Telephone Operator
The primary duties of the position involve operating telephone switchboard equipment to connect incoming and outgoing calls. The work involves routing the calls to their proper destinations and providing telephone and organizational information to callers. Other duties include but are not limited to:
Position is responsible for the operation of the Medical Center switchboard. Must use courtesy, tact, diplomacy, good hearing, manual dexterity, good speech, and voice modulation in dealing with customers, staff, veterans, etc. Assists with placing and receiving long distance calls. Receives and places regular or special long distance calls (over tie lines, commercial circuits or other systems or networks such as Wide Area Telephone Service, Federal Telecommunications Systems, etc.). Handles calls of varying priority, requiring preempting of circuits and selective handling, particularly under accelerated or emergency conditions. Regularly handles a variety of difficult calls requiring extensive personal involvement. Examples of such calls include:
1. next of kin calls; 2. emergencies such as cardiac arrest, sprinkler, refrigeration, oxygen or other alarms; 3. calls requiring tactful handling of confused, abusive, threatening individuals; 4. calls from relatives or patients demanding to speak to medical center staff about the condition or treatment of the patient; 5. calls from mentally incompetent, alcohol or drug-addicted persons requiring special attention from the operator; 6. calls at such a rapid pace that the tempo of pressure creates unusual demands for the operator. Maintains an accurate listing of all in-patients and staff as well as key employees and other records incidental to the telephone, information, and receptionist services that are used regularly. Maintains on-call rosters for medical services for non-administrative hours. Responsible for identifying patients who have opted out of the medical center patient directory. Performs other duties as assigned Work Schedule:
Various shifts Monday-Sunday 7 AM-11 P Compressed/Flexible:
Telework:
Not available Virtual:
This is not a virtual position. Position Description/PD#:
Telephone Operator/PD04103A Relocation/Recruitment Incentives:
Not Authorized Financial Disclosure Report:
Not required To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 11/02/2020. 1 year General experience or 2 Years above High School. Time-In-Grade Requirement:
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 by the closing date of this announcement. For a GS-4 position you must have served 52 weeks at the GS-3. The grade may have been in any occupation, but must have been held in the Federal service. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade. You may qualify based on your experience and/or education as described below:
1 year General experience or 2 Years above High School. You will be rated on the following Competencies for this position:
CommunicationsCustomer ServiceOral CommunicationTechnical Competence 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; religions; 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. 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. Physical Requirements:
Physical Requirements:
The physical demands are those typically associated with any office clerk position. Lifting is limited to patient-related files or other types of office files. 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/.
Estimated Salary: $20 to $28 per hour based on qualifications.
Position is responsible for the operation of the Medical Center switchboard. Must use courtesy, tact, diplomacy, good hearing, manual dexterity, good speech, and voice modulation in dealing with customers, staff, veterans, etc. Assists with placing and receiving long distance calls. Receives and places regular or special long distance calls (over tie lines, commercial circuits or other systems or networks such as Wide Area Telephone Service, Federal Telecommunications Systems, etc.). Handles calls of varying priority, requiring preempting of circuits and selective handling, particularly under accelerated or emergency conditions. Regularly handles a variety of difficult calls requiring extensive personal involvement. Examples of such calls include:
1. next of kin calls; 2. emergencies such as cardiac arrest, sprinkler, refrigeration, oxygen or other alarms; 3. calls requiring tactful handling of confused, abusive, threatening individuals; 4. calls from relatives or patients demanding to speak to medical center staff about the condition or treatment of the patient; 5. calls from mentally incompetent, alcohol or drug-addicted persons requiring special attention from the operator; 6. calls at such a rapid pace that the tempo of pressure creates unusual demands for the operator. Maintains an accurate listing of all in-patients and staff as well as key employees and other records incidental to the telephone, information, and receptionist services that are used regularly. Maintains on-call rosters for medical services for non-administrative hours. Responsible for identifying patients who have opted out of the medical center patient directory. Performs other duties as assigned Work Schedule:
Various shifts Monday-Sunday 7 AM-11 P Compressed/Flexible:
Telework:
Not available Virtual:
This is not a virtual position. Position Description/PD#:
Telephone Operator/PD04103A Relocation/Recruitment Incentives:
Not Authorized Financial Disclosure Report:
Not required To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 11/02/2020. 1 year General experience or 2 Years above High School. Time-In-Grade Requirement:
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 by the closing date of this announcement. For a GS-4 position you must have served 52 weeks at the GS-3. The grade may have been in any occupation, but must have been held in the Federal service. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade. You may qualify based on your experience and/or education as described below:
1 year General experience or 2 Years above High School. You will be rated on the following Competencies for this position:
CommunicationsCustomer ServiceOral CommunicationTechnical Competence 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; religions; 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. 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. Physical Requirements:
Physical Requirements:
The physical demands are those typically associated with any office clerk position. Lifting is limited to patient-related files or other types of office files. 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/.
- Department:
0382 Telephone Operating - Salary Range:
$31,208 to $40,569 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
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