Telephone Operator

U.S. Department of Veterans Affairs; Baltimore (MD); On-site; USD 31,000 - 39,000; Full time

Job summary

U.S. Department of Veterans Affairs in Baltimore, MD, seeks a Telephone Operator in the Telecommunications Unit within the Medical Administration Service. The role involves handling routine caller inquiries, guiding visitors, and operating complex telephone systems.

It requires compliance with Time-In-Grade for federal employees and specific GS-4 eligibility guidelines. Position details include shift work, visiting callers, and coordination of conference calls.

Qualifications

• General Experience: One year of specialized experience equivalent to at least the next lower grade GS-3. Education: Two years of education above high school level in any field. Time-In-Grade requirements apply to current or former federal employees.

Responsibilities

• Provides information of a routine nature and directs callers to the appropriate area.
• Provides general telephone and visitor referral services.
• Operates telephone system to receive incoming and outgoing calls using complex equipment and software.
• Sets up, monitors, and sends confirmations for bridge-line conference calls.
• Maintains operation manuals, reference books, and instructions for programs and systems.

Job description

Summary

This position is located in the Telecommunications Unit - under the direction of the Chief of Ambulatory Care and Processing - Medical Administration Service - at the VA Maryland Health Care System.

Qualifications

To qualify for this position - applicants must meet all requirements by the closing date of this announcement - 10/16/2026. 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. You may qualify based on your experience and/or education as described below: General Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-3 in the normal line of progression for the occupation in the organization. Examples of general experience would typically include - but are not limited to: 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: To qualify based on education for this grade level you must have successful completion of two (2) years of education above the high school level in any field. This education must have been obtained in 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. OR - Combination: Applicants may also combine education and experience to qualify at this level. You must have an combination of general experience and education. 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/. NOTE: Participation in the seasonal influenza program is a condition of employment and a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). It is a requirement that all HCP to receive annual seasonal influenza vaccination or obtain an exemption for medical or religious reasons. Wearing a face mask is required when an exemption to the influenza vaccination has been granted. HCP in violation of this directive may face disciplinary action up to and including removal from federal service. HCP are individuals who - during the influenza season - work in VHA locations or who come into contact with VA patients or other HCP as part of their duties. VHA locations include - but are not limited to - VA hospitals and associated clinics - community living centers (CLCs) - community-based outpatient clinics (CBOCs) - domiciliary units - Vet centers and VA-leased medical facilities. HCP include all VA licensed and unlicensed - clinical and administrative - remote and onsite - paid and without compensation - full- and part-time employees - intermittent employees - fee basis employees - VA contractors - researchers - volunteers and health professions trainees (HPTs) who are expected to perform any or all of their work at these facilities. HPTs may be paid or unpaid and include residents - interns - fellows and students. HCP also includes VHA personnel providing home-based care to Veterans and drivers and other personnel whose duties put them in contact with patients outside VA medical facilities.

Duties

• Major Duties may include: Provides information of a routine nature - and receives and directs callers to the appropriate area
• Provides general telephone and visitor referral services
• Operates telephone system to receive incoming and outgoing calls utilizing complex computerized equipment and telecommunications software
• Set up - monitors - and sends confirmations for bridge-line conference calls
• Modifies and maintains operation manuals - reference books - and/or instructions associated with programs and systems used in the Telecommunications unit
• Performs work related to maintaining - listing - and monitoring telephone files
• Furnishes information to customers concerning telephone extensions - organizational functions - and staff information
• Work Schedule: Rotating shifts shifts
• including weekends and holidays Virtual: This is not a virtual position
• Position Description/PD#: Telephone Operator/PD08328A Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): Not Authorized Working Environment: The work environment involves everyday disks or discomforts which require normal safety precautions typical of such places as offices - meetings and trainings rooms - or libraries
• The work area is adequately lit - heated - and ventilated
• Physical Demands: The work is sedentary
• The employee sits comfortably to do the work but may involve some standing and walking around adjusting equipment or consulting directories and manuals
• No special physical demands are required to perform the work.