Summary The Telephone Operator is located at the Minneapolis VA Health Care System (MVAHCS), within the Patient Experience Office. The service provides 24/7 coverage for both telephones and security services. The primary purpose of the position is to process incoming calls and other alarms. Responsibilities Major duties include, but are not limited to: Operating a digital multi-line telephone system. Handling incoming commercial and FTS calls, local and information calls, calls pertaining to patients, and calls requiring employee location. Full working knowledge of the Medical Center and its many services and sections. Placing long distance and overseas calls. Correctly route calls when very little information is forthcoming from caller. Remaining calm, courteous, and efficient when a caller becomes angry and abusive. Knowledge of what to do and who to call when there is a systems failure. Handling emergencies calmly. Making proper response to alarms, knowing which ones take priority over all other activities. Performs other duties as assigned. Work Schedule: Various shifts available (day, midday, nights); the specific tour of duty will be discussed during the interview process. Virtual: This is not a virtual position. Position Description/PD#: Telephone Operator/PD60683A Relocation/Recruitment Incentives: May be authorized for eligible and highly qualified candidates Permanent Change of Station (PCS): Not Authorized Critical Skills Incentive (CSI): Not Approved Financial Disclosure Report: Not required Bargaining Unit: Yes, AFGE/1272 The VA Midwest Health Care Network advocates for a Whole Health System of care in each of the Medical Centers. This is an approach to healthcare that empowers and equips people to take charge of their health and well-being and live their lives to the fullest. As an employee operating in a Whole Health System of care, you will operate in a model with three core elements, seeking to create a personalized health plan for each Veteran. This is done in the context of healing relationships and healing environments and a connection back to the Veteran's community. This aligns with the Veterans Health Administration (VHA) Mission Statement to Honor America's Veterans by providing exceptional health care that improves their health and well-being. Requirements Conditions of Employment You must be a U.S. Citizen to apply for this job Selective Service Registration is required for males born after 12/31/1959 You may be required to serve a probationary period Subject to background/security investigation Selected applicants will be required to complete an online onboarding process Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP) Participation in the Coronavirus Disease 2019 (COVID-19) vaccination program is a requirement for all Veterans Health Administration Health Care Personnel (HCP) - See "Additional Information" below for details. Qualifications To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 11/15/2024. You may qualify based on your experience and/or education as described below: General Experience: Applicants must possess at least one (1) year of general experience with duties related to the 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 such as but is not limited to: customer service, receptionist duties, receiving and directing a variety of inquiries, and providing immediate communications throughout the medical center. OR Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have two (2) years of education above high school. (TRANSCRIPTS REQUIRED). OR Combination: Applicants may also combine education and experience to qualify at this level. You must have an equivalent combination of experience and education to qualify for the Telephone Operator position. Example: The position to be filled is a Payroll Clerk, GS-04. An applicant has 8 months of qualifying experience and 20 semester hours of college. The applicant meets 67 percent of the required experience and 33 percent of the required education. The applicant meets 100 percent of the total requirements and is qualified for the position. (TRANSCRIPTS REQUIRED). You will be rated on the following Competencies for this position: Communications Computer Skills Problem Solving Teamwork 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. The work is normally performed in a well-lighted, temperature-controlled room. Normal safety precautions are required. 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/. Additional Information This job opportunity announcement may be used to fill additional vacancies. Pursuant to VHA Directive 1193.01, VHA health care personnel (HCP) are required to be fully vaccinated against COVID-19 subject to such accommodations as required by law (i.e., medical, religious or pregnancy). VHA HCPs do not include remote workers who only infrequently enter VHA locations. If selected, you will be required to be fully vaccinated against COVID-19 and submit documentation of proof of vaccination before your start date. The agency will provide additional information regarding what information or documentation will be needed and how you can request a legally required accommodation from this requirement using the reasonable accommodation process. If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement. Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act.