Visitor Engagement Technician

Summary

The Library of Congress shares its vast collections of books, manuscripts, photographs, maps, audiovisual materials, and priceless artifacts to cultivate curiosity and spark imagination. We engage, inspire, and inform Congress and the American people with a universal and enduring source of knowledge and creativity. We seek highly talented professionals to join a vibrant and collaborative community. Your work here will have lasting impact on the Library and its users well into the future.

Duties

This position serves as a Visitor Engagement Technician in the Center for Learning, Literacy and Engagement (CLLE), Visitor Engagement Office (VEO) in the Library of Congress (LOC) and reports to the Supervisory Program Specialist. The Technician at all levels is focused on the customer service and engagement experience of every Library of Congress visitor. This is a public-facing position that provides information, wayfinding, and guided experience for visitors of the Library to include the public, Congressional Staff, Congressional Constituents, visiting delegations, school groups, tour companies, visitor with disabilities, and other key audiences. While performing daily duties, the Visitor Engagement Technician is also responsible for ensuring proper handling and security of Library of Congress materials. As the Visitor Engagement Technician , you will: Serve as a Library of Congress representative to visitors of the Library in person by providing information and responding to inquiries. Communicate with Library visitors and adapts information as needed for diverse visitors. Engage with visitors to provide information or respond to inquiries. Communicate with visitors to reserve passes and register visitors for events. Control access by collecting passes for access/tours or confirming reservations for events. Staff the Information Kiosk and/or wayfinding posts to respond to inquiries and provide information. Train lower grade staff on policies and procedures for visitor engagement and provide mentoring for new staff in public contact. Perform data gathering, tracking, and reporting functions in support of operational planning and leadership decision-making. Maintain physical and electronic records of daily docent tour data, ensuring accurate documentation, organization, and retention within designated shared drives and tracking systems. Compile, analyze, and report programmatic data to leadership for informal updates, strategic planning, and presentation purposes. Conduct guided and specialty tours through various areas of Library of Congress building and specific exhibition areas or to specialized groups and/or individuals. Provide guidance to Volunteer Docents or assist Volunteer Docents with tours and/or inquiries. Schedule and assist Volunteer Docents with daily tours. Make recommendations for presentation modification or needs based upon visitor feedback. Perform writing, research, and content development functions in support of volunteer education, staff preparedness, and organizational communications. Develop and author educational study guides for inclusion in the volunteer educational catalog, ensuring volunteers and staff are equipped to accurately interpret institutional architecture, art, collections, and reading rooms for diverse audiences including visitors, dignitaries, VIPs, and Members of Congress. Produce written materials that translate complex subject matter into accessible, engaging, and informative educational resources aligned with institutional interpretive standards. Draft and disseminate updates regarding new VEO programs, initiatives, and activities for inclusion in general staff newsletters to promote organizational awareness and internal communication. Performs other duties as assigned. The position description number for this position is 470306. The salary range indicated reflects the locality pay adjustments for the Washington, D.C., Metropolitan area. The incumbent of this position will work a Fixed work schedule: 8:40 a.m. - 5:00.p.m Tuesday, Wedneday, Friday, and Saturday. Most Thursdays, noon to 8:30 p.m This is a non-supervisory, bargaining unit position. Relocation expenses will not be authorized for the person(s) selected under this vacancy announcement. Requirements

Conditions of Employment Library of Congress employees are prohibited from using illegal drugs, including marijuana. The Library is part of the Federal Government and abides by federal law, so regardless of individual state or District of Columbia laws, marijuana use is illegal, considered criminal activity, and can affect your employment at the Library. In addition, past or current drug use and activities (e.g., selling or distributing) may deem you ineligible for employment. Qualifications

Applicants must have had progressively responsible experience and training sufficient in scope and quality to furnish them with an acceptable level of the following knowledge, skills, and abilities to perform the duties of the position without more than normal supervision. Ability to provide visitor services and analyze program data.** Ability to plan, organize and conduct official, public, and specialized visits and tours.** Ability to create written materials for the public.** Ability to present information orally through briefings and other presentations. Ability to interact collaboratively with others. Ability to communicate effectively other than in writing.

How You Will Be Evaluated

The Library of Congress evaluates applicants through an applicant questionnaire and a structured interview. Applicants may also be screened for some jobs through licensing, certification, and/or education requirements, a narrative/application review, and/or a preliminary telephone interview. The knowledge, skills, and abilities (KSAs) that are marked with a double asterisk (**) in the vacancy announcement and the applicant questionnaire are considered the most critical for a position. To be considered for final selection, applicants must demonstrate fully acceptable experience in these designated KSAs in the narrative/application review, preliminary telephone and/or full structured interview. The various assessment tools listed above are designed to verify or explore applicants' experience, knowledge, and training directly related to the job in order to identify the best qualified applicants for selection. You may preview questions for this vacancy. Other Information

Although it is the Library's policy to afford the maximum pay benefit to employees when setting rates of pay, a new appointee who has had no previous Federal service will generally be paid at step one of the grade. The Library of Congress is an equal opportunity employer. Applicants must submit a complete application package that is received by the closing date of this announcement. Appointment/retention is subject to a favorable evaluation of an appropriate personnel security/suitability investigation. For more information, please see: Vetting Process This agency provides reasonable accommodation to applicants with disabilities. If you need a reasonable accommodation for any part of the application and hiring process, please email [email protected]. The decision on granting reasonable accommodation will be determined on a case-by-case basis. Applicants with disabilities may be considered under special hiring procedures and must submit an appropriate certificate of eligibility when applying for this position. The proof or disability/certification may be issued by the State Vocational Rehabilitation Office, Disability Services or Career Services office of the applicant's college or university, or the Department of Veterans Affairs. The letter must verify that the applicant has a severe disability and must be dated within three years of the date of the application. Certification from health care providers are not accepted. For more information contact the Library's Office of Equal Employment Opportunity at 202-707-6024 or email [email protected]. FAILURE TO SUBMIT YOUR CERTIFICATION WILL CAUSE YOUR APPLICATION TO NOT BE CONSIDERED UNDER THE SELECTIVE PLACEMENT PROGRAM. The Library of Congress is the national library of the United States and is part of the Legislative Branch of the Federal government. As such, all positions are in the excepted service. The Library reserves the right to fill a lesser or greater number of vacancies indicated during the life of this vacancy announcement. Initial permanent appointments to the Library of Congress require completion of a one-year probationary period. Probationary periods served at other Federal agencies do not count toward this requirement. The Library of Congress may offer repayment for all or part of federally insured student loans. However, not all service units within the Library of Congress participates in the repayment of federally insured student loans. Therefore, determination to repay a federally insured student loan is subject to approval by the appropriate service unit. A “Not to Exceed" (NTE) status is used to identify an appointment with a specific ending date. However, the Library has the right to separate a NTE employee at any time due to either performance issues or budget constraints. Are you a veteran? Please indicate the type of veterans' preference you are claiming in your application materials and/or applicant profile and provide the appropriate supporting documentation to validate your claim. Those applying for 5-point preference must submit Member Copy 4 of your DD 214. Those applying for 10-point preference must fill out an SF-15 (click here for the form) and provide the required documentation listed on the back of the form. If required supporting documentation is not attached, Veterans' Preference will not be considered in the application process.