Videos

***THIS IS NOT A VIRTUAL POSITION, YOU MUST LIVE WITHIN OR BE WILLING TO RELOCATE WITHIN A COMMUTABLE DISTANCE OF THE DUTY LOCATION***

Major duties and responsibilities include:

• Utilizing the OPWEB (network-based web site with an interactive phone book) and answers incoming calls utilizing the Cisco Unified Contact Center Express (UCCX) system.
• Monitoring and responding to various codes, intrusion alarms, and police dispatch.
• Updating and tracking information relevant to on-call and Resident rotations schedules.
• Completing an accurate, daily record log of events and incidents on a daily basis for each shift.
• Handling multiple calls under pressure in a stressful setting and exhibiting a high degree of interpersonal communication.
• Work is performed in a communication center setting assisting callers, dispensing information to veterans, medical staff, nursing staff, administrative personnel, and the general public.
• Determining if the call requires emergent or urgent clinical advice.
• Using Outlook to receive, reply and send email' messages related to' on-call schedules, procedural updates, patient and staff safety, security issues, and other important facility level messages.
• Performing clerical duties including but not limited to, typing documents on the computer, record keeping, timekeeping, on-call schedule, time keeping duties, and ordering supplies.
• Performing other duties as assigned.

Work Schedule: Monday-Friday, 7:30am to 4:00pm

Recruitment & Relocation Incentives: Not authorized

Critical Skills Incentive (CSI): Not approved

Conditions of employment

• You must be a U.S. Citizen to apply for this job
• Selective Service Registration is required for males born after 12/31/1959
• You may be required to serve a probationary period
• Subject to background/security investigation
• Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued dentification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP)

Qualifications

IN ORDER TO QUALIFY FOR THIS POSITION AT THE GS-4 LEVEL YOU MUST MEET THE FOLLOWING:

GENERAL EXPERIENCE: You must possess at least one year of general experience that equipped you with the particular knowledge, skills, and abilities (KSA's) needed to successfully perform the duties of the position and that is typically in or related to this Telephone Operator position to be filled. General experience includes progressively responsible clerical, office, or other work that indicates ability to acquire the particular knowledge and skills needed to perform the duties of the position to be filled. (THIS EXPERIENCE MUST BE SUPPORTED BY YOUR RESUME TO BE CREDITABLE.)

~OR~

SUBSTITUTION OF EDUCATION FOR EXPERIENCE: You must have successfully completed two years of education above the high school level. This education must have been obtained in an accredited business, secretarial or technical school, junior college, college, or university. One year of full-time academic study is defined as 30 semester hours, 45 quarter hours, or the equivalent in a college or university, or at least 20 hours of classroom instruction per week for approximately 36 weeks in a business, secretarial, or technical school. One full year of graduate education is considered to be 18 semester hours. (COPY OF TRANSCRIPTS ARE REQUIRED AT TIME OF APPLICATION)

~OR~

COMBINATION OF EXPERIENCE AND EDUCATION: You must possess equivalent combinations of successfully completed post-high school education and specialized experience to meet total qualification requirements at the GS-4 level. (THIS EXPERIENCE MUST BE SUPPORTED BY YOUR RESUME TO BE CREDITABLE AND COPY OF TRANSCRIPTS ARE REQUIRED AT TIME OF APPLICATION)

You will be rated on the following Competencies as part of the assessment questionnaire for this position:

• Attention to Detail
• Customer Service
• Oral Communication

IMPORTANT: A full year of work is considered to be 35-40 hours of work per week. All experience listed on your resume must include the month and year start/end dates. 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.

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; religious; 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.

Physical Requirements: The work is primarily sedentary, although some slight physical effort such as walking, standing, reaching, dialing numbers on the console, keyboarding, carrying of light supplies required. Because calls received are emergent and so varied, the position can be emotionally taxing. The work is performed in an office and/or in a call center setting. Work involves everyday risks or discomforts that require normal safety precautions that are typical of a Medical Center.

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/.

How you will be evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. If your resume does not support your questionnaire answers, we will not allow credit for your response(s).

Your responses to the assessment questionnaire will be reviewed along with the information provided in your resume and supporting documentation to determine if you are qualified for the position. If, after reviewing your resume and/or supporting documentation, a determination is made that you have inflated your qualifications and or experience, your rating may be lowered and/or you may lose consideration for this position. Please follow all instructions carefully. Errors or omissions may affect your eligibility.

The Department of Veterans Affairs performs pre-employment reference checks as an assessment method used in the hiring process to verify information provided by a candidate (e.g., on resume or during interview or hiring process); gain additional knowledge regarding a candidate's abilities; and assist a hiring manager with making a final selection for a position.

Candidates who apply under All U.S. Citizens announcements will be rated and ranked using Category Rating procedures. Qualified candidates will be assigned to a quality category. The categories are defined as follows:

• Best qualified - applicants possessing experience that substantially exceeds the minimum qualifications of the position including all selective factors, and who are highly proficient in all requirements of the job and can perform effectively in the position;
• Highly qualified - applicants possessing experience that exceeds the minimum qualifications of the position including all selective factors, and who are proficient in most of the requirements of the job;
• Well qualified - applicants possessing experience that meets the minimum qualifications of the position including all selective factors, and who are proficient in some, but not all, of the requirements of the job; and
• Qualified - applicants possessing experience and/or education that meets the minimum qualifications of the position including all selective factors.

Application of Veterans' Preference: Category rating and selection procedures place those with veteran's preference above non-preference eligibles within each category. Preference eligible applicants that meet the eligibility and qualification requirements and who have a compensable service-connected disability of at least 10 percent are listed in the highest quality category (except when the position being filled is scientific or professional at the GS-09 grade level or higher).

It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.

Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.