Summary This position is in the Center for Development and Civic Engagement (CDCE), Veterans Health Administration Butler VA Health Care System (VABUT/529) and will report to the Voluntary Services Officer. The primary purpose of the position is to provide comprehensive facility telephone support and CDCE program support to the Butler VA Healthcare System and all associated sites. Responsibilities Work Schedule: Monday - Friday 7:30am - 4:00pm Position Description/PD#: Telephone Operator / PD027180 The Telephone Operator provides a welcoming and positive first impression of the Butler VA Healthcare System by processing incoming, outgoing, networked and interoffice calls regarding hospital services. While provide program support to CDCE Service Line. Major Duties Include but not limited to: Operates the Butler Healthcare System centralized telephone system to receive and connect incoming and outgoing calls utilizing complex computerize equipment and telecommunications software. Personally, provides information of a routine nature and receives and directs callers to the appropriate area. Provides general telephone and visitor referral services. Refers callers to appropriate facility or program area based on specific request or by ascertaining the nature of the call. Interviews incoming callers and routes the calls to their proper destination. Regularly provides customer service to a variety of difficult calls requiring personal involvement on the part of the employee, such as threatening, abusive, or distraught callers. Responsible for obtaining accurate patient account information in order to transfer calls to the appropriate areas. Performs telecommunications support work to a variety of technical and/or administrative programs in the Butler Healthcare System facilities network. Operates computerized telecommunications systems, and/or performs support and service functions requiring knowledge of telecommunications processing sequences, procedures, user and/or program functions, computer requirements, and/or techniques associated with the maintenance of the system. Troubleshooting of telephone and computer related problems. Advises immediate Supervisor regarding issues within the telecommunications system settings that impact the Telephone Operator Office. Accurately utilizes the features of the telephone consoles, headsets, telephones and other related equipment. Modifies and maintains operation manuals, reference books, and/or software instructions associated with programs and system used in the Butler VA Healthcare System Telephone Operations Center. Ability to perform calmly, competently, and quickly in emergency situations. Independently processes personnel referrals, information requests, correspondence controls, and inter-office communications in a courteous and effective manner. He or she ensures that telephone calls, office visitors, and patients are screened and referred to appropriate individuals in a cooperative, considerate, and helpful manner. Anticipates office supply and form needs, and ensures supplies and forms are adequately maintained to meet office needs. Performs typing work using word processing software and equipment. Types letters, reports, memoranda, inventories, rosters, mailing lists, other general office material. Prepares materials for publications such as pamphlets, certificates, forms, graphs, technical manuals or comparable items. Formats the materials and uses proofing and marking symbols. Acts as a liaison to other managers and staff within the organization and provides accurate advice on procedures, reports, requirements, and other matters necessary to implement program policies, directives, and instructions. Maintains personnel records, training records, and timecards, including leave schedules, and facilitates travel arrangements. Sorts and collates in order paperwork for program support. Maintains critical records of all facility contacts and records critical details of incidents and reports this to VA police and/or to management. Virtual: This is not a virtual position. Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): Not Authorized 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/trial period 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 (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued dentification 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) Qualifications To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 09/04/2025. You may qualify based on your experience and/or education as described below: General Experience: You must have one year of general experience to include progressively responsible clerical, office, or other work that indicates the ability to complete the indicated competencies of the position. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have two years of education above high school. OR, Combination: Applicants may also combine education and experience to qualify at this level. You must have an combination of general experience and education beyond the one year of education above high school. You will be rated on the following Competencies for this position: Customer Service (Clerical/Technical) Information Management Technical Competence Telecommunications 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: Work is sedentary. The employee sits comfortably to do the work. There is some moving around to adjust equipment, carrying of light items such as papers and books. Monthly, the operator must ambulate through the main facility to conduct power fail phone checks, nurse call alarm checks, and other alarm monitoring checks as established by department policy. This may require being away from the regular workstation for several hours. Quarterly, the operator must present to New Castle Road (alternate) campus to include all buildings with power fail phones and alarms to conduct power fail phone checks, nurse call alarm checks, and other alarm monitoring checks as established by department policy. Incumbent will be required to have knowledge of all locations of blue emergency call stations throughout the campus. As incumbent is responsible for calling codes and conditions throughout New Castle Road campus, the incumbent must be familiar with the layout of all buildings and should be able to assist via phone in wayfinding. 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 Receiving Service Credit or Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed. This job opportunity announcement may be used to fill additional vacancies. 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.
