What are the responsibilities and job description for the Switchboard Operators/ Telephone Operators- VA Central California Health Care System, Fresno position at ValCorp?
Position Summary
ValCorp is seeking professional and reliable Switchboard Operators / Telephone Operators to support the VA Central California Health Care System's 24/7 switchboard operations. Operators manage incoming and outgoing calls, emergency notifications, paging systems, and message routing in accordance with VA policies and the Performance Work Statement (PWS).
Essential Duties and Responsibilities
- Answer incoming calls promptly, within required timeframes, and route callers to the appropriate department, extension, or resource.
- Operate Cisco Finesse System phones, land lines, paging systems, radios, and other designated communication equipment.
- Respond immediately to emergency codes, alarms, critical notifications, and other urgent communication requirements.
- Assist staff and patients with outgoing calls, including EIS and commercial calls as permitted by procedure.
- Maintain logs of equipment malfunctions, call issues, or system concerns and report issues to VA OIT or designated personnel.
- Prevent unauthorized long-distance, collect, or otherwise prohibited calls in accordance with established procedures.
- Index patient and employee locations using approved computer systems and maintain accurate routing information.
- Follow established bomb threat, fire, disaster, emergency, and escalation procedures.
- Maintain courteous, clear, and professional communication with callers, staff, patients, and visitors at all times.
Minimum Qualifications
- High school diploma or equivalent.
- Strong communication, customer service, and telephone etiquette skills.
- Ability to work nights, weekends, holidays, and varying shifts based on operational needs.
- Ability to obtain a VA badge and successfully complete required background checks.
- Basic computer proficiency and ability to use communication-related systems accurately.
- Ability to remain calm, professional, and responsive during emergency or high-volume situations.
Preferred Qualifications
- Prior switchboard, telephone operator, call center, or dispatch-related experience.
- Experience in medical, hospital, government, or other regulated service environments.
- Familiarity with Cisco Finesse or similar telephone and call-routing systems.
Preferred Competencies
- Call routing and communication accuracy
- Professional telephone etiquette
- Emergency response support
- Computer and system navigation
- Reliability, punctuality, and attention to detail
All Contractor personnel performing work under this contract must complete a favorable background investigation and be eligible to obtain a Department of Defense (DoD) Common Access Card (CAC).
Salary : $37,000 - $48,000