Telecommunications Equipment Operator - Part Time

About the role

The primary purpose of the position is to provide comprehensive telephone and telecommunications support to all VISN 12 facilities and customers, and is part of the VISN 12 Centralized Attendant Center located at the William S. Middleton Memorial Hospital, Madison, WI.

Major duties

Major duties include but are not limited to the following:

• Performs telecommunications support assignments involving customer service in recognizing and routing patient and other inquiries to the correct location and program.
• Provides telephone information and referral services to callers.
• Interviews incoming callers and routes calls to the proper destination.
• Operates the telephone system to receive and connect incoming and outgoing calls utilizing computerized telecommunications equipment and software.
• Provides customer service for difficult calls requiring personal involvement, including threatening, abusive, or distraught callers.
• Contacts local telephone companies and emergency authorities regarding threatening or emergency-related calls.
• Receives telephone trouble calls, maintains a trouble log, and notifies appropriate personnel of system troubles.
• Operates the internal and external paging system.
• Maintains computerized telephone files and telephone directories.
• Performs file maintenance by updating computerized telephone files and telephone directories.
• Sets up, operates, and monitors computer systems and peripheral equipment.
• Affords assistance to system users by troubleshooting telephone and computer-related problems.
• Performs other related duties as assigned.

Work Schedule

Work Schedule: 8:00am to 4:30pm, rotating weekends and holidays, 26 hours per week

Recruitment & Relocation Incentives

Recruitment & Relocation Incentives: Not authorized

Critical Skills Incentive (CSI)

Critical Skills Incentive (CSI): Not approved

Physical Requirements

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. No special physical demands are required to perform the work.

Subject to Background/Security Investigation

Participation in the Seasonal Influenza Vaccination Program

Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel.

Qualifications

TO QUALIFY FOR THIS POSITION AT THE GS-5 GRADE LEVEL, YOU MUST MEET ONE OF THE FOLLOWING CRITERIA:

• SPECIALIZED EXPERIENCE: You must have at least one (1) full year of specialized experience equivalent to at least the next lower grade level (GS-4) in the Federal service that has given you the particular knowledge, skills and abilities required to successfully perform the duties of a Telecommunications Equipment Operator and that is typically in or related to the work of the position to be filled. Specialized experience includes providing customer service, information, and referral services to callers; receiving and directing callers and inquiries to the appropriate area; connecting and routing incoming and outgoing calls using a telecommunications system; maintaining call records and documenting issues; and operating computers and related office equipment. 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. A full year of work is considered to be 35-40 hours of work per week.
• SUBSTITUTION OF EDUCATION FOR EXPERIENCE: You must have successfully completed four (4) years above high school in any field which high school graduation or the equivalent is the normal prerequisite. This education must have been obtained at 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.
• COMBINATION OF EXPERIENCE AND EDUCATION: You must have equivalent combination of successfully completed post-high school education (beyond the second year) and specialized experience, as described above, which meet the total qualification requirements for this grade level. This education must have been obtained at an accredited business, secretarial or technical school, junior college, college or university. 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. A full year of work is considered to be 35-40 hours of work per week. Transcripts (unofficial or official) must be submitted with your application materials. Education cannot be credited without documentation.

Additional information

Reasonable Accommodation (RA) Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application. Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments, based on your adjudication decision. You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments if you received the link after the close of the announcement. To determine if you need a RA, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments. Receiving Service Credit for Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. Selected applicants may qualify for credit for such experience, based on prior work experience or military service experience. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed. This job opportunity announcement may be used to fill additional vacancies. The Interagency Career Transition Assistance Plan (ICTAP) and Career Transition Assistance Plan (CTAP) provide eligible displaced Federal competitive service employees with selection priority over other candidates for competitive service vacancies. To be qualified you must submit appropriate documentation and be found well-qualified (have a final rating of 80 or more before any Veterans preference points) for this vacancy. Information about ICTAP and CTAP eligibility is on OPM's Career Transition Resources website at http://www.opm.gov/policy-data-oversight/workforce-restructuring/employee-guide-to-career-transition/. 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. 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. 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.