Telephone Operator

Veterans Health Administration•Las Vegas, NV

1d•Onsite

About The Position

This position is located in the Business Administration Service (BAS) of the Las Vegas VA Medical Center in North Las Vegas, Nevada. It is not virtual; the employee must live within or be willing to relocate within commuting distance of the duty location. The operator handles calls and related communications for the medical center, including emergency-call precedence, paging, directory assistance, incident logging, and difficult calls. The work schedule is Tuesday through Friday, 8:00 a.m. to 4:30 p.m., and Saturday, 7:00 a.m. to 3:30 p.m.; Sunday and Monday are off. Recruitment and relocation incentives are not authorized.

Requirements

U.S. citizenship.
Selective Service registration is required for males born after December 31, 1959.
Subject to a background/security investigation.
Complete the required online onboarding process and provide acceptable identification for pre-employment requirements.
Participation in the seasonal influenza vaccination program is required for Department of Veterans Affairs Health Care Personnel.
Serve a one-year probationary period, subject to written certification that continued employment advances the public interest.
GS-04 qualification through one year of progressively responsible clerical, office, or other experience demonstrating ability to acquire the knowledge and skills needed for the position; or an associate's degree or two years of successfully completed post-high-school education in an eligible field; or a qualifying combination of experience and graduate education.
Experience must be detailed in the resume, including month and year start/end dates and, for part-time work, hours worked per week and duties and responsibilities.
Submit transcripts when using education to qualify; qualifying education must be from an accredited institution recognized by the U.S. Department of Education.
Competencies assessed include attention to detail, decision making, listening, and managing and organizing information.

Responsibilities

Operate the agency telephone system.
Answer phone calls and determine precedence for emergency calls.
Follow policies and procedures to route incoming calls to the proper destination or provide information to callers.
Operate and monitor systems, including public access paging.
Use paging software to page code teams, such as the Rapid Response Team, and other staff as appropriate.
Provide directory assistance to medical center staff.
Work as the sole switchboard operator as needed.
Train new and relief switchboard operators.
Receive calls from police and provide information when police intervention is required.
Log incidents using an electronic online computer system.
Handle difficult calls requiring personal involvement, including threatening, abusive, or disgruntled callers.
Interview callers to determine the proper routing of calls.
Perform related duties as required.