Summary The primary purpose of this position is to provide comprehensive telephone and telecommunication support to the Marion VA Healthcare System. Responsibilities ***THIS IS NOT A VIRTUAL POSITION, YOU MUST LIVE WITHIN OR BE WILLING TO RELOCATE WITHIN A COMMUTABLE DISTANCE OF THE DUTY LOCATION*** Major duties and responsibilities include: Operates communication systems and telephone switchboard to receive and connect incoming and outgoing calls. Routes calls to proper destination and provides telephone and organization information to callers. Answers/places non-routine telephone calls. Regularly handles difficult calls requiring involvement on the part of the employee to facilitate help for the call (i.e. threatening, abusive, suicidal or distraught callers). Acts as an emergency service dispatcher, monitoring alarm systems when necessary, radios, phones (including Automated Call Distributor (ACD) equipment), computers, Community Based Outpatient Clinic (CBOC) communication systems, etc. Maintains radio contact in extreme situations when other communication systems are down. Contacts appropriate personnel to respond to emergent situations. Issues appropriate overhead announcements when situations require such as long as approved by the Director first. Initiates emergency call-back cascade when appropriate. Notifies pertinent staff (facilities management, hospital police, appropriate maintenance, etc.) when equipment malfunctions and action is immediately required to resolve the issue and avoid risk to the hospital. Operates the facility paging system for code situation such as abusive patients, missing patients, medical emergencies, environmental problems, etc. Performs other duties as assigned. Work Schedule: Tour varies between 7:00am-4:30pm Monday-Friday Recruitment & Relocation Incentives: Not authorized Critical Skills Incentive (CSI): Not approved 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. 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. You may qualify at the GS-04 level if you fulfill one of the following qualifications: -General Experience: One (1) year of general experience that has equipped you with the knowledge, skills, and abilities necessary to perform the duties of a Telephone Operator position. General experience is defined as 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. -OR- -Education: Two (2) years of education above the high school level in any field for which high school graduation or the equivalent is the normal prerequisite. This education must have been obtained in an accredited business, secretarial or technical school, junior college, college or university. One year of full-time academic 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. (TRANSCRIPTS REQUIRED) -OR- -Combination: Equivalent combinations of education and specialized experience (as described above) to meet the requirements at the GS-4 level. (TRANSCRIPTS REQUIRED) You will be rated on the following Competencies as part of the assessment questionnaire for this position: Computer Skills Customer Service (Clerical/Technical) Technical Competence 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 sedentary but may involve some standing. There is some moving around to adjust equipment; carrying of light items such as papers, books. Work is performed, at times, under stressful conditions. Physical demands require good hearing in both ears. Must have good speech and voice modulation. Solitary work is performed on off-tours. 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 IMPORTANT: 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: Recognition of Foreign Qualifications | International Affairs Office (ed.gov). 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.