The VA Northeast Ohio Healthcare System is recruiting for a Supervisory Telephone Operator. The Supervisory Telephone Operator will function in Patient Care Administrative Service.

Duties

Supervises all telephone operators as well as oversees all telephone operator functions. Works directly with the telephone operators, medical staff and administrative support regarding procedures, policies, directives as well as after-hours patient care and general telephone services. Manages all telephone operator administrative functions and collaborates with the Communications Specialist and Assistant Chiefs of PCAS, who oversee functions as patient related technology support of medical campaigns and clinical programs within the medical center. Supervise the work of office, administrative and telephone customer care employees to maintain deadlines, and proper procedures, correcting errors or problems and ensure adherence to quality standards. Participates in management discussions, decisions, and policy making regarding telephone operations for the medical center. Coordinates telecommunication activities with medical center management and other supervisory personnel as well as with other work units or departments. Generates telephone operational reports, updating on-call and valid contact information, announcing real-time procedure changes, coordinating communication bulletins and updates as well as emergency communications, drills, and exercises. Trains or instruct employees in job duties, departmental and medical center policies or arrange for training to be provided. Schedules work assignments, assures equitable distribution of work, and sets short and long-term goals as well as priorities. Responsible for ensuring timely performance of work of a satisfactory quantity and quality. Counsels' employees on technical work matters and personally provides or obtains guidance for employees on administrative matters. Work Schedule: Monday - Friday, 6:00am - 2:30pm Telework: Not Available Virtual: This is not a virtual position. Position Description/PD#: Supervisory Telephone Operator/PD928670 Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not approved Permanent Change of Station (PCS): Not Authorized

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 10/28/2024. 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-07 position you must have served 52 weeks at the GS-6. 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. 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 described below: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-6 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Leading a team of individuals, knowledge of telecom operations generating telephone operational reports, updating on-call and valid contact information, announcing real-time procedure changes, coordinating communication bulletins and updates as well as emergency communications, drills, and exercises, working knowledge of centralized automated telephone systems to include: international calling and local telephone service systems as well as personal computers administrative procedures; analyzing, reporting, evaluating and advising on improving the effectiveness and efficiency of work methods, procedures, organization and distribution of work; correcting errors or problems and ensure adherence to quality standard. You will be rated on the following Competencies for this position: Communication Conflict Management Creative Thinking Developing Others Organizational Awareness Telecommunications Technology Application 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 sedentary. Typically, the incumbent sits comfortably to do the work. Most of the work is performed in an office setting. These job functions do not require unusual physical effort. The environment involves everyday risks or discomforts that require normal safety precautions typical of such places as offices, meeting, and training rooms. 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.

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: Teela Grant
• Phone: 216-791-2300 X42156
• Email: [email protected]