Chief, Visitor Engagement Office
4 weeks ago
The Chief of Visitor Engagement (CVE) reports to the Director of Learning, Literacy and Engagement.
The CVE is responsible for maintaining a high quality accessible and engaging visitor experience through delivery of world-class service standards, setting long and short term goals and implementing strategies for leveraging the institutions resources and services.
The CVE develops and oversees policies and procedures, management and implementation for information/orientation operations throughout the Library campus, including the information desks and other public spaces throughout the buildings.
The CVE oversees onsite visitor studies; makes recommendations and implements new services, programs and products for the visitors from planning the visit, arrival, onsite experience, and post-visit.
Manages visitor engagement staff and volunteers; and provides oversight of a variety of services and programs designed to enhance visitor engagement at the Library so that its diverse visitors (almost two million annually), including Members of Congress and their constituents, special guests, official and professional visitors, foreign dignitaries, and researchers, can make personal connections to the Library.
The Office works closely with all Library service units/divisions especially offices within CLLE, the Center for Exhibits and Interpretation, Communications, Congressional Relations Office, Facilities, Security, Office of the Chief Information Officer, Library Shop, and Architect of the Capitol to ensure that visitor programming is coordinated with the institution's strategic goals and operations while being responsive to the interests and expectations of the visiting public and special guests.
Provides administrative and technical supervision relative to the staff supervised.Plan work to be accomplished by subordinates, set and adjust short-term priorities, and prepare schedules for completion of work; Assign work to subordinates based on priorities, selective consideration of the difficulty and requirements of assignments, and the capabilities of employees; Observes workers' performance; demonstrates and conducts work performance critiques.
Establishes guidelines and performance expectations for staff and clearly communicates these through the formal employee performance management system. Provides informal feedback and periodically evaluates employee performance. Resolves informal complaints and grievances. Recommend appointment, promotion, or reassignment and develops work improvement plans, recommending personnel actions as necessary.
Uses extensive professional knowledge of visitor engagement theory and practice to ensure quality control and program management at the highest standards.
Uses many years of experience in the profession to assess effectiveness of and determine needed improvements of complex Library program issues and concerns and known future institutions/organizational goals to create a successful program; determines resource requirements, estimating short- and long-range personnel, budgetary, space, and equipment needs.
Identifies, develops and implements strategies for engaging the visiting public and for Congressional, official, professional, and special visitors, including foreign and domestic dignitaries.
Identifies needs for and oversees the growth and development of programs and other services to provide Library visitors with enriching and educational experiences.
Provides expert guidance in resolving exceptionally complex problems or issues impacting the institution-wide public access and visitor services and engagement.
Directs collaborative efforts with offices Library wide to develop integrated approach to visitor engagement. Provides guidance to key managers and stakeholders to develop priorities for developing and using resources. Ensures that all implications are identified, weighed, studied, and discussed. Contacts other agencies and organizations to obtain information and models for managing various issues. Identifies and resolves problems that are barriers to achieving goals.
Exercises a broad degree of independence and applies authoritative judgment in developing and maintaining relationships with various stakeholders in the government, private industry, and or/academic institutions.
Requirements
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.
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 supervise and lead a diverse workforce.**Ability to provide program management, evaluation, and oversight.**Ability to develop innovative business strategies and build coalitions.**Ability to interact collaboratively and serve as a program liaison.
Ability to communicate in writing.
Ability to communicate effectively other than in writing.
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.
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 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.
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.
In addition, per Library of Congress Regulation , 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.The selected applicant may be required to file a financial disclosure statement with the House of Representatives, U.S. Congress, in accordance with the provisions of Public Law 95-521, Ethics in Government Act of 1978.
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