Summary This position is located within Switchboard Operations, as part of the Veterans Experience Service at the John D. Dingell VAMC. Serving as the primary resource for facilitating access to care, the incumbent operates within a high-volume, fast-paced environment and is tasked with performing complex administrative triage of incoming calls routed through an advanced automated call distribution system. Responsibilities Major duties and responsibilities include, but are not limited to: Telephone System/Switchboard: 80% A. Swiftly and accurately triage and direct all incoming telephonic communications by conducting comprehensive assessments of caller needs. Leverage advanced digital resources, such as the Electronic Health Record (Cerner/Power Chart) system and/or institutional telecommunication directories, to facilitate the expedient transfer of calls within a targeted 30-second interval, ensuring continuity of care and operational efficiency. B. Employ proactive situational awareness and prioritization protocols to respond to all facility alarms and emergent code calls (e.g., Code Blue, psychiatric emergencies, suicide risk alerts) with immediate escalation. Utilize critical communication pathways including Fire Alarm, Public Address Systems, and Vocera platform. This will ensure rapid dissemination of information to essential medical center personnel and leadership. C. Sustain uninterrupted communication operations throughout the duration of facility emergencies or disaster events, maintaining dedicated connectivity with relevant stakeholders and infrastructure until official resolution and system stabilization are confirmed. D. Utilize advanced triage methodologies to deconstruct complex caller concerns, employing effective resolution strategies and, when appropriate, coordinating seamless referrals to specialized patient advocacy liaisons for comprehensive follow-up. E. Systematically document and catalogue incident reports, operational logs, and equipment distribution activities (such as pager battery management), ensuring meticulous and secure information management through SharePoint (Microsoft Excel) or analogous data platforms for each assigned shift. F. Initiate and manage specialized outbound long-distance communications utilizing commercial telephony interfaces, including Cisco Finesse and Automated Call Distribution (ACD) lines, to support organizational outreach and operational requirements. Administrative Support 20% G. Confirm callers are on the designated transportation scheduled to be picked up for their clinical appointments. H. Enforce stringent workspace hygiene protocols by maintaining workstation and console cleanliness at the conclusion of each tour, in recognition of shared workspace standards and infection control imperatives. I. Administer routine maintenance and functionality checks for telecommunication equipment (e.g., headsets) and promptly escalate issues or service interruptions to supervisory personnel to ensure sustained operational readiness. J. Execute a spectrum of administrative and clerical tasks as delegated, demonstrating adaptability and proficiency with emergent organizational needs. K. Maintain an informed awareness of the intersection between daily operational activities and the strategic objectives of the VA GEMS (Green Environmental Management Systems) program, actively promoting and implementing best practices for environmental stewardship and sustainability. Performs other duties as assigned. Promotion Potential: This position is at the full level performance.. Work Schedule: Sunday-Saturday, rotating days off, rotating tours, including weekends and holidays. Virtual: This is not a virtual position. Position Description/PD#: Telephone Operator/PD94515A Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): Not Authorized VA Healthcare System 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 To be considered for this position, you must complete all required steps in the process. In addition to the application and questionnaire, this position requires an online assessment. The online assessment measures critical general competencies required to perform the job. Selective Service Registration is required for males born after 12/31/1959 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. A pre-placement physical examination is not required. 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 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, 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, 11/13/2026. Time-In-Grade Requirement: Not applicable to GS-4 positions. Note: To qualify for this position, applicants must meet all requirements by the closing date of this announcement. You may qualify based on your experience and/or education as described below: 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. 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. 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/. Physical Requirements: Most of the work is performed in an office setting. These job functions do not required unusual physical effort but may involve some standing and walking to consult directories and manuals. The work will be performed during normal business hours as defined by the medical center and is generally sedentary. 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 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. Reasonable Accommodation (RA) Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application. Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments, based on your adjudication decision. You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments if you received the link after the close of the announcement. To determine if you need a RA, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments. Receiving Service Credit for 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. VA may offer newly-appointed Federal employee's credit for their job-related non-federal experience or active duty uniformed military service. 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. The Interagency Career Transition Assistance Plan (ICTAP) and Career Transition Assistance Plan (CTAP) provide eligible displaced 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/.
