Switchboard Operator

PRINCIPLE CHOICE SOLUTIONS Switchboard Operator POSITION PURPOSE

The Switchboard Operator serves as the primary point of contact for incoming calls to a federal customer and is responsible for operating a multi-line telephone console, routing callers to the appropriate offices or personnel, providing approved directory and general information assistance, and supporting emergency notification protocols. The position ensures callers receive professional, timely, and accurate assistance while supporting uninterrupted communications operations.

This position reports to the Site Supervisor or Program Manager.

The Switchboard Operator supports federal facility operations and serves as a communication hub between the public, agency personnel, contractor staff, emergency responders, and designated duty officers.

• Answer a high volume of incoming calls promptly, professionally, and in accordance with customer greeting and etiquette standards.
• Screen callers to determine the nature of requests and route calls to the appropriate government office, contractor point of contact, or voicemail box.
• Provide accurate general information including office hours, contact information, extensions, and facility information using approved directories and resources.
• Operate and manage multi-line VoIP or PBX telephone systems, including transferring, conferencing, holding, and paging functions.
• Support after-hours, overnight, weekend, and holiday coverage requirements as required by contract operations.
• Maintain and update telephone directories, extension lists, on-call rosters, and duty officer contact lists.
• Coordinate with directory administrators to ensure staffing and contact information remains accurate and current.
• Track call volume, misrouted calls, and directory errors for operational reporting and continuous improvement efforts.
• Serve as the initial point of contact for emergency calls received through the switchboard and follow established Emergency Action Plan procedures.
• Initiate authorized paging, overhead announcements, and mass-notification procedures during emergency situations.
• Notify designated duty officers, Facility Security Officers, emergency responders, and other personnel in accordance with site protocols.
• Maintain accurate logs and records for emergency, medical, safety, and security-related calls.
• Provide backup receptionist or visitor support functions when assigned.
• Maintain confidentiality of caller information and internal directory information.
• Comply with all site security requirements, telecommunications policies, customer rules, and company standards of conduct.
• Report suspicious calls, bomb threats, harassment concerns, adverse information, or security incidents in accordance with site procedures and federal guidance.
• Perform other related duties as assigned to support communications and facility operations.

• Employment is contingent upon obtaining and maintaining a favorable Tier 1 background investigation (SF 85) and HSPD-12 Personnel Identity Verification (PIV) or Common Access Card (CAC) credential and enrollment in the Continuous Vetting (CV) program.
• High school diploma or equivalent required.
• Minimum one year of experience operating a multi-line telephone system, reception desk, call center console, or similar communications position.
• Strong customer-service skills with a professional, courteous, and articulate speaking voice.
• Ability to type at least 30 words per minute and navigate directories and software systems while actively handling calls.
• Basic proficiency with Microsoft Outlook, Microsoft Teams, and web-based directory applications.
• Ability to remain calm and follow procedures during high-volume or emergency call situations.
• Familiarity with VoIP, PBX, Cisco, Avaya, Teams Calling, or similar communications systems is preferred.
• Experience supporting a federal facility, military installation, courthouse, healthcare facility, or government agency is preferred.
• Must be a U.S. citizen; work sponsorship is not available due to federal security restrictions.

The incumbent must be able to effectively operate multi-line telephone consoles, PBX or VoIP communication systems, headsets, paging systems, directory applications, computers, printers, scanners, and other office equipment required to perform assigned duties. The position may also utilize emergency notification systems, call-logging software, and facility communication platforms.

Must be able to lift and carry up to 20 pounds.

Must be able to sit for extended periods while operating a switchboard console, answering calls, wearing a headset, and utilizing computer systems. Frequent keyboard use, telephone communication, and console operation are required.

The incumbent works in a remote, telework, hybrid, or office environment that is not substantially exposed to adverse environmental conditions such as heat, cold, or extreme noise. Routine periods of…