TELEPHONE OPERATOR

Summary

Operates a multiline telephone system to receive, answer, resolve and connect incoming and outgoing calls. Routes the calls to their proper destination and provides telephone and organizational information to callers.

Answers, resolves and places follow-up and recurring types of telephone calls such as local and routine long-distance calls.

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Overview

• Accepting applications
• Open & closing dates

09 / 24 / 2024 to 10 / 02 / 2024

Salary

$37,674 - $48,973 per year

Pay scale & grade

GS 4

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Location

1 vacancy in the following location :

• Miami, FL 1 vacancy
• Remote job
• Telework eligible
• Travel Required

Not required

• Relocation expenses reimbursed
• Appointment type

Permanent

Work schedule

Full-time

Service

Competitive

Promotion potential

None

• Job family (Series)
• 0382 Telephone Operating
• Supervisory status
• Security clearance

Other

• Drug test
• Position sensitivity and risk

Non-sensitive (NS) / Low Risk

• Trust determination process
• Suitability / Fitness
• Financial disclosure
• Bargaining unit status
• Announcement number

CBTC-12555570-24-BH

Control number

811020500

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This job is open to

Career transition (CTAP, ICTAP, RPL)

Federal employees who meet the definition of a surplus or displaced employee.

Internal to an agency

Current federal employees of this agency.

Clarification from the agency

The area of consideration is current, permanent employees of the Bruce W Carter Department of Veterans Affairs Medical Center and satellite offices and those employed by the Veteran Healthcare Administration .

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Duties

• Responsible for notifying the Cardiac Arrest Team upon notification of a cardiac arrest.
• Notifying the Patient Intervention Team when assistance is needed in confronting disruptive Patients.
• Maintaining a detailed written record of all reported telephone troubles; this record Is kept for one year.
• Receiving, screening, and completing all calls.
• Handling all collect, and conference calls, verifies authority on calls receives and maintains record of charges.
• The incumbent is required to maintain a record on VA Form 30-3131 of all commercial long-distance calls made.

Work Schedule : 6AM - 11PM - Rotating shifts to include weekends and holidays

Position Description / PD# : Telephone Operator / PD02561A

Relocation / Recruitment Incentives : Not Authorized

Permanent Change of Station (PCS) : Not Authorized

Financial Disclosure Report : Not required

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Requirements

Conditions of Employment

• You must be a U.S. Citizen to apply for this job
• Selective Service Registration is required for males born after 12 / 31 / 1959
• You may be required to serve a probationary period
• Subject to background / security investigation
• Selected applicants will be required to complete an online onboarding process
• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP)
• Participation in the Coronavirus Disease 2019 (COVID-19) vaccination program is a requirement for all Veterans Health Administration Health Care Personnel (HCP) - See Additional Information below for details.

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 10 / 02 / 2024.

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-04 position you must have served 52 weeks at the GS-03. 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.

Note : Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment.

You may qualify based on your experience and / or education as described below :

General Experience : You must have one year of general experience equivalent to at least the next lower grade GS-03 in the normal line of progression for the occupation in the organization.

Examples of general experience would typically include, but are not limited to :

• Receive and distribute incoming calls
• Communicate and provide customer service
• Respond to emergency alarms and making emergency announcements using the overhead paging system
• Coordinate the distribution of messages at the medical center in a timely accurate manner.
• Perform a variety of administrative duties including switchboard and emergency elevator access and patients bed-side telephone
• Education : Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have2 years above high school.
• Combination : Applicants may also combine education and experience to qualify at this level. You must have an combination of specialized experience and education beyond high school.

You will be rated on the following Competencies for this position :

• Clerical
• Customer Service (Clerical / Technical)
• Manages and Organizes Information
• Telecommunications

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 : The work is usually sedentary but may involve some standing and walking to consult directories and manuals.

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 / .

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

This occupation is being considered for a Veterans Health Administration enterprise-wide Critical Skills Incentive (CSI).

Candidates may be eligible for a lump sum CSI. The amount of lump sum CSI is determined based on appointment date and may be pro-rated as determined by the end date of the CSI.

Eligible candidates will be required to sign a service agreement agreeing to an obligated service period and failure to complete the obligated service period may result in a debt for the unearned portion of the CSI.

This occupation is currently approved for a Veterans Health Administration enterprise-wide Critical Skills Incentive through insert date .

Candidates may be eligible for a lump sum CSI for a pro-rated amount if onboard prior to the CSI expiration date. Eligible candidates will be required to sign a service agreement agreeing to an obligated service period and failure to complete the obligated service period may result in a debt for the unearned portion of the CSI.

Receiving Service Credit or 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.

Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience.

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.

Pursuant to VHA Directive 1193.01, VHA health care personnel (HCP) are required to be fully vaccinated against COVID-19 subject to such accommodations as required by law (i.

e., medical, religious or pregnancy). VHA HCPs do not include remote workers who only infrequently enter VHA locations. If selected, you will be required to be fully vaccinated against COVID-19 and submit documentation of proof of vaccination before your start date.

The agency will provide additional information regarding what information or documentation will be needed and how you can request a legally required accommodation from this requirement using the reasonable accommodation process.

If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement.

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.

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Benefits

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A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding.

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Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent.

Contact the hiring agency for more information on the specific benefits offered.

How You Will Be Evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE.

Narrative responses are not required at this time. If you are referred for consideration, you may be asked to submit additional job related information, which may include, but not limited to;

responses to the knowledge, skills and abilities; completion of a work sample, and / or contact for an interview. Your resume and / or supporting documentation will be verified.

Please follow all instructions carefully. Errors or omissions may affect your rating or consideration for employment.

The Department of Veterans Affairs performs pre-employment reference checks as an assessment method used in the hiring process to verify information provided by a candidate (e.

g., on resume or during interview or hiring process); gain additional knowledge regarding a candidate's abilities; and assist a hiring manager with making a final selection for a position.

For more information on the Who may apply eligibility requirements, please refer to the OHRM Status Candidates and Other Candidate Definitions document.

Placement Policy : The posting of this announcement does not obligate management to fill a vacancy or vacancies by promotion.

The position may be filled by reassignment, change to lower grade, transfer, appointment, or reinstatement. Management may use any one or any combination of these methods to fill the position.

It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.