Telephone Operator – Part-Time Extra Help (Open)

County of San Mateo, CA
November 8, 2019
Redwood City, California
Job Type


The position vacancy is in the County's main 24-hour Private Branch Exchange (PBX) which is a unit of the Information Services Department (ISD). The department is in the San Mateo Medical Center located at 222 West 39th Avenue in the city of San Mateo. Telephone Operators under general supervision, operate a centralized soft telephone with an online directory that connects a high volume of incoming calls to the appropriate individuals, County staff and departments. Extra Help Telephone Operators will be required to work all shifts including evening, weekend and holiday shifts, provide off-hours support to co-workers, and perform other related duties as assigned.

The work schedule includes weekday evening shifts, and 8 hour shifts on Saturdayand Sunday.

Example of Duties

  • Provide factual information to the public regarding County functions and activities
  • Place authorized long-distance calls: maintain records of assisted and long-distance calls
  • Take emergency telephone calls and locate appropriate staff
  • Locate and notify appropriate individuals of fires, disasters, and similar emergencies
  • Monitor County intrusion and fire alarms and notify the appropriate agencies
  • Notify appropriate staff who are on-call and responsible for issues occurring after normal business hours involving the County Coroner, Sheriff's Office, Probation Department, and other County departments
  • Maintain logs of specific types of calls
  • Operate standard office equipment and perform minimal typing and clerical duties

Note: Extra-help assignments are at-will and the employee is paid on an hourly basis. Some extra help positions are eligible for benefits under the Affordable Care Act. Extra-help workers are not guaranteed permanent status at the end of the extra-help assignment.
Knowledge of:

  • English language, spelling, grammar, and punctuation
  • Customer service and interpersonal communications principles
  • Computer operation and usage in office and Communications Center environments
  • Basic principles in communicating by means of face-to-face contact, written, and via telephone
  • Various resources within the County in order to provide information to the public

Skill/Ability to:

  • Communicate clearly and concisely, in English, both orally and in writing.
  • Comprehend, interpret, relay and document information via telephone, computer software, or other related technology.
  • Screen and interpret general data and filter relevant information.
  • Learn and operate soft phone and/or console phones and other related technology.
  • Read and interpret various alarm devices and relay pertinent information.
  • Work under pressure, exercising good judgment and common sense while making sound decisions in emergency situations.
  • Remain calm and controlled under stressful periods while projecting a professional demeanor.
  • Perform multiple tasks simultaneously.
  • Listen, understand, and relay information via telephone and in person.
  • Establish and maintain positive and courteous working relationships with customers, the community, and co-workers.
  • Anticipate and adapt to fluctuating workloads.
  • Communicate and receive constructive feedback and opinions to affect change.
  • Access and refer to information using available resources.
  • Read, interpret, understand, and follow written and oral instructions and/or information.
  • Remain seated for long periods of time.
  • Hear in a noisy environment while communicating via telephone or face to face.
  • Deal tactfully and effectively with public callers, some of whom may be hostile or irate.
  • Quickly learn County procedures, personnel, offices, and functions.

Education and Experience: Any combination of education and experience that would likely provide the required knowledge, skills and abilities is qualifying. A typical way to qualify is one year of customer service experience involving considerable contact with the public.

Anyone may apply. A supplemental application form must be submitted in addition to our regular employment application form .This is a continuous recruitment.The San Mateo Information Services Department will screen applications as they are received and will contact qualified candidates for department interviews.The position could be filled at any time.

This is acontinuous recruitment which may close at any time. The final filing date will be posted five days in advance on this job announcement.

The San Mateo County Information Services Department will contact you by phone or email if your qualifications meet the current needs.

Please contact, Debra Finch Telephone Services Supervisor 650-573-3710 for any additional questions.

The County of San Mateo is a diverse, inclusive workplace, where employees are valued and respected for their different perspectives, experiences, backgrounds, and contributions.
We are proud to be an Equal Employment Opportunity Employer.

Analyst: Arlene Cahill (Telephone Operator - E480)

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