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#CBT-1708-902507
Supplemental Questionnaire

Last Name
First Name

 

1708 SENIOR TELEPHONE OPERATOR

CBT-1708-902507

SUPPLEMENTAL QUESTIONNAIRE

PLEASE READ THE FOLLOWING INSTRUCTIONS CAREFULLY AS THEY CONTAIN INFORMATION THAT MAY AFFECT YOUR EXAMINATION SCORE AND RANK ON THE ELIGIBLE LIST

The purpose of this Supplemental Questionnaire (SQ) is to describe your training and experience as they relate to the knowledge, skills, and abilities linked to the essential functions of the class 1708 Senior Telephone Operator (please refer to the job announcement for a more detailed description of these knowledge, skills and abilities).

If you experience technical difficulties, make note of any error messages and contact the analyst before the filing deadline.  Responses should be consistent with the information on your employment application and are subject to verification.

Question 1a, 1b and 1c of the SQ will be used to assess possession of required experience for this position. Questions 2 to 6 will be assessed and scored by an expert review panel.  Your application or additional attached documents (e.g. resumes, cover letters, letters of reference/recommendation, etc.) will NOT be considered during the scoring process.  The Supplemental Questionnaire will account for 100% of the total weight of candidates’ final score.   Insufficient or non-responsive answers to the Supplemental Questionnaire may result in ineligibility, disqualification, or lower scores.


1a.

How many months of experience do you have as an operator of a heavy volume multiple switchboard?

I do not have experience as an operator of a heavy volume multiple switchboard
I have 0-11 months of experience as an operator of a heavy volume multiple switchboard
I have 12-23 months of experience as an operator of a heavy volume multiple switchboard
I have 24 months or more experience as an operator of a heavy volume multiple switchboard
1b.

Do you have the ability to type and operate a computer data terminal at 35 words per minute?

Yes No
1c.

In accordance with your responses to #1a and #1b above, please provide the name of the employer(s) and the dates (e.g. MM/YYYY – MM/YYYY) where you obtained the verifiable full-time equivalent work experience.

Additionally, please list the name of (a) supervisor(s) or manager(s) who can verify the information provided as well as his or her contact information. If you do not have experience in these areas, please type N/A.

2.

Describe your work experience as a professional telephone operator. In your description, list specific computerized telecommunication systems, radio communication equipment, public address systems, and paging systems you’ve worked with and typical volume of answering, screening, and routing of calls.

REMINDER:  Ensure that your responses are sufficiently detailed to assist in evaluating your knowledge, skills, and abilities

3.

As a Senior Telephone Operator, answering, screening and routing incoming calls can be stressful and fast-paced.  Please provide an example of a high pressure situation you faced where you had to provide accurate information before routing a time-sensitive, complex call.  Please include the obstacles you faced, how you ensured the information provided was accurate, and the outcome of the situation.

REMINDER:  Ensure that your responses are sufficiently detailed to assist in evaluating your knowledge, skills, and abilities.

 

4.

As a Senior Telephone Operator, you will sometimes come across very abrasive personalities. Please describe your best success story when your patience was really tested but you worked effectively in spite of the situation.  Please be specific about the circumstances, who was involved, what action you took and what resulted from your actions.

REMINDER:  Ensure that your responses are sufficiently detailed to assist in evaluating your knowledge, skills, and abilities.

 

5.

As a Senior Telephone Operator, you interact with individuals from various socio-economic and ethnic backgrounds on a daily basis.  Please describe how you handled a situation in the past when you received a difficult call from an individual who spoke a language that you didn’t understand.  What action(s) did you take and what was the outcome? 

REMINDER:  Ensure that your responses are sufficiently detailed to assist in evaluating your knowledge, skills, and abilities.

6.

Please provide an example of an emergency situation where you needed to communicate information to various parties using different types of equipment (e.g., 2-way radio, computerized voice communication equipment, and/or Public Branch Exchange and related systems).  Please be specific and include the following information:

A.  The circumstances

B.  The parties involved

C.  The equipment used to communicate

D.  The challenge encountered

E.  The outcome

REMINDER:  Ensure that your responses are sufficiently detailed to assist in evaluating your knowledge, skills, and abilities.

 

 

I understand that checking this box will serve as my electronic signature. I certify that I am the author of this questionnaire and all information presented is true and based upon my education, training, skills, and experience. I understand and agree that any information provided is subject to verification. I also understand that any false, incomplete, or incorrect statement may result in disqualification, termination, or dismissal from employment with the City and County of San Francisco.