Home > Career Center > Job Seekers > Job Search
Job Title: TELEPHONE OPERATOR
Company Name: Veterans Affairs, Veterans Health Administration
Location: Philadelphia, PA
Position Type: Full Time
Post Date: 09/12/2018
Expire Date: 11/11/2018
Job Categories: Administrative and Support Services, Agriculture, Forestry, & Fishing, Computers, Software, Customer Service and Call Center, Healthcare, Practitioner and Technician, Information Technology, Law Enforcement, and Security, Telecommunications, Medical, Nonprofit and Volunteer Services
Job Description
TELEPHONE OPERATOR
Work Schedule: Full-time: 8 am - 4:30 pm; 4 pm - 12:30 am; 12 am - 8:30 am; Rotational shiftwork within each tour of duty with different days off during week 1 and week 2 of a two week pay period; subject to work weekends and holidays; may be subject to work mandatory overtime.

Places and receives local calls; places and receives regular and special long distance calls over commercial circuits, tie lines, or other systems and various networks, consisting of a wide area commercial system, a civilian Federal system, and a Federal overseas exchange system; provides directory assistance to callers by retrieving organizational information from computerized directory databases, including Veterans Information System and Technology Architecture (VISTA) enterprise applications; keeps records of calls for computing charges; provides primary or alternate routing service for high precedence calls; handles calls of varying precedence and pre-empting circuits if necessary. Keeps statistics on system use to inform management of trends concerning capacity and utilization. Places patient related and/or medical center business for senior employees, physicians, bed-restricted patients and visiting dignitaries and other personnel at the facility. Prepares and records long distance and local information regarding the facility's communications management system and other special telephone studies as required. Monitors vital circuits and emergency type calls such as those to security, the police, the fire department, etc., to assure call completion and proper disposition. Monitors various alarm systems and takes appropriate action upon receiving an alarm notification. Operates various paging systems. Makes routine broadcast announcements. Responsible for the security of the Telecommunications Office after normal duty hours. Issues and receives staff pagers in the absence of the assigned supervisor. Serves as telephone trouble desk operator after normal duty hours. Retrieves and/or updates relevant information in computerized databases pertaining to customer assistance, record keeping, and call receiving, planning and monitoring.

Work Environment: Work is normally performed in a well-lighted, temperature-controlled room. Normal safety precautions are required.

Physical Demands: Work is usually sedentary but may involve some standing and walking to consult directories and manuals. Constant hand motion is involved including but not limited to pulling, grasping, typing.











To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 09/14/2018.

Time-In-Grade Requirement: Note: There is not a time-in-grade requirement for this position but applicant must meet the one year of general experience or substitution of education.

You may qualify based on your experience or education as described below:

Applicants must have one (1) year of progressively responsible clerical, office or other work that indicates ability to acquire the particular knowledge and skills needed to perform the duties of the Telephone Operator position.

Examples of general experience would typically include but is not limited to:
a) ability or knowledge of the capabilities to question callers, who often can provide only sketchy information, in order to direct/route calls to their proper destination.
b) providing organizational information to callers by telephone with multiple lines.
c) performing administrative support work by telephone.
d) knowledge of capabilities of the telephone system and skill in the procedures to connect a number of parties on one or both ends of conference calls, or arrange two-party of conference calls by appointment.
e) knowledge of alternative routing options and procedures to make efficient outgoing connections and to connect high priority or emergency calls.
f) working with computerized databases for call receiving, placing and monitoring.
(Experience must be well-documented on your resume.)

OR

SUBSTITUTION OF EDUCATION: 2 years of successfully completed education above high school level. Education must have been obtained in an accredited business, secretarial or technical school, junior college, college, or university. A transcript or official documentation must be submitted with your application if you are substituting education for experience.

You will be rated on the following Competencies for this position:
CUSTOMER SERVICE: Skill in dealing calmly and courteously with people who are extremely upset or irate along with questioning/interviewing callers who often can provide only sketchy information in order to direct/route them to the proper organizational component.
TECHNICAL COMPETENCE. Knowledge of the capabilities of the telephone system and skills in the procedures
necessary to connect a number of parties on ore or both ends of complicated conference calls and to arrange two-
party or conference calls by appointment.
INFORMATION TECHNOLOGY. Ability to operate a personal computer or computer-based telephone console to provide the services and perform the duties inherent in switchboard operations to provide directory assistance to callers by retrieving organizational information from computerized directory databases and operate associated equipment.
MANAGES AND ORGANIZES INFORMATION - Ability to keep records of calls, keep statistics of systems use,
prepare and record long distance and local information regarding the facility's communications management system
and other special telephone studies.

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 is usually sedentary but may involve some standing and walking to consult directories and manuals. Constant hand motion is involved including but not limited to pulling, grasping, typing.

None

To apply for this position, you must provide a complete Application Package which includes:

Resume -position title, full-time or part-time (add hours), description of related duties, place of employment, grade
Copy of transcript (if using education to qualify)
SF-50's (current/former Federal employees) - do not submit an award SF 50
Documentation to support Veterans Preference claims, or ICTAP/CTAP documentation (for displaced Federal employees) or Schedule A documentation

You will not be contacted for additional information. We will not be held responsible for incompatible software or fax transmissions.

Veterans' Preference: When applying for Federal Jobs, eligible Veterans should claim preference for 5pt (TP), 10pt (CP/CPS/XP), or for Sole Survivor Preference (SSP) in the questionnaire. You must provide a legible copy of your DD214(s) which shows dates and character of service (honorable, general, etc.). If you are currently serving on active duty and expect to be released or discharged within 120 days you must submit documentation related to your active duty service which reflects the dates of service, character of service (honorable, general, etc.), and dates of impending separation. Additionally, disabled veterans and others eligible for 10-point preference (such as widows or mothers of eligible Veterans) must also submit an SF-15 "Application for 10 Point Veteran Preference" with required proof as stated on the form. Documentation is required to award preference. For more information on Veterans' Preference, please visit http://www.fedshirevets.gov/job/vetpref/index.aspx.

Qualifications & Requirements

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 09/14/2018.

Time-In-Grade Requirement: Note: There is not a time-in-grade requirement for this position but applicant must meet the one year of general experience or substitution of education.

You may qualify based on your experience or education as described below:

Applicants must have one (1) year of progressively responsible clerical, office or other work that indicates ability to acquire the particular knowledge and skills needed to perform the duties of the Telephone Operator position.

Examples of general experience would typically include but is not limited to:
a) ability or knowledge of the capabilities to question callers, who often can provide only sketchy information, in order to direct/route calls to their proper destination.
b) providing organizational information to callers by telephone with multiple lines.
c) performing administrative support work by telephone.
d) knowledge of capabilities of the telephone system and skill in the procedures to connect a number of parties on one or both ends of conference calls, or arrange two-party of conference calls by appointment.
e) knowledge of alternative routing options and procedures to make efficient outgoing connections and to connect high priority or emergency calls.
f) working with computerized databases for call receiving, placing and monitoring.
(Experience must be well-documented on your resume.)

OR

SUBSTITUTION OF EDUCATION: 2 years of successfully completed education above high school level. Education must have been obtained in an accredited business, secretarial or technical school, junior college, college, or university. A transcript or official documentation must be submitted with your application if you are substituting education for experience.

You will be rated on the following Competencies for this position:
CUSTOMER SERVICE: Skill in dealing calmly and courteously with people who are extremely upset or irate along with questioning/interviewing callers who often can provide only sketchy information in order to direct/route them to the proper organizational component.
TECHNICAL COMPETENCE. Knowledge of the capabilities of the telephone system and skills in the procedures
necessary to connect a number of parties on ore or both ends of complicated conference calls and to arrange two-
party or conference calls by appointment.
INFORMATION TECHNOLOGY. Ability to operate a personal computer or computer-based telephone console to provide the services and perform the duties inherent in switchboard operations to provide directory assistance to callers by retrieving organizational information from computerized directory databases and operate associated equipment.
MANAGES AND ORGANIZES INFORMATION - Ability to keep records of calls, keep statistics of systems use,
prepare and record long distance and local information regarding the facility's communications management system
and other special telephone studies.

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 is usually sedentary but may involve some standing and walking to consult directories and manuals. Constant hand motion is involved including but not limited to pulling, grasping, typing.

Share |
Contact Information
Contact Name:
Company Name: Veterans Affairs, Veterans Health Administration
Phone Number:
Fax Number:
Contact Email:ROBYN.RICHARDSON-BEY@VA.GOV
Website:http://www.ecentralmetrics.com/url/?u=426911022499%2D254&r=http%3A%2F%2Fwww%2Evacareers%2Eva%2Egov%2Fjob%2Dsearch%2Fjob%2Ddetail%2Easp%3Fjob%3D349207
Company Description:

Please visit our employer showcase!
Apply Now | Forward Job to a Friend | More Jobs From This Employer
Sponsored Content Create an Ad
Follow Us!
Link To Us!
Do you have a website? Link to HBCU Connect!