Telephone Operator

Summary The Telephone Operator is located at the Minneapolis VA Health Care System (MVAHCS), within the Patient Experience Office.

The service provides 24/7 coverage for both telephones and security services.

The primary purpose of the position is to process incoming calls and other alarms.

Help Overview * Accepting applications * Open & closing dates 02/14/2025 to 05/14/2025 * Salary $39,301 - $51,096 per year * Pay scale & grade GS 4 * Help Location 2 vacancies in the following location: * Minneapolis, MN * Remote job No * Telework eligible Yes-as determined by the agency policy - Ad Hoc only.

* Travel Required Not required * Relocation expenses reimbursed No * Appointment type Permanent * Work schedule Full-time * Service Competitive * Promotion potential None * Job family (Series) * 0382 Telephone Operating * Supervisory status No * Security clearance Not Required * Drug test No * Position sensitivity and risk Non-sensitive (NS)/Low Risk * Trust determination process * Credentialing * Suitability/Fitness * Financial disclosure No * Bargaining unit status Yes - AFGE/1272 * Announcement number CBSY--ARM * Control number 831486400 Help This job is open to * Federal employees - Competitive service Current or former competitive service federal employees.

* Federal employees - Excepted service Current excepted service federal employees.

* Internal to an agency Current federal employees of this agency.

* Career transition (CTAP, ICTAP, RPL) Federal employees who meet the definition of a "surplus" or "displaced" employee.

* Veterans * Individuals with disabilities * Military spouses * Peace Corps & AmeriCorps Vista Clarification from the agency VEOA eligibles may apply for consideration who are (a) preference eligibles, or (b) Veterans whose most recent military separation was under honorable conditions after substantially completing at least 3 years of continuous active military service may compete under merit promotion procedures.

Current permanent Veterans Canteen Service employees may apply and will be considered in the same manner as a current VA employee.

Videos Help Duties This is an Open Continuous Announcement.

Cut-off for applications will occur every 2 weeks beginning Friday, February 28, 2025 and qualified applicants will be referred every two weeks until the 2 positions are filled.

This announcement may be extended if necessary.

Major duties include, but are not limited to: * Operating a digital multi-line telephone system.

* Handling incoming commercial and FTS calls, local and information calls, calls pertaining to patients, and calls requiring employee location.

* Full working knowledge of the Medical Center and its many services and sections.

* Placing long distance and overseas calls.

* Correctly route calls when very little information is forthcoming from caller.

* Remaining calm, courteous, and efficient when a caller becomes angry and abusive.

* Knowledge of what to do and who to call when there is a systems failure.

* Handling emergencies calmly.

* Making proper response to alarms, knowing which ones take priority over all other activities.

* Performs other duties as assigned.

Telework: VA supports the use of telework as a way to help attract and retain talented individuals in public service, increase worker productivity, and better prepare the agency to operate during emergencies.

This position may be authorized for Ad Hoc-only telework.

Telework eligibility will be discussed during the interview process.

Work Schedule: Various shifts available (day, midday, nights); the specific tour of duty will be discussed during the interview process.

Virtual: This is not a virtual position.

Position Description/PD#: Telephone Operator/PD60683A Relocation/Recruitment Incentives: May be authorized for eligible and highly qualified candidates Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required The VA Midwest Health Care Network advocates for a Whole Health System of care in each of the Medical Centers.

This is an approach to healthcare that empowers and equips people to take charge of their health and well-being and live their lives to the fullest.

As an employee operating in a Whole Health System of care, you will operate in a model with three core elements, seeking to create a personalized health plan for each Veteran.

This is done in the context of healing relationships and healing environments and a connection back to the Veteran's community.

This aligns with the Veterans Health Administration (VHA) Mission Statement to Honor America's Veterans by providing exceptional health care that improves their health and well-being.

Help Requirements Conditions of Employment * You must be a U.S.

Citizen to apply for this job * Selective Service Registration is required for males born after 12/31/1959 * You may be required to serve a probationary period * Subject to background/security investigation * Selected applicants will be required to complete an online onboarding process * Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP) * Participation in the Coronavirus Disease 2019 (COVID-19) vaccination program is a requirement for all Veterans Health Administration Health Care Personnel (HCP) - See "Additional Information" below for details.

Qualifications To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 05/14/2025.You may qualify based on your experience and/or education as described below: * General Experience: Applicants mustpossess at least one (1) year of general experience with duties related to the position.

General experience is progressively responsible clerical, office, or other work that indicates ability to acquire the particular knowledge and skills needed to perform the duties of the position such as but is not limited to: customer service, receptionist duties, receiving and directing a variety of inquiries, and providing immediate communications throughout the medical center.

OR * Education: Applicants may substitute education for the required experience.

To qualify based on education for this grade level you must have two (2) years of education above high school.

(TRANSCRIPTS REQUIRED). OR * Combination: Applicants may also combine education and experience to qualify at this level.

You must have an equivalent combination of experience and education to qualify for the Telephone Operator position.

Example: The position to be filled is a Payroll Clerk, GS-04.

An applicant has 8 months of qualifying experience and 20 semester hours of college.

The applicant meets 67 percent of the required experience and 33 percent of the required education.

The applicant meets 100 percent of the total requirements and is qualified for the position.

(TRANSCRIPTS REQUIRED). You will be rated on the following Competencies for this position: * Communications * Computer Skills * Problem Solving * Teamwork 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/Work Environment: The work is usually sedentary but may involve some standing and walking to consult directories and manuals.

The work is normally performed in a well-lighted, temperature-controlled room.

Normal safety precautions are required.

For more information on these qualification standards, please visit the United States Office of Personnel Management's website at Education A transcript must be submitted with your application if you are basing all or part of your qualifications on education.

Note: Only education or degrees recognized by the U.S.

Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment.

You can verify your education here: If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education.

For further information, visit: Additional information Receiving Service Credit or Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee.

Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience.

This credited service can be used in determining the rate at which they earn annual leave.

Such credit must be requested and approved prior to the appointment date and is not guaranteed.

This job opportunity announcement may be used to fill additional vacancies.

Pursuant to VHA Directive 1193.01, VHA health care personnel (HCP) are required to be fully vaccinated against COVID-19 subject to such accommodations as required by law (i.e., medical, religious or pregnancy). VHA HCPs do not include remote workers who only infrequently enter VHA locations.

If selected, you will be required to be fully vaccinated against COVID-19 and submit documentation of proof of vaccination before your start date.

The agency will provide additional information regarding what information or documentation will be needed and how you can request a legally required accommodation from this requirement using the reasonable accommodation process.

If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement.

Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer.

For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act.

Read more * Benefits Help 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.

Opens in a new windowLearn more about federal benefits.

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

Contact the hiring agency for more information on the specific benefits offered.

How You Will Be Evaluated You will be evaluated for this job based on how well you meet the qualifications above.

IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC.

WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE.

Narrative responses are not required at this time.

If you are referred for consideration, you may be asked to submit additional job related information, which may include, but not limited to; responses to the knowledge, skills and abilities; completion of a work sample, and/or contact for an interview.

Your resume and/or supporting documentation will be verified.

Please follow all instructions carefully.

Errors or omissions may affect your rating or consideration for employment.

The Department of Veterans Affairs performs pre-employment reference checks as an assessment method used in the hiring process to verify information provided by a candidate (e.g., on resume or during interview or hiring process); gain additional knowledge regarding a candidate's abilities; and assist a hiring manager with making a final selection for a position.

For more information on the "Who may apply" eligibility requirements, please refer to the OHRM Status Candidates and Other Candidate Definitions document.

Placement Policy: The posting of this announcement does not obligate management to fill a vacancy or vacancies by promotion.

The position may be filled by reassignment, change to lower grade, transfer, appointment, or reinstatement.

Management may use any one or any combination of these methods to fill the position.

It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.

Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.

* Benefits Help 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.

Opens in a new windowLearn more about federal benefits.

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

Contact the hiring agency for more information on the specific benefits offered.

* Required Documents As a new or existing federal employee, you and your family may have access to a range of benefits.

Your benefits depend on the type of position you have - whether you're a permanent, part-time, temporary or an intermittent employee.

You may be eligible for the following benefits, however, check with your agency to make sure you're eligible under their policies.

To apply for this position, you must provide a complete Application Package which includes: * Resume The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position.

Please use this checklist to make sure you have included other documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50's (current/former Federal employees), documentation to support Veterans Preference claims, or ICTAP/CTAP documentation (for displaced Federal employees). You will not be contacted for additional information.

* Cover Letter * DD-214/ Statement of Service * Disability Letter (Schedule A) * Disability Letter (VA) * PCS Orders * Performance Appraisal * Proof of Marriage Status * Resume * Separation Notice (RIF) * SF-15 * SF-50/ Notification of Personnel Action * Transcript SF-50, Notification of Personnel Action (if applicable for Time in Grade and/or Eligibility): * Most recent SF-50 if you are a current or former Federal employee * An SF-50 showing your time-in-grade eligibility must be submitted with your application materials.

If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement.

In this instance, you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade * Award 50's do not provide sufficient information and will not be accepted for the purpose of verifying time-in-grade.

* Examples of appropriate SF-50's include: * Within grade increases at the highest grade held; or * Promotions with an effective date more than one year old; or * SF-50's at the highest grade held with an effective date more than one year old.

Veterans' Preference: When applying for Federal