1706 Telephone Operator

Citywide Examination

Recruitment #CBT-1706-903558

Introduction

This is a Citywide exam which means that multiple departments across the City will have the opportunity to hire candidates resulting from this recruitment.

Applicants are encouraged to apply as soon as possible as this announcement may close at any time but not before 5:00 p.m. on Wednesday, January 22, 2020.

Note: Applicants must attach verification documentation when submitting application. See more information in the Minimum Qualifications section below.

Position Description 
Under supervision, the Telephone Operator performs the duties of an attendant console operator, operating voice communication equipment, and related clerical duties as required. The 1706 Telephone Operator is the entry-level position in the Telephone Operator series. 

The essential functions of this classification include, but are not limited to, the following:

  • Answers, screens, and transfers incoming and outgoing calls, as appropriate, in the course of departmental business. This may include placing long distance phone calls and/or accepting and transferring emergency phone calls as necessary.
  • Assembles phone directory information from various sources to maintain and update telephone directory information. Performs phone and voicemail system modifications to support internal operations. Monitors return of assigned communication devices.
  • Reports hardware/software problems with equipment to supervisor and/or appropriate departmental personnel.
  • Provides accurate, clear, and timely information to the public and appropriate principals in emergency situations, as necessary.
  • Utilizes courtesy announcement systems or visual paging systems to facilitate departmental operations.
  • Answers queries and provides directions and general information to staff, members of the public, and other interested parties. 

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

Minimum Qualifications

Experience 
Six (6) months of experience as an operator of a multiple line voice communication console or a computerized telecommunications system; AND

Ability to type 35 words per minute.

Verification: Applicants are required to attach verification documentation when submitting their application. Applications without proper verification may be rejected.

  • For verification of work experience: Written verification must be submitted on employer’s official letterhead, specifying name of employee, dates of employment, types of employment (part-time/full-time), job title(s), description of duties performed, and the verification must be signed by the employer. City employees will receive credit for the duties of the class to which they are appointed. Credit for experience obtained outside of the employee’s class will be allowed only if recorded in accordance with the provisions of the Civil Service Commission Rules. Experience claimed in self-employment must be supported by documents verifying income, earnings, business license and experience comparable to the minimum qualifications of the position. Copies of income tax papers or other documents listing occupations and total earnings must be submitted.
  • For verification of the ability to type 35 words per minute: Applicants must submit a typing certificate obtained from a business school, vocational training center, employment agency, or other related agency. Online typing certificates will not be accepted. In order to be accepted, typing certificates must be printed on the letterhead from the issuing agency and must contain the following information:
    • Name of applicant
    • Name of issuing agency
    • Length of the test (must be at least five minutes)
    • Gross words per minute (WPM) typed
    • Net words per minute (WPM) typed
    • Number of errors
    • Date of certificate (must be dated within the past six months)
    • Signature of person administering test

Examples of where to get the typing certificate include AppleOne (several locations throughout the Bay Area) and San Mateo Adult School (call ahead to schedule appointment and get fee information).

To attach/submit verification of work experience and typing certificate when applying:

  • Select the "Other" tab (in between "Work" and "Resume")
  • Choose "upload attachment" as your method of submission (no other methods will be accepted)
  • Click on "Upload Attachments"
  • In pop-up window, enter short description of file
  • Choose file
  • Click "Upload"
  • Repeat for second file

Applicants must meet the minimum qualification requirement by the final filing date unless otherwise noted.

One year full-time employment is equivalent to 2,000 hours (2,000 hours of qualifying work experience is based on a 40 hour work week). Any overtime hours that you work above 40 hours per week are not included in the calculation to determine full-time employment.

 

How To Apply

Applications for City and County of San Francisco jobs are only accepted through an online process. Visit www.jobaps.com/sf to register an account (if you have not already done so) and begin the application process.

  • Select the desired job announcement
  • Select “Apply” and read and acknowledge the information
  • Select either “I am a New User” if you have not previously registered, or “I have Registered Previously”
  • Follow instructions on the screen

Computers are available for the public (from 8:00 a.m. to 5:00 p.m. Monday through Friday) to file online applications in the lobby of the Department of Human Resources at 1 South Van Ness Avenue, 4th Floor, San Francisco, CA 94103, or the Airport Commission Human Resources office at 710 N. McDonnell Road, 3rd Floor, San Francisco, CA 94128.

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, Jacob Mast, by telephone at 650-821-2004, or by email at jacob.mast@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.

Verification
Applicants may be required to submit verification of qualifying education and experience at any point during the recruitment and selection process. If education verification is required, information on how to verify education requirements, including verifying foreign education credits or degree equivalency, can be found here.

Verification of qualifying experience, when requested, must be documented on the employer's business letterhead and must include the name of the applicant, 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, or request for waiver when requested may result in rejection of application.

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. 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 or inability to receive full credit for scoring purposes. Any new information concerning work experience, education, training and other information that is submitted after the filing deadline may not be used for scoring or considered to determine whether you meet the minimum qualifications.

Selection Procedures

Minimum Qualification Supplemental Questionnaire (Weight: Qualifying)
Applicants will be prompted to complete a Supplemental Questionnaire (Section 1) as part of the online employment application. This Minimum Qualification Supplemental Questionnaire is designed to obtain specific information regarding an applicant's experience in relation to the Minimum Qualifications for this position. Applicants must also complete the official application. It is essential that applicants provide complete information in identifying their education, experience and training. The Minimum Qualification Supplemental Questionnaire will be used to evaluate if the applicant possesses the required minimum qualifications.

Training and Experience Evaluation (Weight: 50%)
Applicants will be prompted to complete a Supplemental Questionnaire (Section 2) as part of the online employment application. Candidates will be evaluated and scored based on the information provided in their job application and supplemental questionnaire to determine their possession of the knowledge, skills and abilities required for the 1706 Telephone Operator position. All relevant experience, education and/or training must be on the supplemental questionnaire in order to be reviewed in the rating process.

Supplemental Questionnaire Evaluation (Weight: 50%)
At a later date, candidates who meet the minimum qualifications will be sent, via email, a separate supplemental questionnaire designed to measure knowledge, skills, and/or abilities in job-related areas which may include but not be limited to:

  • Knowledge of general clerical procedures 
  • Knowledge of forms and functions of various computerized telecommunication systems
  • Ability to understand and speak English clearly and quickly over a voice telecommunication system
  • Ability to read and interpret written information such as telephone listings
  • Ability to legibly and accurately write messages, including those for paging and information
  • Ability to remain calm in emergency situations
  • Ability to work courteously, tactfully and effectively with the public and city personnel over the voice telecommunication system
  • Ability to operate a single or multiple line telecommunication system
  • Skill to retrieve and enter information using various software applications on various platforms
  • Skill in using software programs such as Word, Excel and Access
  • Skill to operate a computer data terminal

A passing score must be achieved on the Supplemental Questionnaire Evaluation in order to continue in the selection process. Applicants will be given a deadline to return the Supplemental Questionnaire. Those who do not respond by the established deadline will not be added to eligible list resulting from this process.

Transportation Security Administration (TSA) Security Clearance
Candidates for employment with the San Francisco Airport Commission are required to undergo a criminal history record 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. 

Additional Background Check
As part of the selection process for this position at the San Francisco Airport Commission, an image of your fingerprints will be captured and sent to the San Francisco Police Department (SFPD). 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 position to which you are applying. 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. Having a conviction history does not automatically preclude you from a job with the City.

Certification Rule
The certification rule for the eligible list resulting from this examination will be Rule of Five Scores. Additional selection processes may be conducted by the hiring department prior to making final hiring decisions.

Eligible List
A confidential eligible list with names of candidates who have passed the civil service examination process will be created and used for certification purposes only. An examination score report will be established so interested parties can view the ranks, final scores, and number of eligible candidates. Applicant information, including names of candidates on the eligible list, shall not be made public unless required by law. However, an eligible list shall be made available for public inspection, upon request, once that eligible list is exhausted or expired and referrals resolved. The eligible list/score report resulting from this civil service examination process is subject to change after adoption (e.g., as a result of appeals), as directed by the Human Resources Director or the Civil Service Commission.

The duration of the eligible list resulting from this examination process will be twelve months, and may be extended with the approval of the Human Resources Director.

To see which departments use this classification, click here.

Conviction History

As a selected candidate 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 selected candidate. 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 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 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 a selected candidate, 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 here.

Veterans Preference
Information regarding requests for veteran’s preference can be found here.

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. (Note: The correction of clerical errors in an announcement may be posted on the Department of Human Resources website at www.jobaps.com/sf.) The terms of this announcement may be appealed under Civil Service Rule 110.4. Such appeals must be submitted in writing to the Department of Human Resources, 1 S Van Ness Avenue, 4th Floor, San Francisco, CA 94103-5413 by close of business on the 5th business day following the issuance date of this examination announcement. Information concerning other Civil Service Commission Rules involving announcements, applications and examination policies, including applicant appeal rights, can be found on the Civil Service Commission website here.

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 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 online here or hard copy at 1 South Van Ness Avenue, 4th Floor.

Exam Type: Entrance
Issued: 1/15/20
Micki Callahan
Human Resources Director
Department of Human Resources
Recruitment ID #: 903558
AIR/JM/650-821-2004

 

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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