1708-Senior Telephone Operator

Job description

CITY AND COUNTY OF SAN FRANCISCO

DEPARTMENT OF HUMAN RESOURCES

JOB CODE TITLE: SENIOR TELEPHONE OPERATOR JOB CODE: 1708 Business Unit: COMMN, SFMTA

DEFINITION

Under general supervision, the Senior Telephone Operator performs the duties of an attendant

console operator, operating voice and data communication equipment, Public Branch

Exchange, Centrex, emergency and monitoring equipment, and related systems. The 1708

Senior Telephone Operator is the journey-level classification in the Telephone Operator series.

DISTINGUISHING FEATURES

The 1708 Senior Telephone Operator is distinguished from the 1706 Telephone Operator in that the 1706 is the entry-level class in the series and does not act as lead to other operators. The 1708 is distinguished from the 1710 Chief Telephone Operator in that incumbents in

classification 1710 perform the full range of supervisory duties.

SUPERVISION EXERCISED

Acts as lead operator, and provides instructions and guidance to telephone operators.

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 routes incoming calls.

2. Uses computers to provide information to the public regarding public events and City

functions.

3. Updates personnel and departmental directories and databases. Reports hardware and/or

software problems with equipment to the appropriate vendor, supervisors, and/or other city

personnel.

4. Trains and instructs operators in the procedural operation of a voice and data

communication console and related equipment.

5. Supervises/acts as lead operator by issuing work assignments and monitoring work

schedules and performance.

6. Operates two-way radio communication equipment in order to communicate emergency and

other third-party information to mobile units and institutional police, to communicate with

disaster teams during drills, actual disasters or when the telephone network is not

functioning.

7. Dispatches teams of medical emergency workers in response to code blues and other

requests for emergency assistance.

8. Operates overhead public address system for public announcements and paging

employees.

9. Schedules repairs and installations of equipment by coordinating with the Department of

Technology, Information Services, and other service providers such as telecommunication

carriers and other vendors.

KNOWLEDGE, SKILLS, AND ABILITIES

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

telecommunication systems, code blue and other emergency signals.

Ability or Skill to: operate a computer data terminal; understand and speak English clearly,

effectively and quickly; provide accurate information to callers; read written information and

operate multi-line computerized voice communication equipment, Public Branch Exchange and

related systems with precision, speed, dexterity, control, and ease; answer, screen, and route

incoming calls; work courteously, tactfully and effectively with the public, departmental

employees, City personnel and/or outside organizations; prepare telephone activity and

equipment problem reports; serve as lead worker; operate two-way radio communication

equipment and public address system; write messages including those of an emergency nature that require immediate action clearly and route messages accurately; operate two-way radio communication equipment and public address system.

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:

One (1) year of experience as an operator of a multiple line voice communication console or a

computerized telecommunication system. Ability to type 35 words per minute.

License and Certification:

Substitution:

SUPPLEMENTAL INFORMATION

May be required to work alone on a shift; work day, evening, night, holidays and/or weekend

shifts; respond to angry callers, disasters, and emergencies; and manage multiple tasks for

immediate action.

PROMOTIVE LINES

To: 1710 Chief Telephone Operator

From: 1706 Telephone Operator

ORIGINATION DATE: 01/12/1961

AMENDED DATE: 08/13/1999; 09/28/06; 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.

BUSINESS UNIT(S): COMMN SFMTA

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