Rev. 4/98

City of San José

COMMUNICATIONS SERVICES OPERATOR (FT) (1176)

CLASS PURPOSE

Under general supervision, performs work of considerable difficulty operating an electronic telecommunications console and providing information, referrals, and electronic security support services in a major City facility such as City Hall, the Airport, or the Convention Center. Performs related work as required.

TYPICAL DUTIES AND RESULTS (Any one position may not include all the duties listed, nor do the examples cover all the duties which may be performed.)

• Answers City telephones on a 24-hour, 7 days-a-week basis, providing information, referral, dispatch, or transfer of calls.
• Coordinates airport emergency service responses, working with the City's Public Safety Dispatch Center, Police and Fire Departments, Airport Operations and Convention Center security staff on a 24-hour, 7 days-a-week basis.
• Coordinates police and/or security response to security intrusions, airline security checkpoint alarms.
• Operates radio communication equipment.
• Monitors HVAC and electronic fire warning systems and initiates appropriate response.
• Authorizes admission of personnel into City Hall after hours and on weekends.
• Operates a complex public address/paging system.
• Connects calls from the public requiring immediate response, such as traffic signals not operating, sewer line flooding, fallen trees or other traffic hazards, to the proper dispatch position.
• Operates emergency notification and other communications equipment, including closed circuit TV and computer terminals in a major City facility.
• Receives non-emergency calls, determines nature of call, provides information or connects to proper department/division, Airport tenant or other appropriate respondent.
• Provides information for City and non-City functions, such as licensing (bicycle, business, gun, marriage), permits (dance, demonstration, liquor, block party, peddler), events, exhibits, airline information, birth/death certificates, transit, jails, facility location and hours of operation.
• Develops telephone listings, internal telephone directory and referral systems and controls Lost and Found.
• Performs various clerical support functions, utilizing computer terminals, word processors, typewriters, calculators, cameras, etc.
• Maintains records and reports associated with communications and security operations.
• May assist in training new employees.

DISTINGUISHING CHARACTERISTICS

This is the entry-level class in the Communications Services Operations series and is distinguished from the class of Senior Communications Services Operator in that an incumbent of the latter has supervisory responsibility over this class. Incumbents of this class are generally closely confined to their workstations and may not leave their position until their replacement arrives.

Incumbents stationed at the Airport report directly to an assigned supervisor as determined by the Airport management. Incumbents at the San Jose International Airport are required to be on 24-hour, 7 days-a-week call for emergency service. Positions at the Airport are subject to a background investigation prior to any appointments being made.

QUALIFICATIONS

Minimum Knowledge, Skills and Abilities

• Ability to operate an electronic telephone communications console.
• Ability to make decisions in determining priority of emergency calls with little or no supervision.
• Ability to provide clear information with a well-modulated voice and to remain calm and pleasant under stress or pressure.
• Ability to retain verbal information.
• Ability to learn a series of procedures, names, responses and emergency functions.
• Ability to prepare reports and clerical records of activities.
• Ability to maintain and report simple clerical records of activities.
• Ability to deal diplomatically and courteously with the general public and other agencies.

Competency Knowledge Skills and Abilities

• Knowledge of Police, Fire, Public Works, Airport and other emergency and operating procedures.
• Knowledge of City policies, department functions, procedures, locations and hours of operation.
• Knowledge of other agency functions, such as county, state, and federal.
• Ability to handle heavy volume telephone traffic.
• Ability to operate computer keyboard.

Education

Completion of high school, General Educational Development (G.E.D.) Certificate, or California Proficiency Certificate.

Experience

One (1) year of experience operating Telecommunications and/or radio equipment providing service referral and information to the general public.

Acceptable Substitutions

None.

Formerly Telephone Operator

(5/80), (Rev. & Ret. 5/81), (Rev. 2/83), (Rev. 10/85), (Rev. 12/87), (Rev. 10/91), (Rev. 7/92),

(Rev. 4/98)

1176s001.doc