Job Summary

This position is located within the VA Central Iowa Health Care System in Des Moines, Iowa providing supervision and management of centralized telephone operations, and providing telephone customer service to incoming and in-house calls for the health care system.

Job Description

To meet the minimum qualifications of this position, all applicants must meet the following: SPECIALIZED EXPERIENCE: At least one (1) full year of specialized experience equivalent to at least the next lower grade level (GS-5) in the Federal Service that has given me the particular knowledge, skills, and abilities required to successfully perform the duties of this position. Specialized experience includes supervising or leading others in administrative work that involved answering telephone calls within a large organization; working as telephone operator, obtaining the necessary information to direct calls appropriately; communicating effectively using clear enunciation; using computers and/or telephone systems/equipment to provide support and assistance; and working efficiently under pressure of time and stressful conditions. NOTE: Applicants wishing to receive credit for such experience must clearly indicate the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment. You will be rated on the following Competencies as part of the assessment questionnaire for this position: Customer Service (Clerical/Technical) Information Management Manages Human Resources Telecommunications IMPORTANT: A full year of work is considered to be 35-40 hours of work per week. All experience listed on your resume must include the month and year start/end dates. 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. 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; religious; 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. PHYSICAL REQUIREMENTS: The work requires minimal physical effort and is mainly performed in an office setting, there is slight physical effort required such as standing, walking, bending, sitting but efforts primarily consist of talking on the telephone and typing. 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/.