1708 Senior Telephone Operator

Recruitment #CBT-1708-902507








Under general supervision, the Senior Telephone Operator performs the duties of an attendant console operator, operating voice and data computerized telecommunication system, public address and/or paging systems, Public Branch Exchange (PBX) and emergency monitoring equipment.


The eligible list resulting from this Class Based Test (CBT) announcement will be used to fill current and future vacancies in this class.



Most positions require flexibility to work various 8-hour shifts, weekends and holidays as coverage needs dictate.



The essential duties of this position include but are not limited to the following:


1.      Answers, screens and routes incoming calls.


2.      Uses computers to provide information to the public regarding public events and City functions.


3.      Updates personnel and departmental directories and databases.  Reports hardware and/or software problems with communications equipment to the telephone company, supervisors and/or appropriate city personnel.  Trains and instructs operators in the procedural operation of a voice and data communication console and related equipment.


4.      Supervises/acts as lead operator by issuing work assignments and monitoring work schedules and performance.


5.      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.


6.      Dispatches teams of medical emergency workers in response to code blues and other requests for emergency assistance.


7.      Operates overhead public address system for public announcements and paging employees.


8.      Schedules repairs and installations of equipment by coordinating with the department of Telecommunication and Information Services, service providers such as telecommunication carriers, and other vendors.


The 1708 Senior Telephone Operator also performs others related duties as required.

Minimum Qualifications

1.      One year (2,000 hours) of verifiable experience as an operator of heavy volume multiple switchboard, Centrex board, Centrex local, or as an operator of a computerized telecommunication system; AND


2.      Ability to type and operate a computer data terminal at 35 words per minute.


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


Verification of Experience: http://sfdhr.org/getting-job#verification

Applicants may be required to submit verification of qualifying education and experience at any point during the recruitment and selection process.


Verification of Education: If education verification is required, information on how to verify education requirements, including verifying foreign education credits or degree equivalency, can be found at http://sfdhr.org/how-verify-education-requirements


Note: Falsifying one’s education, training, or work experience or attempted deception on the application may result in disqualification for this and future job opportunities with the City and County of San Francisco.

How To Apply

Applications for City and County of San Francisco jobs are only accepted through an online process.  Visit www.jobaps.com/sf to register an account (if you have not already done so) and begin the application process.


·        Select the desired job announcement

·        Select “Apply” and read and acknowledge the information

·        Select either “I am a New User” if you have not previously registered, or “I have Registered Previously”

·         Follow instructions on the screen


Computers are available for the public (from 8:00 a.m. to 5:00 p.m. Monday through Friday) to file online applications in the lobby of the Dept. of Human Resources at 1 South Van Ness Avenue, 4th Floor, San Francisco.


Applicants may be contacted by email about this announcement and, therefore, it is their responsibility to ensure that their registered email address is accurate and kept up-to-date. Also, applicants must ensure that email from CCSF is not blocked on their computer by a spam filter. To prevent blocking, applicants should set up their email to accept CCSF mail from the following addresses (@sfgov.org, @sfdpw.org, @sfport.com, @flysfo.com, @sfwater.org, @sfdph.org, @asianart.org, @sfmta.com, @sfpl.org, @dcyf.org, @first5sf.org).


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.


All work experience, education, training and other information substantiating how you meet the minimum qualifications must be included on your application by the filing deadline. Information submitted after the filing deadline will not be considered in determining whether you meet the minimum qualifications.


Applications completed improperly may be cause for ineligibility, disqualification or may lead to lower scores.


If you have any questions regarding this recruitment or application process, please contact the exam analyst, Emma Perez, by telephone at 415-554-2918, or by email at emma.perez@sfdph.org.

Selection Procedures

Supplemental Questionnaire Evaluation (Weight 100%): Candidates will be prompted to complete a supplemental questionnaire as part of the online employment application process. The Supplemental Questionnaire Evaluation is designed to measure knowledge, skills, and/or abilities in job-related areas which may include, but not be limited to: Knowledge of general clerical procedures; Knowledge of forms and functions of various computerized telecommunication systems;  Knowledge of code blue and other emergency signals; Ability to type and operate a computer data terminal at 35 WPM; English language oral communication ability; Ability to provide accurate information; Ability to read written information and operate computerized voice communication equipment, Public Branch Exchange and related systems; Ability to answer, screen, and route incoming calls; Ability to operate 2-way radio communication equipment and public address systems;  Ability to work courteously, tactfully, and effectively with the public, department employees, City personnel, and/or outside organizations; and written communication ability including those of an emergency nature that require immediate clear and concise action and route messages accurately.


All relevant experience, education and/or training must be described in the work experience and/or education sections of the application and Supplemental Questionnaire by the filing deadline in order to be reviewed.  Candidate responses on the Supplemental Questionnaire cannot be changed once submitted.


Candidates must achieve a passing score on all selection procedures in order to be ranked on the eligible list.


Candidates will be placed on the eligible list in rank order to their final score.



The certification rule for the eligible list resulting from this examination will be Rule of Three Scores. Additional selection processes may be conducted by the hiring department prior to making final hiring decisions


Eligible List:

The eligible list resulting from this examination is subject to change after adoption (e.g., as a result of appeals), as directed by the Human Resources Director or the Civil Service Commission.


The duration of the eligible list resulting from this examination process will be of 12 months, and may be extended with the approval of the Human Resources Director.

Conviction History

As a finalist for a job, you will be fingerprinted, and your fingerprints will be sent to the California Department of Justice (DOJ) and the Federal Bureau of Investigation (FBI). The resulting report of your conviction history (if any) will be used to determine whether the nature of your conviction (or arrest, in limited circumstances) conflicts with the specific duties and responsibilities of the job for which you are a finalist. If a conflict exists, you will be asked to present any evidence of rehabilitation that may mitigate the conflict, except when federal or state regulations bar employment in specific circumstances, such as:


·        Candidates applying for positions with the Unified School District and the Community College District may be disqualified from consideration should their conviction history not meet the standards established under the California Education Code.

·        Candidates applying for positions with the Recreation and Park Department may be disqualified from consideration should their conviction history not meet the standards established under California Public Resources Code 5164.


Having a conviction history does not automatically preclude you from a job with the City.


If you are selected as a finalist, the hiring department will contact you to schedule a fingerprinting appointment.

Disaster Service Workers

All City and County of San Francisco employees are designated Disaster Service Workers through state and local law (California Government Code Section 3100-3109). Employment with the City requires the affirmation of a loyalty oath to this effect. Employees are required to complete all Disaster Service Worker-related training as assigned, and to return to work as ordered in the event of an emergency.



Valid licensure/certification/registration as a requirement to perform the job must be kept current throughout length of employment. Failure to demonstrate/show proof of possession of required valid licensure/certification/registration may result in dismissal and/or termination of employment.


Note on ICARE:

Willingness to uphold/abide by ZSFG’s ICARE philosophy for employee and patient interactions (I-Introduce, C-Connect, A-Ask, R-Respond, E-Exit).


Note on Electronic Health Record (EHR):

The Department of Public Health (DPH) is implementing a unified Electronic Health Record (EHR) system and DPH employees must demonstrate competency in the use of the system that is appropriate for their classification as a condition of employment.


Note on Personal Protective Equipment (PPE):

Some positions in the Department of Public Health will require the use of personal protective equipment (PPE), including but not limited to gloves, gowns, eye and face protection, and face-fitting respirators. The requirement for the use of PPE may come on short or no notice. Facial hair or any condition that interferes with a face-fitting respirator’s seal (i.e. comes between the sealing surfaces of the respirator and the wearer’s bare skin) is not permitted when face-fitting respirators are worn, including during initial or periodic respirator fit-testing.  Employees who choose not to shave and do not have either American Disabilities Act (ADA) or Equal Employment Opportunity (EEO) Accommodations do not have the right to alternate work assignments or the option of using a loose-fitting Powered Air Purifying Respirator (PAPR) in place of a FaceFitting Respirator.


Medical Examination/Drug Testing:

Prior to appointment, at the Department's expense, applicants may be required to take a tuberculosis (TB) screening test, a medical examination and/or drug test.


Terms of Announcement:

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.  [Note: The correction of clerical errors in an announcement may be posted on the Department of Human Resources website at www.jobaps.com/sf.] The terms of this announcement may be appealed under Civil Service Rule 110.4.  Such appeals must be submitted in writing to the Department of Human Resources, 1 S Van Ness Avenue, 4th Floor, San Francisco, CA 94103-5413 by close of business on the 5th business day following the issuance date of this examination announcement.  Information concerning other Civil Service Commission Rules involving announcements, applications and examination policies, including applicant appeal rights, can be found on the Civil Service Commission website at http://sfgov.org/civilservice/rules.


General Information concerning City and County of San Francisco Employment Policies and Procedures:

Important Employment Information for the City and County of San Francisco can be obtained at http://www.sfdhr.org/index.aspx?page=20 or hard copy at 1 South Van Ness Avenue, 4th Floor.


Copies of Application Documents:



Right to Work:



Information on requesting a reasonable ADA Accommodation:  http://www.sfdhr.org/index.aspx?page=20#applicantswithdisabilities


Information regarding requests for Veterans Preference can be found at:



Information regarding Seniority Credit can be found at:




Exam Type:  CPE

Issued:  December 22, 2017

Micki Callahan

Human Resources Director

Department of Human Resources

Recruitment ID Number: CBT-1708-902507



All employees hired on or after January 10, 2009 will be required (pursuant to San Francisco Charter Section A8.432) to contribute 2% of pre-tax compensation to fund retiree healthcare. In addition, most employees are required to make a member contribution towards retirement, ranging from 7.5%-13.25% of compensation. For more information on these provisions, please contact the personnel office of the hiring agency.

For more information about benefits, please click here.


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