Telephone Operator

Telephone Operator

Department: Department of Veterans Affairs

Location(s): Tucson, Arizona

Salary Range: $37100 - $48232 Per Year

Job Summary: This position operates the telephone switchboard to provide telephone communications for the medical center including all off site community based outpatient clinic locations. This function is continuously staffed 24 hours per day, seven days a week including holidays. Typical staffing is a minimum of two on-duty, however due to scheduled leave and sick calls, may work as the sole operator on weekends, evening, night-shift and holidays.

Major Duties:

• Duties include but not limited to:Operate telephone switchboard to provide telephone communications for the Southern Arizona VA Health Care System (SAVAHCS) including all off site community based outpatient clinic locations. The work requires: Knowledge and practice of telephone courtesy techniques; Skill in questioning callers, who often can provide only sketchy information, in order to direct them to the proper organizational component; Knowledge and practice of telephone procedures to operate telephone switchboard consoles, answer recurring kinds of telephone calls, use printed or computerized directories, and connect local calls and regular or special long-distance calls to their proper destinations; Knowledge and practice of proper login and testing at the beginning of the duty tour to ensure continuity of telephone service; Knowledge and practice of the organization served to connect incoming calls to the appropriate office or individual; Skill in dealing politely with people who are emotional or discourteous and at times irate; Skill in using standard procedures to place outgoing calls through various circuits and networks; Skill in placing and receiving conference and collect calls; Provides telephone directory assistance for internal and external callers requires thorough knowledge of the large, frequently changing SAVAHCS organization; Emergency calls and codes are received through any number of venues such as the 222 emergency telephone line, two-way radio calls, incoming telephone calls, and alarm systems and are handled consistent with SOPs and logged in the VISTA operator log. Telephone operators shall make 911 calls to community emergency responders when requested by VA Police and as directed by written SOPs. Telephone Operators conduct procedures, routine testing, documentation, and reporting in accordance with SOPs including entries into the VISTA operator log. Monitors over 800 intrusion/ 28 panic alarm computer systems and other alarm panels at the switchboard. Will assure that the alarms are operational and when necessary, will dispatch police or other personnel as required, to immediately investigate alarm activations and other problems. Incumbent will troubleshoot and repair or enter work order requests for all alarm repairs when necessary. The incumbent will advise the supervisor of the situation and enter appropriate documentation in the computerized operator log as required.Provides notification services - overhead announcements, pagers and cellular telephone contact for all medical center emergencies and to notify on-call and code team medical staff. Telephone operators must provide paging services by following SAVAHCS policy. Work Schedule: Various shifts, days off vary. Must be able to work all tours. Virtual: This is not a virtual position. Position Description/PD#: Telephone Operator/PD11895A Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Authorized Permanent Change of Station (PCS): Not Authorized

Qualifications: To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 05/18/2026.You may qualify based on your experience and/or education as described below: General Experience: 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: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have 2 years above high school. (Transcript Required) OR Combination: Applicants may also combine education and experience to qualify at this level. You must have an combination of specialized experience and education beyond (Transcript Required) You will be rated on the following Competencies for this position: Attention to Detail Customer Service Flexibility Integrity/Honesty Interpersonal Skills Reading Comprehension Self-Management Stress Tolerance Teamwork 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: The work is usually sedentary in nature. Concentration is required in determining priorities. Standing and walking is necessary to consult manuals, directives, and to assist visitors. The work is performed in a well-lighted, temperature-controlled room and normal safety precautions are required. 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/.icy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.

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 05/18/2026 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12955638. 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.

Application Deadline: 2026-05-18