress of training. Serve as coach and facilitator in coordinating team initiatives and consensus building in trainings.
  
  
• Participate in management of the Visitor Services volunteer program at NMAI and provide leadership over a large volunteer population. In conjunction with supervisor, interview and onboard prospective volunteers. Follow up to ensure volunteers are oriented and trained, in collaboration with NMAI Supervisory Visitor Services Coordinator and Office of Visitor Services (OVS) policies & procedures.
  
  
• Participate in management of the Visitor Services volunteer program at NMAI and provide leadership over a large volunteer population. Follow up to ensure volunteers are oriented and trained, in collaboration with NMAI Supervisory Visitor Services Coordinator and Office of Visitor Services (OVS) policies & procedures.
  
  
• Support the Guest Services Department and all implementation policies & protocols to include utilized software programs: Customer Relationship Management (CRM) systems; Proficiency in NMAI CRM, VSYs, SenSource, Dexibit; and ticketing system data as appropriate, trains others as appropriate.

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• Provide day-to-day leadership and oversight of the Visitor Services programs and activities, including customer service; wayfinding; indoor and outdoor queuing and line management; safety; security; volunteer management and scheduling; group/VIP visits; assist with support and accessibility services; creation and dissemination of maps, guides, and information concerning the public areas of the museum, facilities use, exhibitions, collections, and objects; and engagement and interpretation of difficult and challenging content for visitors and guests.

• Ensure that the SI and Museum’s strategic plans, mission and vision are communicated and are a part of the team’s strategies, goals, objectives and work plans.

• Communicate to the team assignments, projects, and problems to be solved, including deadlines and times frames for completion.
  
  
• Together with the supervisor, provide volunteer program management, leadership, and development of the Visitor Services volunteer program at NMAI and provide leadership for managing a large volunteer population. Interview and onboard prospective volunteers. Follow up to ensure volunteers are oriented and trained in collaboration with NMAI Volunteer Manager and Office of Visitor Services (OVS) policies & procedures.
  
  
• Works with the Supervisor to oversee Visitor and Guest Services funding, expenditures, and participates in purchasing for the program that can include invoicing, program reports, and budget preparation, development, justifications, and monitoring. Works with staff to ensure visitor materials, equipment, and office supplies are monitored and sufficient for program implementation.

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

Qualification requirements must be met by the closing date of the announcement.

For information on qualification requirements, see Qualification Standards Handbook for General Schedule Positions on OPM website.

Qualifications

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Experience: You qualify for this position if you have one year of specialized experience equivalent to at least the GS-05 level in the Federal Service.  For this position, specialized experience is defined as working in a visitor services department for a museum or similar cultural institution; giving public presentations or demonstrations to small visitor groups; and working with museum or cultural institution volunteers.

Or Education: One full year of graduate level education related to the position or Superior Academic Achievement may be substituted to meet the specialized experience requirement.   Or a Combination: Education and experience may be combined to meet the basic qualification. 

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Experience:   You qualify for this position if you have one year of specialized experience equivalent to at least the GS-7 level in the Federal Service or comparable pay band system.  For this position Specialized experience is defined as working in a visitor services department for a museum or similar cultural institution; giving public presentations or demonstrations to large visitor groups; and providing general direction to museum or cultural institution volunteers.

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 Equivalent combinations of education and experience. For a full explanation of this option please see the Qualification Standards.

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 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.

All applicants who meet or exceed minimum qualifications will receive a final rating within one of three category groups based on one or more stages of evaluation which measure 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, but protects the rights of veterans by placing them ahead of non-veterans within each quality category. The Hiring Manager may make selections from the highest quality category (Best Category) provided no veteran in that category is passed over to select a non-veteran in that category unless the requirements of 5 U.S.C. 3317(b) or 3318(b) are satisfied. Veterans 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.

How you will be evaluated

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

Applicants for this position may be evaluated in multiple stages. The first stage is an evaluation of your responses to the online multiple-choice questions that assess your experience, education, and/or training for the job-related competencies below:

• Knowledge of museums program missions, regulations, and policies to oversee and manage Visitor Services staff, volunteers, contractors, and interns for the execution of Visitors Services programs in greeting visitors and presenting information, orientation, exhibitions, interactives, and immersion experiences.
  
  
• Knowledge of and skill in administrative concepts, theories, principles, methods, and techniques to manage operational and staffing requirements for Visitor Services activities; to assist with guest services and administration; to lead operations; to organize, guide, direct, administer, and motivate staff; and to ensure compliance with policies, procedures, goals, and objectives.
  
  
• Knowledge of evaluation methods and techniques and ability to lead, manage, and evaluate a volunteer program; to coordinate its development with needs of NMAI, other Museums, and institutional offices; to advise and assist volunteers to improve or enhance their performance of duty; and to guide the daily program operations as the team lead.
  
  
• Knowledge of basic procurement and budgeting procedures to participate in program purchases and budget preparation, development, justification, and monitoring
  
  
• Skill in the use of Sensourse and Dexibit, visitor experience database(s) to obtain information needed to respond to inquiries and monitor and track visitor data.
  
  
• Ability to lead and manage others; to guide the daily program operations as the team lead; to coordinate its development with needs of NMAI, other Museums, and institutional offices, and to advise and assist volunteers to improve or enhance their performance of duty.

If you are found qualified for this position and meet or exceed a predefined rating threshold from your questionnaire responses, you may be contacted by email to complete or submit additional assessments such as work samples, short essays, or other appropriate assessments within approximately one week of the job announcement closing. If you do not meet the rating threshold to move to the next evaluation stage, you will be notified promptly by email. 

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.