Position, at the full performance level, is in the Administrative Support and Telecommunications Section of Health Administration Service, of the VA Pacific Islands Health Care System, in Honolulu, HI. 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.

Duties

Major Duties include but are not limited to: Processing incoming and outgoing calls, I.E. international, toll, local, collect, calling cards, patient's long distance outgoing calls and conference calls, promptly and accurately while giving good customer service. Maintains the operation of the Public Address System, Telecommunications Device for the Deaf (TDD), and the paging system, and implementing emergency procedures as required. Monitor Code Blue, Code Reds, RRT, Code Greens and telephone system alarms; implementing emergency procedures for any disaster as required. But will be flexible if another tour needs to be covered temporarily. The telephone operator serves as the Medical Center's receptionist providing information, and assistance. The telephone operator must direct calls to the proper service. The operators must be proficient in VISTA and outlook, to accomplish the task of the position. Operators type in data and other assignments into the VISTA Operator Logs. Maintains, on call schedules, employee directory, doctors, and key employee home telephone numbers in case of an emergency in the electronic Telephone Directory Manager. An Operator may be asked by a Staff Member to generate a Consent Call. Work Schedule: Monday through Friday, 7:30am to 4:00pm, may vary based on service needs 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 AD-HOC telework. Telework eligibility will be discussed during the interview process. Virtual: This is not a virtual position. Position Description/PD#: Telephone Operator/PD02056A 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, 12/30/2024. 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-4 position you must have served 52 weeks at the GS-3. 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-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: Knowledge of a large, frequently changing organizational structures containing complex subdivisions to direct incoming calls. Knowledge of alternate routing options and procedures to make efficient outgoing connections and to connect emergency calls when ordinary methods fail. Knowledge of the capabilities of the telephone system and skill in the procedures necessary to connect several parties on one or both ends of complicated conference calls and to arrange two-party or conference calls by appointment. Knowledge of communication terminology and equipment, including use of multi-trunk switchboard and various paging. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have completed 2 years above high school of education. 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 GS-04. You will be rated on the following Competencies for this position: Attention to DetailCustomer Service (Clerical/Technical)Interpersonal SkillsListening 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. Able to sustain prolonged periods of sitting. Good finger dexterity needed for pushing buttons accurately and rapidly, Good hearing ability required in addition to a pleasant tone of voice. Must be physically able to, wear a headset and have good hearing to respond to alarms in the switchboard room while assisting callers. 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 Spark M Matsunaga Department of Veterans Affairs Medical Center 459 Patterson Road Honolulu, HI 96819 US
• Name: Kali Phoenix
• Phone: (808) 436-9559
• Email: [email protected]