City and County of San Francisco

Senior Telephone Operator (#1708)

$29.20-$35.48 Hourly / $5,061.00-$6,149.00 Monthly / $60,736.00-$73,788.00 Yearly


Definition

Under general supervision, the Senior Telephone Operator performs the duties of an attendant console operator, operating voice and data communication equipment, Public Branch Exchange, Centrex, emergency and monitoring equipment, and related systems. The 1708 Senior Telephone Operator is the journey-level classification in the Telephone Operator series.

Distinguishing Features

The 1708 Senior Telephone Operator is distinguished from the 1706 Telephone Operator in that the 1706 is the entry-level class in the series and does not act as lead to other operators. The 1708 is distinguished from the 1710 Chief Telephone Operator in that incumbents in classification 1710 perform the full range of supervisory duties.

Supervision Exercised

Acts as lead operator, and provides instructions and guidance to telephone operators.

Examples of Important and Essential Duties

According to Civil Service Commission Rule 109, the duties specified below are representative of the range of duties assigned to the 1708 Senior Telephone Operator and are not intended to be an inclusive list.

1. Answers, screens, and routes incoming calls.
2. Uses computers to provide information to the public regarding public events and City functions.
3. Updates personnel and departmental directories and databases. Reports hardware and/or software problems with equipment to the appropriate vendor, supervisors, and/or other city personnel.
4. Trains and instructs operators in the procedural operation of a voice and data communication console and related equipment.
5. Supervises/acts as lead operator by issuing work assignments and monitoring work schedules and performance.
6. Operates two-way radio communication equipment in order to communicate emergency and other third-party information to mobile units and institutional police, to communicate with disaster teams during drills, actual disasters or when the telephone network is not functioning.
7. Dispatches teams of medical emergency workers in response to code blues and other requests for emergency assistance.
8. Operates overhead public address system for public announcements and paging employees.

Knowledge, Skills and Abilities

Knowledge of: general clerical procedures, forms and functions of various computerized telecommunication systems, code blue and other emergency signals.

Ability and Skill to: operate a computer data terminal; understand and speak English clearly, effectively and quickly; provide accurate information to callers; read written information and operate multi-line computerized voice communication equipment, Public Branch Exchange and related systems with precision, speed, dexterity, control, and ease; answer, screen, and route incoming calls; work courteously, tactfully and effectively with the public, departmental employees, City personnel and/or outside organizations; prepare telephone activity and equipment problem reports; serve as lead worker; operate two-way radio communication equipment and public address system; write messages including those of an emergency nature that require immediate action clearly and route messages accurately; operate two-way radio communication equipment and public address system.

Minimum Qualifications

Education:

Experience:
One (1) year of experience as an operator of a multiple line voice communication console or a computerized telecommunication system. Ability to type 35 words per minute.

License and Certification:

Substitution:

Notes

SUPPLEMENTAL INFORMATION

May be required to work alone on a shift; work day, evening, night, holidays and/or weekend shifts; respond to angry callers, disasters, and emergencies; and manage multiple tasks for immediate action.

PROMOTIVE LINES

To: 1710 Chief Telephone Operator

From: 1706 Telephone Operator


ORIGINATION DATE:
01/12/1961

AMENDED DATE: 08/13/1999; 09/28/06; 07/17/19

REASON FOR AMENDMENT: To accurately reflect the current tasks, knowledge, skills & abilities, and minimum qualifications.

BUSINESS UNIT(S): COMMN SFMTA

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.

CLASS: 1708; EST: 1/1/1900; REV: 7/17/2019;