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State of Washington Classified Job Specification

PBX & TELEPHONE OPERATOR

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PBX & TELEPHONE OPERATOR
101G
Category: Administrative Services

Definition

Serving an institution, teaching hospital, or medical center, receives and routes incoming calls through private branch telephone exchange (PBX) or other telephone switching system, and is responsible for receiving and transmitting to staff information concerning security, safety, medical or behavioral situations requiring immediate investigative or corrective action.

 

Distinguishing Characteristics

Positions in this class are expected to exercise independent judgment when dealing with emergent situations which are not specifically covered by procedure, the usual methods of solution, or instructions by the supervisor.  Within established guidelines, provides multiple communications services such as campus radio dispatching, personal alarm system, emergency digital voice recording system, paging system, public address system, and intercom system.  Responsible for implementing and escalating emergency notifications as the situation demands.

Testing

Typical Work

Operates Private Branch Exchange (PBX); receives and answers all campus-wide 911 calls; and places long distance, collect, toll free, bill-to, credit, SCAN (State Controlled Area Network) and other calls; transfers calls between extensions; maintains call logs and records; 

Operates MEDCON (Medical Consult) call directors; responsible for monitoring alarms and test data; transfers calls as appropriate; maintains records and statistics related to MEDCON calls; 

Operates local two-way radio base station or two-way radio transmitter to transmit information; issues hand-held two-way radios to authorized staff; issues radio batteries and/or operates ancillary battery charging equipment; 

Receives, alerts and transmits to staff information concerning security, missing residents, safety, medical or behavioral situations requiring investigation or corrective action; alerts local authorities as appropriate; relays information between local authorities and staff; 

Monitors fire, intrusion and/or other alarm systems; notifies security, staff and/or local authorities of alarm activation; monitors alarm systems; 

Programs and operates paging system to locate individuals, passes information or announces incoming calls; 

Maintains locator files; provides directory services; assists callers in locating proper departments, offices or individuals by determining the nature of business involved; 

Receives and directs public; gives information to visitors or callers pertaining to procedures and/or on-campus activities; 

Performs assigned clerical duties and some incidental typing; 

Secures and controls access to facility keys after normal business hours; 

Performs other work as required.

Knowledge and Abilities

Knowledge of:  PBX System; paging equipment; two-way radio communications; applicable Federal Communications Commission Rules; office practices, including filing, indexing, cross-referencing and data recording methods; commonly used office equipment; spelling and punctuation; rules of grammar; arithmetic.   

Ability to:  Operate PBX, paging, two-way radio, alarm systems, facsimile and other commonly used office equipment; accept responsibility for a variety of activities without regular direction; deal tactfully and effectively with individuals and situations; prioritize tasks and responsibilities during an emergency situations; calmly work through very stressful situations; multi-task; understand and follow directions; apply clerical procedures; maintain professional appearance and courteous attitude toward public and fellow employees.

Desirable Qualifications

Graduation from high school or GED (General Educational Development) equivalent. 

 

AND

 

One year of experience as receptionist, switchboard operator, PBX operator, radio communications operator or experience performing clerical office work which required direct public contact.

 

Additional operator or clerical experience will substitute, year for year, for education.

Class Specification History

New class consolidates 02155 PBX Security Communications Operator, 2281 Telephone Communications Operator – Hospital; adopted May 11, 2007, effective July 1, 2007.

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