Duties
The duties of this position include but are not limited to...
- Supervises a unit that provides services 24 hours a day, 7 days a week and will be responsible for justifying FTEEs, initiating recruitment and selection actions to meet the needs of the unit and the OKCVA HCS.
- Works closely with MAS Administrative Officer to review job announcements and interview candidates for positions within the unit; recommends appointments promotions, and reassignments to unit positions.
- Responsible for managing and training a workforce ranging from Telephone Operators(0382-GS-04) to the Lead Communications Clerk (0394-GS-05).
- Responsible for identifying and providing necessary training for positions within the unit. This training will include operations of ACD and supporting programs, operation and proper use of facility emergency intercommunication and devices, Qgenda and Vocera for paging services, LIVE Process, and VISTA & CPRS for pulling inpatient rosters.
- Responsible for the oversight of detailed electronic logs of all emergency codes announced through intercommunication and be responsible for daily reporting.
- Supervises responsibilities through oral and written communication and is responsible for training of all new employees under their direct supervision. In the performance of official duties, has regular access to printed and electronic files containing sensitive data designated at Level 1, AlS-Ill non sensitive, which must be protected under the provisions of the Privacy Act of 1974, other applicable laws federal regulations, VA statues and policy, and VHA police.
- Responsible for certifying employee leave, assigns and plans work. Will hear and resolve minor complaints from employees refers group. grievances and more serious unresolved complaints to the Deputy Chief of AC&P, Chief of AC&P, Deputy Chief MAS and Chief MAS; effects minor disciplinary measures such as warning and reprimands and recommends action in more serious cases.
- Communicates with ancillary services, Congressional offices, VISN Central Office, veterans and visitors regarding patient inquiries regarding telephone services. Must be knowledgeable of the most current VA policies in all functions of the telephone operations at this facility in order to answer inquiries from any source.
- Assembles reports and statistical data using computer display capabilities as requested. Maintains manuals and bulletins pertinent to the operation of the office, ensures accurate and timely posting to current reference material.
- Responsible for advising Deputy Chief of AC&P, or designee of Health Administration of budget matters to ensure adequate operational funds for the department.
- Maintains budget and establishes obligations as requested. He/she maintains control points for telephone services including preparing reports, audits, and surveys.
- Will be responsible for training all Health Care System Leads & Supervisors on the functions of ACD and reporting features within ACD.
Work Schedule: 8:00pm - 4:00am, Days TBD
Telework: This position is not authorized for telework.
Virtual: This is not a virtual position.
Position Description/PD#: Supervisory Telephone Operator
/PD144130
Permanent Change of Station (PCS): N/A
PCS Appraised Value Offer (AVO): N/A
How You Will Be Evaluated
You will be evaluated for this job based on how well you meet the qualifications above.
IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE.
Narrative responses are not required at this time. If you are referred for consideration, you may be asked to submit additional job related information, which may include, but not limited to; responses to the knowledge, skills and abilities; completion of a work sample, and/or contact for an interview. Your resume and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect your rating or consideration for employment.
The Department of Veterans Affairs performs pre-employment reference checks as an assessment method used in the hiring process to verify information provided by a candidate (e.g., on resume or during interview or hiring process); gain additional knowledge regarding a candidate's abilities; and assist a hiring manager with making a final selection for a position.
For more information on the "Who may apply" eligibility requirements, please refer to the OHRM Status Candidates and Other Candidate Definitions document.
Placement Policy: The posting of this announcement does not obligate management to fill a vacancy or vacancies by promotion. The position may be filled by reassignment, change to lower grade, transfer, appointment, or reinstatement. Management may use any one or any combination of these methods to fill the position.
It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.
Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.
How to Apply
All applicants are encouraged to apply online. To apply for this position, you must complete the questionnaire and submit the documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on 07/11/2025 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12755508.
- To begin, click Apply Online to create a USA JOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents and complete the occupational questionnaire.
- Click Submit My Answers to submit your application package.
NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.
Special Employment Consideration: VA encourages persons with disabilities to apply, including those eligible for hiring under 5 CFR 213.3102(u), Schedule A, Appointment of persons with disabilities [i.e., intellectual disabilities, severe physical disabilities, or psychiatric disabilities], and/or Disabled veterans with a compensable service-connected disability of 30% or more. Contact the Agency Contact for information on how to apply under this appointment authority via the Selective Placement Coordinator.
The
Interagency Career Transition Assistance Plan (ICTAP) and
Career Transition Assistance Plan (CTAP) provide eligible displaced Federal/VA competitive service employees with selection priority over other candidates for competitive service vacancies. To be qualified you must submit appropriate documentation (a copy of the agency notice, your most recent performance rating, and your most recent SF-50 noting current position, grade level, and duty location) and be found well-qualified for this vacancy. To be
well-qualified: applicants must possess experience that exceeds the minimum qualifications of the position including all selective factors, and who are proficient in most of the required competencies of the job. 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/.
During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions.
Next steps
Once your online application is submitted you will receive a confirmation notification by email. After we receive application packages (including all required documents) and the vacancy announcement closes, we will review applications to ensure qualification and eligibility requirements are met. After the review is complete, a referral certificate(s) is issued and applicants will be notified of their status by email. Referred applicants will be notified as such and may be contacted directly by the hiring office for an interview. All referred applicants receive a final notification once a selection decision has been made.
You may check the status of your application at any time by logging into your USA Jobs account and clicking on Applications. Information regarding your application status can be found in the USAJobs Help Center.
NOTE: Participation in the seasonal influenza program is a condition of employment and a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). It is a requirement that all HCP to receive annual seasonal influenza vaccination or obtain an exemption for medical or religious reasons. Wearing a face mask is required when an exemption to the influenza vaccination has been granted. HCP in violation of this directive may face disciplinary action up to and including removal from federal service. HCP are individuals who, during the influenza season, work in VHA locations or who come into contact with VA patients or other HCP as part of their duties. VHA locations include, but are not limited to, VA hospitals and associated clinics, community living centers (CLCs), community-based outpatient clinics (CBOCs), domiciliary units, Vet centers and VA-leased medical facilities. HCP include all VA licensed and unlicensed, clinical and administrative, remote and onsite, paid and without compensation, full- and part-time employees, intermittent employees, fee basis employees, VA contractors, researchers, volunteers and health professions trainees (HPTs) who are expected to perform any or all of their work at these facilities. HPTs may be paid or unpaid and include residents, interns, fellows and students. HCP also includes VHA personnel providing home-based care to Veterans and drivers and other personnel whose duties put them in contact with patients outside VA medical facilities.