1706 Telephone Operator

Recruitment #TPV-1706-076356

Introduction

FINAL FILING DATE:  File immediately

RECEIPT OF APPLICATIONS MAY CLOSE AT ANYTIME, BUT NOT BEFORE APRIL 21, 2017

SFO is a world-class, award-winning airport that served more than 53 million guests in 2016. SFO offers non-stop flights to 46 international cities on 39 international carriers. The Bay Area's largest airport also connects non-stop with 79 U.S. cities on 13 domestic airlines. In fiscal year 15/16, the Airport, an enterprise department of the City & County of San Francisco, accounted for $7.8 billion in business activity and supported nearly 39,400 direct jobs. 

SFO’s mission is to provide an exceptional airport in service to our communities and is committed to redefining air travel. SFO has embarked on the renovation of Terminal 1, the largest project in the Airport’s 10-year, $6.1 billion Capital Improvement Plan. View an Inside SFO video about careers at SFO.

TYPE OF APPOINTMENT:  PROVISIONAL

A provisional appointee must participate and be successful in a Civil Service Examination process for this classification and be selected through an open competitive process in order to be considered for a permanent appointment.  Provisional appointments may not exceed three (3) years.

 

JOB 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; may utilize courtesy announcement systems or 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.

 

WORKING CONDITIONS:

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

 

SPECIAL REQUIREMENTS:

Essential duties require the following physical skills and work environment; prolonged periods of sitting, work in close environments, physical effort and dexterity to operate a switchboard and/or public address or telecommunication system.

 

Minimum Qualifications

1.  Six months (1000 hours) of verifiable experience as an operator of a multiple-line voice communication console, centrex board, centrex local or as an operator of a computerized telecommunications system; AND

2.  Ability to type and operate a computer data terminal at 35 words per minute. 

 

 

DESIRABLE QUALIFICATIONS:

·       Possession of High school diploma or equivalent.

·       Excellent oral and written communication skills.

·       Excellent customer service skills.

·       Strong office automation skills using software applications (i.e. Microsoft word, Excel, Access, etc.)

·       One or more years of experience in the operation of a computerized telecommunications system.

·       Experience as a Customer Service Representative in a call center environment.

·       Experience with utilizing a courtesy announcement systems and visual paging systems to facilitate request from customers.

How To Apply

Applications for City and County of San Francisco jobs are being accepted through an online process.  Visit www.jobaps.com/sf to begin the application process by registering an account.

  • Click and select 1706 Telephone Operator
  • Click on "Apply" and read and acknowledge the information
  • Click on appropriate option:  "I am a New User" or “I have Registered Previously”.
  • Follow instructions given on the screen

Computer kiosks are located in the lobby of the Department of Human Resources, One South Van Ness, 4th Floor, San Francisco, CA  94102 or the Airport Commission Human Resources at 710 N. McDonnell Rd., 3rd Floor, San Francisco, CA  94128 for use by the public to apply for City jobs.  The hours of operation are from 8:00 a.m. to 5:00 p.m., Monday through Friday.

 

Applicants may be contacted by email about this announcement 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).

 

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.

 

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.

 

Applications completed improperly may be cause for ineligibility, disqualification or may lead to lower scores.

If you have any questions regarding this recruitment or application process, please contact the exam analyst, Nina Huey at (650) 821-2028 or via e-mail at nina.huey@flysfo.com.

 

Resumes may be attached to the application; however, resumes will not be accepted in lieu of a completed City and County of San Francisco application.

 

Notes:

Make sure your application and any attachments to the application submitted at the time of filing are complete and accurate and include details on all experience, education, training and other information that qualifies you for this recruitment.  Failure to submit a complete and accurate application at the time of filing may result in your ineligibility for this recruitment.  Any new information concerning work experience, education, training and other information that is submitted after the filing deadline may not be used to determine whether you meet the minimum qualifications.

 

VERIFICATIONhttp://www.sfdhr.org/index.aspx?page=20#verification

 

Applicants may be required to submit verification of qualifying education and experience, at any point in the application, examination or departmental selection processes.  If education verification is required, information on how to verify education requirements, including verifying foreign education credits or degree equivalency, can be found at http://sfdhr.org/index.aspx?page=456.

 

Verification of qualifying experience, when requested, must be documented on the employer’s business letterhead, and must include the applicant’s name, job title(s), dates of employment, description of job duties performed, and signature of the employer or the employer’s authorized representative. Experience claimed in self-employment will only be accepted if supported by documents verifying income, earnings, business license and experience comparable to minimum qualifications above.  Copies of income tax papers or other documents listing occupation and total earnings must be submitted.  Employees of the City and County of San Francisco may submit performance evaluations showing duties performed to verify qualifying City experience.  City employees will receive credit for the duties of the class to which appointed.  Credit for experience obtained outside of the employee’s class will be allowed only if recorded in accordance with the provisions of Civil Service Commission Rules.  Verification may be waived if impossible to obtain. The applicant must submit a signed statement explaining why verification cannot be obtained. Waiver requests will be considered on a case-by-case basis.  Failure to provide the required verification when requested may result in rejection of application and/or removal from eligibility for referral and appointment in this class.

 

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.

Selection Procedures

The selection process will include evaluation of applications and supplemental questionnaires in relation to minimum qualifications and special requirement.  Applicants meeting the minimum qualifications and special requirement are not guaranteed advancement to the interview.  Depending on the number of applicants, the Department may establish and implement additional screening mechanisms to comparatively evaluate qualifications of candidates. If this becomes necessary, only those applicants whose qualifications most closely meet the needs of the Department will be invited to participate in the oral/performance process.

 

Transportation Security Administration (TSA) Security Clearance:

Candidates for employment with the San Francisco Airport Commission are required to undergo a criminal history 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.

 

Conviction History

As a finalist 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 finalist. 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 applying 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 applying 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 selected as a finalist, 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.

Conclusion

Reasonable Accommodation Request:  Applicants with disabilities requiring reasonable accommodation for this examination can find information on requesting a reasonable accommodation at http://www.sfdhe.org/index.aspx?page=20#applicantswithdisabilities.

 

Terms of the Announcement:  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.  Clerical errors may be corrected by the posting the correction on the Department of Human Resources website at www.jobaps.com/sf.

 

General Information concerning City and County of San Francisco Employment Policies and Procedures:

Important Employment Information for the City and County of San Francisco can be obtained at:  http://www.sfdhr.org/index.aspx?page=20, or hard copy at 1 South Van Ness Avenue, 4th Floor, San Francisco, CA 94103.

 

Copies of Application Documents:

Applicants are advised to keep copies of all documents submitted.  Submitted documents become a permanent part of the exam record and will not be returned.  The hiring department may require applicants to submit the same documents and/or additional documents at a later date.

 

Right to Work:

All persons entering the City and County of San Francisco workforce are required to provide verification of authorization to work in the United States.

 

General Notes:

1.  Remember to indicate:  Attn: Class 1706 Telephone Operator on all correspondence.

 

 

Issued:  April 13, 2017

Micki Callahan

Human Resources Director

Department of Human Resources 

Recruitment ID #: TPV-1706-076356

Airport/NH/(650) 821-2028

Benefits

All employees hired on or after January 10, 2009 will be required (pursuant to San Francisco Charter Section A8.432) to contribute 2% of pre-tax compensation to fund retiree healthcare. In addition, most employees are required to make a member contribution towards retirement, ranging from 7.5%-13.25% of compensation. For more information on these provisions, please contact the personnel office of the hiring agency.

For more information about benefits, please click here.

 



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