The Telephone Operator will function in the Telecom Service Management Section of the Health Care Technology Service at the VA Medical Center located in Cleveland, OH.

Duties

***THIS IS NOT A VIRTUAL POSITION, YOU MUST LIVE WITHIN OR BE WILLING TO RELOCATE WITHIN A COMMUTABLE DISTANCE OF THE DUTY LOCATION*** Duties include but may not be limited to: Operates telephone switchboard consoles, answer recurring kinds of telephone calls, uses printed or computerized directories, and connect local calls and regular or special long-distance calls to their proper destinations. Processes incoming calls to the Medical Center, Domiciliary and Community Based Outpatient Clinics (CBOCs) Provides telephone directory assistance for internal and external callers. Operates a variety of communication equipment such as radios, alarms, paging systems, and secure voice equipment. Interviews callers to determine which clinic a patient needs and transfers the call to the appropriate clinic. Responds politely with callers who may be emotional, discourteous or irate. Follows local policies and procedures when providing information regarding on call staff, pagers, overhead page, conference calls, international calls, extensions, and transfers. Responds to police, fire, or other emergency calls; monitoring alarm systems; and notifies the proper responders and authorities. Assists with the on-the-job training for new telephone operators. Performs other duties as assigned. Work Schedule: Full-time shifts, Sunday through Saturday. Schedules to be discussed during the interview process. Recruitment & Relocation Incentives: Not authorized Financial Disclosure Report: Not Required

Requirements

Qualifications

English Language Proficiency - In accordance with 38 U.S.C. 7402(d), No person shall serve in direct patient care positions unless they are proficient in basic written and spoken English. You must be proficient in basic written and spoken English in order to meet the requirements of this position. In addition to the English Language Proficiency, applicant(s) must meet one of the following: GENERAL EXPERIENCE: Requires at least one (1) year of general experience, that equipped the applicant with the knowledge, skills, and abilities needed to successfully perform the duties of this Telephone Operator position. General experience is 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- SUBSTITUTION OF EDUCATION FOR EXPERIENCE: Successfully completed 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 for which high school graduation or the equivalent is the normal prerequisite. NOTE: Transcripts (unofficial or official) must be submitted with your application materials. Education cannot be credited without documentation. -OR- COMBINATION OF EDUCATION AND EXPERIENCE: Equivalent combinations of successfully completed post-high school education (beyond the first year) and experience, as described above, to meet total qualification requirements. Education must have been obtained in an accredited business, secretarial or technical school, junior college, college, or university for which high school graduation or the equivalent is the normal prerequisite. NOTE: Transcripts (unofficial or official) must be submitted with your application materials. Education cannot be credited without documentation. You will be rated on the following Competencies as part of the assessment questionnaire for this position: Customer Service (Clerical/Technical)Interpersonal SkillsTechnical Competence 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: This position does not require unusual physical effort. Position is 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

IMPORTANT: 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: Recognition of Foreign Qualifications | International Affairs Office (ed.gov).

Contacts

• Address VA Northeast Ohio Healthcare System 10701 East Boulevard Cleveland, OH 44106 US
• Name: VHA National Recruitment Center
• Phone: (844)456-5208
• Email: [email protected]