This position is in the Information Management Resource Service, Telecommunication Section of G .V. (Sonny) Montgomery VA Medical Center in Jackson, MS. This position provides administrative services to a VA General Medicine and Surgery Medical Center teaching hospital. This facility is comprised of a 136-operating bed hospital, 27-bed residence program and 120-bed nursing home care unit; and a work force of approximately 1800 employees.

Duties

Operates an electronic multi-trunk computerized console and keyboard. Transmits, receives, and distributes documents received over the station's facsimile equipment. Operates a Paging System within the Medical Center screening and routing incoming calls. Provides information to persons coming to the telephone/information operator desk or providing information by telephone. Analyzes incoming messages to determine proper routing of information to appropriate service stations. Notifies immediate supervisor verbally and in writing following threatening or obscene telephone calls. Receives and responds to radio requests from police security when assistance is needed. Monitors telecommunications and other office equipment operations to determine if an error has occurred. Determines corrective action and coordinates requests for assistance through appropriate channels. Initiates appropriate action under special conditions or refer problems without precedence to the supervisor for assistance. Maintains emotional and mental stability while under pressure of handling procedures relating to emergency situations. Deals with patients who might be mentally incompetent or under the influence of substances. Maintains courteous aid and prompt assistance while directing difficult calls. This position is covered by AFGE bargaining unit. Per the Master Agreement, the Area of Consideration will be: 1st Area of Consideration - Current permanent G.V. (Sonny) Montgomery VA Medical Center employees including satellites; 2nd Area of Consideration - current permanent Veterans Healthcare Administration employees; 3rd Area of Consideration - current permanent VA Nationwide employees; 4th Area of Consideration - All Other Status Applicants. Work Schedule: Monday - Friday, 7:30 am to 4:00 pm; subject to change based on the needs of the facility. Virtual: This is not a virtual position. Position Description/PD#: Telephone Operator/PD06136A 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, 01/25/2024. You may qualify based on your experience and/or education as described below: General Experience: To qualify for this position, you must have one year of general experience. Examples of general experience would typically include, but are not limited to: Must be able to work under pressure and memorize telephone numbers and extensions. Must be familiar with the privacy act to furnish information my telephone on and off station. Skilled in interpersonal communications, as well as the ability to maintain emotional and mental stability while under pressure during emergency situations. Skilled in using the knowledge about the work of the position to initiate appropriate action under special conditions or to refer problems without precedence to supervisor. Skilled in the procedures that pertain to the work of the telephone operator, fax, PBX, and IRM functions. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have completed two years above high school. (Transcripts required) OR, Combination: A combination of education and experience may be used to qualify for this position as long as the computed percentage of the requirements is at least 100%. To compute the percentage of the requirements, divide your total months of experience by 12. Then divide your semester hours of education by 60. Add the two percentages. You will be rated on the following Competencies for this position: CommunicationComputer SkillsInterpersonal SkillsProblem Solving 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 position is mostly sedentary. with brief periods of walking to the information desk. During irregular hours, the operator works the tour without leaving the operator office since there is no relief operator available. The volume of traffic handled by the electronic console will occur heavy during regular administrative hours, lo moderate during irregular hours. Dealing with distraught individuals, the public, and handling many complex calls requiring a high degree of personal involvement create pressure and stress. Work Environment: Work is performed in a secured office area that cannot be left without a relief operator. This office is considered as a sensitive area, and may be of persons seeking lo disrupt the communications of the health care system. Normal safety practices of an office area practiced to assure a safe working area. 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: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.

Contacts

• Address GV Sonny Montgomery VAMC 1500 East Woodrow Wilson Drive Jackson, MS 39216 US
• Name: April Hightower
• Phone: 228-337-7346
• Email: [email protected]