The incumbent is assigned to the VA Police, Executive Office Service Line of the VA Puget Sound Health Care System (VAPSHCS). Occupation 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.
To qualify for this position, applicants must meet all requirements within 30 days of the closing date of this announcement, 12/01/2025. 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 within 30 days of 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: customer service, knowledge of telephone regulations and procedures, and other progressively responsible clerical, office, or other work that indicates ability to acquire the knowledge and skills needed to perform the duties of the telephone operator position. OR, Education: Applicants may substitute education for the required experience. To qualify based on education grade level you must have 2 years above high school (Transcripts Required). 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. You will be rated on the following Competencies for this position: Communications Customer Service 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 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. 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/.
Duties include but are not limited to: Responds to incoming calls, electronic mail, and instant messages from Veterans, staff, and other callers. Communicates with the VA Police using the high frequency Police radios. Communicates calmly and respectfully with angry callers to deescalate the situation and refocus the caller on a solution. Physically operates features of Multi-line NEC telecommunications switchboard console processing and transferring incoming calls. Operates the digital and voice code pager systems including overhead voice paging systems/Fire Safety Public Address Systems. Accesses the VA system and resources to quickly connect callers to the correct resources and phone numbers to bring effective resolution to the callers' inquiries. As the first point of contact for VA Puget Sound, communicates effectively using diplomacy and discretion with callers on the telephone. Actively listens to customers with respect while paying attention to details in order to provide assistance, guidance, and information to resolve issues. Patiently gathers, interprets, and analyzes information to provide optional solutions to customers requests. Serves as a resource for Veterans and staff to transfer callers to staff using the approved directories. Work Schedule: 12:00am-8:00am Saturday - Thursday (will be discussed in interview) 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