Veterans Health Administration Logo
Position Title
Telephone Operator
Agency
Veterans Health Administration
Announcement Number
CBTA-12569980-25-MB Opens in new window
Open Period
Wednesday, October 16, 2024 to Thursday, October 24, 2024
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 within the VISN the position is located?
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.
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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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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. Do not include a photograph or video of yourself, or any sensitive information (age, date of birth, marital status, protected health information, religious affiliation, social security number, etc.) on your resume or cover letter. We will not access web pages or encrypted, and digitally signed documents linked on your resume or cover letter to determine your qualifications.
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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). (limit characters)
Assessment 1
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)
Select “Yes” or “No” to the following question(s). (limit characters)
1. GENERAL EXPERIENCE: Do you possess 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.  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. (limit characters)
2. SUBSTITUTION OF EDUCATION FOR EXPERIENCE: Have you successfully completed 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. (TRANSCRIPT REQUIRED) (limit characters)
3. COMBINATION OF EXPERIENCE AND EDUCATION: Do you possess equivalent combinations of successfully completed post-high school education and experience to meet total qualification requirements at the GS-4 level? (TRANSCRIPT REQUIRED) (limit characters)
Select the one statement that most accurately describes your training and experience carrying out each task using the scale provided. (limit characters)
4. Operates a telephone console system. (limit characters)
5. Interviews callers to determine appropriate routing of phone calls. (limit characters)
6. Receives and places various types of phone calls (i.e., local, long distance, international). (limit characters)
7. Transfers procedurally complicated calls according to established procedures. (limit characters)
8. Screens incoming calls and transfers calls in compliance with established regulations and policies. (limit characters)
9. Communicates and treats customer in a courteous, tactful, and respectful manner. (limit characters)
10. Provides excellent customer service to callers and answers caller questions. (limit characters)
11. Handles conflict and problems in dealing with customer constructively and appropriately. (limit characters)
12. Arranges and completes conference call connections. (limit characters)
13. Assists team members and others when questions arise and/or workloads become unmanageable or overwhelming. (limit characters)
14.
Exercises tact, poise, and diplomacy in dealing with customers.
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15.
Uses Microsoft Word or comparable word processing software to store and retrieve electronic documents and files; activating printers; inserting and deleting text; formatting letters, reports and memoranda; and transmitting and receiving e-mail.
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16.
Uses MS Excel or other comparable spreadsheet software to develop and change spreadsheets to graphically display data.
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17.
Tracks work through worklog entries.
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18.
Knowledge of filing, typing, entering data, maintaining records, taking shorthand, and using and completing forms.
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Transcript Reminder - If you are basing your qualifications on education (or a combination of education and experience) or if the position requires a college education to qualify, you must submit a copy of your transcripts with your application.
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