Telephone Operator (#MAAH01)
$29,250.00 Yearly Min / $32,727.00 Yearly Mid / $39,272.00 Yearly Max

Telephone Operator Supervisor (#MAAH02)
$29,646.00 Yearly Min / $37,058.00 Yearly Mid / $44,470.00 Yearly Max

Description of Occupational Work

This class series uses two levels in the Administrative Services occupational group, Administrative Support occupational series and describes the operation of a telephone system to answer calls and transfer connections to the appropriate person. 

Essential Functions

Essential functions are fundamental, core functions common to all positions in the class series and are not intended to be an exhaustive list of all job duties for any one position in the class. Since class specifications are descriptive and not restrictive, incumbents can complete job duties of similar kind not specifically listed here.
  • Answers calls and makes necessary switchboard connections.
  • Operates paging systems in order to connect internal calls and places external calls that require assistance.
  • Operates fireboard according to internal procedures in order to notify proper parties of an emergency.
  • Maintains a reference directory.
  • Keeps records such as logging calls, incident logs, daily/weekly census sheet/roster.
  • Performs related duties such as greet and direct visitors and distribute mail.

Levels of Work

Telephone Operator

This level of work performs the full range of the essential functions as a telephone operator.

Telephone Operator Supervisor

This is the supervisory level responsible for supervising and participating in the switchboard operations.

  • Schedules staff to ensure continual coverage, trains new workers, and reviews and evaluates work.
  • Requisitions supplies and submits maintenance work order requests.

Knowledge, Skills and Abilities

The intent of the listed knowledge, skills and abilities is to give a general indication of the core requirements for all positions in the class series; therefore, the KSA’s listed are not exhaustive or necessarily inclusive of the requirements of every position in the class.
  • Knowledge of simple record keeping.
  • Knowledge of alpha/numeric sorting processes.
  • Knowledge of the operation of internal paging systems.
  • Knowledge of applicable departmental/institutional policies and procedures.
  • Knowledge of proper procedures for answering calls and message taking.
  • Skill in the operation of telephone system.
  • Skill in the operation of paging systems.
  • Ability to accurately record information.
  • Ability to maintain reference directories.
  • Ability to communicate effectively.
In addition to the above knowledge, skills and abilities, Telephone Operator Supervisor requires:
  • Knowledge of supervisory principles and practices.
  • Ability to develop work schedules and train, review, and evaluate the work of staff.

Job Requirements

JOB REQUIREMENTS for Telephone Operator
Applicants must have education, training and/or experience demonstrating competence in each of the following areas:

  1. Knowledge of telephone systems operations.
  2. Knowledge of customer service which includes providing prompt, accurate, and courteous service to customers seeking information, answering requests as quickly as possible, ensuring customers are satisfied with service, and responding to complaints.
  3. Knowledge of record keeping which includes maintaining records, logs, and filing systems.