Duties include but not limited to:
Operate telephone switchboard to provide telephone communications for the Southern Arizona VA Health Care System (SAVAHCS) including all off site community based outpatient clinic locations. The work requires:
- Knowledge and practice of telephone courtesy techniques;
- Skill in questioning callers, who often can provide only sketchy information, in order to direct them to the proper organizational component;
- Knowledge and practice of telephone procedures to operate telephone switchboard consoles, answer recurring kinds of telephone calls, use printed or computerized directories, and connect local calls and regular or special long-distance calls to their proper destinations;
- Knowledge and practice of proper login and testing at the beginning of the duty tour to ensure continuity of telephone service;
- Knowledge and practice of the organization served to connect incoming calls to the appropriate office or individual;
- Skill in dealing politely with people who are emotional or discourteous and at times irate;
- Skill in using standard procedures to place outgoing calls through various circuits and networks;
- Skill in placing and receiving conference and collect calls;
- Provides telephone directory assistance for internal and external callers requires thorough knowledge of the large, frequently changing SAVAHCS organization;
Emergency calls and codes are received through any number of venues such as the 222 emergency telephone line, two-way radio calls, incoming telephone calls, and alarm systems and are handled consistent with SOPs and logged in the VISTA operator log. Telephone operators shall make 911 calls to community emergency responders when requested by VA Police and as directed by written SOPs. Telephone Operators conduct procedures, routine testing, documentation, and reporting in accordance with SOPs including entries into the VISTA operator log.
Monitors over 800 intrusion/ 28 panic alarm computer systems and other alarm panels at the switchboard. Will assure that the alarms are operational and when necessary, will dispatch police or other personnel as required, to immediately investigate alarm activations and other problems. Incumbent will troubleshoot and repair or enter work order requests for all alarm repairs when necessary. The incumbent will advise the supervisor of the situation and enter appropriate documentation in the computerized operator log as required.
Provides notification services - overhead announcements, pagers and cellular telephone contact for all medical center emergencies and to notify on-call and code team medical staff. Telephone operators must provide paging services by following SAVAHCS policy.
Work Schedule: Various shifts, days off vary.
Virtual: This is not a virtual position.
Position Description/PD#: Telephone Operator
/PD11895A
Relocation/Recruitment Incentives: Not Authorized
Critical Skills Incentive (CSI): Not Authorized
Permanent Change of Station (PCS): Not Authorized
Starting at $36,009 Per Year (GS 4)
