Program Coordinator- Telephone Switchboard Operator Service

The Program Coordinator (PC) is responsible for managing and implementing all contract requirements for the Telephone Switchboard Operator Service at the Hampton VA Medical Center. This role organizes, directs, and coordinates planning efforts while overseeing all program support activities to ensure smooth, efficient, and compliant operations. The PC plays a key role in maintaining adherence to legal requirements, contract provisions, and overall business objectives. This position analyzes workflow and staff assignments to support cost‑effective operations, identifies opportunities for process or service improvements, and develops and implements solutions that enhance program performance. The PC serves as a primary point of contact for problem resolution and data gathering, providing interpretation of operational data and advising management on trends, issues, and improvement strategies.

The PC is also responsible for coordinating activities to meet quality standards and supporting the performance of the quality management system. This includes monitoring program performance, producing data and reports, and advising on changes or improvements where appropriate. The PC provides input on training needs, tools, and techniques to help staff achieve and maintain quality expectations, contributing to a consistent and reliable communication service for the medical center.

Key Responsibilities

• Manage and implement all contract requirements for the Telephone Switchboard Operator Service.
• Organize, direct, and coordinate planning and program support activities.
• Ensure compliance with legal, contractual, and organizational requirements.
• Analyze workflow and assignments to support efficient and cost‑effective operations.
• Develop and implement process, program, or service improvements.
• Serve as a primary contact for problem resolution and operational data gathering.
• Interpret data and advise management on performance trends and improvement opportunities.
• Coordinate activities to meet established quality standards.
• Monitor and advise on the performance of the quality management system.
• Produce performance data and reports for internal and external stakeholders.
• Provide input on training, tools, and techniques to support quality achievement.

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).