This position operates the telephone switchboard to provide telephone communications for the medical center including all off site community based outpatient clinic locations. This function is continuously staffed 24 hours per day, seven days a week including holidays. Typical staffing is a minimum of two on-duty, however due to scheduled leave and sick calls, may work as the sole operator on weekends, evening, night-shift and holidays.

Duties

Duties include but not limited to: Operate telephone switchboard to provide telephone communications for the Southern Arizona VA Health Care System (SAVAHCS) including all off site community based outpatient clinic locations. The work requires: Knowledge and practice of telephone courtesy techniques; Skill in questioning callers, who often can provide only sketchy information, in order to direct them to the proper organizational component; Knowledge and practice of telephone procedures to operate telephone switchboard consoles, answer recurring kinds of telephone calls, use printed or computerized directories, and connect local calls and regular or special long-distance calls to their proper destinations; Knowledge and practice of proper login and testing at the beginning of the duty tour to ensure continuity of telephone service; Knowledge and practice of the organization served to connect incoming calls to the appropriate office or individual; Skill in dealing politely with people who are emotional or discourteous and at times irate; Skill in using standard procedures to place outgoing calls through various circuits and networks; Skill in placing and receiving conference and collect calls; Provides telephone directory assistance for internal and external callers requires thorough knowledge of the large, frequently changing SAVAHCS organization; Emergency calls and codes are received through any number of venues such as the 222 emergency telephone line, two-way radio calls, incoming telephone calls, and alarm systems and are handled consistent with SOPs and logged in the VISTA operator log. Telephone operators shall make 911 calls to community emergency responders when requested by VA Police and as directed by written SOPs. Telephone Operators conduct procedures, routine testing, documentation, and reporting in accordance with SOPs including entries into the VISTA operator log. Monitors over 800 intrusion/ 28 panic alarm computer systems and other alarm panels at the switchboard. Will assure that the alarms are operational and when necessary, will dispatch police or other personnel as required, to immediately investigate alarm activations and other problems. Incumbent will troubleshoot and repair or enter work order requests for all alarm repairs when necessary. The incumbent will advise the supervisor of the situation and enter appropriate documentation in the computerized operator log as required. Provides notification services - overhead announcements, pagers and cellular telephone contact for all medical center emergencies and to notify on-call and code team medical staff. Telephone operators must provide paging services by following SAVAHCS policy. Work Schedule: Various shifts, days off vary. Virtual: This is not a virtual position. Position Description/PD#: Telephone Operator/PD11895A 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, 08/07/2024. You may qualify based on your experience and/or education as described below: General Experience: 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 to be filled. OR Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have 2 years above high school. (Transcript Required) 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 (Transcript Required). You will be rated on the following Competencies for this position: Customer Service (Clerical/Technical)Information ManagementTechnical CompetenceTelecommunications 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 in nature. Concentration is required in determining priorities. Standing and walking is necessary to consult manuals, directives, and to assist visitors. The work is performed in a well-lighted, temperature-controlled room and normal safety precautions are required. 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 Tucson VA Medical Center 3601 South Sixth Avenue Tucson, AZ 85723 US
• Name: Shannon Blemberg
• Phone: 619-733-5764
• Email: [email protected]