1708 Senior Telephone Operator

Recruitment #TEX-1708-103302

Introduction

1708 Senior Telephone Operator

Applicants are encouraged to apply immediately as this recruitment may close at any time, but no earlier than March 6, 2020

APPOINTMENT TYPE:  TEMPORARY EXEMPT (TEX). Some positions are limited to 1,040 work hours in a year, As Needed.  Exempt employees are considered "at will" and serve at the discretion of the Appointing Officer. The qualified applicant pool resulting from this recruitment may be utilized to fill future exempt vacancies within the San Francisco Department of Public Health (DPH).

The qualified applicant pool resulting from this recruitment may be utilized to fill future exempt vacancies within the San Francisco Department of Public Health (DPH).

Under general supervision, 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. Essential Duties include:

  • Answers, screens and routes incoming calls;
  • Uses computers to provide information to the public regarding public events and City functions;
  • 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;
  • Trains and instructs operators in the procedural operation of a voice and data communication console and related equipment;
  • Supervises/acts as lead operator by issuing work assignments and monitoring work schedules and performance;
  • 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;
  • Dispatches teams of medical emergency workers in response to code blues and other requests for emergency assistance;
  • Operates overhead public address system for public announcements and paging employees; and
  • Schedules repairs and installations of equipment by coordinating with the Department of Technology, Information Services, and other service providers such as telecommunication carriers and other vendors.

The Senior Telephone Operator also performs related duties as assigned/required.

Note: 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.


Minimum Qualifications

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

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

Note: One year of 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.

*During the probationary period, successful candidates will be required to demonstrate the ability to type and operate a computer data terminal at 35 words per minute.  Failure to demonstrate ability to type at required rate and perform this function may result in dismissal and/or termination from employment.

Verification of Experience: http://sfdhr.org/getting-job#verification Applicants may be required to submit verification of qualifying education and experience at any point during the recruitment and selection process.   

Verification of Education: If education verification is required, information on how to verify education requirements, including verifying foreign education credits or degree equivalency, can be found at http://sfdhr.org/how-verify-education-requirements  

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.

Desirable Qualifications:

The stated desirable qualifications may be used to identify job finalists at the end of the selection process when candidates are referred for hiring.

  • Experience dispatching emergency personnel
  • Skills providing excellent customer experience
  • Exceptional communication skills
  • Ability to effectively manage multiple tasks for immediate action

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 Dept. of Human Resources at 1 South Van Ness Avenue, 4th Floor, San Francisco.

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, @sfpl.org, @dcyf.org, @first5sf.org, @famsf.org, @ccsf.edu).

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, Jennifer Magnusson, by telephone at 415-554-2522, or by email at jennifer.magnusson@sfdph.org.

Selection Procedures

Minimum Qualification Supplemental Questionnaire (Weight: Qualifying): Candidates will be prompted to complete a Supplemental Questionnaire 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.

The selection procedure will include evaluation of applications and the supplemental questionnaire in relation to minimum requirements.  Depending on the number of applicants, the Department may establish and implement additional screening mechanisms to comparatively evaluate qualifications of candidates.

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

Statement on Equity, Diversity, and Inclusion: At the City and County of San Francisco, we share a commitment to a diverse, inclusive and equitable community. Each member of our organization is responsible and accountable for what they say and do to make San Francisco an inclusive and equitable place to live and work by employing fair and just practices to and for all.

Licensure/Certification/Registration: Valid licensure/certification/registration as a requirement to perform the job must be kept current throughout length of employment. Failure to demonstrate/show proof of possession of required valid licensure/certification/registration may result in dismissal and/or termination of employment

Note on ICARE: Willingness to uphold/abide by ZSFG’s ICARE (I-Introduce, C-Connect, A-Ask, R-Respond, E-Exit) philosophy for employee and patient interactions: https://zuckerbergsanfranciscogeneral.org/about-us/.

Note on Electronic Health Record (EHR): The Department of Public Health (DPH) is implementing a unified Electronic Health Record (EHR) system and DPH employees must demonstrate competency in the use of the system that is appropriate for their classification as a condition of employment. Note on Personal Protective Equipment (PPE): Some positions in the Department of Public Health will require the use of personal protective equipment (PPE), including but not limited to gloves, gowns, eye and face protection, and face-fitting respirators. The requirement for the use of PPE may come on short or no notice. Facial hair or any condition that interferes with a face-fitting respirator’s seal (i.e. comes between the sealing surfaces of the respirator and the wearer’s bare skin) is not permitted when face-fitting respirators are worn, including during initial or periodic respirator fit-testing. Employees who choose not to shave and do not have either American Disabilities Act (ADA) or Equal Employment Opportunity (EEO) Accommodations do not have the right to alternate work assignments or the option of using a loose-fitting Powered Air Purifying Respirator (PAPR) in place of a FaceFitting Respirator.

Medical Examination/Drug Testing: Prior to appointment, at the Department's expense, applicants may be required to take a tuberculosis (TB) screening test, a medical examination and/or drug test.  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 at http://sfdhr.org/information-about-hiring-process or hard copy at 1 South Van Ness Avenue, 4th Floor.

Copies of Application Documents: Applicants should keep copies of all documents submitted, as these will not be returned.

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.

Requests: Applicants with disabilities who meet the minimum eligibility requirements for this job announcement can find information on requesting a reasonable ADA Accommodation at: http://sfdhr.org/information-about-hiring-process#applicantswithdisabilities 

Issued:  February 21, 2020
Micki  Callahan
Human Resources Director
Department of Human Resources
Recruitment ID Number: TEX-1708-103302
DPH/ JM/ 415-554-2522/Pos#01105814

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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