Telephone Operator

Veterans Health Administration • Baltimore, MD

3d • Onsite

About The Position

This position is in the Telecommunications Unit of the VA Maryland Health Care System’s Medical Administration Service, under the direction of the Chief of Ambulatory Care and Processing. The operator provides general telephone and visitor referral services, handles routine information requests, and directs callers to appropriate areas. The position operates computerized telephone equipment and telecommunications software, supports bridge-line conference calls, maintains telecommunications reference materials and telephone files, and provides customers with information about extensions, organizational functions, and staff.

The work is performed on rotating shifts, including weekends and holidays. This is not a virtual position. The work environment is a typical office, meeting or training room, or library, with adequate lighting, heating, and ventilation. The work is sedentary, with occasional standing or walking to adjust equipment or consult directories and manuals; no special physical demands are required. Relocation and recruitment incentives and permanent change of station are not authorized. A Critical Skills Incentive is not approved.

Requirements

• U.S. citizenship is required.
• Complete the application, questionnaire, and required online assessment.
• Selective Service registration is required for males born after December 31, 1959.
• Undergo a background/security investigation and complete online onboarding.
• Meet the GS-4 time-in-grade requirement, if applicable: 52 weeks at GS-3 in Federal service.
• Qualify through one year of general experience equivalent to GS-3; or two years of education above high-school level; or a combination of qualifying experience and education.
• Submit transcripts if using education to qualify.
• Participate in the VA seasonal influenza vaccination program, or obtain an approved medical or religious exemption; face masks are required when an exemption is granted.
• Serve a one-year probationary period or two-year trial period, as applicable.

Responsibilities

• Provide routine information and receive and direct callers to the appropriate area.
• Provide general telephone and visitor referral services.
• Operate computerized telephone systems and telecommunications software to handle incoming and outgoing calls.
• Set up, monitor, and send confirmations for bridge-line conference calls.
• Modify and maintain operation manuals, reference books, and instructions associated with Telecommunications Unit programs and systems.
• Maintain, list, and monitor telephone files.
• Provide customers with information about telephone extensions, organizational functions, and staff.

Benefits

• Federal employee benefits package; specific benefits depend on position type and should be confirmed with the hiring agency.
• Potential credit for job-related non-federal experience or active-duty uniformed military service when determining annual leave accrual, subject to prior request and approval.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED