Lead Telephone Operator

To qualify for this position, applicants must meet all requirements within 30 days of the closing date of this announcement, 11/18/2024. 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 announcement closing. For a GS-05 position you must have served 52 weeks at the GS-04. 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-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: overseeing technical work concerned with processing an transferring incoming calls; performing duties of emergency 911 operator; maintaining constant state of readiness for responding to medical, intrusion and panic alarms and VA police dispatch; distributing work assignments; coordinating work; providing ongoing training and guidance on implementation of VA directions. (EXPERIENCE MUST BE DETAILED IN RESUME IN ORDER TO RECEIVE FULL CREDIT) OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have successfully completed 4 years above high school in any field for which high school graduation or the equivalent is the normal prerequisite. This education was obtained in an accredited business, secretarial or technical school, junior college, college or university. (TRANSCRIPTS REQUIRED) OR, Combination: Applicants may also combine education and experience to qualify at this level. You must have an an equivalent combination of specialized experience and post high school education as described above that demonstrates my ability to perform the duties of this position. For the GS-05, only education in excess of 60 semester hours (2 years) is creditable; One full academic year of study (30 semester hours) beyond the second year is equivalent to 6 months of specialized experience. (TRANSCRIPTS REQUIRED). You will be rated on the following Competencies for this position: Customer Service Leadership Managing Human Resources Teaching Others Technical Competence 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/.
This position description is located in the Health Information Management Section, Information Support Service Line, VA Puget Sound Health Care System (VAPSHCS) at Seattle and/or American Lake, WA. The unit serves as a central support unit assisting with training and support issues as needed. The medical center serves over 45,000 veterans per year, comprising greater than 700,00 encounters. VAPSHCS is a full service medical center with more than 25 patient care specialties available.