Supervisory Telephone Operator

Veterans Health Administration • Columbia, MO

25d • Onsite

About The Position

This position is under the Health Administration Service at the Truman VA Medical Center in Columbia, MO. The purpose of this position is to supervise the telecommunications unit and provide comprehensive telephone and telecommunications support to the Harry S. Truman Memorial Veterans Hospital (HSTMVH) and all associated sites. This role ensures the efficient operation of the telecommunications unit, manages staff, and oversees the processing of all incoming and outgoing calls, emergency notifications, and the facility's communications Reproduction Program. The position also involves developing policies, training personnel, maintaining equipment, monitoring call traffic, and making emergency broadcast announcements.

Requirements

• Must be a U.S. Citizen to apply for this job
• Must complete all required steps in the process, including application, assessment, and questionnaire
• Selective Service Registration is required for males born after 12/31/1959
• Subject to background/security investigation
• Selected applicants will be required to complete an online onboarding process
• Acceptable form(s) of identification will be required to complete pre-employment requirements
• Driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment effective May 7, 2025
• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP)
• Must serve a 1-year probationary period or 2-year trial period
• 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-7 position you must have served 52 weeks at the GS-6.
• One year of specialized experience equivalent to at least the next lower grade GS-6 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: supervisory functions necessary for the operation of the mall and telephone services, knowledge of state-of-the-art voice and data communications and mail delivery systems, publication and revision of the facility's telephone directory, Emergency Information, Vocera and Mail Routing Symbols, hiring and termination process of employees, leave administration, disciplinary actions, performance awards, budgeting requested, certifying invoices for payment, prepares reports, and audits.

Nice To Haves

• Applicants wishing to receive credit for volunteer 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.

Responsibilities

• Oversees the daily operation of the unit, ensures that agency policies and priorities are being followed, develops performance standards, and evaluates work performance of subordinates
• Provides advice, counsel, and instruction to employees on both technical and administrative matters
• Completes administrative supervisory duties including performance appraisals and ratings, writing position descriptions, and other HR actions
• Resolves minor complaints from employees. Refers group grievances and more serious unresolved complaints to a higher-level supervisor or manager
• Ensures a welcoming and positive first impression of the HSTMVH by overseeing the processing of incoming, outgoing, networked, and interoffice calls regarding hospital services and patient information; providing emergency notification information; and overseeing the facility's communications Reproduction Program
• Develops policies and operating procedures for all services being served by the telecommunications unit
• Assists in training medical center personnel in the proper use, operation, and care of telecommunication equipment
• Sets up, operates, and monitors computer systems and peripheral equipment such as printers, code alarms and other monitoring equipment
• Tests the telecommunications equipment for operation, monitoring, and controlling operations during processing, and takes prompt action in response to programmed instructions, machine failures or unscheduled halts
• Maintains Communications Section manuals, reference books, and software instructions associated with the programs and systems used in the medical center
• Tracks and monitors call traffic volume including incoming and outgoing calls, emergent calls to security, police, and fire department, and overhead broadcast announcements through communications management system and completes other telephone studies for quality assurance purposes
• Performs work in support of the facility Telecommunications system that includes Federal telephone systems, long range and short-range digital pagers, public address systems, and other emergency communications equipment
• Makes routine and emergency broadcast announcements during environmental disasters or emergent medical situations.
• Serves as telephone trouble desk liaison, reporting all emergency communication outages to the maintenance section

Benefits

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed