The primary purpose of this position is to provide the services and perform the duties inherent in switchboard operations of the medical facility. The work involves routing the calls to their proper destinations and providing telephone organizational information to callers.

Duties

Duties include: Places and receives regular calls. Provides directory service assistance to callers by retrieving organizational information from computerized directory databases. Monitors all incoming calls, emergency type calls such as those to security, the police, the fire department, etc., to assure call completion and proper disposition. Serves as telephone operator after normal duty hours, reporting all emergency communication outages. Responsible for retrieving and/or updating relevant information in computerized databases using detailed procedural instructions and established guidelines pertaining to customers assistance, receiving, placing, and monitoring calls. Monitor and respond to all fire, smoke, and water alarms by announcing, appropriates codes or other notification as required. Monitor and respond to oral and visual alarms. Provide voice paging utilized by the organization. Skill In dealing calmly and courteously with Individuals who are extremely upset or Irate. Skill in questioning callers, who often can provide only sketchy information in order to direct them to the proper organizational component. Experience in alternate routing options and procedures to make efficient outgoing connections and to connect emergency calls when ordinary methods fall. Provides excellent customer service and efficient handling of incoming calls. Work Schedule: Monday through Friday; 7:30am-4:00pm; subject to change based on the needs of the facility. Telework: Yes, 3 or more days per pay period, telework eligible. 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 telework. Telework eligibility will be discussed during the interview process. Virtual: This is not a virtual position. Position Description/PD#: Telephone Operator/PD07283A Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): Not Approved

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 11/21/2024. You may qualify based on your experience and/or education as described below: Generalized Experience: You must have one year of generalized experience in the normal line of progression for the occupation in the organization. Examples of generalized experience would typically include, but are not limited to: Multi-task and handle high-stress situations, as well as have a good memory and attention to detail. Effectively work both independently and as part of a team by taking responsibility and initiative, sets and meets priorities, Follows through on commitments, safeguards information, and organizes and uses time and resources to achieve desired results. Works with clients and customers to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; Awareness of available products and services; and committed to providing quality products and services. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have successfully completed two (2) years of education above high school level in any field which high school graduation. This education must have been obtained in an accredited business or technical school, junior college, college or university for which high school graduation or the equivalent is the normal prerequisite. Note: Transcripts are required. OR, Combination: Applicants may also combine education and experience to qualify at this level. You must have an combination of generalized experience and education beyond post-high school which meet the total experience requirements for this grade level. Note: Transcripts are required. You will be rated on the following Competencies for this position: Communications and MediaCustomer Service (Clerical/Technical)Oral CommunicationTelecommunications 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. Some standing, and walking is necessary to consults manuals or directives. 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 Overton Brooks VA Medical Center 510 East Stoner Avenue Shreveport, LA 71101 US
• Name: Anastasia Dixon
• Phone: (254) 755-0470
• Email: [email protected]