Program Assistant (Floor Lead)

The Visitor Experience division ensures every visitor to the National Gallery of Art enjoys a seamless, welcoming experience. The team oversees departments focused on onsite operations, audience research, membership engagement, and human-centered design initiatives. It combines exceptional service and thoughtful design with insights that inform and improve every interaction.

By integrating strategic planning, frontline engagement, and research, the division creates experiences that are welcoming, informative, and inspiring. If selected for this position, the programs managed include, but are not limited to: Supports daily front-of-house operations by assisting with staffing coordination, visitor flow, queue management, signage creation and deployment, and supporting special events. Works closely with DD-VE and cross-departmental teams to implement service initiatives and technologies that enhance the visitor, staff and volunteer experience.

Answers public inquiries via Zendesk, responding promptly and courteously to visitor emails and phone calls while logging, coding and tracking questions, comments and complaints according to established procedures. Assists with lost and found daily operations using Zendesk to log, track and reconcile items efficiently and accurately in collaboration with DD-VE representatives. Collects and records visitor feedback and questions to identify trends and opportunities for improvement.

Your resume serves as the basis for qualification determinations and must highlight your most relevant and significant work experience and education (if applicable) as it relates to this job opportunity. 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).

Your resume must include the dates of all qualifying experience (from month/year to month/year) and the number of hours worked/volunteered per week.

Your resume must not be longer than 2 pages in length.

Although this position does not have a positive education requirement and education is not substitutable for experience/mandatory technical qualifications identified above.

You may submit copies of your transcripts or a course listing.

You must provide documentation supporting your education claims. Education must be obtained from an accredited institution recognized by the U.S. Department of Education. Foreign education must be reviewed by an organization recognized by the U.S. Department of Education. For special instructions pertaining to foreign education and a list of organizations that can evaluate foreign education, see the Department of Education website.

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: Experience developing and overseeing multifaceted national partnerships. Knowledge of public programming design, implementation and evaluation.

Demonstrate interpersonal skills including the ability to communicate with clarity. Ability to build and maintain relationships and stay abreast of potential collaboration opportunities. Knowledge of principles of planning and ability to use the planning process to set organizational fiscal and programmatic priorities.

Experience in communications strategy, including knowledge of all public relations functions. 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 many" 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.

You may preview questions for this vacancy.

The National Gallery of Art fosters a diverse and inclusive workplace and is an Equal Opportunity Employer.

This position is not included in the bargaining unit. Some positions may require completion of a probationary period of up to 1 (one) year. Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.

Recruitment Incentive: Recruitment incentive(s) may be authorized for this position. However, approval for incentives are contingent upon various availability. If authorized, certain incentives will require the incumbent to sign a service agreement to remain in the Federal government for a certain time period.

Note: This statement does not imply nor guarantee an incentive will be offered and paid. Selections may be made for vacancies across the National Gallery of Art (NGA). By applying to this position, you agree to allow your application and other personal information to be shared with one or more NGA hiring officials for employment consideration for same/similar positions within the location(s) identified in this announcement.

AN EXTERNAL SELECTED CANDIDATE MUST BE FINGERPRINTED AND RECEIVE A BACKGROUND INVESTIGATION, RESULTING IN A SATISFACTORY SUITABILITY DETERMINATION BEFORE BEING HIRED FOR THIS POSITION. EEO Policy: https://help.usajobs.gov/equal-employment-opportunity Reasonable Accommodation Policy: https://help.usajobs.gov/reasonable-accommodation Veterans Information: https://help.usajobs.gov/working-in-government/unique-hiring-paths/veterans Reasonable Accommodation Requests: To learn more, please consult the following resources: Disability Employment - Reasonable Accommodations (OPM) How to contact an agency

To apply for this position, you must complete the online application and submit the documentation specified in the Required Documents section of this vacancy.

The complete application package must be submitted by 11:59 PM (EST) on the closing date to receive consideration. If you have questions about this job, please contact the HR Office representative listed in the "Agency Contact Info" section of this vacancy announcement. If you need assistance in applying on-line, please refer to the How to Apply section below and explore the Federal Application Process information on the USAJobs website. To begin, click Apply Online to access an online application.

Follow the prompts to select your USAJOBS resume and/or other supporting documents.

You will need to be logged into your USAJOBS account or you may need to create a new account.

You will be taken to an online application.

Complete the online application, verify the required documentation, and submit the application. Read the Eligibility questions carefully. The questions address if you are eligible to apply to this JOA.

Your responses will affect your consideration for the position.

You may qualify for more than one eligibility, so please choose carefully.

You will only be considered under the options you have selected. If you respond that you do not meet any of the eligibility questions, you will not be considered for this position.

You will receive an email notification when your application has been received for the announcement. If experiencing a significant hardship which hinders your ability to apply on-line, please contact the Agency Contact listed on this announcement at least two business days before the closing date, to discuss your situation. Failure to contact us within sufficient time may result in your hardship request being denied.

The National Gallery of Art receives many applications for each job. Each application is reviewed carefully which may take a few weeks. To verify the status of your application, log into your USAJOBS account, https://my.usajobs.gov/Account/Login, select the Application Status link and then select the More Information link for this position.

The Application Status page will display the status of your application, the documentation received and processed, and your responses submitted to the online application.

Your uploaded documents may take several hours to clear the virus scan process. Do not submit photographs with your application package. Documents with photographs may not be seen by hiring officials - you must remove your image from any badges, licenses, etc.

If your resume includes a photograph or other inappropriate material or content (e.g. SSN or DOB), your resume will not be used to make eligibility and qualification determinations and you will not be considered for this vacancy. Documents submitted as part of the application package, to include supplemental documents, may be shared beyond the Human Resources Office.

Some supplemental documents such as military orders and marriage certificates may contain personal information for someone other than you.

You may sanitize these documents to remove another person's personal information before you submit your application.

You may be asked to provide an un-sanitized version of the documents if you are selected to confirm your eligibility. Do not upload Adobe portfolio documents. Adobe portfolio documents are not viewable by our agency's staffing offices.

To apply for this position, you must provide a complete Application Package which includes: Your Resume (no more than 2 pages) showing the applicant's name, email address, work schedule, hours worked per week, dates of employment, and duties performed to include pay plan, series, and grade level for relevant federal experience.

Your resume must show complete information for each job entry to support minimum qualifications. For assistance with creating a resume, please click USAJOBS Help Center - How do I write a resume for a federal job? Do not include the following types of information in your resume: Classified or government sensitive information Social Security Number (SSN) Photos of yourself Personal information, such as age, gender, religious affiliation, etc.

Encrypted and digitally signed documents Other supporting documents: Cover Letter, optional Most recent Performance Appraisal, optional Unofficial school transcripts, if the position has an education requirement or if you are using education to qualify. If selected for the position, you must provide an official transcript before appointment. Proof of U.S. accreditation for foreign study, if applicable.

Veterans' Preference documentation, if applicable (e.g. DD-214 Member Copy 4 showing type of discharge/character of service; Current Active Duty members must submit a certification of expected discharge or release from active duty under honorable conditions dated within 120 days; SF-15 Form and related documentation; VA letter.) If you are a veteran and you are claiming 5-point veterans' preference, you must submit a copy of your DD-214 or other proof of eligibility. If you are a veteran and you are claiming 10-point veterans' preference, you must also submit an SF-15, "Application for 10-Point Veterans' Preference" plus the proof required by that form.

For more information on veterans' preference click here. Failure to submit any of the above-mentioned required documents may result in loss of consideration due to an incomplete application package. It is your responsibility to ensure all required documents have been submitted have been submitted prior to the closing date of the announcement.