Telephone Operator

***THIS IS NOT A VIRTUAL POSITION YOU MUST LIVE WITHIN OR BE WILLING TO RELOCATE WITHIN A COMMUTABLE DISTANCE OF THE DUTY LOCATION***

Duties include but may not be limited to the following:

• Processes incoming outgoing networked and intraoffice calls regarding hospital services patient information and providing emergency notification information.
• Receives interviews interprets and directs incoming and outgoing telephone requests to proper locations.
• Provides technical and administrative assistance to all services of the hospital and health care system with routing calls to locations making overhead announcements and coordinating with emergency services as needed.
• Assists with the training of newly hired telephone operators volunteers and students department procedures and telecommunications equipment.
• Processes a variety of calls including difficult calls (threatening abusive suicidal or distraught callers) requiring appropriate action to ensure callers receive the assistance needed.
• Maintains courteous and prompt assistance when directing difficult calls and uses personal judgement to complete these calls.
• Initiates emergency notifications for Code emergencies and Rapid Response as needed.
• Contacts the appropriate personnel to respond to emergent situations by following established procedures protocols and policies.
• Performs other related duties as assigned.

Work Schedule: Full time Monday - Friday tour varies between 7:00am-4:30pm will be discussed during the interview process.
Recruitment & Relocation Incentives: Not authorized
Critical Skills Incentive (CSI): Not approved.
Telework: This position may be authorized for Ad hoc telework. Ad hoc is defined as occasional non-recurring telework. Telework eligibility will be discussed during the interview process.

• You must be a U.S. Citizen to apply for this job
• Selective Service Registration is required for males born after 12/31/1959
• Subject to background/security investigation
• Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements ( Effective May 7 2025 drivers licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP)

As a condition of employment for accepting this position you will be required to serve a 1-year probationary period during which we will evaluate your fitness and whether your continued employment advances the public determining if your employment advances the public interest we may consider:

• your performance and conduct;
• the needs and interests of the agency;
• whether your continued employment would advance organizational goals of the agency or the Government; and
• whether your continued employment would advance the efficiency of the Federal service.

Upon completion of your probationary period your employment will be terminated unless you receive certification in writing that your continued employment advances the public interest.

GENERAL EXPERIENCE: Applicants must possess one (1) year of general experience that equipped you with the knowledge skills and abilities needed to successfully perform the duties of this position. General experience is progressively responsible clerical office or other work that indicates ability to acquire the particular knowledge and skills needed to perform the duties of the position to be filled. 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.

OR

SUBSTITUTION OF EDUCATION FOR EXPERIENCE (Transcript Required): Successful completion of two (2) years of education above the high school level in any field. This education must have been obtained in an accredited business secretarial or technical school junior college college or university for which high school graduation or the equivalent is the normal prerequisite. One year of full-time undergraduate study is defined as 30 semester hours 45 quarter hours or the equivalent in a college or university or at least 20 hours of classroom instruction per week for approximately 36 weeks in a business secretarial or technical school.

OR

COMBINING EDUCATION AND EXPERIENCE (Transcript Required): Combination of successfully completed post-high school education and experience may be used to meet total qualification requirements. 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. Transcripts must be submitted with application. Education cannot be credited without documentation.


You will be rated on the following Competencies as part of the assessment questionnaire for this position:

• Computer Skills
• Customer Service
• Telecommunications

IMPORTANT: A full year of work is considered to be 35-40 hours of work per week. All experience listed on your resume must include the month and year start/end dates. 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.

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; religious; 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.

Physical Requirements: The work is usually sedentary but may involve some standing bending and carrying light items as required. The work is performed in an office setting that is well-lit ventilated and temperature controlled.

For more information on these qualification standards please visit the United States Office of Personnel Managements website at