This position is located at the Health Administration Service at the Marion, IL VA Health Care System. The primary purpose of this position is to provide services & perform duties inherent in switchboard operations of the medical facility. The work involves routing the calls to their proper destinations and providing telephone and organizational information to callers.

Duties

The Marion VA Health Care System is committed to Diversity and Inclusion. Together, we strive to create and maintain a working and learning environment that promotes professional growth and teamwork. We offer an inclusive, equitable, and welcoming environment where we celebrate our individual differences and unite as a team toward a common goal of providing outstanding service to our Nation's Veterans. Duties include, but are not limited to: Places and receives local calls; places and receives regular and special long distance calls over commercial circuits, tie lines, or other systems and various networks, consisting of wide area commercial system, a civilian Federal system, and a Federal overseas exchange system; provides directory service assistance to callers by retrieving organizational information from computerized directory databases; keeps records of calls for computing charges; provides primary or alternate routing service for high precedence calls; handles calls of varying precedence and preempting circuits if necessary; keeps statistics on system use to inform management of trends concerning capacity and utilization, operates associated equipment. Places personal calls (LD) for senior employees, physicians, bed-restricted patients, and visiting dignitaries and other personnel at the facility. Prepares and records long distance and local information regarding the facility's communications management system and other special telephone studies utilizing toll tickets and summary sheets, as required. Makes periodic peg counts of all types of traffic including incoming, outgoing, off-net, information, and other types. Totals monthly tickets and files with appropriate data at the end of the month. Monitors vital circuits and incoming emergency type calls such as those to security, the police, the fire department, etc., to assure call completion and proper disposition. Responsible for issuing emergency keys and for the security of the Dial Central Office (DCO) after normal duty hours. Serves as telephone trouble desk operator after normal duty hours, reporting all emergency communication outages to the maintenance section. Responsible for retrieving and/or updating relevant information in computerized databases using detailed procedural instructions and established guidelines pertaining to customers assistance, record keeping, and call receiving, placing, and monitoring. Work Schedule: Monday - Friday 7:00 AM - 6:00 PM (8 hour shift) Telework: VA supports the use of telework as a way to help attract and retain talented individuals in public service, increase worker productivity, and better prepare the agency to operate during emergencies. This position may be authorized for telework. Telework eligibility will be discussed during the interview process. Virtual: This is not a virtual position. Position Description/PD#: Telephone Operator/PD05207A Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): 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, 02/23/2024. 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-4 position you must have served 52 weeks at the GS-3. 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 and/or education as described below: General Experience: Applicant must have 1 year of general experience or 2 years of education above High School or a combination of the two if you meet federal service eligibility as described above. General experience is progressively responsible for clerical, office, or other work that indicates ability to acquire the particular knowledge, skills and abilities needed to perform the duties of the position to be filled. Examples: Serving as a receptionist or any kind of work that involved frequent telephone contacts. You will be rated on the following Competencies for this position: Computer SkillsCustomer Service (Clerical/Technical)Technical Competence 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: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.

Contacts

• Address Marion VA Medical Center 2401 West Main Street Marion, IL 62959 US
• Name: Valerie Spencer
• Phone: 859-285-8677
• Email: [email protected]