The Telephone Operator position is under Health Administration Service and is located at Loma Linda, California. The Telephone operator works under the general direction of the Supervisory Telephone Operator, and is responsible for receiving incoming calls, placing toll calls, giving dialing assistance when needed, giving out information, placing conference calls, paging key personnel, paging code blue/red/orange/purple and disaster teams and other emergencies.

Duties

Major duties include but are not limited to the following: Processes incoming and outgoing calls, i.e, international, toll, local, collect, calling cards, patient's long distance outgoing calls and conference calls, promptly and accurately. Maintains the operation of the Public Address System, Telecommunications Device for the Deaf (TDD), Emergency Command Control Radio Network (ECCRN), and the paging system, and Airphone implementing emergency procedures as required. Monitors Code Blue, Code Reds, Blood Bank, panic, intrusion, fire, and telephone system alarms; implementing emergency procedures for any disaster as required. Serves as the Medical Center's receptionist providing information, and assistance and directs calls to the proper service. Maintains, on call schedules, radio pager lists, employee directory, doctors, and key employee home telephone numbers in case of an emergency in the Infortext Directory Manager. Exchanges pagers accurately and effectively, test pagers, and obtains custody receipts for any pagers given out. Trains new telephone operators in the operation of transfer of calls, staffing list updates, etc. Communicates and treats customers (patients, visitors, volunteers, and all Medical Center staff) in a consistently, courteous, tactful, and respectful manner. Provides the customers with consistent information according to established policies and procedures. Handles conflict and problems in dealing with the customer constructively and appropriately. Protects printed and electronic files containing sensitive data in accordance with but not limited to; the provisions of the Privacy Act of 1974 and other applicable laws, federal regulations, VA statutes and policy, and VHS&RA policy. Performs other related duties as assigned. Work Schedule: Varies, Monday-Sunday 8:00am - 6:00pm 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/PD02850A 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, 03/14/2024. You may qualify based on your experience and/or education as described below: General Experience: You must have one year of general experience with duties related to the position. General experience includes 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 such as but not limited to: customer service, receptionist duties, receiving and directing a variety of inquiries, and providing immediate communications throughout the facility. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have two (2) years of education above high school. NOTE: One year of full-time academic study is defined as 30 semester hours, 45 quarter hours, or the equivalent in a college or university, or at least 20 hours of classroom instruction per week for approximately 36 weeks in a business, secretarial, or technical school. OR, Combination: Applicants may also combine education and experience to qualify at this level. You must have an combination of general experience and education beyond high school. NOTE: To determine the total qualifying experience as a percentage of the experience required for the grade level; then determine the education as a percentage of the education required for the grade level; then add the two percentages. The total percentage must equal at least 100 percent to qualify. You will be rated on the following Competencies for this position: Attention to DetailCustomer ServiceInterpersonal Skills 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: Able to sustain prolonged periods of sitting. Good finger dexterity needed for pushing buttons accurately and rapidly. Good hearing ability required in addition to a pleasant tone of voice. Must be physically able to wear a headset and have good hearing to respond to alarms in the switchboard room while assisting callers. 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 Jerry L Pettis Memorial Veterans Hospital 11201 Benton Street Loma Linda, CA 92357 US
• Name: Adam Paulsen
• Phone: 319- 509-5998
• Email: [email protected]