QUALIFICATIONS

Minimum Requirement: The following are minimum requirements for appointment as a Supervisory Telephone Operator in the Veterans Health Administration (VHA), which all applicants must met.

• Specialized Experience (GS-07): You must have one (1) year of specialized experience that equipped you with the particular knowledge, skills, and abilities (KSA’s) to perform successfully the duties of the position, and that is typically in or related to the position to be filled. To be creditable, specialized experience must have been equivalent to at least the next lower grade level (i.e., GS-06). Qualifying examples of specialized experience would typically include but are not limited to: operating a telephone switchboard or other equipment to connect incoming and outgoing calls; placing local and long distance calls; screening calls and routing to proper destinations; operating in-house paging systems; and making routine and emergency broadcast announcements. (CLEAR DETAILS OF EXPERIENCE REQUIRED: Your resume must show complete information for each job entry, such as beginning and ending dates of employment, duties performed, and/or total hours worked per week.)

You will be rated on the following Competencies as part of the assessment questionnaire for this position:

• Accountability
• Decision Making
• Education and Training
• Organizational Awareness
• Performance Measurement

IMPORTANT: A full year of work is considered to be 35-40 hours of work per week. All experience listed on your resume must include the month and year start/end dates. 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.
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; religious; 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.
Physical Requirements: Employee is continually required to move about the work area in order to make contacts and perform the duties of the position. The work is sedentary in nature in an office environment; most duties can be accomplished from a sitting position. Some Safety precautions will be always followed.
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

There is no educational substitution at this grade level.

HOW YOU WILL BE EVALUATED

You will be evaluated for this job based on how well you meet the qualifications above.
IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. If your resume does not support your questionnaire answers, we will not allow credit for your response(s).
Your responses to the assessment questionnaire will be reviewed along with the information provided in your resume and supporting documentation to determine if you are qualified for the position. If, after reviewing your resume and/or supporting documentation, a determination is made that you have inflated your qualifications and or experience, your rating may be lowered and/or you may lose consideration for this position. Please follow all instructions carefully. Errors or omissions may affect your eligibility.
The Department of Veterans Affairs performs pre-employment reference checks as an assessment method used in the hiring process to verify information provided by a candidate (e.g., on resume or during interview or hiring process); gain additional knowledge regarding a candidate’s abilities; and assist a hiring manager with making a final selection for a position.

Candidates who apply under All U.S. Citizens announcements will be rated and ranked using Category Rating procedures. Qualified candidates will be assigned to a quality category. The categories are defined as follows:

• Best qualified - applicants possessing experience that substantially exceeds the minimum qualifications of the position including all selective factors, and who are highly proficient in all requirements of the job and can perform effectively in the position;
• Highly qualified - applicants possessing experience that exceeds the minimum qualifications of the position including all selective factors, and who are proficient in most of the requirements of the job;
• Well qualified - applicants possessing experience that meets the minimum qualifications of the position including all selective factors, and who are proficient in some, but not all, of the requirements of the job; and
• Qualified - applicants possessing experience and/or education that meets the minimum qualifications of the position including all selective factors.

Application of Veterans’ Preference: Category rating and selection procedures place those with veteran’s preference above non-preference eligibles within each category. Preference eligible applicants that meet the eligibility and qualification requirements and who have a compensable service-connected disability of at least 10 percent are listed in the highest quality category (except when the position being filled is scientific or professional at the GS-09 grade level or higher).
It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.
Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.

IF YOU ARE RELYING ON YOUR EDUCATION TO MEET QUALIFICATION REQUIREMENTS:

Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.

Major duties and responsibilities include but not limited to:

• Supervising a 24/7 communications unit, including staffing, scheduling, and performance management for telephone operators and clerks
• Recruiting, selecting, and onboarding new employees while providing ongoing training on systems, protocols, and emergency procedures
• Overseeing communication systems including ACD, Vocera, Qgenda, IVR, VISTA, CPRS, and intercom devices for proper operations and emergency readiness
• Managing the daily operations and documentation of emergency code logs, incident reports, and employee activity within the unit
• Training healthcare leaders and supervisors on ACD reporting tools and ensuring accurate input and tracking of IT tickets for system modifications
• Coordinating with IT specialists (including Cisco West) to resolve system issues and manage ACD account builds through LEAF and other tools
• Preparing reports, audits, surveys, and statistical data related to communication services and budget performance
• Maintaining compliance with privacy and data security regulations, including handling sensitive electronic files and personnel records
• Advising leadership on policy, budget needs, operational planning, and system improvements related to communication services
• Monitoring and managing equipment inventories, initiating work orders, and ensuring functionality of all telecom-related hardware
• Ensuring continuity of emergency communications during disasters or critical incidents, both internally and community-wid

The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please ensure you have included all documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50’s (current/former Federal employees), documentation to support Veterans Preference or ICTAP/CTAP documentation (for displaced Federal employees).

• Cover Letter
• DD-214/ Statement of Service
• Disability Letter (VA)
• Other (1)
• Other (2)
• Resume
• Separation Notice (RIF)
• SF-15
• SF-50/ Notification of Personnel Action
• Transcrip