About The Role

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.

Essential Duties

The 1708 Senior Telephone Operator performs the following essential job functions:  

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 Requirements

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

Resumes will not be accepted in lieu of a completed City and County of San Francisco application. Applications completed improperly may be cause for ineligibility, disqualification or may lead to a lower score.

Verification of Education and Experience

Every application is reviewed to ensure that you meet the minimum qualifications as listed in the job ad. Review  SF Careers Employment Applications  for considerations taken when reviewing applications.  

Applicants may be required to submit verification of qualifying education and experience at any point during the recruitment and selection process. If education or experience verification is required, information on how to verify education and experience requirements, including verifying foreign education credits or degree equivalency, can be found at  https://careers.sf.gov/knowledge/experience-education/ .

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

After application submission, candidates deemed qualified must complete all subsequent steps to advance in this selection process, which includes the following.

SELECTION PROCEDURES

Job Application -  Applicants must fully complete the job application. Information from resumes does not substitute for the information on the job application or preliminary questionnaire.
Preliminary Questionnaire   – Training and Experience Assessment   (100% Weight) - During the application process, candidates will be prompted to complete a Preliminary Questionnaire as part of the online employment process. Please answer the Preliminary Questionnaire carefully and thoroughly.  It will serve as the Training and Experience Assessment for this recruitment and will be used to determine your eligibility for this recruitment as well as your score and rank on the eligible list. Qualified applicants will be ranked on the eligible list based on the length of their exempt City service (in Category 16, 17, and/or 18) in the 1708 Senior Telephone Operator class, along with any additional qualifying points (e.g., promotive status), as outlined in Civil Service Commission (CSC) rules. All work history will be verified using official City records, which will serve as the final authority in determining qualifying service.

Additional selection processes may be conducted by the hiring department prior to making final hiring decisions.

Important Note:  Please make sure it is absolutely clear in your application exactly how you meet the minimum qualifications. Applicants may be required to submit verification of qualifying education and experience at any point during the recruitment and selection process. Please be aware that any misrepresentation of this information may disqualify you from this recruitment or future job opportunities. 

Certification

The certification rule for the eligible list resulting from this examination will be the Rule of the List .

Eligible List/Score Report :A confidential eligible list of applicant names that have passed the civil service examination process will be created and used for certification purposes only. An examination score report will be established, so applicants can view the ranks, final scores and number of eligible candidates. Applicant information, including names of applicants 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 the 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 6 months and may be extended with the approval of the Human Resources Director.

Where to Apply  

All job applications for the City and County of San Francisco must be submitted through our online portal. Please visit  https://careers.sf.gov/  to begin your application process.

Applicants may be contacted by email about this recruitment. Please consider using a personal email address that you check regularly rather than a work or school account.

Computers are available for the public (9:00 a.m. to 4:00 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 and at the  City Career Center at City Hall , 1 Dr. Carlton B. Goodlett Place, Room 110.

Ensure your application information is accurate, as changes may not be possible after submission. Your first and last name must match your legal ID for verification, and preferred names can be included in parentheses. Use your personal email address, not a shared or work email, to avoid unfixable issues.

Applicants will receive a confirmation email from  [email hidden]  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.

Terms of Announcement and Appeal Rights

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  https://careers.sf.gov/ .] 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 at  http://sfgov.org/civilservice/rules .  

Additional information regarding Employment with the City and County of San Francisco: 

Information about the Hiring Process  
Conviction History  
Employee Benefits Overview  
Equal Employment Opportunity  
Disaster Service Workers
Reasonable Accommodation
Right to Work
Copies of Application Documents
Diversity Statement
Veterans Preference
Seniority Credit in Promotional Exams

If you have any questions regarding this recruitment or application process, please contact the analyst, Diane Zhou at [email hidden]   or 628-271-6703.

We may use text messaging to communicate with you on the phone number provided in your application. By applying, you accept the  Trust and Privacy Policy  and you may opt out of text messaging anytime. 

The City and County of San Francisco encourages women, minorities and persons with disabilities to apply. Applicants will be considered regardless of their sex, race, age, religion, color, national origin, ancestry, physical disability, mental disability, medical condition (associated with cancer, a history of cancer, or genetic characteristics), HIV/AIDS status, genetic information, marital status, sexual orientation, gender, gender identity, gender expression, military and veteran status, or other protected category under the law.