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


Basic Telephone Operator Duties 75%

• Provides general telephone and visitor referral services.
• Refers callers to appropriate facility or program area based on specific request or by ascertaining the nature of the call.
• Operates the VAMC centralized telephone system to receive and connect incoming and outgoing calls.
• Answers and screens calls received on the main line to the healthcare system, processes through the telephone console, and directs all calls to proper extensions.
• Provides patient locator information and advises callers of direct dial for future callback.
• Maintains a record of toll and long-distance calls, showing the time the call was placed, the staff person requesting the call, and the number that was requested.

Computer Operations/Administrative Duties 25%

• Performs work in support of the facility communication system and is responsible for operating on the following systems: Telephone systems, 911 calls, prioritizing calls, digital pagers, public address system, telephone devices for deaf (TDD), nurse's responder hotline for Critical Care, Emergency Department, Cardiac Catheterization Laboratory to announce medical emergencies; emergency communications equipment (Motorola Base radio emergency frequency and Motorola portable handheld radio).
• Accurately utilizes the features of the telephone consoles, headsets, telephones, and other related equipment.
• Activates and controls standardized computer system and peripheral equipment specifically related to telephonic operations.
• Tests the computer and telecommunications equipment for operation, monitoring, and controlling operations during processing,
• Activates and controls standardized computer system and peripheral equipment specifically related to telephonic operations.

Performs other related duties as assigned.


Work Schedule: Full-time, Days/Evenings; Weekend and Holidays may be required
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
• 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)

As a condition of employment for accepting this position, you will be required to serve a 1-year probationary period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider:

• your performance and conduct;
• the needs and interests of the agency;
• whether your continued employment would advance organizational goals of the agency or the Government; and
• whether your continued employment would advance the efficiency of the Federal service.

Upon completion of your probationary period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.

Qualifications

QUALIFICATION REQUIREMENT:

GENERAL EXPERIENCE: One (1) year of general progressively responsible clerical, office, or other work that indicates your ability to acquire the particular knowledge and skills needed to perform the duties of this position as a Telephone Operator. Your answer will be verified against information provided on your resume. If your resume does not clearly support your response by addressing your work experience in detail you will be disqualified.

OR

EDUCATION SUBSTITUTION: Successfully completion of (2) two years of education above the high school level in any field for which high school graduation or the equivalent is the normal prerequisite. 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. (TRANSCRIPTS REQUIRED BY CLOSING DATE - If you do not submit a copy of your transcript, your application may not be processed.)

OR

COMBINATION: Possess equivalent combinations of experience and education as described above to fully meet the requirements of this position. (TRANSCRIPTS REQUIRED BY CLOSING DATE)

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

• Customer Service (Clerical/Technical)
• Information Management
• Technical Competence
• Telecommunications

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 sedentary. The employee sits comfortably to do the work. There is some moving around required to adjust equipment. Carrying of light items such as papers and books is required.

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.