Organization Location: This position is located in VISN 11 at the VA Northern Indiana Health Care System, Business Support Services, and Information Resources Management Department. Primary Purpose: The primary purpose of the position is to provide comprehensive telephone and telecommunications support to both campuses and customers at NIHNCS.

Duties

Operates agency telephone system/switchboard to receive and connect incoming and outgoing calls. Regularly handles a variety of difficult calls requiring personal involvement on the part of the employee, such as threatening abusive, or distraught callers. Interviews incoming caller to determine the proper routing of the call. Routes the caller to the appropriate department and/or services after determining the proper department and extension. Provides telephone and organizational information to callers. Answers/Places non-routine telephone calls such as International, FTS, and WATS calls. Places outgoing toll calls and accurately records time, charges, and other pertinent information. Operates the installation paging system. Initiates a trace with local telephone and police authorities on threatening calls. The work requires a thorough knowledge of large, frequently changing organizations with complex subdivisions to direct incoming calls. Skill in dealing calmly and courteously with people who are extremely upset or irate and skill in questioning callers, who often can provide only sketchy information, in order to direct them to the proper organizational component, are required. The work also requires knowledge of alternative routing options and procedures to make efficient outgoing connections and to connect high priority or emergency calls when ordinary measures fail. A knowledge of the capabilities of the telephone system and skill in the procedures necessary to connect a number of parties on one or both ends of complicated conference calls, and to arrange two-party or conference calls by appointment, are required. Performs other duties as assigned. VA offers a comprehensive total rewards package: HR Specialist Total Rewards Work Schedule: 0700-1800 as determined by the needs of the service Virtual: This is not a virtual position. Position Description/PD#: Telephone Operator/PD07058A Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 09/22/2023. You may qualify based on your experience and/or education as described below: Generalized Experience: You must have one year of general experience. Examples of specialized experience would typically include, but are not limited to: 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.. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have two years of education beyond High School. OR, Combination: Applicants may also combine education and experience to qualify at this level. You must have an combination of general experience and education to determine the applicant's total qualifying experience as a percentage of the experience required for the grade level; then determine the applicant's education as a percentage of the education required for the grade level; then add the two percentages. The total percentage must equal at least 100 percent to qualify an applicant for that grade level.. You will be rated on the following Competencies for this position: Communication Stress Tolerance Computer Skills Telecommunications Knowledge 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 but may involve some standing and walking to consult directories and manuals. 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/.

Education

A transcript must be submitted with your application if you are basing all or part of your qualifications on education.

Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.

Contacts

• Address Northern Indiana HCS 1700 East 38th Street Marion, IN 46953 US
• Name: Holli Walker
• Phone: 832-350-4150
• Email: [email protected]