Career Opportunity

Telephone Operator - Access to City Employment (ACE) (1706)

Recruitment: REF3102J

Published: November 01, 2022

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About:

The Access to City Employment Program (ACE) seeks to hire qualified individuals with a disability into permanent entry-level jobs outside the normal civil service selection process. To be hired through the ACE Program, individuals must meet the minimum qualifications of the job and provide a Certification of Disability from the California Department of Rehabilitation or a Veterans Preference Letter from the U.S. Department of Veterans Affairs.

Role description

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.

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 the 1706 Telephone Operator 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.

How to qualify

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. 

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. Substitution:

What else should I know?

Notes: Supplemental Information: Departments may require Telephone Operators to work assigned shifts, weekends, holidays and overtime. Promotive Lines: To: 1708 Senior Telephone Operator ORIGINATION DATE: 01/12/1961 AMENDED DATE: 01/11/10; 01/13/05; 07/17/19 REASON FOR AMENDMENT: To accurately reflect the current tasks, knowledge, skills & abilities, and minimum qualifications. BUSINESS UNIT(S): COMMN SFCCD

Conviction History: As a selected candidate for a job, you will be fingerprinted, and your fingerprints will be sent to the California Department of Justice (DOJ) and the Federal Bureau of Investigation (FBI). The resulting report of your conviction history (if any) will be used to determine whether the nature of your conviction (or arrest, in limited circumstances) conflicts with the specific duties and responsibilities of the job for which you are a selected candidate. If a conflict exists, you will be asked to present any evidence of rehabilitation that may mitigate the conflict, except when federal or state regulations bar employment in specific circumstances, such as: Candidates for positions with the Unified School District and the Community College District may be disqualified from consideration should their conviction history not meet the standards established under the California Education Code. Candidates for positions with the Recreation and Park Department may be disqualified from consideration should their conviction history not meet the standards established under California Public Resources Code 5164. Having a conviction history does not automatically preclude you from a job with the City. If you are a selected candidate, the hiring department will contact you to schedule a fingerprinting appointment.

Disaster Service Workers: 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.

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.