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Telephone Operator

The incumbent is assigned to the VA Police, Executive Office Service Line of the VA Puget Sound Health Care System (VAPSHCS). Occupation involves administrative work such as receiving different requests for information from staff, patients, Veterans, and family members of Veterans, and being able to determine where calls are directed to within the VA Puget Sound, and facilities outside the VA facility.

Duties include but are not limited to:

• Responds to incoming calls, electronic mail, and instant messages from Veterans, staff, and other callers.
• Communicates with the VA Police using the high frequency Police radios.
• Communicates calmly and respectfully with angry callers to deescalate the situation and refocus the caller on a solution.
• Physically operates features of Multi-line NEC telecommunications switchboard console processing and transferring incoming calls.
• Operates the digital and voice code pager systems including overhead voice paging systems/Fire Safety Public Address Systems.
• Accesses the VA system and resources to quickly connect callers to the correct resources and phone numbers to bring effective resolution to the callers' inquiries.
• As the first point of contact for VA Puget Sound, communicates effectively using diplomacy and discretion with callers on the telephone.
• Actively listens to customers with respect while paying attention to details in order to provide assistance, guidance, and information to resolve issues.
• Patiently gathers, interprets, and analyzes information to provide optional solutions to customers requests. Serves as a resource for Veterans and staff to transfer callers to staff using the approved directories.

Work Schedule: 12:00am-8:00am; Saturday-Thursday (will be discussed in interview) Virtual: This is not a virtual position. Position Description/PD#: Telephone Operator / PD40555A Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): Not Authorized

You must be a U.S. Citizen to apply for this job. Selective Service Registration is required for males born after 12/31/1959. 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. 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 interest. In 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 or trial 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 within 30 days of the closing date of this announcement, 03/13/2026. 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-04 position you must have served 52 weeks at the GS-03. 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.

You will be rated on the following Competencies for this position:

• Communications
• Customer Service
• Telecommunications

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.