City and County of San Francisco

Telephone Operator (#1706)

$26.49-$32.19 Hourly / $4,591.00-$5,579.00 Monthly / $55,094.00-$66,950.00 Yearly


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 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.

Minimum Qualifications

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.

Substitution:

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

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.

CLASS: 1706; EST: 1/1/1900; REV: 7/17/2019;