The Superivsory Telephone Operator will provide guidance for approximately twelve (12) administrative staff members. Keeps Deputy Chief of Ambulatory Care & Processing, or designee of Health Administration fully informed of personnel staffing problems such as anticipated vacancies, significant workload changes or other circumstances that require rotation of/or additional staff. Incumbent maintains training records of employees within their scope of supervision.

Duties

As the Supervisory Telephone Operator the incumbent performs supervisory guidance for approximately twelve (12) administrative staff members. Keeps Deputy Chief of Ambulatory Care & Processing, or designee of Health Administration fully informed of personnel staffing problems such as anticipated vacancies, significant workload changes or other circumstances that require rotation of/or additional staff. Incumbent maintains training records of employees within their scope of supervision. Ensures timely and accurate operation of all employees under his/her supervision. Incumbent ensures that production and accuracy requirements are always met, and that adequate staffing is provided for all positions. The duties include but are not limited to: The incumbent will be over a unit that provides services 24 hours a day, 7 days a week and will be responsible for justifying FTEEs, initiating recruitment and selection actions to meet the needs of the unit and the OKCVA HCS. The incumbent will work closely with MAS Administrative Officer to review job announcements and interview candidates for positions within the unit; recommends appointments promotions, and reassignments to unit positions. Incumbent is responsible for managing and training a workforce ranging from Telephone Operators(0382-GS-04) to the Lead Communications Clerk (0394-GS-05). Incumbent will be responsible for identifying and providing necessary training for positions within the unit. This training will include operations of ACD and supporting programs, operation and proper use of facility emergency intercommunication and devices, Qgenda and Vocera for paging services, LIVE Process, and VISTA & CPRS for pulling inpatient rosters. Responisble for the oversight of detailed electronic logs of all emergency codes announced through intercommunication and be responsible for daily reporting. Incumbent supervises responsibilities through oral and written communication and is responsible for training of all new employees under their direct supervision. In the performance of official duties, has regular access to printed and electronic files containing sensitive data designated at Level 1, AlS-Ill non sensitive, which must be protected under the provisions of the Privacy Act of 1974, other applicable laws federal regulations, VA statues and policy, and VHA police. Responsible for certifying employees' leave, assigns and plans work. The incumbent hears and resolves minor complaints from employees refers group. grievances and more serious unresolved complaints to the Deputy Chief of AC&P, Chief of AC&P, Deputy Chief MAS and Chief MAS; effects minor disciplinary measures such as warning and reprimands and recommends action in more serious cases. Communicates with ancillary services, Congressional offices, VISN Central Office, veterans and visitors regarding patient inquiries regarding telephone services. Must be knowledgeable of the most current VA policies in all functions of the telephone operations at this facility in order to answer inquiries from any source. Assembles reports and statistical data using computer display capabilities as requested. Maintains manuals and bulletins pertinent to the operation of the office, ensures accurate and timely posting to current reference material. Incumbent is responsible for advising Deputy Chief of AC&P, or designee of Health Administration of budget matters to ensure adequate operational funds for the department. Maintains budget and establishes obligations as requested. He/she maintains control points for telephone services including preparing reports, audits, and surveys. The incumbent will be responsible for training all Health Care System Leads & Supervisors on the functions of ACD and reporting features within ACD. Work Schedule: 8pm to 4am, days TBD Virtual: This is not a virtual position. Position Description/PD#: Supervisory Telephone Operator/PD144130 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-06. 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 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 06 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: thorough knowledge of large and frequently changing organizations with complex subdivisions to direct incoming calls; skilled in dealing calmly and courteously with people who are extremely upset or irate and skill in questioning callers, who often can provide only sketchy information, in order to direct them to the proper organizational component, are required; knowledge of alternative routing options and procedures to make efficient outgoing connections and to connect high priority or emergency calls when ordinary methods fail; knowledge of the capabilities of the telephone system and skilled in the procedures necessary to connect a number of parties on one or both ends of complicated conference calls, and to arrange two-party or conference calls by appointment. You will be rated on the following Competencies for this position: AccountabilityDecision MakingEducation and TrainingOrganizational AwarenessPerformance Measurement 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: Employee is continually required to move about the work area in order to make contacts and perform the duties of the position. The work is sedentary in nature in an office environment, most duties can be accomplished from a sitting position. Some stooping, bending, lifting, walking, and standing as required. Safety precautions will be always followed. is responsible for substantial amount of workload carried out in different locations outside the main unit.

Education

There is no educational substituations at this grade level.

Contacts

• Address VA Oklahoma City Health Care System 921 Northeast 13th Street Oklahoma City, OK 73104 US
• Name: VISN 19 HR Contact Center
• Phone: 719-227-4600
• Email: [email protected]