The incumbent serves as the Supervisory Telephone Operator in the Telephone Operation Office of the Health Administration Service Line (HAS). The Medical Center Telephone Operators are the primary recipients of incoming telephone calls in the largest and most complex VA Healthcare systems in Pennsylvania. The incumbent supervises a unit which performs telephone operator duties, paging services, emergency monitoring and response support.

Duties

The duties of the Supervisory Telephone Operator include but are not limited to: Performing the administrative and human resource management functions relative to the staff supervised. Providing supervision of the department, efficient distribution of workload, accurate evaluation of results, and enhancement of procedures to meet workload demands. Instructing new employees on the proper use of the telephone features. Assists in training other personnel in the proper use, operation, and care of telecommunication equipment. Maintaining manuals, reference books, and/or software instructions associated with the programs and systems used in the medical center. Preparing and records long distance and local information regarding the facility's communications management system and other special telephone studies as required. Establishing guidelines and performance expectations for staff. Analyzing identified organizational and operational problems and develop timely solutions. Writing standard operating procedures to ensure work and processes are consistent throughout the section. Effectively communicating with a very wide range of people, both verbally and in writing to include but not be limited to, Veterans, family members, Service Line Vice Presidents, Professional and Administrative personnel from our VA, other VA's and private sector facilities. Coordinating and maintaining rotating shift schedule for all assigned to the Telephone Operators Unit. Work Schedule: Rotating tour, nights, weekends, and holidays. Telework: Ad-hoc Virtual: This is not a virtual position. Position Description/PD#: Supervisory Telephone Operator/PD035370 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, 12/11/2023. Time-In-Grade Requirement: Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement. For a GS-06 position you must have served 52 weeks at the GS-05. The grade may have been in any occupation, but must have been held in the Federal service. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade. Note: Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment. You may qualify based on your experience as described below: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-05 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: working with computerized databases for call receiving, placing and monitoring, providing organizational information to callers by telephone with multiple lines, communicating with people at all levels to convey information regarding requests for information, questions or urgent/emergent information, applying local regulations and directives, preparing correspondence to inquires such as Congressionals, basic knowledge of medical terminology, providing training to employees on policies and procedures, using various office equipment such as paging systems telephone operator consoles, and computer applications, applying laws governing HIPAA release of information, Privacy Act and Freedom of information Act. You will be rated on the following Competencies for this position: CommunicationsDecision MakingLeadershipManaging Human ResourcesOrganizational Awareness 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: Work is mostly sedentary, however some walking and bending 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/.

Education

There is no educational substitution at this grade level.

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 Pittsburgh VA Medical Center 1010 Delafield Road Pittsburgh, PA 15215 US
• Name: Ronald Snoe
• Phone: (412) 822-3557
• Email: [email protected]