Switchboard Operator (Part time 3pm-11pm Shift and Fill in Shifts)

Description

POSITION OVERVIEW

· Serve as the prin cipal liaison between the Contractor and Government representatives, Supervise and train contract personnel and ensure compliance with all contract provisions.

· Dedicated to serve solely at the Medical Facility during administrative working hours.

· Remain available after-hours via telephone or pager to address issues, including staffing.

· Respond within one hour to off-duty hour problems.

· Notify the COR in writing or by email of stand-in representatives if absent for more than one 8-hour shift.

· Provide a replacement if absence exceeds three consecutive working days.

· Serve as the alternate to the Project Manager (if designated), assisting with overall compliance and service delivery.

· Ensure that all operators receive required orientation and at least two weeks of on-the-job training before performing duties independently.

· Coordinate with the COR to resolve staffing issues, performance deficiencies, or process improvements.

· Provide stand-in supervisor coverage and notify the COR when absent for more than one 8-hour shift.

· Arrange a replacement WS when absent for more than three consecutive workdays and notify the COR in advance in writing.

· Monitor staff for performance, professionalism, and adherence to VA policies (e.g., Privacy Act, security procedures).

· Maintain discipline, establish work methods, define performance expectations, and develop work schedules to align with workload demands.

· Attend and participate in meetings with the COR and CO to review contract performance, address discrepancies, and resolve operational issues.

· Assist in documenting and implementing corrective actions following the issuance of a Contractor Discrepancy Report (CDR).

· Prepare personnel rosters and ensure accuracy in shift assignments and role coverage.

· Enforce workspace security and prevent unauthorized access to switchboard operations.

· Be physically present at the medical facility during administrative hours to oversee operations and provide direct support to staff.

· Remain on-call by telephone or pager outside of administrative hours to respond to any staffing or operational issues within one hour.

Requirements

CITIZENSHIP REQUIREMENT: US Citizenship

EDUCATION AND QUALIFICATIONS:

High School Diploma or equivalent

MINIMUM REQUIRED SKILLS/EXPERIENCE:

· Must have with at least three years of telephone switchboard operating experience, of which one year involved substantial responsibility for placing a variety of special calls (e.g., conference calls, long distance calls, and local calls) over varied circuits or routings or

· Must have experience in performing information operator work which required a knowledge of organizational units and major functions of a large multi-division organization, and shall have had one or more years of experience of supervising, which involved organizing, directing and controlling staff

· Must be experienced in maintaining discipline, devising work methods and assignments, establishing performance requirements and arranging work schedules to conform to peak telephone requirements for adequate service.

· Must have ability to communicate, comprehend, use correct grammar and punctuation, and understand instructions, as well as write legibly, is required.

· Shall be dedicated to serve solely in the Medical Facility during administrative working hours and at all other times shall be available, by telephone or pager, for any problems which shall occur, including staffing problems.