Summary This Telephone Operator position is within the Health Administration Services at the San Juan VA Healthcare System to include several Community Based Outpatient Clinics. The Telephone Operator serves in a critical front-line role to patient and community access and manages telephone calls to the facility, to include external calls to the facility as well as internal service to service telephone transfers. 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 a telephone system that handles a full range of telephone calls, including local and long distance. Operates a telephone system with a Veteran's Centered customer service approach that connects all customers with their desired request. Deals with a high volume of phone calls and/or situations simultaneously. Remains calm and professional in stressful situations and has quick decision-making skills. Greets customers presenting to the Information Desk and provides accurate information regarding the medical facility. Provides assistance with questions customers may have and provides facility directions, as needed, to customers. Monitors and silences the Patient Assistance Alarm Board. Reports alarms to appropriate personnel for action. Makes emergency announcements using the overhead paging system that require immediate responses from facility. Reports all emergency situations to Police Dispatch and their supervisor. Reports telephone trouble to appropriate personnel as needed, for corrective action. Performs other duties as assigned. Work Schedule: Monday-Friday 8:00am-4:30pm; As operations expand, the schedule is expected to include rotation, shift work, weekends, and holidays. Applicants must be available to work these schedules as operational needs require. Recruitment & Relocation Incentives: Not authorized Critical Skills Incentive (CSI): Not approved 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 identification 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 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, 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. English Language Requirement: You must be fluent in spoken and written English, including speaking, listening comprehension, reading, and writing to meet the requirements of this position. -AND- Spanish Language Requirement: You must be fluent in spoken and written Spanish, including speaking, listening comprehension, reading, and writing to meet the requirements of this position. -AND- You may qualify at the GS-4 level if you fulfill one of the following qualifications: -GENERAL EXPERIENCE: One (1) year of general experience that equipped you with the knowledge, skills, and abilities needed to successfully perform the duties of this 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 to be filled. -OR- -EDUCATION: Successful completion of two (2) years of education above the high school level in any field. This education must have been obtained in an accredited business, secretarial or technical school, junior college, college or university for which high school graduation or the equivalent is the normal prerequisite. One year of full-time undergraduate 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 general 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: Customer Service (Clerical/Technical) Information Management Technical Competence Telecommunications 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 usually sedentary but may involve some standing and walking to consult directories and manuals. 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. 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.
