Summary This position is located within the Health Benefits Office, Health Administration Service, at VA Northern Indiana Healthcare System (NIHCS). The main role is to manage comprehensive telephone and telecommunications support for both campuses and customers at NIHNCS. Responsibilities include handling telecommunications tasks, providing customer service, and directing patients and inquiries to the appropriate NIHCS locations or programs. Responsibilities Major duties and responsibilities include, but are not limited to: Agency Telephone System/Switchboard-90%: Operates the agency telephone system/switchboard to manage both incoming and outgoing calls, including challenging situations with threatening, abusive, or distraught callers. Ensures proper call routing through interviews and directs callers to the appropriate departments or services. Provides essential telephone and organizational information. Manages various non-routine calls, such as International, FTS, and WATS calls, and places outgoing toll calls, accurately recording relevant details. Operates the facility's paging system and coordinates with local telephone and police authorities to trace threatening calls. Monitors alarm systems and uses radios to transmit emergency information. Thorough understanding of a large, dynamic organization, the ability to handle upset or irate callers with calm and courtesy, and the skill to question callers who may provide minimal details. Decisions are based on call destinations, priority levels, security requirements, and system capabilities. Employees work independently, carrying out recurring duties without specific instructions, especially when serving as sole operator without a supervisor readily available. Performs other related duties as assigned. Customer Service-10%: Meets the needs of customers while supporting the Medical Center and Service missions. Consistently communicates and treats customers patients, visitors, volunteers, and all Medical Center staff in a courteous, tactful, and respectful manner. Provides the customer with consistent information according to established policies and procedures. Handles conflict and problems in dealing with the customer constructively and appropriately. Meets the needs of customers while supporting VA Missions. Consistently communicates and treats customers (Veterans, their representatives, visitors, and all VA staff. Exchange necessary information to connect callers with the appropriate organizations or individuals. Contacts are with users of the telephone system, with Government and commercial operators in other locations, and sometimes with contractors for repairs. Additional duties are performed as assigned. Promotion Potential: This position is at full level performance. Work Schedule: 7:00am - 6:00pm, Monday - Saturday or as determined by the needs of the service/department. The specific tour of duty will be discussed during the interview process. Compressed/Flexible: May be eligible upon supervisors approval Virtual: This is not a virtual position. Position Description/PD#: Telephone Operator (OA)/PD92336A Relocation/Recruitment Incentives: Not Authorized. Critical Skills Incentive (CSI): Not Approved. Permanent Change of Station (PCS): Not Authorized. "VA Healthcare System Serving Ohio, Indiana and Michigan (VISN 10) 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 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) As a condition of employment for accepting this position, you will be required to serve a 1-year probationary period or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In 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 or trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest. Qualifications To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 12/16/2025. GENERAL EXPERIENCE: At least 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 GS-4. General experience is defined as progressively responsible clerical, office, or other work that indicates your ability to perform the duties of this position. NOTE: Experience must be fully documented on your resume and must include job title; duties; month and year start/end dates AND hours worked per week. 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. This education must have been obtained at 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. NOTE: Transcripts must be submitted with your application materials. Education cannot be credited without documentation. 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: Communication Computer Skills Stress Tolerance 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 Demands: The work ls usually sedentary but may involve some standing and walking to consult directories and manuals. Physical Requirements: The work is primarily sedentary with reaching, dialing numbers on the console, keyboarding, carrying of light supplies required. Because calls received are emergent and so varied, the position can be emotionally taxing. Working Conditions: 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 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: https://sites.ed.gov/international/recognition-of-foreign-qualifications/. Additional Information Note: Per "Executive Order 14251: Exclusions from Federal Labor-Management Relations Programs", this position is no longer eligible for bargaining unit participation. The Career Transition Assistance Plan (CTAP) provide eligible displaced Federal/VA competitive service employees with selection priority over other candidates for competitive service vacancies. To be qualified you must submit appropriate documentation (a copy of the agency notice, your most recent performance rating, and your most recent SF-50 noting current position, grade level, and duty location) and be found well-qualified for this vacancy. To be well-qualified: applicants must possess experience that exceeds the minimum qualifications of the position including all selective factors, and who are proficient in most of the required competencies of the job. Information about ICTAP and CTAP eligibility is on OPM's Career Transition Resources website at http://www.opm.gov/policy-data-oversight/workforce-restructuring/employee-guide-to-career-transition/. 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.
