1706-Telephone Operator

Job description

CITY AND COUNTY OF SAN FRANCISCO

DEPARTMENT OF HUMAN RESOURCES

JOB CODE TITLE: TELEPHONE OPERATOR JOB CODE: 1706

Business Unit: COMMN, SFCCD

DEFINITION

Under supervision, the Telephone Operator performs the duties of an attendant console

operator, operating voice communication equipment, and related clerical duties as required. The 1706 Telephone Operator is the entry-level position in the Telephone Operator series.

DISTINGUISHING FEATURES

The 1706 Telephone Operator is distinguished from the 1708 Senior Telephone Operator in that the 1708 is the journey-level class in the series and acts as lead to other operators. The 1706 is distinguished from the 1710 Chief Telephone Operator in that incumbents in classification 1710 perform the full range of supervisory duties.

SUPERVISION EXERCISED

None.

EXAMPLES OF IMPORTANT AND ESSENTIAL DUTIES

According to Civil Service Commission Rule 109, the duties specified below are representative of the range of duties

assigned to this job code/class and are not intended to be an inclusive list.

1. Answers, screens, and transfers incoming and outgoing calls, as appropriate, in the course

of departmental business. This may include placing long distance phone calls and/or

accepting and transferring emergency phone calls as necessary.

2. Assembles phone directory information from various sources to maintain and update

telephone directory information. Performs phone and voicemail system modifications to

support internal operations. Monitors return of assigned communication devices.

3. Reports hardware/software problems with equipment to supervisor and/or appropriate

departmental personnel.

4. Provides accurate, clear, and timely information to the public and appropriate principals in

emergency situations, as necessary.

5. Utilizes courtesy announcement systems or visual paging systems to facilitate departmental

operations.

6. Answers queries and provides directions and general information to staff, members of the

public, and other interested parties.

KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge of: general clerical procedures; forms and functions of various computerized

telecommunication systems.

Ability and Skill to: understand and speak English clearly and quickly over a voice

telecommunication system; read and interpret written information such as telephone listings;

legibly and accurately write messages, including those for paging and information; remain calm in emergency situations; work courteously, tactfully and effectively with the public and city

personnel over the voice telecommunication system; operate a single or multiple line

telecommunication system; retrieve and enter information using various software applications

on various platforms; software programs such as Word, Excel and Access; operate a computer

data terminal.

MINIMUM QUALIFICATIONS

These minimum qualifications establish the education, training, experience, special skills and/or license(s) which are required for employment in the classification. Please note, additional qualifications (i.e., special conditions) may apply to a particular position and will be stated on the exam/job announcement.

Education:

Experience:

Six (6) months of experience as an operator of a multiple line voice communication console or a computerized telecommunications system. Ability to type 35 words per minute.

License and Certification:

Substitution:

SUPPLEMENTAL INFORMATION

Departments may require Telephone Operators to work assigned shifts, weekends, holidays

and overtime.

PROMOTIVE LINES

To: 1708 Senior Telephone Operator

EFFECTIVE DATE: 1/12/61

AMENDED DATE(S): 1/11/00; 1/13/05; 07/17/19

REASON FOR AMENDMENT:

To accurately reflect the current tasks, knowledge, skills and abilities defined in the most recent job analysis conducted for this job code.

Standard information

Disaster service work

All City and County of San Francisco employees are designated Disaster Service Workers through state and local law (California Government Code Section 3100-3109). Employment with the City requires the affirmation of a loyalty oath to this effect. Employees are required to complete all Disaster Service Worker-related training as assigned, and to return to work as ordered in the event of an emergency.

Historic and future compensation