Summary This position is located at the Orlando VA Medical Center/Healthcare System (OVAHCS) serves in a critical frontline role to patient and community access, and manages telephone calls for the facility, to include external calls to facility, as well as internal service to service telephone transfers, and ensuring the customers are routed to their appropriate point of contact. Responsibilities Major duties include, but are not limited to: Operates a telephone system that handles a full range of telephone calls, including local and long distance. Operates the telephone system with a Veterans' Centered Customer Service Approach that connects all customers to their desired request. Must be able to del with high volume of phone calls and/or situations simultaneously. Remain calm and professional in stressful situations and have quick decision-making skills. Greet Customers presenting to the information desk. Provide accurate information regarding medical facility including directions to the facility. Monitors all Patient Assistance Alarm Boards and Medical Gas Alarm System. Report alarms to appropriate personnel for action. Makes emergency Announcement using the overhead paging system. Report all emergency situations to Police dispatch and supervisor. Work Schedule: Monday-Friday, 8:00am-4:30pm Telework: Not Eligible Virtual: This is not a virtual position. Position Description/PD#: Telephone Operator/PD07438A and PD07438-A Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized PCS Appraised Value Offer (AVO): Not Authorized 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, 02/18/2025. You may qualify based on your experience and/or education as described below: General Experience: You must have one year of General 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 general experience would typically include, but are not limited to: Receive and distribute incoming calls, communicate and provide customer service, responds to emergency alarms and making emergency announcements using the overhead paging system, connecting high priority, and emergency calls timely while coordinating the distribution of messages at the medical center in a timely, and accurate manner, and performs a variety of administrative duties including knowledge of Emergency Management protocols and procedures. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have 2 years above high school. OR, Combination: Applicants may also combine education and experience to qualify at this level. You must have an combination of generalized experience and and 2 years education beyond high school. You will be rated on the following Competencies for this position: Compliance Compliance Inspection First Response Operating Systems 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 usually sedentary, but may involve some standing and walking to consult directories and manuals. 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/. 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.