Visitor Engagement Technician

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.

Major 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 Sunday. 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.

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.

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.