Washington, DC
U.S. Office of Personnel Management
Classification Appeal Decision
Under section 5112 of title 5, United States Code
John Cochran Medical Center
St. Louis Health Care System
Department of Veterans Affairs
St. Louis, Missouri
Damon B. Ford
Acting Classification Appeals and FLSA Claims
Program Manager
Agency Compliance and Evaluation
Merit System Accountability and Compliance
05/04/2021
Date
As provided in section 511.612 of title 5, Code of Federal Regulations (CFR), this decision constitutes a certificate which is mandatory and binding on all administrative, certifying, payroll, disbursing, and accounting officials of the Government. The agency is responsible for reviewing its classification decisions for identical, similar, or related positions to ensure consistency with this decision. There is no right of further appeal. This decision is subject to discretionary review only under conditions and time limits specified in the Introduction to the Position Classification Standards (Introduction), appendix 4, section G (address provided in appendix 4, section H).
Introduction
The appellant’s position is currently classified as a Telephone Operator, GS-0382-04. The position is assigned to the Health Administration Service (HAS), John Cochran Medical Center, St. Louis Health Care System, Veterans Health Administration, Department of Veterans Affairs (VA) in St. Louis, Missouri. The appellant believes her position should be classified as a Telephone Operator, GS-0382-05. We have accepted and decided this appeal under section 5112 of title 5, United States Code (U.S.C.).
General issues
The appellant compares her position to an Emergency Service Dispatcher, GS-05, which she states has a very similar position description (PD) to the Telephone Operators. By law, we must make that decision solely by comparing her current duties and responsibilities to OPM position classification standards (PCS) and guidelines (5 U.S.C. 5106, 5107, and 5112). Since comparison to standards is the exclusive method for classifying positions, we cannot compare the appellant’s position to others, which may or may not be classified properly, as a basis for deciding her appeal.
Position information
Both the appellant and her supervisor have certified to the accuracy of the appellant’s PD #09229-A. The primary purpose of the position is the operation of the hospital telephone system, providing information and emergency response, and a variety of administrative support duties. The appellant must have knowledge of the functions of the St. Louis Health Care System which is a 1A level VA medical facility. The major function of the position is the operation of a UA-5200 telephone switchboard to connect incoming and outgoing calls. The primary receiver for all incoming calls is an automated answering system that directs calls by providing menu options and the opportunity to dial known extensions. This system handles most of the incoming calls while the rest are dealt with by the appellant and her coworkers.
The appellant’s major duties include placing and receiving local, in-house, and outside operator assistance using standard and non-standard procedures. She responds to a variety of calls from persons unable or unwilling to use the automatic answering system regarding hospitalized patients, physicians, and other employees at the facility. She regularly responds and transfers both non-emergency and emergency calls.
The appellant is responsible for monitoring a call code station for emergency calls. In the event of an emergency, the appellant receives a call from a hospital staff member who provides the details of the emergency. She is then responsible for announcing the emergency code over the sound system. In handling her calls she is responsible for the paging services, two-way radio for VA police and engineering, or individually issued pagers. She also maintains the on-call schedules and contacts personnel in cases of after hour emergencies.
The switchboard is operated 24 hours per day, 7 days a week. The appellant rotates through day, evening, and night shifts, but typically works night shifts. The position is supervised by a Supervisory Medical Support Assistant, GS-0679-07. The appellant’s PD and the record material provide much more information about her duties and responsibilities and how they are performed.
In reaching our classification decision, we carefully considered all information provided by the appellant and her agency including her official PD which we have incorporated by reference into this decision. In addition, to gain more information about her work, we conducted a telephone audit with the appellant and a telephone interview with her previous first-level supervisor.
Series, title, and standard determination
The agency classified the appellant’s position in the Telephone Operating Series, GS-0382, titling it Telephone Operator. The GS-0382 series includes one-grade interval work that involves operating or supervising the operation of telephone switchboard equipment to connect incoming and outgoing calls. The work involves routing the calls to their proper destinations and providing telephone and organizational information to callers. To evaluate the grade of the appellant’s position the agency applied the grading criteria in the Position Classification Standard (PCS) for the Telephone Operating Series, GS-0382. The appellant does not contest the agency’s selection of series, title, standard determination, and use of the GS-0382 PCS to grade the position, and we concur. Our application of the grading criteria in that PCS follows.
Grade Determination
The GS-0382 PCS uses the Factor Evaluation System (FES), which employs nine factors. Under the FES, each factor level description in a standard describes the minimum characteristics needed to receive credit for the described level. Therefore, if a position fails to meet the criteria in a factor level description in any significant aspect, it must be credited at a lower level, unless an equally important aspect that meets a higher level balances the deficiency. Conversely, the position may exceed those criteria in some aspects and still not be credited at a higher level. Each factor level has a corresponding point value. The total points assigned are converted to a grade by use of the grade conversion table in the GS-0382 PCS. Our evaluation of the factors follows.
Factor 1, Knowledge Required by the Position
This factor measures the nature and extent of information or facts that the technician must understand to do acceptable work (e.g., steps, procedures, practices, rules, policies, regulations and principles) and the nature and extent of the skills needed to apply those knowledges.
At Level 1-3, the highest level described in the standard, the work requires a thorough knowledge of large, frequently changing organizations with complex subdivisions to direct incoming calls; skill in dealing calmly and courteously with people who are extremely upset or irate; skill in questioning callers, who often can provide only sketchy information, in order to direct them to the proper organizational component; knowledge of alternative routing options and procedures to make efficient outgoing connections and to connect high priority or emergency calls when ordinary methods fail; and knowledge of the capabilities of the telephone system and skill in the procedures necessary to connect a number of parties on one or both ends of complicated conference calls, and to arrange two-party or conference calls by appointment. A work illustration in the PCS at Level 1-3 describes an employee who operates a telephone switchboard for a large hospital. The employee answers and places the more complex calls when the caller is upset or angry. They also place calls to other facilities or hospitals and sometimes assist in placing conference calls.
The appellant’s position meets, but does not exceed, Level 1-3. Like this level, the appellant operates a telephone switchboard (UA 5200) for a medical campus that includes one main large hospital and two smaller healthcare facilities (i.e., John Cochran and Jefferson Barracks Divisions), eight outpatient clinics with four offsite, and one Recovery Center. She must have thorough knowledge of the hospital’s complex subdivisions in order to direct incoming calls. The callers that are unable or unwilling to use the auto answering system are those handled by the appellant. These callers may be upset or irate because they are unable to have their calls completed by the automatic system or who find the menu system confusing. Many may be seeking information on patients, appointments, or specialty clinics but do not know the specific extensions. In such cases, the appellant must exercise skill in screening and questioning them so she can direct them to the proper organizational component. She provides answers to a variety of inquiries regarding hospitalized patients, physicians, and other employees of the facility. The appellant has access to the patient locator portion of the VA’s VISTA computer system and must sometimes handle various calls simultaneously.
Like Level 1-3, the appellant must be knowledgeable in handling all emergency calls such as cardiac arrest, fire alarms, etc., and notify all appropriate personnel immediately of the emergency. These calls are answered at the “code station,” which is a unit where internal emergencies are communicated. It is a separate unit that the telephone operators oversee. In the event of an emergency, someone will call #5333 to reach the appellant. The appellant must pause non-emergency calls to immediately answer the code station call using alternative routing procedures. During the call the appellant retrieves the name, room number, floor number, and details of the case. She then announces the emergency through code over the hospital sound system after sending a pager number to emergency staff. The emergency staff then contacts the VA police.
If the emergency call occurs at the Jefferson Barracks, the appellant must call that specific sound system using an alternative procedure. The appellant must remain on the line with the caller and connect with the police and/or an ambulance, and then speak with the police or medical staff to exchange information. The appellant contacts the VA police to provide the information as well.
This factor is evaluated at Level 1-3 and 350 points are credited.
Factor 2, Supervisory Controls
This factor covers the nature and extent of direct or indirect controls exercised by the supervisor, the employee’s responsibility, and the extent of review of completed work.
At Level 2-2, the only level for this factor described in the PCS, the supervisor provides general instructions concerning established practices and policies, oral or written instructions concerning special circumstances, and changing priorities. The supervisor provides more specific instructions on new procedures, usually in training sessions, and as necessary, on unusual assignments. Employees work independently, carrying out recurring duties without specific instructions, especially when serving as sole operator without a supervisor readily available. Employees consult the supervisor when normal approaches and procedures do not solve problems. The supervisor reviews the work by occasional monitoring for quality and by spot-checking logs for adherence to established procedures.
The appellant’s position meets Level 2-2. Like this level, the supervisor provides general instructions concerning established practices and policies and oral or written instructions for special situations and changing priorities. The supervisor also provides more specific instructions on new procedures and processes, usually face-to-face in a training-session type setting if needed. The appellant is expected to work independently, receiving calls and independently providing answers to a variety of complex inquiries regarding hospitalized patients, physicians, and other employees of the facility. When serving as the sole operator, the appellant performs these duties without specific instructions. The supervisor is available for unusual or unprecedented situations or inquiries. Also typical of this level, the supervisor reviews the work by occasionally monitoring calls, following up on customer complaints and comments, and by spot-checking the end of tour logs for adherence to established procedures.
This factor is evaluated at Level 2-2 and 125 points are credited.
Factor 3, Guidelines
This factor covers the nature of guidelines and the judgment needed to apply them.
At Level 3-2, the highest level for this factor described in the PCS, employees use established procedures, a variety of manuals concerning operating the telephone system, and directories that cover individual organizational components and/or names. Employees must choose the appropriate manual or directory and may make minor adaptations in established procedures. Employees recognize and refer to the supervisor unprecedented problems not covered by the guidelines, such as inability to access through normal procedures telephone trunks needed for high priority calls.
The appellant’s position meets, but does not exceed, Level 3-2. Like this level, the appellant’s position requires the use of established procedures, manuals on operating the telephone system, and directories that cover individual organizational components and/or names. The appellant contributes to the creation of the hard copy directories, provide suggestions on the content of standard operating procedures, and makes minor adaptations when applying them. Like Level 3-2, the appellant recognizes and refers to the supervisor unprecedented problems not covered by the instructions.
This factor is evaluated at Level 3-2 and 125 point are credited.
Factor 4, Complexity
This factor covers the nature, number, variety, and intricacy of tasks, steps, processes, or methods in the work performed; the difficulty in identifying what needs to be done; and the difficulty and originality involved in performing the work.
At Level 4-2, the highest level for this factor described in the PCS, the employee operates a telephone system to direct local and routine or complicated long-distance calls of various precedence and security levels using related sets of procedures. Employees may also monitor alarm systems, pagers, and use radios to transmit information in emergency situations. Employees frequently must interview callers to determine where to route the calls. Decisions depend on such things as the destinations and priority levels of calls, security levels, and system capabilities.
The appellant’s position meets, but does not exceed, Level 4-2. Like this level, the appellant performs a variety of duties or tasks that involve related steps, processes, or methods. The appellant operates a telephone system to direct local routine and complex, non-routine, calls, using procedures to deal with questions of routing precedence including responding to emergency calls. The appellant also connects with other hospital systems to conduct patient transfers. Like Level 4-2, the appellant also monitors an emergency code station and uses two-way radios and overhead paging systems to transmit information in emergency situations. The appellant must frequently interview the callers to determine where to route calls. The appellant’s decisions depend on such things as the destinations and priority levels of calls, security levels, and system capabilities.
This factor is evaluated at Level 4-2 and 75 points are credited.
Factor 5, Scope and Effect
This factor covers the relationship between the nature of the work, i.e., the purpose, breadth, and the depth of the assignment, and the effect of work products or services both within and outside the organization.
At Level 5-2, the highest level for this factor described in the standard, the purpose of the work is to operate a telephone system to connect the more complicated calls in accordance with established procedures. The work affects the accurate and reliable transmission of national defense, medical, or other important messages.
The appellant’s position meets, but does not exceed, Level 5-2. Like this level, the primary purpose of the appellant’s position is to operate a telephone system to provide and assist in routine and complex calling situations, i.e., medical emergencies or crisis intervention. The appellant receives calls from patients and sets up and places calls to provide service for medical and other personnel. She also connects with other hospital systems to conduct patient transfers, and monitors emergency code stations and responds in accordance with established procedures. Her work affects the accurate, timely, and reliable transmission of medical messages.
This factor is evaluated at Level 5-2 and 75 points are credited.
Factor 6 & 7, Personal Contacts and Purpose of Contacts
This combined factor addresses the nature and purpose of personal contacts regularly required to perform the work of the position. Contacts credited under Factor 6 must be the same contacts credited under Factor 7.
Personal Contacts
At Level 6-2, the highest level for this factor described in the PCS, contacts are with users of the telephone system, with Government and commercial operators in other locations, and sometimes with contractors for repairs. Some of the contacts occur regularly and others only as problems occur, such as failure of calls to go through the system. Some of the callers may be distraught or abusive.
The appellant’s personal contacts meet but do not exceed Level 6-2. Like this level, the appellant’s regular contacts are with a variety of users of the telephone system including the general public, patients, medical center personnel, and staff at other medical facilities, agencies, and organizations. She frequently has contact to arrange connections between callers and medical departments and clinics and responds to alarms and requests for emergency services. She deals with frustrated callers regarding medical care requests, and those who are distraught, in crisis, irate or abusive.
Purpose of Contacts
At Level 7-a., the purpose of the contacts is to exchange information necessary to connect callers with the appropriate organizations or individuals.
At Level 7-b., the purpose of contacts is to work with others in solving problems, such as with telephone operators in other locations to make difficult connections or with repair technicians to locate telephone equipment and line problems.
The purpose of the appellant’s contacts meets but does not exceed Level 7-a. Like this level, the appellant’s contacts are for the purpose of exchanging information needed to connect callers with medical departments and staff including handling emergency situations. She also provides guidance and direction, to callers on administrative matters. However, unlike Level 7-b. the appellant’s contacts do not involve working with others to solve problems such as those involving other telephone operators in other locations to make difficult connections or with repair technicians to locate telephone equipment and line problems. The focus of the appellant’s work is to exchange information and connect callers to appropriate medical staff, the call center, and facility departments, including emergencies where she connects those in need with those individuals designated to assist (i.e. the installation VA police).
Based on a combination of Level 6-2 and 7-a. a total of 45 points are credited.
Factor 8, Physical Demands
This factor describes the nature of physical demands placed on the employee.
At Level 8-1, the only level for this factor described in the PCS, the work is usually sedentary but may involve some standing and walking to consult directories and manuals. The appellant’s position meets this level as she performs her duties primarily sitting for prolonged periods of time with occasional walking, bending, or standing to retrieve log keys or get information from the alarm computer.
This factor is evaluated at Level 8-1 and 5 points are credited.
Factor 9, Work Environment
This factor describes the physical surroundings in which the employee works and any special safety regulations or precautions that the employee must observe to avoid mishaps or discomfort.
At Level 9-1, the only level for this factor described in the PCS, the work is normally performed in a well-lighted, temperature-controlled room. Normal safety precautions are required. The appellant’s position meets this level in that her work is performed in an office setting furnished with adequate supplies, equipment and furniture to carry out duties.
This factor is evaluated at Level 9-1 and 5 points are credited.
Summary of FES factors
| Factor | Level | Points |
| 1. Knowledge Required by the Position | 1-3 | 350 |
| 2. Supervisory Controls | 2-2 | 125 |
| 3. Guidelines | 3-2 | 125 |
| 4. Complexity | 4-2 | 75 |
| 5. Scope and Effect | 5-2 | 75 |
| 6. & 7. Personal Contacts and Purpose of Contacts | 6-2, 7-a | 45 |
| 8. Physical Demands | 8-2 | 5 |
| 9. Work Environment | 9-1 | 5 |
| Total Points | 805 |
Total 805
A total of 805 points falls within the GS-04 range (655-850) on the grade conversion table provided in the GS-0382 PCS.
Decision
The appellant’s position is properly classified as Telephone Operator, GS-0382-04.