The primary purpose of the position is to provide comprehensive telephone and telecommunications support to all VISN 12 facilities and customers, and is part of the VISN 12 Centralized Attendant Center located at the William S. Middleton Memorial Hospital, Madison, WI.

Duties

Serves as a team leader ensuring that the work assignments of the other employees of the team are carried out by performing a range of duties such as: Distributes and balances the workload among employees in accordance with established work flow or job specialization, assure timely accomplishment of the assigned workload, and assure that each employee has enough work to keep busy. Keeps in touch with the status and progress of work, and makes day- to- day adjustments in accordance with established priorities, obtaining assistance from the supervisor on problems that may arise, such as backlogs which cannot be disposed of promptly. Estimates and reports on expected time of completion of work, and maintain records of work accomplishments and time expended and prepare production reports as requested. Instructs employees in specific tasks and job techniques and make available written instructions, reference materials and supplies;5. Gives on the job training to new employees in accordance with established procedures and practices. Maintains a current knowledge and answer questions of other employees on procedures, policies, directives, etc. and obtains needed information or decisions from supervisor on problems that come up. Checks on work in progress or spot checks work not requiring review (e. g., filing or direct services) and reviews completed work to see that supervisor's instruction on work sequence, procedures, methods and deadlines have been met. Amends or rejects work not meeting established standards, refer to supervisor questions or matters not covered by standards and problems in meeting performance standards. Monitors working conditions such as seating, ventilation, lighting, safety, etc. Approves leave for a few hours or for emergencies. Informs employees of available services and employee activities. Resolves simple, informal complaints of employees and refer others to supervisor. Reports to supervisor on performance, progress and training needs of employees, and on behavior problems. Provides information to supervisor as requested concerning promotions, reassignment, recognition of outstanding performance, and personnel needs. Performs work in the VISN 12 Centralized Attendant Center, which encompasses a variety of different duties and responsibilities relating to provision of telephone and related telecommunications services to all facilities in the Network. Performs telecommunications support assignments, which involves a significant amount of customer service in recognizing and routing patient and other inquiries to the correct VISN 12 location and program. Work Schedule: Monday-Friday 7:00am-4:30pm with rotating weekends and holidays Compressed Work Schedule: Maybe Authorized Virtual: This is not a virtual position. Position Description/PD#: Telecom Equipment Opr/PD11232O Relocation/Recruitment Incentives: Not Authorized 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, 02/20/2024.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: Experience and knowledge in communication and interpersonal relations, including the ability to appropriately and courteously relate to internal and external customers. Knowledge of performing a range of duties in operating and controlling computer systems through telecommunication consoles according to established procedures, work methods, and equipment operating techniques. Knowledge of performing a variety of problem-solving or other special assignments often requiring different and unusual approaches such as resolving operating problems that cannot be readily resolved by operators providing standardized work procedures and techniques. You will be rated on the following Competencies for this position:CommunicationsComputer SkillsInterpersonal SkillsProblem SolvingTelecommunicationsExperience 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 sedentary. The employee sits comfortably to do the work. There is some moving around to adjust equipment; carrying of light items such as papers, books. No special physical demands are required to perform the work. 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 William S Middleton Memorial Veterans Hospital 2500 Overlook Terrace Madison, WI 53705 US
• Name: Nathan Peters
• Phone: 612-467-4816
• Email: [email protected]