Job Information

LOCATION OF (1) POSITION TO BE FILLED: DEPARTMENT OF MENTAL HEALTH & SUBSTANCE ABUSE SERVICES, MEMPHIS MENTAL HEALTH INSTITUTE DIVISION, SHELBY COUNTY

Minimum Qualifications

Education and Experience: Education equivalent to graduation from a standard high school.

Substitution of Experience for Education: Qualifying full-time clerical experience may substitute for the required education on a year-for-year basis.

Other Requirements

Necessary Special Qualifications: None.

Examination Method: Education and Experience,100%, for Preferred Service positions.

Job Overview

Summary: Under general supervision, performs high volume private branch exchange telephone operations work of average difficulty; and performs related work as required.

Distinguishing Features: This is the entry-working class in the Telephone Operator sub-series. An employee in this class may be assigned to fixed or rotating shift work and may be required to perform general clerical work as time permits. This class differs from that of Telephone Operator 2 in that an incumbent of the latter acts as shift lead person. However, an incumbent of this class may help train less experienced workers until they gain expertise in telephone operations work.

Work Activities

Monitor Processes, Materials, or Surroundings:

• Monitors fire control system by listening for an alarm and identifying the location of where the alarm was activated.

Controlling Machines and Processes:

• Operates two-way radio to dispatch security and patrol officers in response to emergency calls.
• Uses public address system and/or paging system to announce emergency situations or page medical staff or other employees.

Communicating with Persons Outside Organization:

• Handles emergency calls for medical, fire, police, and other aid by obtaining information about the emergency situation and contacting the appropriate response agency.
• Calls monitoring service to report verified emergencies or non-emergency situations when an alarm has been set off.

Interacting With Computers:

• Uses a computer to enter and retrieve information, including using word processing and spreadsheet software, as well as job-specific software.

Resolving Conflicts and Negotiating with Others:

• Resolves simple conflicts without supervisory input to ensure timely and efficient performance and maintain positive working relationships.

Communicating with Supervisors, Peers, or Subordinates:

• May place long distance calls for other staff with no access to outside telephone lines.

Performing for or Working Directly with the Public:

• Answers incoming local and long distance telephone calls and provides assistance by answering simple questions (e.g., directions to facility, operating hours) or making proper switchboard connections to the persons requested.
• Assists visitors by answering questions and directing them to appropriate area for their visit.

Coaching and Developing Others:

• Assists supervisor in giving brief training to new and inexperienced associates in telephone system.

Performing Administrative Activities:

• Performs a variety of clerical work such as copying, sorting records, filing, and incidental typing not requiring speed.

Documenting/Recording Information:

• Updates lists of telephone numbers, addresses, and employee work locations by editing a computer.

Competencies (KSA'S)

Competencies:

• Listening
• Patience
• Technical Learning
• Conflict Management
• Customer Focus
• Ethics and Values
• Peer Relationships
• Learning on the Fly
• Time Management

Knowledge:

• Basic Knowledge of procedures for requesting emergency services

Skills:

• Basic reading comprehension skills
• Basic speaking skills
• Active listening skills
• Basic skill in operating and controlling equipment or systems (e.g., fire alarm systems, telephone/paging systems)
• Basic writing skills

Abilities:

• Ability to quickly respond (with hand, finger, or foot) to a signal (sound, light, picture) when it appears
• Basic deductive reasoning abilities
• Ability to speak clearly so others can understand
• Basic oral comprehension abilities
• Basic oral expression abilities
• Basic written comprehension abilities
• Finger dexterity
• Ability to focus on a single source of sound in the presence of other distracting sounds
• Ability to tell the direction from which a sound originated
• Ability to identify and understand the speech of another person
• Ability to shift back and forth between two or more activities or sources of information
• Basic memorization abilities
• Basic written expression abilities
• Manual dexterity

Tools and Equipment Used