Telephone Operator Supervisor

Make a Difference with DHSS

Our mission at the Department of Health and Social Services (DHSS) is to improve the quality of life of Delaware citizens by promoting health and well-being, fostering self-sufficiency, and protecting vulnerable populations. We prioritize personal and family independence by assisting individuals and families in a variety of life areas.

We offer numerous career opportunities and are dedicated to attracting and retaining highly talented individuals who are ready to make a difference in their community today. DHSS is a great place to kick-start your profession.

For more information, please visit https://dhss.delaware.gov/dhss/ today!

The incumbent in this position answers phone calls and makes necessary switchboard connections to connect internal calls and places external calls that require assistance. The incumbent operates the fireboard according to internal procedures to notify proper parties of an emergency. The incumbent maintains a reference directory and is responsible for records such as logging calls, incident logs, daily/weekly census sheet/roster. The incumbent is also responsible for supervising and participating in the switchboard operations, schedules staff to ensure continual coverage, trains new workers, and reviews and evaluates work. The incumbent also requisitions supplies and submits maintenance work order requests.

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.

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

1. Six months experience in telephone systems operations.
2. Six months experience in customer service such as 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. Six months experience in record keeping.
4. Knowledge of staff supervision acquired through course work, academic training, training provided through an employer, or performing as a lead worker overseeing the work of others; OR supervising staff which may include planning, assigning, reviewing, and evaluating the work of others; OR supervising through subordinate supervisors a group of professional, technical, and clerical employees.

Applicants must be legally authorized to work in the United States. The State of Delaware participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. For more information refer to our Job Seeker Resources.

DHSS does not provide employment-based sponsorship.

Pre-employment Drug Testing:  Upon a conditional offer, you must undergo pre-employment drug testing as part of the hiring process.

To learn more about the comprehensive benefit package please visit our website at https://dhr.delaware.gov/benefits/

The application and supplemental questionnaire are evaluated based upon a rating of your education, training and experience as they relate to the job requirements of the position.  It is essential that you provide complete and accurate information on your application and the supplemental questionnaire to include dates of employment, job title and job duties.  For education and training, list name of educational provider, training course titles and summary of course content.   Narrative information supplied in response to the questions must be supported by the information supplied on the application including your employment, education and training history as it relates to the job requirements.

Once you have submitted your application on-line, all future correspondence related to your application will be sent via email.  Please keep your contact information current.  You may also view all correspondence sent to you by the State of Delaware in the “My Applications” tab at Delaware State Jobs.

Accommodations are available for applicants with disabilities in all phases of the application and employment process.  To request an auxiliary aid or service please call (302) 739-5458. TDD users should call the Delaware Relay Service Number 1-800-232-5460 for assistance. The State of Delaware is an Equal Opportunity employer and values a diverse workforce. We strongly encourage and seek out a workforce representative of Delaware including race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression.