Occ. Code 2247510

VISITOR SERVICES ASSISTANT 1, GRADE 8	2247510
VISITOR SERVICES ASSISTANT 2, GRADE 12	2247520

New York State Department of Civil Service

Classification Standard

BRIEF DESCRIPTION OF CLASS SERIES

Positions in this series act as New York States representative to people who visit the State Museum and related museum and historical sites, the State Capitol Building, and the Empire State Plaza. 

These positions are classified at the Office of General Services and State Education Department.

DISTINGUISHING CHARACTERISTICS

          VISITOR SERVICES ASSISTANT 1: full performance level; under the general direction of a Visitor Services Assistant 2 or other supervisory staff,  welcomes visitors, tourists, special interest groups, schools groups and provides an in-depth interpretation of the respective site to which they are assigned.  Positions may also provide special curriculum tours.

          VISITOR SERVICES ASSISTANT 2: supervisory level; under the general direction of a General Services Curatorial Program Supervisor, oversees the daily activities of the Tour Guide Program at the Office of General Services including the supervision of Visitor Services Assistant 1s.  At the State Education Department, supervises Visitor Services Assistant 1s at the State Museum.

ILLUSTRATIVE DUTIES

VISITOR SERVICES ASSISTANT 1

· Organize and conduct guided tours of exhibits or sites, and deliver interpretative talks and programs on specific topics.

· Operate Visitor Center and Information Booths, providing information to the public on various topics and answering questions.

· Maintain visitor records and supplies of brochures and other printed information available to the public.

· Perform research as it relates to the tour program, and on-going education and interpretation training.

· Provide safety and security for visitors by conducting evacuations in case of an emergency, ensuring sites are clean and hazard free, and making appropriate referrals on behalf of visitors experiencing a medical emergency or accident.

· May participate in the daily operation of a Visitor Center Gift Shop.

VISITOR SERVICES ASSISTANT 2

· Perform the duties and responsibilities of Visitor Services Assistant 1.

· Resolve on-site issues and problems with visitors, legislators, and staff.

· Liaison with other departments, tenant agencies, and outside organizations on various issues and special requests.

· Assist in the recruitment, scheduling, and training of volunteers.

· Manage incoming requests for special tours and presentations.

· Perform the full range of supervisory duties including approving leave and tracking time and attendance; identifying staff development needs; evaluating staff performance; and completing performance evaluations.

MINIMUM QUALIFICATIONS

          VISITOR SERVICES ASSISTANT 1

Non-competitive: two years of experience* in the visitor/customer service environment in a cultural institution.

          VISITOR SERVICES ASSISTANT 2

Promotion: one year of experience as a Visitor Services Assistant 1.

Non-competitive: three years of experience* in the visitor/customer service environment in a cultural institution, including one year as a supervisor.

*Substitution: College study may be substituted for up to two years of the general experience on the basis of 30 semester credit hours being equal to one year.

Date:  10/16

NOTE: Classification Standards illustrate the nature, extent and scope of duties and responsibilities of the classes they describe. Standards cannot and do not include all of the work that might be appropriately performed by a class. The minimum qualifications above are those which were required for appointment at the time the Classification Standard was written. Please contact the Division of Staffing Services for current information on minimum qualification requirements for appointment or examination.