Clarification from the agency

Current permanent employees of the Dept of VA serving on career/career-conditional appointments including Title 38, Hybrid Title 38 & Canteen employees on excepted appointments covered by the interchange agreement; Current permanent employees of other Federal Agencies; Former competitive civil service employees eligible for reinstatement; Veterans eligible under the VEOA, Non Competitive Appointment (30% Disabled Veterans, People with Disabilities, Military Spouse, and/or VRA); CTAP/ICTAP

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• Leads a team of employees who perform work at the GS-3 and GS-4 levels.
• Provides guidance and technical direction for accomplishing the work of the team, ensuring that work assignments of employees on the team are carried out.
• Works with the supervisor in the assignment of functions of team members to meet routine and unusual deadlines and priorities. As the work leader, ensure the work assignments of employees in the assigned unit are carried out.
• Distributes and balances workload and tasks among employees in accordance with established workflow and/or job specialization.
• In case of a shortage of personnel due to scheduled or unscheduled leave, the incumbent will be responsible for filling in as necessary and for distributing the workload to other team members to ensure smooth workflow.
• Ensures the timely accomplishment of assigned tasks and ensures that each employee has enough work to keep busy.
• Monitors the status and progress of work and makes day-to-day adjustments in accordance with established priorities.
• Maintains current occupational and regulatory knowledge and answers questions and inquiries of other employees on procedures, policies, and directives.
• Trains or arranges for the training of team members in the accomplishment of tasks and projects. Gives on-the-job training to new employees in accordance with established procedures and practices.
• Monitors and reports on the status and progress of work, checks on work in progress, and reviews completed work to see that the supervisor's instructions on work priorities, methods, and quality have been met.
• Obtains assistance and/or needed information from the supervisor on unusual, unexpected, or difficult problems that may arise or backlogs that cannot be disposed of promptly.
• Checks work in progress, or spot checks work not requiring review, and reviews completed work to see that the supervisor's instructions on work sequence, procedures, and deadlines have been met. Amends or rejects work not meeting established standards; refers questions or matters not covered by standards and problems in meeting performance standards to the supervisor.
• Monitors working conditions such as seating, ventilation, lighting, and safety.
• Approves urgent leave requests for a few hours or for emergencies.
• Provides information to the supervisor concerning promotions, reassignments, recognition of outstanding performance, and additional personnel needs.
• Informs employees of available employee benefits, services, and work-related activities.
• Reports to the supervisor on performance, progress, and training needs of employees, as well as on behavior problems.
• Resolves simple, informal complaints of employees and refers others, such as formal grievances and appeals, to the supervisor or an appropriate management official.

Work Schedule: Monday - Friday 7:30 am - 4:00 pm
Virtual: This is not a virtual position.
Position Description/PD#: Lead Information Receptionist/PD80394A
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
• All applicants tentatively selected for VA employment in a testing designated position are subject to urinalysis to screen for illegal drug use prior to appointment. Applicants who refuse to be tested will be denied employment with VA.
• 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 06/01/2026.

To be eligible at the GS-5 level, you must meet at least ONE of the following conditions, as defined below: Specialized Experience, Education, OR a combination of Education and Experience.

Specialized Experience: One full year of specialized experience equivalent to the GS-4 level. Specialized Experience is defined as experience receiving telephone calls and greeting visitors to the office; responding to inquiries and providing general information; producing a variety of written documents utilizing several types of office automation software; and entering information into an automated database.

Education: four successfully-completed academic years of education above high school level or possess a bachelor's or higher degree (transcripts required).To be qualified, you must type at least 40 words per minute based on a 5-minute sample with three or fewer errors. (A typing test may later be required.)

Combination Experience and Education: a combination of specialized experience as described in A and education as described in B, which, when combined, equal 100% of the requirements. To qualify based on a combination, a college education must be in excess of 60 semester hours or beyond the second year. (transcripts required)

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

• Computer Skills
• Decisiveness
• Oral Communication
• Written Communication

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 majority of duties performed will be while sitting at a desk, standing in strategic locations where patients and visitors need wayfinding assistance, or driving the parking lot shuttle. However, the incumbent may be required to push a wheelchair, bend, or kneel to obtain information or walking to assist patients. Incumbent may also need to assist patients in ambulation, carrying of packages, etc. Incumbent must pass initial and recurring physical exams to operate the parking lot shuttle. Work is performed in a medical center responsible for treating patients with a wide variety of medical problems, including psychiatric diagnoses. Work is partly performed in an indoor setting at the Information Desk and other wayfinding locations throughout the Medical Center, and partly outdoors operating the parking lot shuttle, a large golf cart. The incumbent will:
- Maintain a safe working environment for self and customers
- Attend safety training as mandated by medical center policies and procedures.
- Be considered a front-line employee and attend all education/training pertaining to front­line employee status.
- Operate the shuttle safely and in accordance with applicable training and policy.

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.