TELEPHONE OPERATOR 1 - 10282025-72553

Job Information

LOCATION OF (1) POSITION(S) TO BE FILLED: DEPARTMENT OF MENTAL HEALTH & SUBSTANCE ABUSE SERVICES, MEMPHIS MENTAL HEALTH INSTITUTE, SHELBY COUNTY

This position requires a criminal background check. Therefore, you may be required to provide information about your criminal history in order to be considered for this position.

Qualifications

1. Complete a criminal history disclosure form in a manner approved by the appointing authority;
2. Agree to release all records involving their criminal history to the appointing authority;
3. Supply a fingerprint sample prescribed by the TBI based criminal history records check.

Overview

Under general supervision, the Telephone Operator 1 is the entry-working class in the telephone operator sub-series, primarily focused on handling high-volume telephone operations and providing essential communication services for the organization. This role may involve fixed or rotating shifts and includes general clerical duties as needed. This class differs from the Telephone Operator 2, which takes on a shift lead role, providing guidance and support to other telephone operators and managing more complex responsibilities.

Responsibilities

1. Answer incoming calls, provide information, and connect callers to the requested persons.
2. Assist visitors by answering questions and directing them to the appropriate area.
3. Monitor the fire control system, listen for alarms, and identify their locations to ensure prompt response.
4. Operate a two-way radio to dispatch security and patrol officers during emergencies.
5. Use the public address or paging system to announce emergencies and page medical staff or employees.
6. Handle emergency calls by gathering information and contacting the appropriate response agency.
7. Enter and retrieve information using word processing, spreadsheet software, and job-specific programs.
8. Resolve simple conflicts independently to maintain performance and positive working relationships.
9. Assist in training new and inexperienced associates on the telephone system.
10. Perform clerical tasks such as copying, sorting records, filing, and incidental typing.

Competencies (KSA's)

1. Communicates Effectively
2. Interpersonal Savvy
3. Tech Savvy
4. Manages Conflict
5. Customer Focus

1. Public Safety and Security
2. Telecommunications
3. Customer and Personal Service
4. Clerical

1. Writing
2. Reading Comprehension
3. Active Learning and Listening
4. Equipment Operation
5. Speaking

1. Reaction Time
2. Written Comprehension
3. Speech Recognition
4. Speech Clarity
5. Auditory Attention

Tools & Equipment

1. Telephone
2. Two-Way Radio
3. Computer
4. Alarm/Emergency Response System
5. Printer