Job Details

Telephone Switchboard Operator

We are seeking highly professional and reliable Telephone Switchboard Operators to provide critical communication support at the Salem VA Medical Center. Operators will serve as the front-line voice for the hospital, handling up to 1,600 calls per day, assisting with emergencies, paging, and general inquiries. This position requires excellent communication skills, calm under pressure, and attention to detail while operating the hospital's CISCO telephone systems.

Key Responsibilities

General Operations:

• Provide 16-hour daily coverage from 7:00 AM to 11:00 PM, 7 days/week (including holidays).
• Answer and route all incoming calls promptly, courteously, and professionally.
• Respond to operator-assisted calls within 3 rings.
• Give regular hold updates every 60 seconds.
• Utilize government-provided CISCO phone systems and Dell workstations.

Emergency Response & Paging:

• Respond immediately to emergency calls including:
• Cardiac Arrests (Code Blue)
• Fire Alarms
• Bomb Threats
• Code White (Violent Incidents)
• Disasters or System Failures
• Follow protocols to contact medical personnel, VA Police, or designated staff.
• Log and report all emergency activity in the Daily Report and Emergency Incident Log.
• Initiate and manage the paging system for in-house and external personnel.
• Conduct and document Code Blue tests at the start of each shift.

Administrative Duties:

• Maintain operator logs, call records, and emergency communications.
• Submit a Daily Summary Report to the COR by 9:30 AM (Monday through Friday).
• Handle general information requests or refer appropriately.
• Maintain and update on-call staff rosters.
• Perform troubleshooting and logging of system or equipment failures.

Qualifications

Required Skills & Experience:

• Prior experience in a high-volume call center, medical facility, or emergency communication role preferred.
• Strong verbal communication skills with a clear, pleasant, and professional telephone manner.
• Ability to multi-task and remain calm under pressure.
• Proficiency with basic computer operations (Windows 7/10).
• Ability to accurately follow emergency procedures and scripts.

Language Requirements:

• Must speak, read, write, and understand English fluently.

Schedule

• Shifts are from 7:00 AM 11:00 PM, scheduled across weekdays, weekends, and all holidays.
• Peak call volume times:
• 9:00 AM 12:00 PM
• 2:00 PM 4:00 PM
• 6:00 PM 9:00 PM

Compliance & Conduct

• Must comply with all VA Medical Center security, attire, and conduct policies.
• Wear Government-issued identification badge at all times.
• Maintain a clean and professional appearance.
• Smoking, vaping, and use of tobacco products is prohibited on all VHA property.
• Personal calls are only permitted on public telephones during designated breaks.

Additional Requirements

• Collect calls may be accepted only as authorized by VA policy.
• Safeguard the immediate work area from unauthorized personnel.
• Maintain confidentiality and uphold HIPAA and federal regulations.
• Must be authorized to work in the U.S. and pass any required background/security checks.

Tools & Equipment Provided

• CISCO 8841/8851 telephones
• Dell computers (Windows 7/10)
• Headsets
• Emergency backup phone systems
• Logs, emergency forms, directories, and paging systems

Why Join Us?

Working at the Salem VA Medical Center means being part of a mission-driven team that supports the healthcare needs of our nation's Veterans. As a Telephone Switchboard Operator, you'll play a vital role in emergency response, patient safety, and operational continuity. You'll work in a structured, supportive environment where every call you answer makes a difference.