Telephone Operator

Full Job Description

This position is located within the Health Benefits Office, Health Administration Service, at VA Northern Indiana Healthcare System (NIHCS).

The main role is to manage comprehensive telephone and telecommunications support for both campuses and customers at NIHNCS.

Responsibilities include handling telecommunications tasks, providing customer service, and directing patients and inquiries to the appropriate NIHCS locations or programs.

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 04/20/2026.

Time-In-Grade Requirement: Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement.

For a GS-4 position you must have served 52 weeks at the GS-3. The grade may have been in any occupation, but must have been held in the Federal service.

An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials.

If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement.

In this instance, you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade.

Note: Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment.

To qualify for this position, applicants must meet all requirements by the closing date of this announcement.

You may qualify based on your experience and/or education as described below: GENERAL EXPERIENCE: At least one (1) year of general experience that has equipped you with the knowledge, skills, and abilities necessary to perform the duties of a Telephone Operator GS-4.

General experience is defined as progressively responsible clerical, office, or other work that indicates your ability to perform the duties of this position.

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.

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.

This education must have been obtained at an accredited business, secretarial or technical school, junior college, college or university.

One year of full-time academic study is defined as 30 semester hours, 45 quarter hours, or the equivalent in a college or university, or at least 20 hours of classroom instruction per week for approximately 36 weeks in a business, secretarial, or technical school.

NOTE: Transcripts must be submitted with your application materials. Education cannot be credited without documentation.

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.

For more information on these qualification standards, please visit the United States Office of Personnel Management's website at https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.

Major Duties:

Major duties and responsibilities include, but are not limited to: Agency Telephone System/Switchboard-90%: Operates the agency telephone system/switchboard to manage both incoming and outgoing calls, including challenging situations with threatening, abusive, or distraught callers.

Ensures proper call routing through interviews and directs callers to the appropriate departments or services. Provides essential telephone and organizational information.

Manages various non-routine calls, such as International, FTS, and WATS calls, and places outgoing toll calls, accurately recording relevant details.

Operates the facility's paging system and coordinates with local telephone and police authorities to trace threatening calls. Monitors alarm systems and uses radios to transmit emergency information.

Thorough understanding of a large, dynamic organization, the ability to handle upset or irate callers with calm and courtesy, and the skill to question callers who may provide minimal details.

Decisions are based on call destinations, priority levels, security requirements, and system capabilities.

Employees work independently, carrying out recurring duties without specific instructions, especially when serving as sole operator without a supervisor readily available.

Performs other related duties as assigned. Customer Service-10%: Meets the needs of customers while supporting the Medical Center and Service missions.

Consistently communicates and treats customers patients, visitors, volunteers, and all Medical Center staff in a courteous, tactful, and respectful manner.

Provides the customer with consistent information according to established policies and procedures. Handles conflict and problems in dealing with the customer constructively and appropriately.

Meets the needs of customers while supporting VA Missions. Consistently communicates and treats customers (Veterans, their representatives, visitors, and all VA staff.

Exchange necessary information to connect callers with the appropriate organizations or individuals.

Contacts are with users of the telephone system, with Government and commercial operators in other locations, and sometimes with contractors for repairs. Additional duties are performed as assigned.

Promotion Potential: This position is at full level performance.. Work Schedule: 7:00am - 6:00pm, Monday - Saturday or as determined by the needs of the service/department.

The specific tour of duty will be discussed during the interview process. Compressed/Flexible: May be eligible upon supervisors approval. Telework: This position not a telework position.

Virtual: This is not a virtual position.

Position Description/PD#: Telephone Operator/PD07058A Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): Not Authorized.

PCS Appraised Value Offer (AVO): Not Authorized. VA Healthcare System Serving Ohio, Indiana and Michigan (VISN 10) 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 Veteran's community.

This aligns with the Veterans Health Administration (VHA) Mission Statement to Honor America's Veterans by providing exceptional health care that improves their health and well-being."