Telephone Operator
The work involves routing the calls to their proper destinations and providing telephone and organizational information to callers. Major Duties:
This position is responsible for the operation of the medical center's switchboard. Must use courtesy, tact, diplomacy, good hearing, manual dexterity, good speech, and voice modulation in dealing with customers, staff, employees, etc. Assists with placing and receiving long distance telephone calls. Receives and places regular and special long distance calls (over tie lines, commercial circuits or other systems or networks such as Wide Area Telephone Service, Federal Telecommunications Systems, etc.). Provides telephone information including, but not limited to, telephone numbers, extensions, locations of individuals and organizations and directions. Such information is derived from various references such as Dynamic Host Configuration Protocol (DHCP), directories, etc. Provides routing and alternate routing service for calls which must go through to assure rapid, reliable and effective dissemination of significant operational or other information. Handles calls of varying priority, requiring pre-empting of circuits, selective handling, particularly under accelerated or emergency conditions. Maintains constant surveillance over switchboard equipment, circuit capacity and utilization, nature and volume of calls being placed, in order to keep appropriate high level officials apprised of telephone events, trends or conditions which may have significant implications or potential influence on national command or area security. As the operator, the position is responsible for handling a full range of calls including highly complex calls requiring personal involvement. Gives advice and assistance when needed in placing long distance calls and assists supervisor in training personnel in use of the Federal Telecommunications System and the Wide Area Telephone Service lines. Receives and places local and long distance calls. Uses good judgment concerning preempting circuits and challenging the use of available circuitry in order to permit priority calls to go through. Regularly handles a variety of difficult calls requiring extensive personal involvement. Maintains accurate listing of key employees and other records incidental to the telephone, information, and receptionist services that are used regularly to give information by telephone and the routing of visitors. Information maintained on patients includes condition, surgery schedule, location, telephone extension, visiting hours and visiting restrictions. Helps train new Operators in their duties as required. Performs other duties as assigned. Work Schedule:
Monday through Friday various tours Telework:
Not available Virtual:
This is not a virtual position. Position Description/PD#:
Telephone Operator/PD01958A Relocation/Recruitment Incentives:
Not Authorized Financial Disclosure Report:
Not required To qualify for this position, applicants must meet all requirements by the closing date of this announcement.
Experience:
At least one 1 year of General experience which involved progressively responsible clerical, office, or other work that indicates ability to acquire the particular knowledge and skills needed to perform the duties of the position to be filled. OR Education:
Two years above high school. This education must have been obtained in an accredited business, secretarial or technical school, junior college, college or university. OR Combining Education and
Experience:
Equivalent combinations of successfully completed post-high school education and experience may be used to meet total experience requirements. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at http:
//www.opm.gov/qualifications . IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. If your resume does not support your questionnaire answers, we will not allow credit for your response(s). Computer SkillsCustomer Service 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. Physical Requirements:
Physical Requirements:
Long periods of sitting, standing, walking. Recurring bending, lifting and carrying of moderately heavy mail bags and packages. Is often required to work the switchboard alone. Is required at times to work an eight hour shift with minimum amount of time away from the switchboard, especially if the sole operator on duty. Working rotating shifts with rotating days off to ensure 24 hour, 7 days a week coverage. At times the incumbent must work a late shift and return the next day on an early tour of duty. During regular duty hours and holidays, calls are received on the switchboard at such rapid pace during peak hours that the tempo of pressure creates unusual demands on the sole operator trying to perform these duties. This creates an unusual amount of stress which the incumbent must deal with.Selected applicants will be required to complete an online onboarding process.
Estimated Salary: $20 to $28 per hour based on qualifications.
This position is responsible for the operation of the medical center's switchboard. Must use courtesy, tact, diplomacy, good hearing, manual dexterity, good speech, and voice modulation in dealing with customers, staff, employees, etc. Assists with placing and receiving long distance telephone calls. Receives and places regular and special long distance calls (over tie lines, commercial circuits or other systems or networks such as Wide Area Telephone Service, Federal Telecommunications Systems, etc.). Provides telephone information including, but not limited to, telephone numbers, extensions, locations of individuals and organizations and directions. Such information is derived from various references such as Dynamic Host Configuration Protocol (DHCP), directories, etc. Provides routing and alternate routing service for calls which must go through to assure rapid, reliable and effective dissemination of significant operational or other information. Handles calls of varying priority, requiring pre-empting of circuits, selective handling, particularly under accelerated or emergency conditions. Maintains constant surveillance over switchboard equipment, circuit capacity and utilization, nature and volume of calls being placed, in order to keep appropriate high level officials apprised of telephone events, trends or conditions which may have significant implications or potential influence on national command or area security. As the operator, the position is responsible for handling a full range of calls including highly complex calls requiring personal involvement. Gives advice and assistance when needed in placing long distance calls and assists supervisor in training personnel in use of the Federal Telecommunications System and the Wide Area Telephone Service lines. Receives and places local and long distance calls. Uses good judgment concerning preempting circuits and challenging the use of available circuitry in order to permit priority calls to go through. Regularly handles a variety of difficult calls requiring extensive personal involvement. Maintains accurate listing of key employees and other records incidental to the telephone, information, and receptionist services that are used regularly to give information by telephone and the routing of visitors. Information maintained on patients includes condition, surgery schedule, location, telephone extension, visiting hours and visiting restrictions. Helps train new Operators in their duties as required. Performs other duties as assigned. Work Schedule:
Monday through Friday various tours Telework:
Not available Virtual:
This is not a virtual position. Position Description/PD#:
Telephone Operator/PD01958A Relocation/Recruitment Incentives:
Not Authorized Financial Disclosure Report:
Not required To qualify for this position, applicants must meet all requirements by the closing date of this announcement.
Experience:
At least one 1 year of General experience which involved progressively responsible clerical, office, or other work that indicates ability to acquire the particular knowledge and skills needed to perform the duties of the position to be filled. OR Education:
Two years above high school. This education must have been obtained in an accredited business, secretarial or technical school, junior college, college or university. OR Combining Education and
Experience:
Equivalent combinations of successfully completed post-high school education and experience may be used to meet total experience requirements. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at http:
//www.opm.gov/qualifications . IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. If your resume does not support your questionnaire answers, we will not allow credit for your response(s). Computer SkillsCustomer Service 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. Physical Requirements:
Physical Requirements:
Long periods of sitting, standing, walking. Recurring bending, lifting and carrying of moderately heavy mail bags and packages. Is often required to work the switchboard alone. Is required at times to work an eight hour shift with minimum amount of time away from the switchboard, especially if the sole operator on duty. Working rotating shifts with rotating days off to ensure 24 hour, 7 days a week coverage. At times the incumbent must work a late shift and return the next day on an early tour of duty. During regular duty hours and holidays, calls are received on the switchboard at such rapid pace during peak hours that the tempo of pressure creates unusual demands on the sole operator trying to perform these duties. This creates an unusual amount of stress which the incumbent must deal with.Selected applicants will be required to complete an online onboarding process.
- Department:
0382 Telephone Operating - Salary Range:
$30,344 to $39,442 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
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