Exempt to - Senior Telephone Operator; Citywide

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.

• Answer, screen and route incoming calls
• Uses call management systems and computers to provide the public with information regarding public events, City functions, and services, ensuring accurate and timely responses.
• Prepare reports of telephone activities and other records
• Update personnel and department directories
• Reports hardware and/or software problems with communications equipment to the telephone company, supervisors and/or appropriate city personnel
• Assists in the distribution and tracking of telecommunication equipment, may include pagers, Wi-Fi devices, and mobile phones. Processes requests to the IT department for equipment allocation, setup, and maintenance, ensuring all devices are properly managed and operational.
• 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
• Initiates service requests for repairs and installations of equipment by coordinating with the Department of Telecommunication and Information Services, telecommunication carriers, and other vendors
• Trains and instructs operators in the procedural operation of a voice and data communication console and related equipment.

The 1708 Senior Telephone Operator also performs other related duties as required.

Current Category 16, 17, or 18 Exempt Employee in Class 1708 who has worked at least 2,080 hours in class 1708; AND

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.

Applicants must meet the minimum qualification requirement by the filing deadline.

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).

Special Qualifications including specialized knowledge, abilities, education, experience, or license may be established for individual positions.