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 #26R-SNJ-314225-MPA-NMAH. More than one selection may be made from this announcement.

The Visitor Experience Coordinator provides administrative and operational support to VVIBE to ensure the best possible visitor experience. 

In this position, you will:

GS-07:

• Support Visitor Services operations by assisting with customer service, wayfinding, crowd management, safety initiatives, accessibility services, visitor engagement, and the interpretation of content.
• Participate in management of Visitor Services volunteer program and provide leadership over a large volunteer population.
• Use databases and digital systems, including Constituent Relationship Management (CRM), VSys, SenSource, and ticketing systems, to support Visitor Services operations and data management.
• Ensure VVIBE training goals are achieved by monitoring progress and providing regular status reports.

GS-09:

• In conjunction with supervisor, provide coordination of Visitor Services programs and activities, including customer service, wayfinding, crowd management, safety initiatives, accessibility services, visitor engagement, and the interpretation of content.
• Lead and support a large volunteer population within the NMAH Visitor Services Volunteer Program, working closely with the supervisor to recruit, interview, and successfully onboard new volunteers.
• Use dashboards and digital systems, including Constituent Relationship Management (CRM), VSys, SenSource, and ticketing systems, to track performance, maintain records, and support Visitor Services operations, while training users on system functionality and best practices.
• Assist in designing and conducting training programs to ensure SI and NMAH strategic goals and objectives are met.

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

• Requires availability for a Tuesday-through-Saturday or a Sunday-through-Thursday work schedule.
• Requires work on holidays and evenings. 

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

GS-07:

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; providing direct assistance to visitors, such as assisting with crowd control, wayfinding, and answering questions about collections, exhibitions, or programs; and working with museum or cultural institution volunteers to implement visitor services policies and procedures. 

Or Education: 

1 full year of graduate level education

or

superior academic achievement.

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.

GS-09:

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.  For this position, specialized experience is defined as working in a visitor services department for a museum or similar cultural institution; providing direct assistance to visitors, such as assisting with crowd control, wayfinding, answering questions about collections, exhibitions, or programs, and addressing visitor concerns or complaints; providing recommendations to refine or improve visitor services operations; and providing guidance to museum or cultural institution volunteers to ensure consistent implementation of visitor services policies and procedures.

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.

Your resume must be no more than two (2) pages and should clearly demonstrate how your experience aligns with the responsibilities and specialized experience required for this position. Do not copy language directly from the vacancy announcement, as you will be deemed ineligible for consideration. Instead, provide detailed, descriptive information about your actual experience.

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.

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.

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 museum visitor services concepts, approaches, and techniques, in order to oversee and manage Visitor Services staff, volunteers, contractors, and interns.
• Knowledge of museum program evaluation techniques in order to lead, manage and evaluate a volunteer program.
• Skill in using digital systems to perform administrative tasks, complete required reports and ensure compliance with established policies.
• Skill in training support staff and volunteers in Visitor Services operations and effective interaction with the public.

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.