The VA Northeast Ohio Healthcare System is recruiting for an Telephone Operator. The Telephone Operator will function in the Patient Care Administrative Service (PCAS). The incumbent is responsible for answering calls from both internal and external customers and directing each call to its appropriate location.

Duties

The Telephone Operator duties include, but are not limited to: Operates telephone switchboard consoles, answer recurring kinds of telephone calls, uses printed or computerized directories, and connect local calls and regular or special long-distance calls to their proper destinations. Connects incoming calls to the appropriate office or individual. Provides information regarding on call staff, pagers, overhead page, notify facility management staff of issues that arise, VA police as requested. Facilitate conference calls, assist with international calls, provide extensions, and transfers consistent with SOPS. Assists with on the job training for new telephone operators. Recognize and handle all threatening and emergency calls consistent with SOPs. Responds to police, fire, or other emergency calls, monitor alarm systems, and notifies the proper responders and authorities. Operates a variety of communication equipment such as radios, alarms, paging systems, and secure voice equipment. Work Schedule: Various tours, rotating weekend Virtual: This is not a virtual position. Position Description/PD#: Telephone Operator/PD42301-A 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 within 15 days of the closing date of the announcement. Time-In-Grade Requirement: There is no time-in-grade requirement for a GS-4 position. Applicants must be eligible under the VA Interchange Agreement, having served continuously for at least one year in the other merit system under this interchange agreement. For more information regarding the VA Interchange Agreement please visit: https://www.opm.gov/policy-data-oversight/hiring-authorities/competitive-hiring/. All Title 38 Veterans Canteen Service (VCS) employees must have served in their Excepted Service position for at least 90 days in order to be eligible for a position within the Competitive Service. Applicants who were previously selected under a Competitive Delegating Examining Office (DEO) announcement must have served in their position for at least 90 days prior to being eligible for other positions within the Competitive Service. You may qualify based on your experience and/or education as described below: General Experience: You must have one year of general experience. General experience is defined as progressively responsible clerical, office, or other work that indicates ability to acquire the particular knowledge and skills needed to perform the duties of the Telephone Operator position. OR, Education: Must possess at least two (2) years above the high school level. This education must be 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. OR, Combination: Applicants may also combine education and experience to qualify at this level. You must have an combination of specialized experience and education beyond one year of high school. You will be rated on the following Competencies for this position: Technical competence Customer Service Interpersonal 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: This position does not require physical effort. Position is 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 VA Northeast Ohio Healthcare System 10701 East Boulevard Cleveland, OH 44106 US
• Name: Ron Smith
• Phone: 216-217-4583
• Email: [email protected]