The Lead Telephone Operator is located within the Minneapolis VA Health Care System in the Patient Experience Team/Director's Office. The Service provides 24/7 telephone coverage for both telephones. This position leads, processes incoming calls, and other alarms. As one of 7 full time operators, the Lead operates one of 6 multi-line digital telephone systems consisting of 230 two trunk and 138 two-way FTS trunks. Along with other operators, processes an estimated one million calls per year.

Duties

Major duties include, but are not limited to: Leads a unit/team of employees performing work at the GS-4 level. Provides guidance and technical direction for accomplishing the work of the unit/team. Ensures work assignments of employees in the unit/team are carried out. Works with the supervisor in the assignment of functions to team members in order to meet routine and unusual deadlines and priorities. Monitors the status and progress of work and makes day-to-day adjustments in accordance with established priorities. Reports to the supervisor on performance, progress, and training needs of employees Handling incoming commercial and FTS calls, local and information calls, calls pertaining to patients, calls requiring employee location, having a full working knowledge of the health care system and its many services and sections. Resolves simple informal complaints of employees and refers others, such as formal grievances and appeals, to the supervisor or an appropriate management official. Maintains calm, courteous, and efficient demeaner when callers become angry and/or abusive and when handling emergencies. Knowing what to do and who to call when there is a systems failure. Making proper response to alarms, knowing which ones take priority over all the other activities. Work Schedule: Monday - Friday, 7:30am - 4:00pm 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 regular telework (1-2 days per pay period). Telework eligibility will be discussed during the interview process. Virtual: This is not a virtual position. Position Description/PD#: Lead Telephone Operator/PD60489A Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required Bargaining Unit: AFGE, 1272 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.

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 06/06/2024. You may qualify based on your experience and/or education as described below: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade (GS-4) in the normal line of progression for the occupation in the organization. Specialized experience includes providing customer service, leading a team or unit, 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 four (4) years above the high school level. This education must have been obtained in an accredited business, secretarial or technical school, junior college, college or university. 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. NOTE: Transcripts (unofficial or official) must be submitted with your application materials. Education cannot be credited without documentation. OR, Combination: Applicants may also combine education and experience to qualify at this level. You must have a combination of successfully completed post-high school education (beyond the second year) and specialized experience, as listed above. This education must have been obtained in an accredited college or university. NOTE: Transcripts (unofficial or official) must be submitted with your application materials. Education cannot be credited without documentation.. You will be rated on the following Competencies for this position: Customer Service (Clerical/Technical)Emergency ManagementTeaching OthersTelecommunications 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

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 Minneapolis VA Medical Center One Veterans Drive Minneapolis, MN 55417 US
• Name: Amanda Martin
• Phone: 313-576-3024
• Email: [email protected]