Title: Information Center Operator

State Role Title: 19013

Hiring Range: starting at $33,100 (commensurate based on experience)

Pay Band: 3

Agency: Dept Behavioral Health/Develop

Location:Western State Hospital

Agency Website:jobs.virginia.gov

Recruitment Type: General Public - G

Job Duties

Western State Hospital is seeking a Full Time Information Center Operator. The Information Center is the communication center for the facility. This position is responsible for providing positive customer service and service recovery to WSH team members, clients, their family/friends, and the community at large; assist individuals in getting to places within the hospital or get answers to their questions while maintaining a high level of confidentiality with client and employee personal information; share vital information with various departments and local emergency responders during emergency incidents.

The Information Center Operator will also manage access to the facility; provide administrative services and data entry; assist in after-hours admission services for WSH and the Commonwealth Center for Children and Adolescents (CCCA); energetic and flexible professional team member who is dedicated to working their primary shift and adaptive to working other shifts and overtime when needed.

This position is eligible for:

- paid time off
- retirement with cash match
- health, vision, and dental insurance
- life insurance

Minimum Qualifications

- high School Graduate or equivalent
- must have experience in customer service or help desk capacity with ability to communicate clearly and professionally, both verbally and in writing
- proficient in the use of Microsoft Office computer programs, online and computer data entry, access control programs, and dispatching skills using a multi-line telephone systems and two-way radios
- demonstrated abilities in listening, analyzing information, resolving conflicts, problem solving and decision with a highly developed capability of handling complaints and unpleasant customers/situations
- ability to satisfactory complete or resolve simultaneous requests or tasks
- willingness to work any shift (allow for a flexible work schedule) and overtime when needed
- demonstrated ability to work alone in a high stress, fast paced, and occasionally chaotic environment
- ability to perform the physical demands of the position or perform with a reasonable accommodation

Additional Considerations

- certification in Microsoft Office or other computer programs
- extensive experience in healthcare related customer service
- higher education in a customer service or healthcare related field
- bilingual
- veteran

Special Instructions

You will be provided a confirmation of receipt when your application and/or résumé is submitted successfully. Please refer to "Your Application" in your account to check the status of your application for this position.

Western State Hospital is a tobacco free facility in all state buildings and on facility grounds. Submit a completed state application online at https://virginiajobs.peopleadmin.com/. if assistance is needed, contact by email Samantha.Leep@dbhds.virginia.gov. To apply for a job, you must make sure that your online application is complete. MISSING INFORMATION IS AN INCOMPLETE APPLICATION AND WILL NOT BE PROCESSED. Please make sure all telephone numbers/addresses are current and up-to-date. REMEMBER YOUR CONFIRMATION NUMBER. You have not completed applying for this position until you receive a confirmation number. If you are connected to a printer, print the confirmation number so that you can track the progress of your application and click on OK. If you are not connected to a printer, write down the confirmation number and then click on OK. Reasonable accommodations for the application and/or interview processes are available upon request to persons with disabilities per the Americans with Disabilities Act. Minorities, Veterans and people with disabilities are encouraged to apply. WSH is an EEO compliance facility.

In accordance with Executive Directive #18, as a condition of employment, the Commonwealth of Virginia requires all Executive Branch employees, including new hires and contract workers, to disclose their vaccination status. If you are the selected candidate, proof of vaccination will be required during new employee orientation on your first day of work. Employees that are not vaccinated must be tested weekly.

Commonwealth's Alternate Hiring Process: In support of the Commonwealth's commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their Certificate of Disability (COD) provided by a Vocational Rehabilitation Counselor within the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their Certificate of Disability. If you need to get a Certificate of Disability, use this link: https://www.vadars.org/drs/cpid/PWContact.aspx, or call DARS at 800- 552-5019, or DBVI at 800-622-2155.

Contact Information

Name: Samantha Leep

Phone: 540-332-8306

Email: samantha.leep@dbhds.virginia.gov

In support of the Commonwealth's commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly COD) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their AHP Letter. Requesting an AHP Letter can be found at AHP Letter or by calling DARS at 800-552-5019.

Note: Applicants who received a Certificate of Disability from DARS or DBVI dated between April 1, 2022- February 29, 2024, can still use that COD as applicable documentation for the Alternative Hiring Process.