This position is located at the Orlando VA Medical Center and manages telephone calls for the facility, to include external calls to facility, as well as internal service to service telephone transfers, and ensuring the customers are routed to their appropriate point of contact.

Duties

Major duties include, but are not limited to: Operates a telephone system that handles a full range of telephone calls, including local and long distance. Operates the telephone system with a Veterans' Centered Customer Service Approach that connects all customers to their desired request. Must be able to del with high volume of phone calls and/or situations simultaneously. Remain calm and professional in stressful situations and have quick decision-making skills. Greet Customers presenting to the information desk. Provide accurate information regarding medical facility including directions to the facility. Monitors all Patient Assistance Alarm Boards and Medical Gas Alarm System. Report alarms to appropriate personnel for action. Makes emergency Announcement using the overhead paging system. Report all emergency situations to Police dispatch and supervisor. Performs other duties as assigned. Work Schedule: Monday-Friday, 8:00am-4;30pm Telework: 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/PD07253A Relocation/Recruitment Incentives: Not Authorized

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 12/06/2024. You may qualify based on your experience and/or education as described below: General Experience: You must have one year of general experience equivalent to at least the next lower grade GS-03 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Receive and distribute incoming calls, communicate and provide customer service, responds to emergency alarms and making emergency announcements using the overhead paging system, connecting high priority, and emergency calls timely while coordinating the distribution of messages at the medical center in a timely, and accurate manner, and performs a variety of administrative duties including knowledge of Emergency Management protocols and procedures. 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. OR, Combination: Applicants may also combine education and experience to qualify at this level. You must have a combination of specialized experience and 2 years education beyond high school. NOTE: Transcripts (unofficial or official) must be submitted with your application materials. Education cannot be credited without documentation.. You will be rated on the following Competencies for this position: ComplianceCompliance InspectionFirst ResponseOperating SystemsTelecommunications 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, 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 Orlando VA Medical Center 13800 Veterans Way Orlando, FL 32827 US
• Name: Madge Moodie Titre
• Email: [email protected]