About the job
Summary
This position is located within the Health Administrative Service Line (HAS)at the VA Pittsburgh Healthcare System (VAPHS) in Pittsburgh, PA. The primary purpose of the position is to provide comprehensive telephone and telecommunications support to the VAPHS and all associated sites.
Duties
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- *THIS IS NOT A VIRTUAL POSITION, YOU MUST LIVE WITHIN OR BE WILLING TO RELOCATE WITHIN A COMMUTABLE DISTANCE OF THE DUTY LOCATION***
Duties may include, but are not limited to the following:
- Assists officials responsible for the functioning of the program and identifies problem areas which become identified through the T-Metrics system.
- Provides information of a routine nature and receives and directs callers to the appropriate area.
- Provides general telephone and visitor referral services.
- Refers callers to appropriate facility or program area based on specific request or by ascertaining the nature of the call.
- Operates the centralized telephone system to receive and connect incoming and outgoing calls utilizing complex computerized equipment and telecommunications software.
- Interviews incoming callers and routes the calls to their proper destination.
- Responds to alarms for and acts as a key member of the team for various emergency/disaster situations daily.
- Responsible for dispatching information according to alarm requirements for facility wide alarm systems at three campuses.
- Performs other related duties as assigned.
Work Schedule: During the training period for the position, the tour of duty will be Monday through Friday 7:00am - 3:30pm.
After completion of training, tour of duties will change and may be:
Monday through Friday 5:00am - 1:30pm, Tuesday through Saturday 3:00pm - 11:00pm, Monday through Friday 11:00am - 7:30pm.
All are subject to change, based on the needs of the facility.
Recruitment & Relocation Incentives: Not authorized
Critical Skills Incentive (CSI): Not Approved
Requirements
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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. 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 dentification 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)
Qualifications
TO QUALIFY FOR THIS POSITION AT THE GS-4 LEVEL YOU MUST MEET THE FOLLOWING CRITERIA:
GENERAL EXPERIENCE: Have at least one (1) full year of general experience in a position that was progressively responsible clerical, office, or other work that indicates my ability to acquire the particular knowledge and skills needed to perform the duties of the Telephone Operator position.
NOTE: Experience must be fully documented on your resume and must include job title, duties, month and year start/end dates, AND hours worked 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. -OR-
EDUCATION: Have successfully completed two (2) years of education above the high school level in any field for which high school graduation or the equivalent is the normal prerequisite. This education must have been obtained in an accredited business, secretarial, or technical school, junior college, college, or university. One year of full-time academic study is defined as 30 semester hours, 45 quarter hours, or the equivalent in a college or university, or at least 20 hours of classroom instruction per week for approximately 36 weeks in a business, secretarial, or technical school.
NOTE: Transcripts (unofficial or official) must be submitted with your application materials. Education cannot be credited without documentation. -OR-
COMBINATION: Have equivalent combinations of successfully completed post-high school education (beyond the first year) and general experience, as described above, which meet the total experience requirements for this grade level. This education must have been obtained in an accredited business, secretarial, or technical school, junior college, college, or university.
NOTE: Transcripts (unofficial or official) must be submitted with your application materials. Education cannot be credited without documentation.
You will be rated on the following Competencies as part of the assessment questionnaire for this position:
- Customer Service (Clerical/Technical)
- Information Management
- Technical Competence
- Telecommunications
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: The work is sedentary. The employee sits comfortably to do the work. There is some moving around to adjust equipment; carrying of light items such as papers, books.
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
IMPORTANT: 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: Recognition of Foreign Qualifications | International Affairs Office (ed.gov).
Additional information
This job opportunity announcement may be used to fill additional vacancies.
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.
Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.
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A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
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Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.
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