Job Description

Posting number: MSS06205

Department: Merced County Human Services Agency

Job classification: Telephone System Operator (Merced Only)

Posting type: Open

Categories: Social Services

Summary

Under direction, to operate a communications telephone console, providing information and connecting calls as required; to perform routine clerical work; and to perform other related work, as assigned.

The Telephone Systems Operator series differs from the general clerical classes in that the incumbent in this series primarily operate the telephone system answering and transferring calls to staff, with clerical duties as secondary responsibilities.

Examples of duties

Duties may include, but are not limited to, the following:

• Operates a digital private branch telephone console, which may include a system display terminal.
• Replies to incoming calls from trunk station and auto attendant.
• Screens and distributes calls appropriately.
• Determines through inquiry the proper connection.
• Gives general information to the public.
• Pages staff.
• Assists callers who require operator assistance to appropriate line or voice mailbox. Performs clerical work such as typing and distributing forms to staff.
• Troubleshoots telephone problems or emergencies and assesses need to call telephone technicians.
• Assists staff in telephone instrument programming.
• Extracts appropriate client information from on-line computer system.
• May regularly update employee telephone listings to insure proper call distribution.
• Makes phone changes via telephone computer system.
• Provides new employee phone and voicemail training.
• May announce emergency evacuations, if needed.
• Prepares Electronic Benefit Transfer (EBT) cards and instructs clients on PIN process.

Knowledge of:

• System features, techniques and procedures used in the operation of a communications console.
• Operation of a system display terminal.
• Procedures, features, and functions of an auto attendant and voice mail system.
• Modern office methods and procedures.

Ability to:

• Demonstrate a high level of skill in operating a communications console.
• Answer, screen, and appropriately distribute a high volume of calls.
• Learn telephone numbers frequently called.
• Do a variety of clerical work of average difficulty.
• Establish and maintain cooperative relations with others.

ESSENTIAL FUNCTIONS

• Operate a personal computer and other office equipment, including repetitive hand and arm motions.
• Occasionally bend, stoop, kneel, twist squat, balance or crawl.
• Frequently sit for extended periods.
• Communicate effectively with others in person and over the telephone.
• Analyze data, interpret directions, procedures and regulations, and develop appropriate responses.
• Perform job duties under stressful conditions.
• Respond appropriately to situations.
• Maintain confidential information in accordance with legal standards and/or County regulations.

Qualifications

Experience: Six (6) months of experience in the operation of a communications console.

OR

Education: Successful completion of a comprehensive training program in the operation of a communications console may substitute for the required experience.

Supplemental information

Training & Experience Examination – Weighted 100%

The Training & Experience Examination is designed to elicit a range of specific information regarding each candidate’s knowledge, skill, abilities, and potential to effectively perform the duties relative to the classification. Responses to the questionnaire will be assessed based on pre-determined rating criteria. All applicants must complete the entire examination to receive a score.

To obtain a position on the eligible list, candidates must receive a minimum rating of 70% on the examination.

If conditions warrant, an Experience and Education Examination may be conducted in lieu of the Training and Experience Examination. Please review the Education and Experience examination information below:

EDUCATION & EXPERIENCE EXAMINATION

The Education & Experience examination is based solely upon information provided from the application and supplemental information (e.g., resumes, transcripts). Information provided from the application and supplemental information will be assessed compared to a standard developed in relation to the elements of the job. Special care should be taken to submitting a complete description of your education and experience relevant to the typical tasks, scope, and minimum qualifications stated on this bulletin. Supplemental information will be accepted, but competitors should read this bulletin carefully to determine what kind of information will be useful to those individuals completing the evaluation. In order to obtain a position on the eligible list, candidates must receive a minimum rating of 70% on the examination. Examination administration and processing time is approximately two weeks after the closing date of the job bulletin.

ELIGIBLE LIST INFORMATION

A departmental open eligible list will be established for the county of Merced County. The list will be utilized for 12 months after it is established unless the needs of the service and conditions of the list warrant a change in this period.

RETEST PERIOD

Once you have taken the examination, you may not retest for SIX (6) MONTHS from the established eligibility date.

SPECIAL TESTING ARRANGEMENTS

Special testing arrangements may be made to accommodate applicants for disability, military, or religious reasons. If you require such arrangements, please contact CalHR at mssprogram@calhr.ca.gov or 916-909-3701 upon notification that your application has been approved. Documentation from medical, military, school or church officials outlining the accommodation request must be received by our office a minimum of five business days prior to a scheduled examination.

EDUCATION DOCUMENTS

If you are using education to meet the minimum qualifications, you must attach your transcripts to your application. Applicants with foreign transcripts must provide a transcript evaluation that indicates the number of units to which the foreign course work is equivalent. Transcripts and evaluations may be unofficial; official transcripts may be required upon appointment. Please redact birthdates and social security numbers.

GENERAL INFORMATION

This position is not eligible for visa sponsorship. Applicants must be authorized to work in the United States without the need for visa sponsorship by the start date of employment.

MSS reserves the right to revise the examination plan to better meet the needs of the recruitment if the circumstances under which this examination was planned change. Such revision will be in accordance with civil service laws and rules and all competitors will be

notified.

If you meet the requirements stated on this bulletin, you may take this examination. Your performance in this examination will be rated against predetermined rating criteria. All competitors who pass will be added to the eligible list. Meeting the entry requirements does not

ensure success in the examination or placement on the eligible list.

General Qualifications: Applicants must possess essential personal qualifications including integrity, initiative, dependability, good judgement, the ability to work cooperatively with others, and a state of health consistent with the ability to perform the assigned duties of the class. A medical examination may be required. As part of the hiring process, a background investigation may be required.

EQUAL EMPLOYMENT OPPORTUNITY

The Merit System Services program is committed to equal employment opportunity for all, regardless of age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital

status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding and related medical conditions), and sexual orientation.

ABOUT MERCED COUNTY

Merced County is located in the northern part of the San Joaquin Valley in central California, an area earning worldwide acclaim for its rich agriculture, and spans from the coastal ranges to the foothills of Yosemite National Park. The City of Merced, the self-proclaimed Gateway to Yosemite, has a population of approximately 81,102, yet retains the charm of a small town with amenities routinely found in larger communities. Merced's revitalized downtown is emerging as the entertainment center of the area. The County is representative of the rural heartland and Gold Rush remnants underpinning the state's heritage. It is a peaceful, quiet, and friendly area with an abundance of beautiful bike paths and offers choices of higher education in UC Merced and Merced College.