- Position Title
- Lead Telephone Operator
- Agency
- Veterans Health Administration
- Announcement Number
- CBSV-12710456-25-MR Opens in new window
- Open Period
- Tuesday, March 18, 2025 to Tuesday, March 25, 2025
For preview purposes only. To apply, please return to the USAJOBS announcement and click the Apply button.
Eligibilities
1.
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.
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.
2.
Are you a current or former federal employee displaced from the agency hiring for this position? If yes, confirm:
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.
- 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.
3.
Are you willing to accept the working conditions as indicated in the announcement?
4.
Are you willing to accept the conditions of employment as indicated in the announcement?
5.
Please select the appropriate response(s) regarding your referral eligibility:
6.
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.
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.
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.
If you responded yes to any of the items below, you will need to include a SF-50 specifying your prior service.
Your resume must be submitted in English and 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.
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).
2.
Please indicate dates of the highest grade you have held in the Federal service (if applicable).
3.
What is the highest grade you have held on a non-temporary basis in the federal service? If you have never held a federal position, please type "N/A".
Assessment 1
Select the appropriate answer to the following question based on your current level of experience that demonstrates your ability to perform the duties of this position. When answering the questionnaire, remember that your experience is subject to investigation.
Time-in-Grade Restriction - 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. If you have not held a GS grade at any time in the past 52 weeks, or are a Wage Grade employee, this question does not apply to you. For this vacancy, you must have served at the GS-4 or above to be eligible for the GS-5 grade level position.
1.
GS-05 MINIMUM QUALIFICATIONS REQUIREMENT: Carefully read the following descriptions of experience and education. Select the one that best describes your qualifications for GS-05 grade level. Make sure your resume supports the response that you select.
Select the one statement that most accurately describes your training and experience carrying out each task using the scale provided.
2.
Directs daily operations and training of staff. Provides instruction and guidance to employees as appropriate; ensures even distribution of workload and serves as the shift leader and subject matter expert in the absence of the supervisor.
3.
Assists the Supervisor to organize and distribute daily workload for he unit. Assists in the review of work completed for accuracy and compliance with established standards and goals.
4.
Assists and supports the supervisor to monitor and evaluate incoming call and emergency (Code) response data, develops and implements process improvements, goals, and action plans to maintain an environment of high reliability and a culture of continuous improvement.
5.
Assists and supports the supervisor to review manpower requirements and shift assignments to develop, implement, and maintain a consistent manpower management plan to effectively cover required shifts with sufficient personnel to accomplish the sections assigned missions.
6.
Assists the supervisor to screen applicant resumes, serves on hiring and interview panels and assists in the selection of new employees using standard (OPM/VHA) hiring processes.
7.
Serves as PIV sponsor for the section. Ensures section employees have up to date identification and systems access. Initiates system access requests electronically and sponsors employees for new PIV cards and assists the supervisor with oversight of timekeeping management.
8.
Functions as the primary trainer for new employees as directed by the Supervisor. Ensures all new employee training is completed within the specified times for Service Line Orientation training and initial OJT (On the Job Training) for new employees.
9.
Leads annual refresher/recertification training and new equipment training for existing employees. Assists the Supervisor in preparing and delivering section training.
10.
Assists the Supervisor to prepare and deliver mandated and other section training and education to employees regarding new procedures, procedural changes, code requirements, and other procedural matters that require detailed instruction and practice to develop proficiency and cohesion within the unit.
11.
Serves as the VA front-line customer service agent receiving calls from Veterans extending courtesy and professionalism to all callers while referring non-standard issues to the Supervisor. Serves as patient information resource for staff and veterans, provides necessary look up of Medical Center staff phone numbers and pager numbers.
12.
Communicates effectively using diplomacy and discretion when dealing with patients, family members, employees, and any other callers in order to provide assistance, guidance, and information to resolve issues where possible.
13.
Patiently gathers, interprets, and analyzes information to provide optional solutions to customers requests and/or transfers callers to the appropriate subject matter experts capable of helping solve the caller's issue.
14.
Works on the switchboard in the capacity of a Telecommunications Operator to provide shift coverage for sick leave, annual leave, breaks, etc. as necessary.
15.
Receives external and internal calls to the medical center on the NEC console. Functions as the emergency 911 Operator for the Medical Center. Determines the need and the urgency of each call and initiates the appropriate emergency response per established protocols, including determining if the call requires emergent or urgent clinical advice, external police fire notifications, or code announcements.
16.
Operates the voice and digital paging system, long distance pagers, and hospital wide overhead voice paging system. This includes calling the emergency Code pagers in the event of an emergency and also for testing the voice paging system at prescribed intervals.
17.
Communicates daily with the VA Police and Facilities Management using the high frequency radio to notify them of emergency situations, determining the need for and processing Codes and MET responses or other similar emergencies.
18.
Maintains an accurate, daily Record Log of events and incidents to include, but not limited to emergency Codes, fire alarms, panic alarms, and problems with the NEC console, insuring that all pertinent details are documented with correct date, time and employees initials.
19.
Insures functional operation of the telecommunications equipment to include each NEC console, emergency 911 phone, by-pass phone, digital pagers, voice (CODE) pagers, incoming and outgoing phone lines, and will coordinate with the Telecommunications manager in ISS and private contractors when aware of problems or malfunctions.