The primary purpose of this position is to provide the services and perform the duties inherent in switchboard operations of the medical facility. The work involves routing the calls to their proper destinations and providing telephone and organizational information to callers. The switchboard operates 24 hours per day, 7 days per week.
To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 03/25/2025. You may qualify based on your experience and/or education as described below: Generalized Experience: You must have one year of progressively responsible clerical, office, or other work that indicates the ability to acquire the particular knowledge, skills and abilities needed to perform the duties of the position. Examples of general experience are using personal computer, answering telephone calls, providing information to customer. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have successfully completed two (2) years of education above high school level in any field for which high school graduation or the equivalent is the normal prerequisite. OR, Combination: Applicants may also combine education and experience to qualify at this level. You must have a combination of general experience and education beyond high-school level in any field for which high school graduation or the equivalent is the normal prerequisite. You will be rated on the following Competencies for this position: Computer Skills Customer Service Organizational Stewardship Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. Note: A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment. Physical Requirements: The work is usually sedentary in nature. Concentration Is required in determining priorities. Some standing, and walking is necessary to consult manuals or directives. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.
Places and receives regular calls, Provides directory service assistance to callers by retrieving organizational information from computerized directory databases. Monitors all incoming calls, emergency type calls such as those to security, the police, the fire department, etc., to assure call completion and proper disposition. Serves as telephone operator after normal duty hours, reporting all emergency communication outages. Responsible for retrieving and/or updating relevant information in computerized databases using detailed procedural instructions and established guidelines pertaining to customers assistance, receiving, placing, and monitoring calls. Monitor and respond to all fire, smoke, and water alarms by announcing, appropriates codes or other notification as required. Monitor and respond to oral and Visual, Code Blue, alarm panel for life Support, Surgical Intensive Care Unit, Medical Intensive Care Unit, CT-Scan, and Surgical Recovery Room by announcing Codes upon activation or report alarm panel malfunctions. Provide voice paging utilizing for the Medical Center. Work Schedule: Monday - Friday, 0730-1600 (7:30AM - 4:00PM). Subject to change based on the needs of the facility. Telework: VA supports the use of telework as a way to help attract and retain talented individuals in public service, increase worker productivity, and better prepare the agency to operate during emergencies. This position may be authorized for telework. Telework eligibility will be discussed during the interview process. Virtual: This is not a virtual position. Position Description/PD#: Telephone Operator/PD07283A The VA has adopted Core Values and Characteristics that apply universally across the Department. The five Core Values define "who we are," our culture, and how we care for Veterans, their families and other beneficiaries. The Values are Integrity, Commitment, Advocacy, Respect and Excellence ("I CARE"). As a VA professional, your opportunities are endless. With many openings in the multiple functions of VA, you will have a wide range of opportunities and leadership positions at your fingertips.