1846K1
Pay Grade: 12
DEFINITION OF WORK
Summary
This is beginning level work in answering and placing calls in the daily operations of a telecommunications center.
Work involves responsibility for operating a telephone switchboard rapidly and accurately and for remembering names and location of personnel in a department or agency. Work may include maintaining routine clerical records, performing incidental receptionist work, and operating other telecommunications equipment such as computerized and overhead paging systems, Teletype Devices for the Deaf, and Hospital Emergency Area Radio.
Standard Classification Factors
Supervision Received - LEVEL A: "Under immediate supervision…" "Immediate" means that the employee has little or no authority to select alternative work methods or to render independent judgments of any consequence. Each task is performed according to detailed instructions, written or oral. Assignments are usually for a short duration and when completed are usually checked for accuracy, adherence to instructions and established regulations, as well as the worker’s rate of performance.
Difficulty - LEVEL A: Routine… Where the work is usually repetitive and the employee works from detailed instructions, the difficulty is usually limited to accuracy and speed.
Complexity - LEVEL B: Work is of a structured nature including duties that have several related steps. This level involves simple analysis of data, identification of easily distinguishable facts and recognition of differences in related situations. Workers at this level exercise limited independent judgment in determining methods or procedures to be used in making minor decisions. Work is normally controlled by frequent review and consultation with supervisors. When guidelines exist at this level, they are usually specific and aid in determining an approach to problems or situations. Workers at this level must be able to identify basic differences in situations to determine the actions which need to be taken.
Consequence of Actions or Decisions - LEVEL B: Consequences of actions or decisions at this level are minor as the work is normally reviewed regularly and errors are usually detected in following operations. Errors may be disruptive to co-workers or may cause minor inefficiency. Costs due to errors are minimal.
Contacts - LEVEL A: The purpose of the contact is to obtain, clarify, give or screen established factual information, regardless of the type (i.e., easily understood or technical) within a well-defined relationship. Normal communication skills are required.
Physical Demands - LEVEL A: The work is predominantly sedentary and requires minimal or negligible physical exertion. The employee is normally seated; however, the nature of the work allows for periods of standing or walking at will.
Environmental Conditions - LEVEL A: The work environment involves normal everyday hazards or discomforts typical of offices, meeting and training rooms, or libraries. Comfortable levels of temperature, ventilation, lighting and sound are inherent in the work environment. Exposure to deviations from pleasant environmental conditions is only occasional. The likelihood of injury is remote.
Supervision/Leadership - LEVEL A: No supervisory or leadership responsibility; may explain work instructions or assist in training others.
Distinguishing Features
Differs from the Office Assistant and Keyboard Operator class series in which calls are answered or placed on a simple telephone console.
Differs from the Switchboard Operator II class in which more varied and complex duties are performed.
EXAMPLES OF WORK PERFORMED
Learns to operate various telecommunications equipment, such as telephone switchboard consoles, computerized and overhead paging systems, and telecommunication terminals.
Answers incoming, local, and long-distance telephone calls and makes proper connection with person requested.
Keeps records of long-distance calls, and places local and long-distance out-going calls.
Answers routine non-technical questions and refers other questions to the proper person.
Serves as a receptionist which involves receiving, announcing, and directing callers and giving non-technical information.
Operates various standard office equipment.
REQUIRED KNOWLEDGE, ABILITIES, AND SKILLS
Knowledge
*Knowledge of correct English usage.
Knowledge of the operation of various types of telecommunications equipment.
Abilities
*Ability to learn the proper use of telephone switchboard equipment.
Ability to operate a telephone switchboard console.
*Ability to quickly locate indexed information.
*Ability to learn and recall names and locations.
*Ability to speak clearly in a well-modulated and pleasant voice.
*Ability to keep simple clerical records.
*Ability to work efficiently and accurately under pressure.
*Necessary at Entry
MINIMUM REQUIREMENTS:
None required
NC: 12/93
REV: 12/95
REV: 10/98
REV: 02/00