SAN BERNARDINO COMMUNITY COLLEGE DISTRICT
Switchboard Operator (Continued)
San Bernardino Community College District
Switchboard Operator
Class specifications are intended to present a descriptive list of the range of duties performed by employees in the class. Specifications are not intended to reflect all duties performed within the job; however, any additional duties will be reasonably related to this class.
Summary Description
Under general supervision, operates a central telephone system; answers incoming calls; evaluates calls and relays to appropriate office or person; routes emergency calls and telephone threats to emergency personnel; provides general information and assistance; and performs routine clerical tasks.
representative Duties
The following duties are typical for this classification.
- Receives and answers incoming calls on central telephone system including routine and emergency calls; evaluates described problem or situation to determine appropriate action and/or office or person to relay call to; relays calls as appropriate.
- Routes emergency instructions as necessary; receives and responds accordingly to incoming telephone threats; may enter calls into computer system via a CRT terminal for dispatch; may operate police dispatch radio or paging system; may research various data banks to obtain information requested by law enforcement personnel; transfers fire, medical, and other calls to appropriate agencies; maintains log of events.
- Answers routine questions and provides information and assistance to callers including to provide general information regarding location and/or hours of operation for campus activities and campus personnel; provides information related to District organization and name of District or campus personnel; provides general information regarding District and College regulations and policies.
- Maintains current listing of office and individual phone extensions; maintains awareness of alternate or message extension numbers; may take messages.
- May maintain various directories including community directories to provide general information and assistance; coordinates with other District offices in updating telephone directories for the College and District to reflect new and departing employees.
- Orders and distributes telephone books to campus offices.
- Maintains a variety of records; may prepare routine reports.
- Performs general office and clerical duties in support of assigned office.
- Notifies telephone company when telephone installation or repair is needed for public phones.
- May distribute keys for evening employees.
- May train and supervise student workers or substitutes.
- Performs related duties as required.
QUALIFICATIONS
The following generally describes the knowledge and ability required to enter the job and/or be learned within a short period of time in order to successfully perform the assigned duties.
Knowledge of:
Operating characteristics of a multi-line switchboard console.
Office procedures, methods, and equipment including computers and applicable software applications such as word processing, spreadsheets, and databases.
Basic principles and techniques used in public relations including methods and techniques of proper receptionist and telephone etiquette.
Basic principles and practices used to establish and maintain files and information retrieval systems.
Basic principles, practices, and procedures of record keeping.
Basic mathematical concepts.
Work organization principles and practices.
English usage, grammar, spelling, punctuation, and vocabulary.
Ability to:
Learn and understand the organization and operation of the assigned program area as necessary to assume assigned responsibilities.
Learn, understand, interpret, and apply general administrative and office policies and procedures.
Operate a telephone switchboard including under stressful or emergency situations with calm and good judgment.
Perform a variety of general office support/clerical duties and activities of a general nature for an assigned office.
Respond tactfully, clearly, concisely, and appropriately to requests and inquiries from students, staff, the general public, press, or other agencies; effectively present information in person or on the telephone to students, staff or the public.
Use sound judgment in recognizing scope of authority.
Maintain current knowledge of campus events and locations.
Compile and organize data and information.
Maintain filing systems.
Operate office equipment including computers and supporting word processing, spreadsheet, and database applications.
Type or enter data at a speed necessary for successful job performance.
Adapt to changing technologies and learn functionality of new equipment and systems.
Work under steady pressure with frequent interruptions and a high degree of public contact by phone or in person.
Relate effectively with people of varied academic, cultural, and socio-economic backgrounds using tact, diplomacy, and courtesy.
Communicate clearly and concisely, both orally and in writing.
Establish and maintain effective working relationships with those contacted in the course of work.
Education and Experience Guidelines - Any combination of education and experience that would likely provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be:
Education/Training:
Equivalent to the completion of the twelfth grade.
Experience:
Some experience in the operation of a switchboard or completion of recognized training in the operation of a state-of-the-art telephone system.
physical demands and WORKING ENVIRONMENT
The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.
Environment: Work is performed primarily in a standard office setting; frequent interruptions and contact in person and on the telephone with students, academic and classified staff, and others.
Physical: Primary functions require sufficient physical ability and mobility to work in an office setting; to sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard; and to verbally communicate to exchange information.
Vision: See in the normal visual range with or without correction; vision sufficient to read computer screens and printed documents; and to operate assigned equipment.
Hearing: Hear in the normal audio range with or without correction.
Board Approved:
Johnson & Associates Revised: January 2007