Career Opportunity

Telephone Operator - SFO (1706)

Recruitment: RTF0126221-01137102

Published: October 31, 2022

Apply using SmartRecruiters, the City and County of San Francisco's application portal.

About:

• Application Opening: October 28, 2022
• Application Deadline: November 14, 2022
• Compensation Range:  $55,094.00-$66,950.00/annually
• Recruitment ID: CBT-1706-126222

Role description

Under supervision, the Telephone Operator performs the duties of an attendant console operator, operating voice communications equipment, public address and/or paging systems, computerized telecommunication hardware and software, while performing related clerical duties as required.  The essential functions of the class include:  answers, screens, and transfers incoming and outgoing calls; assembles phone directory information from various sources to maintain and update telephone directory information; reports hardware/software problems on communications equipment to supervisor and/or appropriate departmental personnel to insure effective telephone communication services; provides accurate, clear and timely information to the public and appropriate principals in emergency situations; composes and types e-mail correspondence to facilitate repairs, maintenance of equipment or maintenance of telephone directories; Utilizes courtesy announcement systems and visual paging systems to facilitate departmental operations; greets the public and provides directions and general information; and trains others in the operation of a voice communication console and other equipment.

• 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
• Assembles phone directory information from various sources to maintain and update telephone directory information. Performs phone and voicemail system modifications to support internal operations 
• Reports hardware/software problems with equipment to the supervisor and/or appropriate departmental personnel
• Provides accurate, clear, and timely information to the public and appropriate principals in emergency situations, as necessary
• Utilizes courtesy announcement systems and visual paging systems to facilitate departmental operations
• Answers queries and provides directions and general information to staff, members of the public, and other interested parties
• Perform other functions outlined in the 1706 job classification 

How to qualify

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

SUPPLEMENTAL INFORMATION: Departments may require Telephone Operators to work assigned shifts, weekends, holidays and overtime.

Note: One year of full-time employment is equivalent to 2000 hours. (2000 hours of qualifying work experience is based on a 40-hour work week.) Any overtime hours that you work above forty (40) hours per week are not included in the calculation to determine full-time employment. 

Note: The above minimum qualifications reflect special conditions associated with the position(s) to be filled. They may differ from the standard minimum qualifications associated with this class code. 

Verification: Applicants may be required to submit verification of qualifying education and experience at any point during the recruitment and selection process. If education verification is required, information on how to verify education requirements, including verifying foreign education credits or degree equivalency, can be found at https://sfdhr.org/how-verify-education-requirements.

• For verification of work experience: Writing verification must be submitted on the employer’s official letterhead, specifying name of employee, dates of employment, types of employment (part-time/full-time), job title(s), description of duties performed, and the verification must be signed by the employer. City employees will receive credit for the duties of the class to which they are appointed. Credit for experience obtained outside of the employee’s class will be allowed only if recorded in accordance with the provisions of the Civil Service Commission Rules. Experience claimed in self-employment must be supported by documents verifying income, earnings, business license and experience comparable to the minimum qualifications of the position. Copies of income tax papers or other documents listing occupations and total earnings must be submitted. 
• For verification of the ability to type 35 words per minute: Applicants must submit a typing certificate obtained from a business school, vocational training center, employment agency, or other related agency. Online typing certificates will not be accepted. In order to be accepted, typing certificates must be printed on the letterhead from the issuing agency and must contain the following information: 
  • Name of applicant 
  • Name of issuing agency
  • Length of the test (must be at least five minutes)
  • Gross words per minute (WPM) typed
  • Net words per minute (WPM) typed
  • Number of errors
  • Date of certificate (must be dated within the past six months)
  • Signature of person administering test

Note: Falsifying one’s education, training, or work experience or attempted deception on the application may result in disqualification for this and future job opportunities with the City and County of San Francisco. 

All work experience, education, training, and other information substantiating how you meet the minimum qualifications must be included on your application by the filing deadline. Information submitted after the filing deadline will not be considered in determining whether you meet the minimum qualifications.

Resumes will not be accepted in lieu of a completed City and County of San Francisco application. Applications completed improperly may be cause for ineligibility, or disqualification or may lead to lower scores. 

Selection Procedures: After application submission, candidates deemed qualified must complete all subsequent steps to advance in this selection process, which includes the following: 

Minimum Qualification Supplemental Questionnaire (Weight: Qualifying): Candidates will be required to complete an MQSQ as part of the employment application. This MQSQ is designed to obtain specific information regarding an applicant's experience in relation to the Minimum Qualifications (MQ) for this position. The MQSQ will be used to evaluate if the applicant possesses the required minimum qualifications.

Training and Experience Evaluation (Weight: 50%): Applicants will be prompted to complete a supplemental Questionnaire (Section 2) as part of the online employment application. Candidates will be evaluated and scored based on the information provided in their job application and supplemental questionnaire to determine their possession of the knowledge, skills, and abilities required for the 1706 Telephone Operator position. All relevant experience, education, and/or training must be on the supplemental questionnaire in order to be reviewed in the rating process.

Supplemental Questionnaire Evaluation (Weight: 50%): At a later date, candidates who meet the minimum qualifications will be sent, via email, a separate supplemental questionnaire designed to measure knowledge, skills, and/or abilities in job-related areas which may include but not be limited to:

• Knowledge of general clerical procedures
• Knowledge of forms and functions of various computerized telecommunication systems
• Ability to understand and speak English clearly and quickly over a voice telecommunication system
• Ability to read and interpret written information such as telephone listings
• Ability to write messages legibly and accurately, including those for paging and information
• Ability to remain calm in emergency situations
• Ability to work courteously, tactfully, and effectively with the public and city personnel over the voice telecommunication system
• Ability to operate a single or multiple line telecommunication system
• Skill to retrieve and enter information using various software applications on various platforms
• Skill in using software programs such as Word, Excel, and Access
• Skill to operate a computer data terminal

A passing score must be achieved on the Supplemental Questionnaire Evaluation in order to continue in the selection process. Applicants will be given a deadline to return the
Supplemental Questionnaire. Those who do not respond by the established deadline will not be added to the eligible list resulting from this process.

Eligible List/Score Report: A confidential eligible list of applicant names that have passed the civil service examination process will be created, and used for certification purposes only. An examination score report will be established, so applicants can view the ranks, final scores and number of eligible candidates. Applicant information, including names of applicants on the eligible list, shall not be made public unless required by law. However, an eligible list shall be made available for public inspection, upon request, once the eligible list is exhausted or expired and referrals resolved. The eligible list/score report resulting from this civil service examination process is subject to change after adoption (e.g., as a result of appeals), as directed by the Human Resources Director or the Civil Service Commission. 

The duration of the eligible list resulting from this examination process will be of twelve (12) months, and may be extended with the approval of the Human Resources Director.

What else should I know?

Terms of Announcement and Appeal Rights: Applicants must be guided solely by the provisions of this announcement, including requirements, time periods and other particulars, except when superseded by federal, state or local laws, rules or regulations. [Note: The correction of clerical errors in an announcement may be posted on the Department of Human Resources website at https://careers.smartrecruiters.com/CityAndCountyOfSanFrancisco1/. The terms of this announcement may be appealed under Civil Service Rule 110.4. Such appeals must be submitted in writing to the Department of Human Resources, 1 S Van Ness Avenue, 4th Floor, San Francisco, CA 94103-5413 by close of business on the 5th business day following the issuance date of this examination announcement. Information concerning other Civil Service Commission Rules involving announcements, applications and examination policies, including applicant appeal rights, can be found on the Civil Service Commission website at http://sfgov.org/civilservice/rules. 

Background Investigation: Positions with the San Francisco Airport Commission that require security clearance prior to employment may be required to have a thorough background investigation to determine the candidate’s suitability for employment. The investigation includes a search into records held by the criminal justice system, credit reporting agencies, the Dept. of Motor Vehicles, as well as contact with references, employers, and others who have knowledge of the candidate. Reasons for rejection based on this investigation may include, but not be limited to: applicable convictions, repeated or serious violations of the law, use of controlled substances and alcohol, inability to work well with co-workers, inability to accept supervision, inability to follow rules and regulations, falsification of application materials, and/or other relevant factors. Candidates may be required to undergo drug/alcohol screening and must clear Department of Justice and Federal Bureau of Investigation fingerprinting. The background investigation will also meet Transportation Security Administration requirements (TSA Section 1542.209). Per Civil Service Commission Rule Section 110.9.1, every applicant for an examination must possess and maintain the qualifications required by law and by the examination announcement for the examination. Failure to obtain and maintain security clearance may be basis for termination from employment with the Airport Commission.

Transportation Security Administration (TSA) Security Clearance: Candidates for employment with the San Francisco Airport Commission are required to undergo a criminal history record check, including FBI fingerprints, and Security Threat Assessment in order to determine eligibility for security clearance and may be required to undergo drug/alcohol screening.  Per Civil Service Commission Rule Section 110.9.1, every applicant for an examination must possess and maintain the qualifications required by law and by the examination announcement for the examination.  Failure to obtain and maintain security clearance may be basis for termination from employment with the Airport Commission.

Additional Information Regarding Employment with the City and County of San Francisco: Information About the Hiring Process, Conviction History, Employee Benefits Overview, Equal Employment Opportunity, Disaster Service Worker, ADA Accommodation, Veterans Preference, Seniority Credit in Promotional Exams, Right to Work, Copies of Application Documents, Diversity Statement

HOW TO APPLY: Applications for City and County of San Francisco jobs are only accepted through an online process. Visit https://careers.smartrecruiters.com/CityAndCountyOfSanFrancisco1/ and begin the application process. 
•    Select the “I’m Interested” button and follow instructions on the screen 

Applicants may be contacted by email about this recruitment and, therefore, it is their responsibility to ensure that their registered email address is accurate and kept up-to-date. Also, applicants must ensure that email from CCSF is not blocked on their computer by a spam filter. To prevent blocking, applicants should set up their email to accept CCSF mail from the following addresses (@sfgov.org, @sfdpw.org, @sfport.com, @flysfo.com, @sfwater.org, @sfdph.org, @asianart.org, @sfmta.com, @sfpl.org, @dcyf.org, @first5sf.org, @famsf.org, @ccsf.edu, @smartalerts.info, and @smartrecruiters.com). 

Applicants will receive a confirmation email that their online application has been received in response to every announcement for which they file. Applicants should retain this confirmation email for their records. Failure to receive this email means that the online application was not submitted or received. 

Exam Analyst Information: If you have any questions regarding this recruitment or application process, please contact the exam analyst at Ken Watts at Kenneth.watts@flysfo.com.  
 

CONDITION OF EMPLOYMENT:  All City and County of San Francisco employees are required to be fully vaccinated against COVID-19 as a condition of employment. Someone is fully vaccinated when 14 days have passed since they received the final dose of a two-shot vaccine or a dose of a one-shot vaccine. Any new hire must present proof of full vaccination status to be appointed. Any new hire who will be routinely assigned or occasionally enter High-Risk Settings, must provide proof of having received a COVID-19 booster vaccine by March 1, 2022, or once eligible.

The City and County of San Francisco encourages women, minorities and persons with disabilities to apply. Applicants will be considered regardless of their sex, race, age, religion, color, national origin, ancestry, physical disability, mental disability, medical condition (associated with cancer, a history of cancer, or genetic characteristics), HIV/AIDS status, genetic information, marital status, sexual orientation, gender, gender identity, gender expression, military and veteran status, or other protected category under the law.