The incumbent serves as the Supervisory Telephone Operator in the Centralized Scheduling Unit (CSU) section of the Health Administration Service. Medical Center Telephone Operators receive many incoming telephone calls in a large affiliated tertiary care facility which consists of 394 operating beds and more than 360,000 outpatient visits per year. Incumbent supervises a unit which performs telephone operator duties working eight hours, rotating shift providing coverage seven days per week.

Duties

The VA Midwest Health Care Network advocates for a Whole Health System of care in each of the Medical Centers. This is an approach to healthcare that empowers and equips people to take charge of their health and well-being and live their lives to the fullest. As an employee operating in a Whole Health System of care, you will operate in a model with three core elements, seeking to create a personalized health plan for each Veteran. This is done in the context of healing relationships and healing environments and a connection back to the Veteran's community. This aligns with the Veterans Health Administration (VHA) Mission Statement to Honor America's Veterans by providing exceptional health care that improves their health and well-being. Duties: Responsible for the overall supervision of the unit, efficient distribution of workload, accurate evaluation of results, and enhancement of procedures to meet workload demands, 24 hours per day, 7 days per week. Makes work assignments, writes position descriptions, and establishes performance standards for the unit. Prepares and conducts performance appraisals, and disciplinary actions, and will resolve informal complaints or issues whenever possible. Develops policies and operating procedures for all programs under his/her supervision. Responsible for personnel management activities that include ongoing training and development of personnel to ensure employees are kept advised of program changes, patches in VISTA software, program enhancements, and management directives. Defines objectives and independently plans and designs the methods and initiates improvements to meet the overall objectives of the Telephone Operators' Unit. Responsible for coordinating with other systems or services, such as computer programmers, administrative managers, support personnel and others as necessary to ensure that objectives are met. Work Schedule: Variable Telework: ADHOC-May be authorized (Employees who Telework on an occasional, episodic, or short-term, and have completed required telework training and telework agreement). This is not a virtual position. Position Description/PD#: Supervisory Telephone Operator/PD608100 Financial Disclosure Report: Not required

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 04/05/2024. 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 GS-05 grade level in Federal service, related to the duties of this Supervisory Telephone Operator position. Specialized experience includes: Comprehensive working knowledge of regulations, directives, laws, and manuals; deals tactfully with other employees; communicates with people at all levels of understanding; plans work and carries out activities to manage employees; and used various office equipment, such as telephone operator consoles, paging systems, computers, and computer applications or software. You will be rated on the following Competencies for this position: CommunicationsComputer SkillsProblem SolvingTeamwork Preferred Experience: One year of GS-5 level telephone operator experience. 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: You will be asked to participate in a pre-employment examination or evaluation as part of the pre-employment process for this position. Questions about physical demands or environmental factors may be addressed at the time of evaluation or examination 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.

Contacts

• Address Minneapolis VA Medical Center One Veterans Drive Minneapolis, MN 55417 US
• Name: Nola Mattson
• Phone: 320-252-1670 X6621
• Email: [email protected]