Background

The Smithsonian Institution, National Air and Space Museum (NASM) seeks one coordinator for the Visitor Services volunteer program. The Lead Visitor Services Coordinator works with the Visitor Services team to manage volunteers, to communicate with the public, and to support daily operations and activities at the Museum. Lead Visitor Services Coordinators work at both National Air and Space Museum in Washington, DC and the Steven F. Udvar-Hazy Center in Chantilly, Virginia.

This position is located in the Visitor Services Division of the National Air and Space Museum (NASM), Smithsonian Institution (SI). The purpose of the position is to supervise and maintain a successful volunteer program. The incumbent serves as Lead Visitor Services Coordinator, and is responsible for day-to-day management of Visitor Services programs, including health and safety, customer service, volunteer management, volunteer scheduling, tour and program scheduling, communication with the public, and collaboration with all NASM offices in addition to many SI offices. The incumbent upholds the Smithsonian, National Air and Space Museum’s philosophy, vision and core standards for visitor service, ensuring that the visitors’ “first and last impression” of their experience at the Museum is a positive one.

Major Duties

The Lead Visitor Services Coordinator has the following major responsibilities:

  • Plan, manage, and implement all elements of Visitor Services operations.
  • Provide guidance and leadership to volunteers, as well as teammates, as a team lead.
  • Provide customer service for Museum visitors, staff, and volunteers.  
  • Recruit and hire a qualified and diverse group of volunteers.
  • Initiate and execute enrichment and recruitment activities for volunteers.
  • Prepare and deliver training to new volunteers, and evaluate volunteers’ performance within the program.
  • Provide direction and logistical management to a diverse group of people, establishing, implementing, and maintaining policies and procedures that ensure the smooth operation of the Visitor Services volunteer program.
  • Maintain records of all volunteer activity, and provide administrative support to all NASM volunteers.
  • Maintain records of all program expenses and ensures that expenditures are made within budget guidelines.
  • Effectively and constructively resolve conflicts with and between volunteers, visitors, and staff.

Knowledge Required for the Position

  • Strong working knowledge of museum management, operations, policies, procedures, goals and objectives and knowledge of museums in order to lead Visitor Services representatives, and for the execution of Visitors Services programs, in presenting orientations and exhibition information to greet visitors.
  • Knowledge of management and administrative concepts, theories, principles, methods and techniques to organize, administer and manage operational and staffing requirements for Visitor Services activities.
  • Knowledge of the principles and concepts of human relations and resources sufficient to guide, supervise, direct and motivate a staff of paid and unpaid personnel engaged in Visitor Services operations.
  • Ability to assess, analyze, coordinate and evaluate a variety of work processes, programs and activities and develop or assist in developing plans, systems and procedures to provide responsive and efficient visitor services.
  • Ability to independently assess work requirements and make quick and sound judgments to facilitate completion of tasks/projects.
  • Ability to motivate and inspire others.  Ability to work effectively on a variety of teams; must motivate a variety of people (visitors, staff and volunteers) from a variety of education, economic and cultural backgrounds over whom they have no authority to cooperate to ensure the best experience for the most people.
  • Skill in providing services and assistance to visitors of a museum, education center, cultural or historical site, recreation site, or similar facility which receives large numbers of public visitors.
  • Knowledge and ability to manage and evaluate a volunteer program, and to coordinate its development with the needs of NASM other Museums and Institutional offices, and to advise and assist them to improve or enhance their performance of duty.
  • Knowledge of the logistical, legal and ethical issues associated with managing volunteers.
  • Ability to communicate verbally, and in writing, in a manner that is clear and easily understood by audiences of all ages, including an ability to meet and communicate with individuals from museums, cultural organizations and businesses. Oral and written skills are leveraged to provide direction to volunteer staff via e-mail, briefings, presentations, and other methods as assigned.
  • Knowledge of NASM’s programs and policies, sufficient to develop programs and visitor services that support initiatives of the Museum.
  • Knowledge of program goals, priorities, and commitments in the area of public service, sufficient to operate a volunteer program with maximum efficiency and effectiveness.
  • Problem solving skills exercising patience and tact, showing empathy but firmness in order to maintain Museum and Institution standards.
  • Knowledge and discretion in seeking the involvement of the professional staff of the Museum and in making use of the various Museums or Institutional facilities.
  • Working knowledge and skill of information technology in order to use desktop computer applications to prepare communications, presentation materials, and reports.

Supervisory Controls

The incumbent works under the general supervision of the Visitor Services Supervisor and the Visitor Services Manager. The incumbent exercises judgment in developing and managing the programs, but consults with the supervisor on complex issues or on policy, matters not previously discussed. Work is evaluated to determine if program objectives and goals have been met and for compliance with NASM and Smithsonian Institution policies.

Guidelines

Guidelines consist of the policies and procedures of the National Air and Space Museum and the Smithsonian Institution, the Americans with Disabilities Act, and guidelines and standards for working with volunteers. The incumbent uses judgment in interpreting and adapting guidelines to specific cases or problems. The incumbent is expected to analyze program operations and results and to recommend changes or enhancements as appropriate.

Complexity

Responsible for providing leadership in volunteer recruitment and retention while managing a large volunteer population (some 1000 volunteers). Directing a large volunteer staff requires strong organizational skills, an ability to communicate information clearly and precisely both verbally and in writing, an ability to develop comprehensive work plans to sustain these programs, and knowledge of the methods and practices for training, managing, and evaluating volunteers. The work involves managing the daily visitor operations of the Museum, and providing leadership to fellow teammates in also doing so. The incumbent must exercise initiative in defining work, setting priorities, analyzing, evaluating, developing and implementing plans, systems and resources for accomplishing the work. Works with staff and volunteers to create and enhance the volunteer program to eliminate burn-out and increase volunteer retention. Provides leadership, guidance, development, and support to staff and volunteers at the National Mall Building and the Steven F. Udvar-Hazy Center. Responsible for oversight of Visitor Services training processes. Represents Visitor Services in meetings and planning committees. Participates in the recruitment, selection and development of diverse and highly skilled employees.  Ensures a safe and healthful work place for volunteers through leadership, guidance and support of the SI’s occupational safety and health policies.  Speaks about Visitor Services and customer service to internal and external staff and organizations.

Scope and Effect

The purpose of the Lead Visitor Services Coordinator position is to manage and implement Visitor Services programs and operations to facilitate visitor comfort, safety, and enjoyment at the Museum. The Lead Visitor Services Coordinator serves as a team lead, providing support and guidance to teammates on all Visitor Services procedures and policies. The incumbent's efforts to provide informative and effective Visitor Services in highly emotional and challenging conditions assists in providing a quality Museum experience for visitors, and a positive image to the public. In addition to communicating with the central Smithsonian Office of Visitor Services and various Smithsonian offices, Visitor Services initiatives are interrelated with all Museum programs and operations. Collaboration and coordination is essential with various NASM offices including Education, Public Programs, Advancement, Communications, Web, Information Technology, Special Events, Security, Health and Safety, Building Management, Business Operations, Information Technology, etc.

Personal Contacts

Contacts are made with gallery staff, curators, docents, and experts throughout the Smithsonian. The incumbent initiates and maintains contact with the staff of other museums: professional, business, educational and cultural communities, and the general public. Contacts also include Museum staff at all levels of management, vendors, contractors, other Government organizations, donors, Board members, student groups, VIPs, and general public visitors in a variety of situations.

Purpose of Contacts

Contacts are made to plan and coordinate all aspects of the volunteer program: to gather and disseminate information, to exchange and discuss ideas or concepts, and to motivate and influence people to work toward mutual goals. Contacts are also made to stay abreast of current trends in the development, organization, and management of volunteers.

Physical Demands

The work is primarily sedentary, but some walking, standing, bending, and carrying of light items (10 pounds) are periodically required.

Work Environment

Coordinators work in an office and a museum environment, as well as outdoors in non-climate controlled environments.  This position requires working alternate weekends and often evening and holiday hours.

Pay Scale and Grade

This position a Trust position, equivalent to the GS-9 level. There is no supervisory status or promotion potential.

Qualifications

Basic Requirements:

Degree: Bachelor's degree (or higher degree) that included or was supplemented by at least 24 semester hours in a field related to the work of the position.

OR Combination of Education and Experience: At least 24 semester hours in a field related to the work of the position. The experience must have demonstrated (1) a thorough knowledge of the principles underlying the work of this position, and (2) understanding, both theoretical and practical, of the methods and techniques applied in performing work in this position.

OR Specialized Experience: Three years of specialized experience, which include volunteer management and training in an informal education setting. This definition of specialized experience is typical of work performed at the next lower grade/level position in the federal service (GS-7 or above).

How to Apply

Send resumes and transcripts to NASMHRHiring@si.edu please indicate the position title in the subject line. Position will be posted until filled.