Supervisory Telephone Operator

Veterans Health Administration • Detroit, MI

23d • Onsite

About The Position

The Supervisory Telephone Operator supports telephone operations at the Detroit VA Medical Center, helping provide positive experiences and first impressions, promote patient care, and safeguard the medical center’s image. The position supervises all telephone operators and oversees telephone operator functions, including the work of one Lead Telephone Operator (GS-0382-05) and nine Telephone Operators (GS-0382-04). It works with telephone operators, medical staff, and administrative support on procedures, policies, directives, after-hours patient care, and general telephone services. The role also manages telephone operator administrative functions and participates in management discussions, decisions, and policy making concerning telephone operations.

The position performs telecommunications analysis and coordination, including evaluating and recommending improvements to work methods, procedures, organization, staffing, work distribution, management controls, and telephone-system information and documentation. It coordinates operational reporting, directory and on-call information, procedure announcements, communication updates, and emergency communications and exercises with medical center management, other departments, OIT, clinical and administrative staff, and emergency personnel. The position also supports recruitment and selection, implements policies and service standards, participates in campaigns and telecommunications projects, and provides or arranges employee training.

The work is generally performed in an office setting during normal business hours and is generally sedentary, with occasional standing and walking to consult directories and manuals. The schedule is Monday through Friday, 8:00 a.m. to 4:30 p.m., and may change based on agency needs. This is not a virtual position.

Requirements

• One year of specialized experience equivalent to at least GS-07 in the normal line of progression, including experience analyzing, evaluating, reporting on, and advising about telecommunications operations and improvements to work methods, procedures, staffing, work distribution, management controls, and telephone-system information or documentation.
• Current federal employees who have held a GS grade within the past 52 weeks must meet the GS-08 time-in-grade requirement of 52 weeks at GS-07 by the announcement closing date.
• U.S. citizenship is required.
• Selective Service registration is required for males born after December 31, 1959.
• Successful completion of a background/security investigation and online onboarding requirements.
• Participation in the seasonal influenza vaccination program is required for VA Health Care Personnel.
• Ability to meet the position’s physical requirements, with accommodation or workplace adjustment where applicable.
• Serve a one-year probationary period or two-year trial period, as applicable.
• Applicants must meet all requirements by the announcement closing date of 10/20/2026.

Responsibilities

• Supervise telephone operators and oversee telephone operator functions, including the work of one Lead Telephone Operator and nine Telephone Operators.
• Manage telephone operator administrative functions and ensure deadlines, proper procedures, correction of errors or problems, and adherence to quality standards.
• Work with telephone operators, medical staff, and administrative support regarding procedures, policies, directives, after-hours patient care, and general telephone services.
• Participate in management discussions, decisions, and policy making regarding medical center telephone operations.
• Analyze, evaluate, report on, and advise about improvements to telephone-system work methods, procedures, organization, staffing, work distribution, management controls, and information and documentation.
• Coordinate telecommunications activities with medical center management, supervisory personnel, and other work units or departments.
• Generate telephone operational reports; update on-call and valid contact information; announce real-time procedure changes; coordinate communication bulletins and updates, emergency communications, drills, and exercises.
• Receive directory updates and on-call input from administrative and clinical staff, OIT, and emergency personnel, and prepare recommendations and communication proposals for the Assistant Director, clinic staff, and senior management.
• Participate in recruitment, interviews, and selection of telephone operation employees.
• Implement medical center or departmental policies, procedures, and service standards in conjunction with OIT and medical center management.
• Participate in hospital campaigns, managerial studies, and telecommunications project management.
• Train or instruct employees in job duties and policies, or arrange for training.
• Perform other duties as assigned.

Benefits

• Federal employee benefits package is available to the employee and family, subject to eligibility.
• Selected applicants may qualify for credit toward annual leave accrual based on prior work or military service, subject to prior request and approval.

What This Job Offers

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