Created at: July 15, 2025 00:17
Company: Veterans Health Administration
Location: Madison, WI, 53701
Job Description:
The primary purpose of the position is to provide comprehensive telephone and telecommunications suppo1t to all VISN 12 facilities and customers, and is part of the VISN 12 Centralized Attendant Center located at the William S. Middleton Memorial Hospital, Madison, WI.
To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 07/21/2025. Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS- 4 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 activating, monitoring and controlling computer systems comprised of a number of different devices. Working with complex computerized telecommunications/phone systems. Providing high level of customer service and communication to internal and external customers. Experience in a position that required providing information, guidance and resources. Maintaining confidentiality of all personnel and patient information. Working with computers that process data in stored programs. You will be rated on the following Competencies for this position: Communications Computer Skills Interpersonal Skills Problem Solving Telecommunications 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: The work is sedentary. The employee sits comfortably to do the work. There is some moving around to adjust equipment, carrying of light items such as papers and books. No special physical demands are required to perform the work. 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/.
Perform work in the VISN 12 Centralized Attendant Center, which encompasses a variety of different duties and responsibilities relating to provision of telephone und related telecommunications services to all facilities In the Network. Perform telecommunications support assignments, which involves a significant amount of customer service in recognizing and routing patient and other inquiries to the correct VISN 12 location and program. Operate a critical part of the VISN 12 Telephone Liaison Program. Assist officials responsible for the functioning of the program and identifies problem areas which become identified through the Centralized Attendant Center. Operate VISN 12 Centralized Attendant telephone system to receive and connect incoming and outgoing calls utilizing complex computerized equipment and telecommunications software. Interviews incoming callers and routes !he calls to their proper destination. Provides telephone and organizational information to callers. Initiate a trace with local telephone and police authorities on threatening or emergency related calls. Answers/places recurring types of telephone coils such as internal network and routine long-distance calls. Maintains a record of toll and long-distance calls, showing the time the call was placed, the staff person requesting the call, and the number that was requested. Receives telephone trouble calls, maintains a trouble log, and notifies the supervisor or telephone technician of troubles, Answers/places non-routine telephone related activities such as international calls and faxes and records the date/time, facility, name of the person, number requested, and other information. Operate the internal and external paging system to facilitate paging requests. Operate computerized telecommunications systems, and/or perform support and service functions requiring knowledge of telecommunications processing sequences, procedures, user and/or program functions, computer requirements, and/or techniques associated with the maintenance of the system. Provide support directly to system users within the organization and provides training, as well as troubleshooting telephone and computer related problems. Performs work related to maintaining, listing, and monitoring computer generated telephone flies. Work Schedule: 8:00am - 4:30pm, rotating weekends and holidays. Telework: Not Available Virtual: This is not a virtual position. Position Description/PD#: Telecom Equipment Opr/PD11166A Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required The William S. Middleton Memorial Veterans Hospital is committed to fostering and sustaining an environment which celebrates diversity, provides equitable opportunities for employment and promotion, and supports inclusiveness in our culture. Together, we strive to create and maintain working and learning environments that promote professional growth and teamwork, and are inclusive, equitable and welcoming. We embrace our differences as individuals and unite as a team toward a common goal: to serve our nation's Veterans.