STATE OF NEW HAMPSHIRE
HUMAN RESOURCES
CLASSIFICATION: TELEPHONE OPERATOR
Class Code: 9340-07
Date Established: 07-01-50
Occupational Code: 1-1-4
Date of Last Revision: 12-28-01
BASIC PURPOSE: To answer and direct all incoming and
outgoing phone calls for a centralized switchboard.
CHARACTERISTIC DUTIES AND RESPONSIBILITIES:
o Receives all incoming telephone
switchboard calls and routes calls to appropriate areas or takes messages.
o Refers callers to other state
agencies for assistance and information.
o Provides a variety of typing or
clerical services for various work units as time permits.
o Acts as receptionist and provides
information and directions when required.
o Records and completes toll calls,
keeping a record of each, charging them to proper department or individual.
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DISTINGUISHING FACTORS:
Skill: Requires skill in applying instructions
to accomplish different job functions OR in operating machines for a variety of
different purposes.
Knowledge: Requires understanding and using
business or trades vocabulary or basic arithmetic to perform standard operating
procedures.
Impact: Requires responsibility for
contributing to agency objectives by ensuring the accuracy of support
activities within one or more organizational units. Errors at this level affect the work of others or have
measurable monetary consequences, and require verification and correction in
order to complete succeeding work operations.
Supervision: Requires no supervision of employees or
functions.
Working Conditions: Requires performing regular job
functions under good conditions in a safe working environment.
Physical Demands: Requires light work, including
continuous walking or operating simple equipment for extended periods of time
as well as occasional strenuous activities such as reaching or bending.
Communication: Requires obtaining and exchanging
information, referring inquiries to the appropriate source, or responding to
questions from state employees or members of the general public.
Complexity: Requires a combination of job functions
using minimal judgment to perform a variety of job tasks according to clearly
prescribed standard practices and procedures.
Independent Action: Requires making a limited number of
choices in selecting among alternative courses of action under supervisory
guidance and in performing job functions according to a variety of prescribed
policies or procedures.
MINIMUM QUALIFICATIONS:
Education: Completion of high school or G.E.D.
equivalent. Each additional year
of approved formal education may be substituted for one year of required work
experience.
Experience: Six months' experience as a telephone
operator. Additional years of
related work experience may not be substituted for the formal education
required by this class specification.
License/Certification: None required.
RECOMMENDED WORK TRAITS: Working knowledge of the operation of a
PBX switchboard or console.
Ability to operate a large switchboard under heavy load conditions
calmly and efficiently. Ability to
remember accurately, within a reasonable amount of training time, the names and
locations of personnel and to understand essential departmental
operations. Ability to establish
and maintain harmonious relationships with employees and the general
public. Must be willing to
maintain appearance appropriate to assigned duties and responsibilities as
determined by the agency appointing authority.
DISCLAIMER STATEMENT: This class specification is descriptive
of general duties and is not intended to list every specific function of this
class title.
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Last Updated 08/12/02
URL: /hr/classspec_t/9340.htm