FILING START DATE:  04/30/2019 at 7:00 a.m. (PDT). 

FILING WILL BE SUSPENDED AFTER THE FIRST 200 APPLICATIONS ARE RECEIVED OR ON MAY 15, 2019, WHICHEVER COMES FIRST.  APPLICATIONS RECEIVED AFTER THE FIRST 200 WILL NOT BE CONSIDERED.

EXAM NUMBER:  W2424A

TYPE OF RECRUITMENT:  Open Competitive Job Opportunity.

Supervises the operations of a 24-hour medical facility or call center, an automatic call distribution system, or a 24-hour non-medical telephone operating facility.

CLASSIFICATION STANDARDS:

Positions allocable to this class function as a shift supervisor to a higher-level telephone supervisor.  Incumbents supervise shift operations at a small medical facility, or supervise the work of three or more Telephone Operators on a shift at either a 24-hour emergency medical facility or at a telephone complex providing 24-hour service for non-medical emergencies.  Incumbents must have general knowledge of telephone techniques and switchboard procedures, of the general principles of effective supervision and training, and of rapid responses to emergency situations.

Plans, assigns and evaluates the work of assigned personnel.

Performs the duties of a telephone operator or radio telephone operator or Senior Telephone Operator.

Handles problem telephone calls and service complaints referred by operating staff.

Screens emergency calls and handles them directly or refers calls to the proper person.

Trains staff on the use of ticketing systems, of the facility's automated call distribution system, and on other telephone operator duties.

Prepares periodic statistical reports, keeps employee time records, orders supplies, maintains the telephone information directory, and compiles and updates emergency instructions.

Performs various clerical duties and incidental typing.

Reports unusual incidents and unsatisfactory working conditions to the facility's supervisor.

Attends meetings in the absence of the higher-level supervisor.

Option I:  One (1) year of experience at the level of Los Angeles County class of Senior Telephone Operator.*

*Experience at the level of Senior Telephone Operator is defined as leading a work of two or more Telephone Operators.

Option II: Two (2) years of experience at the level of Los Angeles County Class of Telephone Operator.**

**Experience at the level of Telephone Operator is defined as operating a telephone operations computerized system or console.

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.

PHYSICAL CLASS:
2 - Light:  Light physical effort which may include occasional light lifting to a 10 pound limit, and some bending, stooping, or squatting.  Considerable walking may be involved.

DESIRABLE QUALIFICATIONS:

EXAMINATION CONTENT:
This examination will consist of a multiple choice test weighted 100% covering:

• Telephone Practices
• Supervision
• Employee Training
• Customer Service
• Reading and Comprehension Ability

Applicants must meet the Selection Requirements and achieve a passing score of 70% or higher on the written examination in order to be placed on the Eligible List.

In accordance with Civil Service Rule 7.19, the examination materials are standardized and copyrighted and therefore not subject to review.

ELIGIBILITY INFORMATION:
The names of candidates receiving a passing grade in the examination will be placed on the Eligible List in the order of their score group for a period of twelve (12) months following the date of promulgation.  PASSING THIS EXAMINATION AND BEING PLACED ON THE ELIGIBLE LIST DO NOT GUARANTEE AN OFFER OF EMPLOYMENT.

The written test invitation will be sent to the candidates via email.  Candidates are responsible for providing a valid email address in their application.  Please add rmendez@isd.lacounty.gov to your email address book and list of approved senders to prevent email notifications from being filtered as spam/junk mail.

Final results will be sent by U.S. mail.  Test scores cannot be given over the phone.

VACANCY INFORMATION:
The resulting Eligible List for this examination will be used to fill a vacancy in the Internal Services Department, Customer Assistance Division.

SHIFT:  Any - Appointees may be required to work any shift, including nights, weekends, holidays, overtime, and call back.

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 "Apply" button for this posting. You can also track the status of your application using this website.  If you are unable to access the website, you may enter the following link to access your profile:
 
https://www.governmentjobs.com/careers/lacounty

We must receive your application and additional documents, if any, by 5:30 pm, PDT, on the last day of filing.  If you are unable to attach the required documents you may fax or email the exam analyst within 15 calendar days of filing.  Please include the exam number and the exam title.

Provide any relevant job experience and training in the spaces provided so we can evaluate your qualifications for the job.  For each field, give the name and address of your employer, your title, beginning and ending dates, number of hours worked per week, description of work performed.

All information 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.

Direct copies of class specifications and selection requirements as your description of duties will not be sufficient to meet requirements.

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.ADA Coordinator Phone:  (323) 267-2432
Teletype Phone:  (800) 899-4099
Alternate Teletype Phone:  (800) 897-0077
California Relay Services Phone:  (800) 735-2922

Department Contact Name:  Raul Mendez
Department Contact Phone:  (323) 267-2056
Department Fax:  (323) 780-9006
Department Contact Email: RMendez@isd.lacounty.gov