Supervisory Telephone Operator

The position supports the mission for telephone operations which is to be the face of the medical center and responsible to provide positive experiences, excellent first impressions, promoting patient care while safeguarding the image of the Detroit VA Medical Center.

Supervisory Duties This position supervises all telephone operators as well as oversees all telephone operator functions. The incumbent will supervise (1) Lead Telephone Operator GS-0382-05 and (9) Telephone Operator GS-0382-04.The position works directly with the telephone operators, medical staff and administrative support regarding procedures, policies, directives as well as after-hour patient care and general telephone services. Manages all telephone operator administrative functions. Supervise the work of office, administrative and telephone customer care employees to maintain deadlines, and proper procedures, correcting errors or problems and ensure adherence to quality standards. Fully participates in management discussions, decisions, and policy making regarding telephone operations for the medical center. Telephone and Administrative Duties Functions as a telecommunication analyst developing, analyzing, reporting, evaluating, and advising on improving the effectiveness and efficiency of work methods, procedures, organization, manpower utilization, distribution of work, management controls and information/ documentation of the telephone operator systems. Coordinate telecommunication activities with medical center management and other supervisory personnel as well as with other work units or departments. These activities include generating telephone operational reports, updating on-call and valid contact information, announcing real-time procedure changes, coordinating communication bulletins and updates as well as emergency communications, drills, and exercises. Receive directory service updates along with on-call input from administrative, clinical staffs, Office of Information Technology (OIT) and emergency personnel to prepare recommendations and communication proposals to the Assistant Director, clinic staff and senior management. Participate in recruitment, interviews, and selection of telephone operation employees for Telephone Switchboard Service. Implement medical center or departmental policies, procedures, and service standards in conjunction with OIT and Medical Center management. Participate in hospital campaigns, managerial- based studies, and pertinent telecommunication project management. Train or instruct employees in job duties, departmental and medical center policies or arrange for training to be provided. Performs other duties as assigned. Work Schedule: Monday-Friday; 8am-4:30pm. Schedule may be subject to change based on the needs of the Agency. Virtual: This is not a virtual position. Position Description/PD#: Supervisory Telephone Operator/PD915650 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 (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP) Physical Requirements: The work required does not inherently include any physical requirements essential for successful job performance that could not otherwise be performed with accommodation or workplace adjustment. A pre-placement physical examination is not required. 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.

There is no educational substitution at this grade level.