Telephone Operator

Summary

The incumbent is assigned to the VA Police, Executive Office Service Line of the VA Puget Sound Health Care System (VAPSHCS). This position involves administrative work such as receiving different requests for information from staff, patients, Veterans, and family members of Veterans, and being able to determine where calls are directed to within the VA Puget Sound, and facilities outside the VA facility.

Duties

Duties may include, but are not limited to: Serves as patient information resource for staff and Veterans, provides necessary look up of Medical Center staff phone numbers and pager numbers. Operates the voice and digital paging system, long distance pagers, and hospital wide overhead voice paging system. This includes calling the emergency code pagers in the event of an emergency and also for testing the voice paging system twice on a daily basis. Provides new pagers and exchanges old pagers, as needed for medical center staff. Communicates on a daily basis with the VA Police, Facilities Management using the high frequency radio to notify them of all emergency situations. Responsible for the communication of information and dispatches of the VA Police when they are out of the office by answering calls that "roll-over" to the operator when the police are out of the office. Incumbent receives external and internal calls to the medical center on the NEC console. Functions as the emergency 911 Operator for the Medical Center. Determines the need and the urgency of each call. This includes determining if the call requires emergent or urgent clinical advice (this includes chest pain, shortness of breath, blackouts, blood loss, suicidal or homicidal threat, etc). Works on a daily basis with the Medical Center computer network by accessing VI STA, VAcinity, Outlook, Word, Excel and related computer applications for data entry of on-call schedules, quick reference guides, organizational and reference lists and retrieval of information. Primarily responsible for the completion of a database of on-call physicians that is utilized by the both the American Lake and the Seattle divisions. Work Schedule: Midnight-8:00am. Rotating schedules to include 1 weekend night. Virtual: This is not a virtual position. Position Description/PD#: Telephone Operator/PD40555A Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): Not Authorized Requirements

You must be a U.S. Citizen to apply for this job To be considered for this position, you must complete all required steps in the process. In addition to the application and questionnaire, this position requires an online assessment. The online assessment measures critical general competencies required to perform the job. Selective Service Registration is required for males born after 12/31/1959 Physical Requirements: The work required does not inherently include any physical requirements essential for successful job performance that could not otherwise be performed with accommodation or workplace adjustment. A pre-placement physical examination is not required. 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 (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, 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. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP) 5 CFR § 330.502 - General restriction on movement after competitive appointment applies. As a condition of employment for accepting this position, you will be required to serve a 1-year probationary period or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider: your performance and conduct; the needs and interests of the agency; whether your continued employment would advance organizational goals of the agency or the Government; and whether your continued employment would advance the efficiency of the Federal service. Upon completion of your probationary period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest. Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 08/31/2026. Time-In-Grade Requirement: 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-04 position you must have served 52 weeks at the GS-03. The grade may have been in any occupation, but must have been held in the Federal service. An SF-50 that shows 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. Note: Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment. You may qualify based on your experience and/or education as described below: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-03 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Experience with voice and digital paging systems Experience with telecommunications switchboard console processing and/or transferring incoming calls Experience in customer service Experience in de-escalation Experience with clerical duties including but not limited to: typing documents on the computer, record keeping, quick reference guides, on-call schedule, cascade call-back list, time keeping duties, and ordering supplies. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have successfully completed 2 years above high school in any field for which high school graduation or the equivalent is the normal prerequisite. NOTE: Transcripts (unofficial or official) must be submitted with your application materials. Education cannot be credited without documentation. OR, Combination: Applicants may also combine education and experience to qualify at this level. You must have an combination of specialized experience and education beyond high school. NOTE: Transcripts must be submitted with application. Education cannot be credited without documentation. Preferred Experience: One year of customer service 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: The work is primarily sedentary with reaching, dialing numbers on the console, keyboarding, carrying of light supplies required. Because calls received are emergent and so varied, the position can be emotionally taxing. Work Environment: Work is performed in an office setting. Work involves everyday risks or discomforts that require normal safety precautions that are typical of a Medical Center. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.

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: http://ope.ed.gov/accreditation/. 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: https://sites.ed.gov/international/recognition-of-foreign-qualifications/. How You Will Be Evaluated

Your qualifications will be evaluated based on your application materials (e.g., resume, supporting documents), your responses on the application questionnaire, and your responses to all assessments required for this position. You will be assessed on the following Competencies for this position: Attention to Detail Customer Service Flexibility Integrity/Honesty Interpersonal Skills Reading Comprehension Self-Management Stress Tolerance Teamwork Your experience must be fully documented on your resume and must include job title, duties, month and year start/end dates AND hours worked per week. 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. IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Overstating your qualifications and/or experience in your application materials or application questionnaire may result in your removal from consideration. Cheating on the online assessment may also result in your removal from consideration. Resume Reminder- Your resume must include the following information for each job listed: Job title Duties (be as detailed as possible) Month & year start/end dates (e.g. June 2007 to April 2008) Full-time or part-time status (include hours worked per week) Series and Grade, if applicable, for all Federal positions you have held Please be aware that your answers will be verified against information provided on your resume. Be sure that your resume clearly supports your responses to all the questions by addressing your work experience in detail. Recommended: Other than the 2-page resume requirement, we do not require a specific resume format, your resume must be clear so that we are able to fully evaluate your qualifications. To ensure you receive appropriate consideration, please list the duties you performed under each individual job title. If we are unable to match your experiences with the positions held, you may lose consideration for this vacancy. We cannot make assumptions regarding your qualifications. 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. During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions. Other Information

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. Reasonable Accommodation (RA) Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application. Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments, based on your adjudication decision. You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments if you received the link after the close of the announcement. To determine if you need a RA, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments. Receiving Service Credit for 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. VA may offer newly-appointed Federal employee's credit for their job-related non-federal experience or active duty uniformed military service. 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. The Interagency Career Transition Assistance Plan (ICTAP) and Career Transition Assistance Plan (CTAP) provide eligible displaced VA competitive service employees with selection priority over other candidates for competitive service vacancies. To be qualified you must submit appropriate documentation (a copy of the agency notice, your most recent performance rating, and your most recent SF-50 noting current position, grade level, and duty location) and be found well-qualified for this vacancy. To be well-qualified: applicants must possess experience that exceeds the minimum qualifications of the position including all selective factors, and who are proficient in most of the required competencies of the job. Information about ICTAP and CTAP eligibility is on OPM's Career Transition Resources website at http://www.opm.gov/policy-data-oversight/workforce-restructuring/employee-guide-to-career-transition/.