Switchboard Supervisor / Telephone Operator

Innovation At Work, Inc. (IAW) is seeking an experienced Switchboard Supervisor/Telephone Operator to support the Miami VA Medical Center / Miami VA Healthcare System.

This is a working supervisor position. The Supervisor will assist with the daily supervision and performance of the IAW switchboard team while also performing Telephone Operator duties as operational needs require.

The position supports switchboard operations seven days per week, including weekends and holidays, and is responsible for helping ensure adequate staffing, employee performance, timekeeping compliance, quality control, and adherence to IAW policies, VA procedures, government protocols, and contract requirements.

Primary Responsibilities

• Oversee daily switchboard operations in accordance with IAW policies, VA requirements, government protocols, and contract requirements.
• Perform regular Telephone Operator duties, including answering and processing incoming calls.
• Work alongside Telephone Operators and assist with call volume, staffing shortages, call-outs, breaks, emergencies, and other operational needs.
• Answer operator-assisted calls promptly and accurately and route callers to the appropriate VA department, service, employee, or extension.
• Provide professional and courteous service to Veterans, patients, VA employees, visitors, and the general public.
• Handle emergency and priority communications, including STEMI, telephone alarms, fire alarms, stroke alerts, and suicide crisis calls.
• Operate and support the VA paging system and other telecommunications equipment.
• Communicate emergency situations to VA Police and Security personnel as required.
• Maintain required operator and unusual-incident logs and ensure significant events are properly documented.
• Monitor employee attendance, professionalism