Senior Telephone Operator (1708) - H00101 - San Francisco Department of Public Health - City and County of San Francisco

The Department of Public Health prioritizes equitable and inclusive access to quality healthcare for its community and values the importance of diversity in its workforce. All employees at the Department of Public Health work to advance equity, inclusion, and diversity with a specific lens and focus on race, ethnicity, gender, sex, sexuality, disability, and immigration status. 

• Application Opening – Monday, September 23, 2024
• Application Deadline – Tuesday, October 1, 2024
• Salary: $68,354 - $83,018 Annually
• Appointment Type:Permanent Civil Service
• Recruitment ID: CBT-1708-H00101
   

The Mission of the San Francisco Department of Public Health (SFDPH) is to protect and promote the health of all San Franciscans. SFDPH strives to achieve its mission through the work of multiple divisions - the San Francisco Health Network, Population Health, Behavioral Health Services, and Administration.

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.

• 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 performs other related duties as assigned/required.

Shifts: Varied. Most positions require flexibility to work various 8-hour shifts, weekends, and holidays as coverage needs dictate. Days, evenings, nights, overnights, weekends, and/or holiday shifts may be required.

Nature of Work: May be required to work alone on a shift; work day, evening, night, holidays and/or weekend shifts; respond to angry callers, disasters, and emergencies; and manage multiple tasks for immediate action.

MINIMUM QUALIFICATIONS (required)

• One (1) year of experience as an operator of a multiple-line voice communication console or a computerized telecommunication system; AND
• Ability to type 35 words per minute.

Applicants must meet the minimum qualification requirement by the final filing date unless otherwise noted.

One year of 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 Condition - Bilingual Proficiency: Some positions may require bilingual fluency in a variety of languages depending upon the department's bilingual needs. Only those eligible candidates who pass the bilingual proficiency test will be considered for bilingual positions. Applicants must indicate on the application form the language(s) in which they claim proficiency. 

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. 

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

Minimum Qualification Supplemental Questionnaire (MQSQ) (Weight: Qualifying): Candidates will be required to complete an MQSQ as part of the employment application. This MQSQ is designed to obtain specific information regarding an applicant's experience in relation to the Minimum Qualifications (MQ) for this position. The MQSQ will be used to evaluate if the applicant possesses the required minimum qualifications.

Assessment Component
Candidates that meet the minimum qualifications will be invited to participate in Supplemental Questionnaire exam that is designed to measure the knowledge, skills, and abilities in job related areas which may include but not be limited to:

Supplemental Questionnaire Examination (Weight: 100%): Candidates must achieve a passing score on the Supplemental Questionnaire exam in order to continue in the selection process and will be placed on the confidential eligible list in rank order according to their final score.

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

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

Eligible List/Score Report:
Once you pass the exam, you will be placed onto an eligible list and given a score and a rank. For more information, visit https://careers.sf.gov/knowledge/process/

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.

Additional information

How to apply:
Applications for City and County of San Francisco jobs are only accepted through an online process. Visit careers.sf.gov and begin the application process. 

Our e-mail communications may come from more than one department so please make sure your email is set to accept messages from all of us at this link. 

Applicants may be contacted by email about this recruitment therefore, it is their responsibility to contact the Analyst if they update their email address. 

Applicants will receive a confirmation email 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. Clerical errors may be corrected by the posting the correction on the Department of Human Resources website at https://careers.sf.gov/. The terms of this announcement may be appealed under Civil Service Rule 111A.35.1. The standard for the review of such appeals is ‘abuse of discretion’ or ‘no rational basis’ for establishing the position description, the minimum qualifications and/or the certification rule. Appeals must include a written statement of the item(s) being contested and the specific reason(s) why the cited item(s) constitute(s) abuse of discretion by the Human Resources Director. Appeals must be submitted directly to the Executive Officer of the Civil Service Commission within five business days of the announcement issuance date. 

DPH Health Critical Requirements and Information: Please review the following policies regarding DPH employment requirements that safeguard yourself and others. 

• COVID-19 Policies 
• Personal Protective Equipment (PPE)
• Medical Examination Prior to Hiring
• Electronic Health Record (EHR)
• Licensure/Certification/Registration
• Note on ICARE 

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 diane.zhou@sfdph.org or 628-271-6703 .

We may use text messaging to communicate with you on the phone number provided in your application. The first message will ask you to opt in to text messaging.

CONDITION OF EMPLOYMENT:  All City and County of San Francisco employees are required to be fully vaccinated against COVID-19 as a condition of employment. Someone is fully vaccinated when 14 days have passed since they received the final dose of a two-shot vaccine or a dose of a one-shot vaccine. Any new hire must present proof of full vaccination status to be appointed. Any new hire who will be routinely assigned or occasionally enter High-Risk Settings, must provide proof of having received a COVID-19 booster vaccine by March 1, 2022, or once eligible.

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.