Telephone Operator

Major duties include but are not limited to:

• Operating a digital multi-line telephone system.
• Handling incoming commercial and FTS calls local and information calls calls pertaining to patients and calls requiring employee location.
• Full working knowledge of the Medical Center and its many services and sections.
• Placing long distance and overseas calls.
• Correctly route calls when very little information is forthcoming from caller.
• Remaining calm courteous and efficient when a caller becomes angry and abusive.
• Knowledge of what to do and who to call when there is a systems failure.
• Handling emergencies calmly.
• Making proper response to alarms knowing which ones take priority over all other activities.
• Performs other duties as assigned.

Work Schedule: Monday - Friday 8:00am to 4:30 pm
Virtual: This is not a virtual position.
Position Description/PD#: Telephone Operator/PD437-40213A
Relocation/Recruitment Incentives: Not Authorized
Critical Skills Incentive (CSI): Not Approved
Permanent Change of Station (PCS): Not Authorized

The VA Midwest Health Care Network advocates for a Whole Health System of care in each of the Medical Centers. This is an approach to healthcare that empowers and equips people to take charge of their health and well-being and live their lives to the fullest. As an employee operating in a Whole Health System of care you will operate in a model with three core elements seeking to create a personalized health plan for each Veteran. This is done in the context of healing relationships and healing environments and a connection back to the Veterans community. This aligns with the Veterans Health Administration (VHA) Mission Statement to Honor Americas Veterans by providing exceptional health care that improves their health and well-being.

• You 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.
• Selective Service Registration is required for males born after 12/31/1959
• Physical Requirements: The work required does not inherently include any physical requirements essential for successful job performance that could not otherwise be performed with accommodation or workplace adjustment. A pre-placement physical examination is not required.
• 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 drivers 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 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 your employment will be terminated unless you receive certification in writing that your continued employment advances the public interest.

To qualify for this position applicants must meet all requirements by the closing date of this announcement 10/06/2026.

You may qualify based on your experience and/or education as described below:

• General Experience: Applicants must possess at least one (1) year of general experience with duties related to the position. General experience is clerical office or other work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position such as but is not limited to: customer service receptionist duties receiving and directing a variety of inquiries and providing immediate communications throughout the medical center. OR
• Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have two (2) years of education above high school. (TRANSCRIPTS REQUIRED). OR
• Combination: Applicants may also combine education and experience to qualify at this level. You must have an equivalent combination of experience and education to qualify for the Telephone Operator position. Example: The position to be filled is a Payroll Clerk GS-04. An applicant has 8 months of qualifying experience and 20 semester hours of college. The applicant meets 67 percent of the required experience and 33 percent of the required education. The applicant meets 100 percent of the total requirements and is qualified for the position. (TRANSCRIPTS REQUIRED).

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.

For more information on these qualification standards please visit the United States Office of Personnel Managements website at Requirements: The work ls usually sedentary but may involve some standing and walking to consult directories and will be asked to participate in a pre-employment examination or evaluation as part of the pre-employment process for this position. Questions about physical demands or environmental factors may be addressed at the time of evaluation or examination.

Working Conditions: The work is normally performed in a well-lighted temperature-controlled room. Normal safety precautions are required.

Required Experience:

IC