Veterans Health Administration Logo
Position Title
Telephone Operator - Medical Administration Services
Agency
Veterans Health Administration
Announcement Number
CBST-11571435-22-CP Opens in new window
Open Period
Thursday, July 14, 2022 to Wednesday, August 3, 2022
For preview purposes only. To apply, please return to the USAJOBS announcement and click the Apply button.
Eligibilities
1. Are you currently employed by the Department of Veterans Affairs?
This includes: Career/Career Conditional or Excepted Service (i.e. Canteen, Hybrid, Title 38, etc. and meets interchange agreement requirements). This does not include temporary, term or temporary intermittent.

To verify your eligibility, you must submit a copy of your most recent Notification of Personnel Action, Standard Form 50 (SF-50).  Your SF-50 must include enough information to be able to determine that time-in-grade requirements have been met (if applicable) and include your position title, pay plan/series/grade, tenure and the type of appointment (i.e. Competitive or Excepted).  Please be aware that award SF-50's do not always include this pertinent information.
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2. Are you an employee of the facility indicated for this position?
This includes: Career/Career Conditional or Excepted Service (i.e. Canteen, Hybrid, Title 38, etc. and meets interchange agreement requirements). This does not include temporary, term or temporary intermittent.

To verify your eligibility, you must submit a copy of your most recent Notification of Personnel Action, Standard Form 50 (SF-50).  Your SF-50 must include enough information to be able to determine that time-in-grade requirements have been met (if applicable) and include your position title, pay plan/series/grade, tenure and the type of appointment (i.e. Competitive or Excepted).  Please be aware that award SF-50's do not always include this pertinent information.
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3. Are you a current or former federal employee displaced from the agency hiring for this position? If yes, confirm:
  • you are located in the same local commuting area of the vacancy; AND,
  • you are applying to a position that is at or below the grade level of the position from which you were or will be separated; AND,
  • your grade is equivalent to or below the grade level of the vacancy; AND, 
  • your last performance rating of record is at least fully successful or the equivalent.

For more information, review the USAJOBS Help Center.

To verify your eligibility, you must submit supporting documentation such as a Reduction in Force (RIF) separation notice or a Proposed Removal/Separation notice to include your latest performance rating (if the notice does not have this information included, you must submit a copy of your most recent performance appraisal) and a copy of your latest Notification of Personnel Action, Standard Form 50.
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Preferences
1. Which of the following items describes your current or recent (within the last five years) political appointee service?

If you responded yes to any of the items below, you will need to include a SF-50 specifying your prior service.
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Resume Reminder- Your resume must include the following information for each job listed:
  • Job title Duties (be as detailed as possible)
  • Month & year start/end dates (e.g. June 2007 to April 2008)
  • Full-time or part-time status (include hours worked per week)
  • Series and Grade, if applicable, for all Federal positions you have held
Please be aware that your answers will be verified against information provided on your resume. Be sure that your resume clearly supports your responses to all of the questions by addressing your work experience in detail.

Recommended: Even though we do not require a specific resume format, your resume must be clear so that we are able to fully evaluate your qualifications. To ensure you receive appropriate consideration, please list the duties you performed under each individual job title. If we are unable to match your experiences with the positions held, you may lose consideration for this vacancy. We cannot make assumptions regarding your qualifications.
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Accuracy of Application Reminder:
By submitting your application, you are certifying, to the best of your knowledge and belief, all the information submitted by you with your application for employment is true, complete, and made in good faith, and that you have truthfully and accurately represented your work experience, knowledge, skills, abilities and education (degrees, accomplishments, etc.). The information you provide as part of your application may be investigated. You are also certifying, and acknowledging, that misrepresenting your experience or education, or providing false or fraudulent information in, or with your application, may affect your eligibility for appointment and/or continued employment. False or fraudulent statements may be punishable by fine or imprisonment (18 U.S.C. 1001).
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Assessment 1
Thank you for your interest in this position with the Department of Veterans Affairs. Select the appropriate answer to each of the following questions based on your current level of education and/or experience that demonstrates your ability to perform the duties of this position. When answering the questionnaire, remember that your experience and education are subject to verification by investigation. You may be asked to provide specific examples or documentation of experience or education as proof to support your answers, or you may be required to verify a response by a practical demonstration of your claimed ability to perform a task. (limit characters)
1. (Minimum Qualifications) Select the one statement that best describes the experience and/or education that you possess that demonstrates your ability to perform the work at the GS-4 level or equivalent pay band in the Federal service.

To qualify at the GS-4 grade, you must have one year of specialized experience equivalent to the GS-3 level or higher and/or meet educational requirements or a combination of specialized experience and education.

Specialized experience:
  • Experience with body of standardized rules, procedures, or operations requiring considerable training and experience to perform the full range of communications and/or clerical assignments and resolve recurring problems.
  • Operate a desk attendant telephone console, remembering numbers and extensions and dealing with all types of people.
  • Experience with various alarm procedures, emergency and/or medical procedures, paging procedures and basic telecommunications.

OR

Education:
Substitution of two years of education above high school (transcripts required).

OR

Combination of Specialized Experience and Education:
Combination of specialized experience as described above and successfully completed post high school education to meet total qualification requirements at the GS-4 level (transcripts required).
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For each task in the following groups, choose the statement from the list below that best describes your experience and/or training. Note: Your resume must support the responses you select to receive full credit. (limit characters)
Select the one statement that most accurately describes your training and experience carrying out each task using the scale provided. (limit characters)
2. Furnishes information to customers concerning telephone extensions, organizational functions, and staff information. (limit characters)
3. Operates computerized telecommunication systems and/or performs support and service functions requiring knowledge of telecommunications processing sequences, procedures, user and/or program functions, computer requirement and /o techniques associated with the maintenance of the system. (limit characters)
4. 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. (limit characters)
5. Provides comprehensive telephone and telecommunication support to all facilities and customers. (limit characters)
6. Provides clear-cut, repetitive files maintenance work suck as updating username, departments, telephone directories, and making back-up copies of files. (limit characters)
7. Modifies and maintains operations manuals, reference books, and /or software instructions associated with programs ans systems used in the Centralized Call Center. (limit characters)
8. Operates Centralized Attendant telephone system to receive and connect incoming and outgoing calls utilizing complex computerized equipment and telecommunication software. (limit characters)
9. Correctly operate electronic communication equipment. (limit characters)
10. Performs telecommunications support assignments, which involves a significant amount of customer service in recognizing and routing patient and other inquiries to the correct location and program. (limit characters)
11. Provides support directly to system users within the organization and provides training, as well as troubleshooting telephone and computer related problems. (limit characters)
Required Documents: Please see "Required Documents" section of the job announcement.

Please be aware that your answers will be verified against information provided on your resume. Be sure that your resume clearly supports your responses to all of the questions by addressing your work experience in detail.

Recommended: Even though we do not require a specific resume format, your resume must be clear so that we are able to fully evaluate your qualifications. To ensure you receive appropriate consideration, please list the duties you performed under each individual job title. If we are unable to match your experiences with the positions held, you may lose consideration for this vacancy. We cannot make assumptions regarding your qualifications.
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Warning Statement: Do not overstate or understate your level of experience and demonstrated capability. You should be aware your ratings are subject to evaluation and verification based on resume and other relevant documents you submit, as well as through verification of references as appropriate. Later steps in selection process are specifically designed to verify your stated level of experience and demonstrated capability. Deliberate attempts to falsify information may be grounds for not selecting you or for dismissing you from the position following acceptance. (limit characters)