Program Support Assistant (Ambassador)

Program Support Assistant (Ambassador)

Department: Department of Veterans Affairs

Location(s): Clarksville, Tennessee

Salary Range: $37193 - $47334 Per Year

Job 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.

Major Duties:

• 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. Promotion Potential: The selectee may be promoted to the full performance level without further competition when all regulatory, qualification, and performance requirements are met. Selection at a lower grade level does not guarantee promotion to the full performance level. Work Schedule: Monday - Friday | 8:00 AM - 4:30 PM CST Telework: Not Available Virtual: This is not a virtual position. Position Description/PD#: Program Support Assistant (Ambassador)/PD70860-A Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized

Qualifications: To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 05/04/2026. You may qualify based on your experience and/or education as described below: GS-4 GENERAL EXPERIENCE REQUIREMENT: You must have one year of general experience of progressively responsible clerical, office, or other work that indicates ability to acquire the particular knowledge and skills needed to perform the duties of the position to be filled. General 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 two (2) 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/.

How to Apply: Please read the entire announcement and all the instructions before you begin an application. To apply for this position, you must complete the initial online application, to include the initial online questionnaire and submission of the required documentation specified in the How to Apply and Required Documents section. The complete application package must be submitted by 11:59 PM (ET) on the closing date of the announcement to receive consideration. To preview the application questionnaire, click https://apply.usastaffing.gov/ViewQuestionnaire/12948023. The application process is as follows: To begin, click Apply Online to create a USA JOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents. Answer the questions presented in the application and attach all necessary supporting documentation. Click the Submit Application button prior to 11:59 PM (ET) on the announcement closing date, 05/04/2026. If you are required to complete any USA Hire Assessments, you will be notified after submitting your application. The notification will be provided in your application submission screen and via email. The notification will include your unique assessment access link to the USA Hire system and the completion deadline. Additionally, in USAJOBS you can click "Track this application" to return to your assessment completion notice. Access USA Hire using your unique assessment link. Access is granted through your USAJOBS login credentials. Review all instructions prior to beginning your assessments. You will have the opportunity to request a testing accommodation before beginning the assessments should you have a disability covered under the Rehabilitation Act of 1973 as amended. Set aside at least 3 hours to take the USA Hire Assessments; however, most applicants complete the assessments in less time. If you need to stop the assessments and continue later, you can re-use your unique assessment link. NOTE: Your responses to the USA Hire Assessments will be reused for one year (in most cases) from the date you complete an assessment. If future applications you submit require completion of the same assessments, your responses will be automatically reused. Visit the USA Hire Applicant Resource Center for practice assessments and assessment preparation resources at https://support-usahire.opm.gov/hc/en-us. To update your application, including supporting documentation: During the announcement open period, return to your USAJOBS account, find your application record, and click Edit my application. This option will no longer be available once the announcement has closed. To view the announcement status or your application status: https://help.usajobs.gov/how-to. Your application status page is where you can view your application status, USA Hire assessment completion status, and review your notifications sent by the hiring agency regarding your application. Beginning September 27, 2025, Federal agencies will only accept resumes up to two pages in length to comply with the Merit Hiring Plan. Resumes longer than two pages will result in ineligibility for further consideration for the position. USAJOBS will not allow you to upload or build resumes longer than two pages, and you will need to update the resumes in your profile before applying for a job. Resumes should include information relevant to the knowledge, skills, abilities, and competencies of the position to which you are applying. VA is unable to make assumptions about qualifications if not clearly listed. Resumes must be legible so they can be reviewed for eligibility, minimum qualifications and other position requirements listed in the job announcement. Your resume must be 5MB or less. We recommend saving and uploading your resume as a PDF to maintain formatting and number of pages. We also accept GIF, JPG, JPEG, PNG, RTF, TXT, PDF, ODT or Word (DOC or DOCX). We do not accept PDF portfolio files. We recommend using a sans-serif font size like Lato, if available. Other widely available options are Calibri, Helvetica, Arial, Verdana, Open San Source Sans Pro, Roboto or Noro Sans. Make your page margins 0.5 inches. Consider using 14-point size font for titles and 10-point for the main text in your resume. The resume builder can help you create a resume using these recommendations and uses the information in your USAJOBS profile to help you get started. Helpful Hints for Creating a Two-Page Resume: Prioritize most relevant and recent experience Use concise, results focused language Align language from the job announcement Focus on demonstrating skills and competencies Remove outdated or unrelated experience Use the USAJOBS resume builder Additional guidance on this new requirement and resume building tools can be found at https://help.usajobs.gov/faq/application/documents/resume/page-limit.

Application Deadline: 2026-05-04