Supervisory Telephone Operator
- Provides overall supervision of the unit, accurately evaluates results, and enhances procedures to meet workload demands;
- Coordinates program implementation and management with higher organizational levels and prepares required and requested reports and information;
- Compiles data and creates understandable visual display and reports for executive leadership;
- Identifies and keeps Central Iowa aware of any anticipated changes in programmatic requirements
- that have a potential high impact to the organization;
- Performs the administrative and personnel management functions relative to staff supervised;
- Develop facility-specific training materials, as needed, and provide training within the facility to staff
- and programs, as required;
- Observes workers' performance; provides informal feedback, and periodically evaluates employee performance;
- Develops work improvement plans, recommending personnel actions as necessary;
- Effects disciplinary measures as appropriate to the authority delegated in this area;
- Operates one of the console telephone systems within the main facility;
- Ensures that calls are promptly answered and are connected to the appropriate extension or pager;
- Provides local and national directory assistance service to personnel to expedite calls;
- Keeps inpatient contact list current, adding names of patients as they are admitted, transferred or
- Discharged;
- Arranges and completes conference call connections, including patient admissions, surgical
- Consents, etc.;
- Maintains on-call schedule for those areas such as pharmacy, radiology, tissue typing, dialysis, nuclear medicine, etc.;
- Establishes procedures for and transmits digital and voice messages via the radio page system;
- Responds to verbal requests and/or complaints from customers and resolves issues to the satisfaction of the requestor;
- Ensures all customers are served in a friendly and timely manner;
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. Acceptable form(s) of identification will be required to complete pre-employment requirements (). 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
SPECIALIZED EXPERIENCE: At least one (1) full year of specialized experience equivalent to at least the next lower grade level (GS-5) in the Federal Service that has given me the particular knowledge, skills, and abilities required to successfully perform the duties of this position. Specialized experience includes supervising or leading others in administrative work that involved answering telephone calls within a large organization; working as telephone operator, obtaining the necessary information to direct calls appropriately; communicating effectively using clear enunciation; using computers and/or telephone systems/equipment to provide support and assistance; and working efficiently under pressure of time and stressful conditions. NOTE: Applicants wishing to receive credit for such experience must clearly indicate the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment.
You will be rated on the following Competencies as part of the assessment questionnaire for this position:
- Customer Service (Clerical/Technical)
- Information Management
- Manages Human Resources
- 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 requires minimal physical effort and is mainly performed in an office setting, there is slight physical effort required such as standing, walking, bending, sitting but efforts primarily consist of talking on the telephone and typing.
For more information on these qualification standards, please visit the United States Office of Personnel Management's website at .
Education
There is no educational substitution at this grade level.
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: . 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: .
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 at .
- Benefits
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. .
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.
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 (). 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
SPECIALIZED EXPERIENCE: At least one (1) full year of specialized experience equivalent to at least the next lower grade level (GS-5) in the Federal Service that has given me the particular knowledge, skills, and abilities required to successfully perform the duties of this position. Specialized experience includes supervising or leading others in administrative work that involved answering telephone calls within a large organization; working as telephone operator, obtaining the necessary information to direct calls appropriately; communicating effectively using clear enunciation; using computers and/or telephone systems/equipment to provide support and assistance; and working efficiently under pressure of time and stressful conditions. NOTE: Applicants wishing to receive credit for such experience must clearly indicate the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment.
You will be rated on the following Competencies as part of the assessment questionnaire for this position:
- Customer Service (Clerical/Technical)
- Information Management
- Manages Human Resources
- 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 requires minimal physical effort and is mainly performed in an office setting, there is slight physical effort required such as standing, walking, bending, sitting but efforts primarily consist of talking on the telephone and typing.
For more information on these qualification standards, please visit the United States Office of Personnel Management's website at .
Education
There is no educational substitution at this grade level.
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: . 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: .
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 at .