About this role
Job SummaryThis position is organizationally located within the Telephone Operation section of the Health Administration Service at the Marion, IL VA Health Care System. The primary purpose of this position is to provide comprehensive telephone and telecommunication support to the medical facility and all associated sites. The work involves routing the calls to their proper destinations and providing telephone and organizational information to callers.
QualificationsTo qualify for this position, applicants must meet all requirements by the closing date of this announcement, 09/24/2026. Time-In-Grade Requirement: There is no Time-In-Grade requirement at the GS-4 grade level. You may qualify based on your experience and/or education as described below: General Experience: Applicant must possess at least 52 weeks (1 year) of (General Experience) Progressively responsible clerical, office, or other work that indicates ability to acquire the particular knowledge and skills needed to perform the duties of the position to be filled. Experience must be clearly indicated in your resume. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have completed 2 years of education above high school. NOTE: Transcripts must be submitted with your application materials. Education cannot be credited without documentation.OR, Combination: Applicants may also combine education and experience to qualify at this level. You must have a combination of general experience and education beyond 2 years of high school. To calculate, first identify the percentage of required education you have earned. Then identify the percentage of required experience you possess. Add the two percentages. The total percentage must equal at least 100 percent to qualify at the GS-04. NOTE: Transcripts must be submitted with your application materials. Education cannot be credited without documentation. Experience must be clearly indicated in your resume. You will be rated on the following Competencies for this position: Attention to Detail Customer Service Flexibility Integrity/Honesty Interpersonal Skills Reading Comprehension Self-Management Stress Tolerance Teamwork 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: 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/.
Major DutiesDuties include, but are not limited to: Provides a welcoming and positive first impression of MVAHCS by processing incoming, outgoing, networked, and intraoffice calls regarding hospital services, patient information, and providing emergency notification information. Provides telecommunication services as the sole Operator for the medical center and associated sites when a scheduled workday falls on a federal holiday. Receives, interviews, interprets, and directs incoming and outgoing telephone requests to proper locations. Utilizes designated phonebook software and locally developed phonebook applications to retrieve appropriate and correct information and locations when completing call transfers. Receives routine patient condition inquiries from concerned families and the general public. Maintains Veteran confidentiality under the provisions of the Privacy Act of 1974 and other applicable laws, federal regulations, and Department of Veterans Affairs statutes and policies. Assists with the training of newly hired telephone operators, volunteers, and students, etc. in department procedures and telecommunications equipment. Provides technical and administrative assistance to all services of the hospital and health care system including the Administrative Officer of the Day, the Medical Officer of the Day, and the Nursing Supervisor with routing calls to locations, making overhead announcements, and coordinating with emergency services as needed. Processes a variety of calls including difficult calls (threatening, abusive, suicidal, or distraught callers) requiring appropriate action to ensure callers receive the assistance needed. Follows the appropriate protocol for handling callers that may be threatening, abusive, or distraught. Maintains contact with the caller in order to coordinate assistance with local authorities or health system personnel. Maintains courteous and prompt assistance when directing difficult calls and uses personal judgement to complete these calls. Work Schedule: Monday - Friday Various hours between 7:00am - 4:30pm CST Telework: Position may be eligible for ADHOC Telework, at managers discretion. Virtual: This is not a virtual position. Position Description/PD#: Telephone Operator/PD10560A Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): Not AuthorizedRequirementsYou must be a U.S. Citizen to apply for this job To be considered for this position, you must complete all required steps in the process. In addition to the application and questionnaire, this position requires an online assessment. The online assessment measures critical general competencies required to perform the job. All applicants tentatively selected for VA employment in a testing designated position are subject to urinalysis to screen for illegal drug use prior to appointment. Applicants who refuse to be tested will be denied employment with VA. Selective Service Registration is required for males born after 12/31/1959 Subject to background/security investigation Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP) As a condition of employment for accepting this position, you will be required to serve a 1-year probationary period or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider: your performance and conduct; the needs and interests of the agency; whether your continued employment would advance organizational goals of the agency or the Government; and whether your continued employment would advance the efficiency of the Federal service. Upon completion of your probationary period or trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.