Telephone Operator

This position serves as a Telephone Operator (hospital switchboard operator), within the Medical Administration Service (MAS) of the North Florida/South Georgia Veterans Health System (NF/SGVHS). The incumbent works under the general supervision of the MAS Supervisory Telephone Operator and is expected to perform the duties of a telephone operator with minimal technical supervision.

Qualifications:

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 01/24/2024.

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

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

• Responsible for receiving and distributing all incoming calls.
• Using a computer to retrieve information as needed to direct calls in a timely and accurate manner.
• Retrieve information by use of computer and knowledge of various programs and provide organizational information to in-house callers.
• Provide quality customer service, by telephone. This includes providing consistent, clear information.
• Assist with updating important reference materials.

OR,
Substitution of Education for Experience (TRANSCRIPTS REQUIRED): Do you possess 2 years of education above high school?

OR,
Combination of Education and Experience (TRANSCRIPTS REQUIRED): Do you possess equivalent combinations of successfully completed post high school education and general experience directly related to the work of the Telephone Operator position, which may be substituted to meet the experience requirements for this position?

Note: Evidence of general experience must be supported by detailed documentation of duties performed in positions held on your resume. You must provide work experience information such as hours per week, salary, and starting/ending dates of employment (month and year format) to establish you have one (1) full year of General Experience directly related to the occupation.

You will be rated on the following Competencies as part of the assessment questionnaire for this position:

• Customer Service
• Listening
• Oral Communication
• 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 primarily sedentary in nature in an office environment however, it requires a high degree of concentration and the ability to work under pressure and stress within specified time frames. The mental stress is much more demanding than the physical stress because of the quick decisions that must be made when a panic alarm or fire alarm has been activated or there is a need for the Telephone Operator to notify the Code Team, due to a medical emergency. Most duties can be accomplished from a seated position. Incumbents must have a keen sense of hearing, in responding to the numerous amounts of calls that are received. Additionally , there are times when the station experiences a high volume of telephone calls and callers ,au be irate because of the long waits to receive telephone assistance. Telephone Operators may have to work additional tours, when coverage is needed, to ensure minimum, interruption of the switchboard.

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/.