Supervisory Visitor Operations and Volunteer Specialist

Washington, D.C
Aug 16, 2022
Aug 24, 2022
Full Time

The incumbent supervises visitor operations to leverage available resources and services and ensure effective public operations throughout the Library campus, including building entry areas, information desks and other public spaces; collects and analyzes visitor data; and, makes recommendations for new services, programs and products for visitor experiences and engagement. He/she oversees front-line staff and volunteers and implements a variety of services and programs to enhance visitor engagement for the Library's diverse visitor population and others, including Members of Congress and their constituents, special guests, official and professional visitors, foreign dignitaries, and researchers. The incumbent works closely with all Library service units and with external stakeholders such as staff of the Architect of the Capitol to coordinate visitor on-site experiences and support the institution's strategic goals and operations while being responsive to the interests and expectations of the visiting public and special guests.

Supervises a group of employees performing work up to the GS-09 level. Plans work of subordinates, sets and adjusts short-term priorities, and prepares schedules for completion of work; and, assigns work to subordinates. Provides informal feedback and periodically evaluates employee performance. Resolves informal complaints and grievances. Recommends appointment, promotion, or reassignment and develops work improvement plans. Provides advice and counsel to workers related to work and administrative matters.

Leads planning for day-to-day operations; volunteer activities; and administration and events planning. Determines the most effective methods for connecting audiences to engagement experiences, identifying project partners within and outside the Library to further the strategic objectives. Resolves most unforeseen complications and conflicts that arise with internal stakeholders and outside audiences. Collaborates with other stakeholders to determine methodology for work assignments and coordinates implementation.

Oversees the Visitor Engagement Office day-to-day visitor services on the floor, including the frontline staff and volunteers. Manages the day-to-day guided experiences and operations, including entry, welcome and orientation messaging and the public facilities related to orientation and electronic offerings, as well as volunteers. Plans and carries out approved strategies related to visitor engagement operations, volunteer services and events and administration.

Develops Library-wide relationships for the overall visitor experience strategy, managing the operations and/or volunteer services, and/or public events and administration. Works with colleagues, volunteers, and Library staff and outside government officials to handle complex circumstances with the utmost sensitivity to and awareness of the vast diversity of cultures among Library visitors.


Conditions of Employment

Conditions of Employment

The Supervisor leads his/her staff toward meeting the Library's vision, mission, and goals by acting decisively, leveraging diversity and inclusiveness, demonstrating flexibility and resilience, fostering continuous improvement and innovation, and fostering integrity and honesty. To view the Library's Supervisory Core Competencies click the following link:

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.


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 lead and supervise a diverse workforce.**

Ability to provide planning and management oversight for a visitor and/or volunteer program.**

Ability to analyze organizational and operational problems and develop solutions using analytical methods to improve programs and processes.**

Ability to adapt to changing circumstances while working in a variety of environments.

Ability to work collaboratively and interact with diverse groups.

Ability to communicate in writing.

Ability to communicate effectively other than in writing.


This job does not have an education qualification requirement.

Additional 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. All who meet the eligibility requirements are encouraged to apply.

Applicants must submit a complete application package that is received by the closing date of this announcement.

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 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 EEO/Diversity Programs at 202-707-6024 or email 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.

Appointment/retention is subject to a favorable evaluation of an appropriate personnel security/suitability investigation. For more information, please see:

The Library reserves the right to fill a lesser or greater number of vacancies indicated during the life of this vacancy announcement.

Initial appointments, permanent or indefinite, to the Library of Congress require completion of a one-year probationary period. In addition, per Library of Congress Regulation 2010-12, an appointee or internal selectee is subject to a one-year supervisory probationary period, if this is his/her first supervisory/managerial position at the Library.

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.