Telephone Operator Series
California State Personnel Board Specification
Series established May 3, 1972
Scope
This series specification describes three classes in the California state service that operate or supervise the operation of a telephone switchboard of console equipment. Positions allocated to the entry and working level in this series, Telephone Operator, operate a telephone switchboard or console equipment. Positions allocated to the next higher level in the series, Senior Telephone Operator, are typically supervisory assignments. Positions allocated to the class of Supervising Telephone Operator are always supervisory.
Entry into this series at the Telephone Operator level is typically from outside State service or from classes in State service in which a person receives the necessary training and experience to operate a telephone switchboard.
Factors Affecting Position Allocation
Level of difficulty, variety, and complexity of assigned duties, independence of action and decisions, degree of supervision received and degree of supervision exercised serve as differentiating factors between individual classes. Additional considerations which enter into determinations of borderline allocations include such things as responsibility for monitoring emergency and/or security service systems, 24-hour operations, and responsibility for additional communication systems (teletype, telegram and two-way radio).
Definition of Levels
Telephone Operator
This is the entry and working level in this series. Incumbents in this class operator console equipment or a telephone switchboard in a State agency or institution; give information to the public; and perform clerical work of average difficulty. There may be lead responsibilities over others.
Senior Telephone Operator
This is the working supervisory level in this series. Incumbents typically supervise a small group of Telephone Operators and are responsible for the day-to-day operation of a telephone switchboard in a State agency. Incumbents also may perform the more difficult clerical work associated with the operation of a telephone switchboard and train new operators. Positions can also be found in the largest telephone operations where they assist a Supervising Telephone Operator.
Supervising Telephone Operator
This is the full supervisory level in this series. Positions are found in agencies where incumbents are expected to supervise a large staff in the day- to-day operation of a telephone switchboard or in the operation and service of a private central telephone system including the ongoing evaluation and record keeping needed to maintain an efficient telephone system.
Minimum Qualifications
Telephone Operator
One year of experience in the operation of a telephone switchboard or console.
Senior Telephone Operator
Either I
One year of experience in the California state service performing the duties of the class of Telephone Operator.
Or II
Two years of experience as an operator on a telephone switchboard or console.
Supervising Telephone Operator
Either I
One year of experience in the California state service performing the duties of the class of Senior Telephone Operator; or
Two years of experience in the California state service performing the duties of the class of Telephone Operator.
Or II
Three years of experience as an operator on a telephone switchboard or console, one of which must have been in a supervisory capacity.
Knowledge and Abilities
Telephone Operator
Knowledge of: Telephone techniques and switchboard procedure.
Ability to: Use telephone directories; think and act quickly in emergencies; do clerical work of average difficulty; understand and carry out oral and written directions; read and write at a level required for successful job performance.
Senior Telephone Operator
Knowledge of: All of the above, and principles of effective supervision and training; types and functions of telephone apparatus in general office use.
Ability to: All of the above, and supervise the work of others; schedule a telephone operator work force; maintain harmonious relations with the public and with the telephone company operators; maintain satisfactory telephone service, including the adjustment of complaints; analyze situations correctly and take effective action; think and work effectively under stress.
Supervising Telephone Operator
Knowledge of: All of the above, and department's Affirmative Action Program objectives; a manager's role in the Affirmative Action Program and the processes available to meet affirmative action objectives.
Ability to: All of the above, and effectively contribute to the department's affirmative action objectives.
Special Personal Requirements
All Levels:
Pleasing voice, clear enunciation and good hearing.
Class History
