Summary This position is located in the VISN 12 Centralized Telecommunications Center, VA Medical Center, Madison, WI. The primary purpose of this position is to supervise the staff and operations that provides comprehensive telephone and telecommunications support to all VISN 12 facilities and customers. Responsibilities Exercises supervisory and/or managerial authorities Provides comprehensive telephone and telecommunications support to all VISN 12 facilities and customers. Performs work assignments in the VISN 12 Centralized Telecommunications Center that involve direction and supervision of subordinated staff responsible for a variety of different duties and responsibilities relating to provision of telephone and related telecommunications services to all facilities in the network. Performs telecommunications support assignments that involve a significant amount of customer service in recognizing and routing patient and other inquiries to the correct VISN 12 location and Program Responsible for effective leadership in planning, organizing, direction and controlling the VISN 12 Centralized Telecommunications Center. This includes responsibility for supervision and direction of the Telecommunication Center staff assigned to shift operations on a seven-day per week, 24-hour per day basis. Operates Agency Telephone/Emergency Communications Operates centralized VISN 12 telephone system to receive and connect incoming and outgoing calls utilizing complex computerized equipment and telecommunications software. Interviews incoming caller, routes the calls to their proper destination, and provides telephone and organizational information to callers. Answers/places recurring @types of telephone calls. Furnishes information to callers concerning telephone extensions and provides on call information for hospital staff. Receives and investigates the source of telephone trouble calls, maintains trouble log, and notifies the telephone technician of trouble. Operates the installation's paging system. Regularly handles a variety of difficult calls requiring critical thinking skills and personal involvement on the part of the employee, such as suicidal, threatening, abusive, or distraught callers. Performs telecommunications support work to a variety of technical and administrative programs in the network Operates computerized telecommunications systems, and /or performs support and service functions requiring knowledge of telecommunications processing sequences, procedures, use and /or program functions, computer requirements, and or/ techniques associated with the maintenance of the system Maintenance of telecommunication center documentation Maintains manuals, reference books and instructions associated with the programs and systems used in the VISN 12 telecommunications center. Serves as the primary contact for the maintenance of "On Call" schedules, incorporating primary and secondary contact numbers and pagers for medical and support functions at every VISN 12 medical center. Telecommunication Center File Maintenance Performs work related to maintaining, purging, listing and monitoring computer generated telephone files. Performs clear-cut, repetitive file maintenance work such as updating staff listings and telephone directories, revising file characteristics, and making backup copies of files. Telecommunication Center Equipment Operation Sets up, operates, and monitors computer support equipment including peripheral equipment such as printers, tape drives, and scanners, when needed. Tests the telecommunication equipment for operation, monitoring and controlling operations during processing, and takes prompt action in response to programmed instructions, machine failures, or unscheduled halts. Monitors the errors logged by the operating system and initiates corrective actions. Maintains documentation and procedure logs. Information Validation Assists officials responsible for the functioning of the program and identifies problem areas which become identified through the Centralized Telecommunications Center Work Schedule: Monday-Friday 1:00 pm - 10:00 pm Telework: Not Available Virtual: This is not a virtual position. Position Description/PD#: Supervisory Telecom Equipment Operator/PD09138A Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required Requirements Conditions of Employment You must be a U.S. Citizen to apply for this job All applicants tentatively selected for VA employment in a testing designated position are subject to urinalysis to screen for illegal drug use prior to appointment. Applicants who refuse to be tested will be denied employment with VA. 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) Qualifications To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 02/23/2026.Time-In-Grade Requirement: Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement. For a GS-07 position you must have served 52 weeks at the GS-06. The grade may have been in any occupation, but must have been held in the Federal service. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade. Note: Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment. You may qualify based on your experience as described below: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-06 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Experience operating computerized telecommunications systems, and/or performing support and service functions requiring knowledge of telecommunications call center processing, procedures, use and/or program functions, computer requirements, and/or techniques associated with basic troubleshooting of telecommunication/phone systems; experience utilizing complex computerized equipment and telecommunications software; experience receiving and investigating the source of trouble calls and notification of the technician of trouble; experience handling a variety of difficult calls such as suicidal, threatening, abusive, or distraught callers; experience in providing customer service and communication to internal and external customers; multi-tasking and prioritizing work in a fast pace work environment; and experience in a position that required providing leadership/supervision, information, guidance, or resources You will be rated on the following Competencies for this position: Accountability Customer Service Leadership Managing Human Resources Performance Management Planning and Evaluating 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 requires no special physical demands. It is sedentary, performed in a comfortable posture. It may involve some walking, standing, bending, or carrying of light items. 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 There is no educational substitution at this grade level. Additional Information The Interagency Career Transition Assistance Plan (ICTAP) and 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/.Placement Policy: The posting of this announcement does not obligate management to fill a vacancy or vacancies by promotion. The position may be filled by reassignment, change to lower grade, transfer, appointment, or reinstatement. Management may use any one or any combination of these methods to fill the position. It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.This job opportunity announcement may be used to fill additional vacancies. Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members. For more information on the "Who may apply" eligibility requirements, please refer to the OHRM Status Candidates and Other Candidate Definitions document. If you are unable to apply online or need to fax a document you do not have in electronic form, view the following link for information regarding an Alternate Application.
