Senior Telephone Operator

EXAM NUMBER
Y2423B

TYPE OF RECRUITMENT

Open Competitive Job Opportunity

FILING DATES

February 27, 2024, at 12:30 P.M., (PT)

Only the first 200 applications will be accepted for this examination. Filing will be suspended after the first 200 applications are received or by March 12, 2024, whichever occurs first.

NO WITHHOLDS OR OUT-OF-CLASS EXPERIENCE WILL NOT BE ACCEPTED FOR THIS EXAMINATION

ABOUT LOS ANGELES COUNTY DEPARTMENT OF HEALTH SERVICES:
The Los Angeles County Department of Health Services (DHS) is the second largest municipal health system in the nation. Through its integrated system of 25 health centers and four hospitals - and expanded network of community partner clinics - DHS annually provides direct care for over 600,000 unique patients, employs over 23,000 staff, and has an annual budget of over $6.9 billion. For additional information regarding DHS please visit www.dhs.lacounty.gov.

Through academic affiliations with the University of California, Los Angeles (UCLA), the University of Southern California (USC), and the Charles R. Drew University of Medicine and Sciences (CDU), DHS hospitals are training sites for physicians completing their Graduate Medical Education in nearly every medical specialty and subspecialty. In addition, to its direct clinical services, DHS also runs the Emergency Medical Services (EMS) Agency and the County's 911 emergency response system, as well as Housing for Health and the Office of Diversion and Re-entry, each with a critical role in connecting vulnerable populations, including those released from correctional and institutional settings to supportive housing.

MISSION:
To advance the health of our patients and our communities by providing extraordinary care.

DEFINITION:
Leads the work of two or more Telephone Operators.

CLASSIFICATION STANDARDS:
Positions allocable to this class typically report to a Telephone Operations Supervisor and provide lead supervision to two or more Telephone Operators at County facilities geographically removed from the supervisor's headquarters. Incumbents in these positions also perform the work of a Telephone Operator using one of the following: an automatic call distribution system, a telephone system switching console, or other automated telephone systems. These positions require a thorough knowledge of departmental telephone operations and procedures.

Serves as department lead/primary contact in the absence of the department supervisor.

Participates in documentation for performance management related concerns as needed.

Trains Telephone Operators in telephone techniques, proper phrasing, specific procedures for the facility and participates in evaluating their progress.

Acts as lead to lower-level staff during emergency/security response incidents such as code blues, code reds, or other disaster response systems, following established procedures and protocols.

Performs the duties of Telephone Operator.

Provides clear and concise information to receiving unit prior to transferring calls and complaints.

Coordinates the activities and provides lead supervision to subordinate Telephone Operators.

Maintains telephone directories via SPOK console in order to access correct information and makes necessary changes/updates to ensure operators have current information.

Handles disciplinary problems as directed by the supervisor, including writing follow-up reports, formal warnings, and employee counseling, as required.

Documents detailed information for emergency calls and communicates incidents with all required departments.

Handles service complaints and assists lower-level staff with problem telephone calls.

Reports to the supervisor and completes necessary paperwork for unsatisfactory working conditions, unusual incidents, equipment problems, long distance calls, emergencies, and incidental situations. Submits and tracks requests for equipment issues/errors through the point of resolution.

Performs incidental and various clerical duties using basic keyboarding skills.

Prepares periodic statistical reports of communications traffic, orders supplies, maintains and updates the telephone information directory, and records telephone trouble reports.

Answers and directs calls for centralized telephone repair to repair technicians, as needed.

SELECTION REQUIREMENTS:

OPTION I:

One (1) year of experience as a Telephone Operator in the service of the County of Los Angeles.

Applicants must have County status in this class, as evidenced by holding or having held such payroll title.

OPTION 2:

One (1) year of experience operating one of the following: a telephone system, an automatic call distribution system, a telephone system switching console, or other automated telephone system.

PHYSICAL CLASS II - Light: This class includes administrative and clerical positions requiring light physical effort that may include occasional light lifting to a 10-pound limit and some bending, stooping, or squatting. Considerable ambulation may be involved.

LICENSE:
A valid California Class C Driver License or the ability to utilize an alternative method of transportation when needed to carry out job-related essential functions.

SPECIAL REQUIREMENT INFORMATION:

DESIRABLE QUALIFICATIONS:

Additional credit will be given to applicants that possess the following:

SPECIAL REQUIREMENT INFORMATION:

ALL APPLICANTS MUST MEET THE REQUIREMENTS AT THE TIME OF FILING IN ORDER TO BE CONSIDERED FOR THIS EXAMINATION.

EXAMINATION CONTENT:

This examination will consist of an evaluation of experience based upon application information and supplemental questionnaire weighted at 100%.

Candidates must achieve a passing score of 70% higher on this examination in order to be added to the eligible register for this examination.

ELIGIBILITY INFORMATION:
Applications will be processed on an "as-received" basis and those receiving a passing score will be promulgated to the eligible register accordingly.

The names of candidates receiving a passing score in the examination will be added to the eligible register and will appear in the order of their score group for a period of twelve (12) months following the date of eligibility.

No person may compete in this examination more than once every twelve (12) months.

SPECIAL INFORMATION

VACANCY INFORMATION:
The resulting eligible register for this examination will be used to fill vacancies in the Department of Health Services (DHS) throughout Los Angeles County as they occur.

AVAILABLE SHIFT:

Appointees may be required to work any shift, including evenings, nights, weekends, and holidays.

APPLICATION AND FILING INFORMATION:

Applications must be filed online only. Applications submitted by U.S. mail, Fax, or in person will not be accepted.

Apply online by clicking on the green "APPLY" button at the top right of this posting. You can also track the status of your application using this website.

This examination will remain open until the needs of the service are met. Application filing may be suspended at any time with or without advance notice.

Applications electronically received after 4:59 p.m., PT, on the last day of filing will not be accepted.

NOTE: If you are unable to attach required documents during application submission, you must email the documents to Yolanda Ramos at yramos@dhs.lacounty.gov within seven (7) calendar days of filing your application online. Please include your name, the exam title, and the exam number.

Plan to submit your online application well in advance of the deadline as you may be required to verify your email address. This only needs to be done once per email address, and if you already have a job seeker account on www.governmentjobs.com/careers/lacounty, you can verify at any time by logging in and following the prompts. This is to enhance the security of your online application and to ensure you do not enter an incorrect email address.

For the foreseeable future, all notices will be sent electronically to the email address provided on the application. It is important that you provide a valid email address. Please add yramos@dhs.lacounty.gov as well as noreply@governmentjobs.com, and info@governmentjobs.com to your email address and list of approved senders to prevent email notifications from being filtered as spam/junk/clutter mail.

Applicants have the ability to opt out of emails from LA County. If you unsubscribe, you will not receive any email notification for any examination for which you apply with Los Angeles County.

Regardless of whether you choose to unsubscribe, you can always check for notifications by logging into governmentjobs.com and viewing your profile box, which saves a copy of all emailed notices.

IMPORTANT NOTES:

• All information and documents provided by applicants is subject to verification.
• We may reject your application at any time during the examination and hiring process, including after appointment has been made.
• Falsification of any information may result in disqualification or rescission of appointment.
• Utilizing VERBIAGE from Class Specification and/or Minimum/Selection Requirements serving as your description of duties WILL NOT be sufficient to demonstrate that you meet the requirements. Comments such as "See Résumé" or referencing other unsolicited materials/documents will not be considered as a response; in doing so, your application will be rejected.
• Fill out your application completely. The acceptance of your application depends on whether you have clearly shown that you meet the Requirements. Fill out your application completely and correctly to receive full credit for any relevant education, training, and experience in the spaces provided so we can evaluate your qualifications for the position. Please do not group your experience. For each job held, give the name and address of your employer, your job title, beginning and ending dates, number of hours worked per week and description of work performed. If your application is incomplete, it will be rejected.

SOCIAL SECURITY NUMBER:
Please include your Social Security Number for record control purposes. Federal law requires that all employed persons have a Social Security Number.

COMPUTER AND INTERNET ACCESS AT PUBLIC LIBRARIES:
For candidates who may not have regular access to a computer or the internet, applications can be completed on computers at public libraries throughout Los Angeles County.

NO SHARING OF USER ID, E-MAIL, AND PASSWORD:
All applicants must file their application using their own user ID and password. Using a family member's or friend's user ID and password may erase a candidate's original application record.

FAIR CHANCE INITIATIVE:

The County of Los Angeles is a Fair Chance employer. Except for a very limited number of positions, you will not be asked to provide information about a conviction history unless you receive a contingent offer of employment. The County will make an individualized assessment of whether your conviction history has a direct or adverse relationship with the specific duties of the job, and consider potential mitigating factors, including, but not limited to, evidence and extent of rehabilitation, regency of the offense(s), and age at the time of the offense(s). If asked to provide information about a conviction history, any convictions or court records which are exempted by a valid court order do not have to be disclosed.

Anti-Racism, Diversity, and Inclusion (ARDI):

The County of Los Angeles recognizes and affirms that all people are created equal and are entitled to all rights afforded by the Constitution of the United States. The Department of Human Resources is committed to promoting Anti-racism, Diversity, and Inclusion efforts to address the inequalities and disparities amongst race. We support the ARDI Strategic Plan and its goals by improving equality, diversity, and inclusion in recruitment, selection, and employment practices.

DEPARTMENT CONTACT:

Yolanda Ramos, Exam Analyst

yramos@dhs.lacounty.gov

(213) 288-7000

ADA COORDINATOR PHONE: (323) 914-7111

TELETYPE PHONE: (800) 899-4099

CALIFORNIA RELAY SERVICES PHONE: (800) 735-2922

Employment Type: Full time