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TITLE: Switchboard Operators
DEFINITION: Operate cord or cordless switchboard to relay incoming, outgoing, and interoffice calls. May supply information to callers and record messages. May also act as receptionist, perform routine clerical work, and type.
TASKS:
1. Operates communication system, such as telephone, switchboard, intercom, two-way radio, or public address.
2. Greets caller, furnishes information to caller or visitor, and relays calls.
3. Places telephone calls as instructed.
4. Records messages, suggesting rewording for clarity and conciseness.
5. Relays and routes messages.
6. Performs clerical duties, such as typing, proofreading, accepting orders, scheduling appointments, and sorting mail.
7. Keeps records of calls placed and charges incurred, if any.
8. Receives visitors and obtains name and nature of business.
9. Date stamps and files messages.
KNOWLEDGE:
Knowledge elements are ranked by importance.
83 Clerical
Knowledge of administrative and clerical procedures and systems such as word processing systems, filing and records management systems, stenography and transcription, forms design principles, and other office procedures and terminology
75 Telecommunications
Knowledge of transmission, broadcasting, switching, control, and operation of telecommunications systems
75 English Language
Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar
50 Customer and Personal Service
Knowledge of principles and processes for providing customer and personal services including needs assessment techniques, quality service standards, alternative delivery systems, and customer satisfaction evaluation techniques
50 Computers and Electronics
Knowledge of electric circuit boards, processors, chips, and computer hardware and software, including applications and programming
33 Communications and Media
Knowledge of media production, communication, and dissemination techniques and methods including alternative ways to inform and entertain via written, oral, and visual media
21 Economics and Accounting
Knowledge of economic and accounting principles and practices, the financial markets, banking, and the analysis and reporting of financial data
17 Mathematics
Knowledge of numbers, their operations, and interrelationships including arithmetic, algebra, geometry, calculus, statistics, and their applications
13 Psychology
Knowledge of human behavior and performance, mental processes, psychological research methods, and the assessment and treatment of behavioral and affective disorders
8 Geography
Knowledge of various methods for describing the location and distribution of land, sea, and air masses including their physical locations, relationships, and characteristics
8 Law, Government and Jurisprudence
Knowledge of laws, legal codes, court procedures, precedents, government regulations, executive orders, agency rules, and the democratic political process
8 Foreign Language
Knowledge of the structure and content of a foreign (non-English) language including the meaning and spelling of words, rules of composition and grammar, and pronunciation
4 Administration and Management
Knowledge of principles and processes involved in business and organizational planning, coordination, and execution. This includes strategic planning, resource allocation, manpower modeling, leadership techniques, and production methods
4 Sales and Marketing
Knowledge of principles and methods involved in showing, promoting, and selling products or services. This includes marketing strategies and tactics, product demonstration and sales techniques, and sales control systems
4 Mechanical
Knowledge of machines and tools, including their designs, uses, benefits, repair, and maintenance
4 Sociology and Anthropology
Knowledge of group behavior and dynamics, societal trends and influences, cultures, their history, migrations, ethnicity, and origins
SKILLS:
Skills elements are ranked by importance.
83 Active Listening
Listening to what other people are saying and asking questions as appropriate
79 Speaking
Talking to others to effectively convey information
71 Writing
Communicating effectively with others in writing as indicated by the needs of the audience
54 Reading Comprehension
Understanding written sentences and paragraphs in work related documents
54 Operation and Control
Controlling operations of equipment or systems
50 Social Perceptiveness
Being aware of others' reactions and understanding why they react the way they do
42 Service Orientation
Actively looking for ways to help people
33 Information Gathering
Knowing how to find information and identifying essential information
33 Coordination
Adjusting actions in relation to others' actions
33 Product Inspection
Inspecting and evaluating the quality of products
29 Mathematics
Using mathematics to solve problems
29 Information Organization
Finding ways to structure or classify multiple pieces of information
25 Monitoring
Assessing how well one is doing when learning or doing something
21 Judgment and Decision Making
Weighing the relative costs and benefits of a potential action
21 Solution Appraisal
Observing and evaluating the outcomes of a problem solution to identify lessons learned or redirect efforts
21 Idea Evaluation
Evaluating the likely success of an idea in relation to the demands of the situation
13 Instructing
Teaching others how to do something
13 Active Learning
Working with new material or information to grasp its implications
13 Problem Identification
Identifying the nature of problems
13 Idea Generation
Generating a number of different approaches to problems
13 Identification of Key Causes
Identifying the things that must be changed to achieve a goal
8 Implementation Planning
Developing approaches for implementing an idea
8 Critical Thinking
Using logic and analysis to identify the strengths and weaknesses of different approaches
8 Operation Monitoring
Watching gauges, dials, or other indicators to make sure a machine is working properly
8 Negotiation
Bringing others together and trying to reconcile differences
8 Learning Strategies
Using multiple approaches when learning or teaching new things
8 Time Management
Managing one's own time and the time of others
8 Synthesis/Reorganization
Reorganizing information to get a better approach to problems or tasks
4 Equipment Maintenance
Performing routine maintenance and determining when and what kind of maintenance is needed
4 Visioning
Developing an image of how a system should work under ideal conditions
4 Management of Personnel Resources
Motivating, developing, and directing people as they work, identifying the best people for the job
4 Troubleshooting
Determining what is causing an operating error and deciding what to do about it
4 Equipment Selection
Determining the kind of tools and equipment needed to do a job
4 Installation
Installing equipment, machines, wiring, or programs to meet specifications .
ABILITIES:
Abilities elements are ranked by importance.
85 Oral Comprehension
The ability to listen to and understand information and ideas presented through spoken words and sentences
75 Oral Expression
The ability to communicate information and ideas in speaking so others will understand
70 Speech Clarity
The ability to speak clearly so that it is understandable to a listener
65 Speech Recognition
The ability to identify and understand the speech of another person
60 Auditory Attention
The ability to focus on a single source of auditory (hearing) information in the presence of other distracting sounds
50 Selective Attention
The ability to concentrate and not be distracted while performing a task over a period of time
50 Wrist-Finger Speed
The ability to make fast, simple, repeated movements of the fingers, hands, and wrists
45 Written Comprehension
The ability to read and understand information and ideas presented in writing
45 Near Vision
The ability to see details of objects at a close range (within a few feet of the observer)
40 Response Orientation
The ability to choose quickly and correctly between two or more movements in response to two or more signals (lights, sounds, pictures, etc.). It includes the speed with which the correct response is started with the hand, foot, or other body parts
40 Written Expression
The ability to communicate information and ideas in writing so others will understand
40 Memorization
The ability to remember information such as words, numbers, pictures, and procedures
40 Finger Dexterity
The ability to make precisely coordinated movements of the fingers of one or both hands to grasp, manipulate, or assemble very small objects
40 Control Precision
The ability to quickly and repeatedly make precise adjustments in moving the controls of a machine or vehicle to exact positions
40 Trunk Strength
The ability to use one's abdominal and lower back muscles to support part of the body repeatedly or continuously over time without "giving out" or fatiguing
40 Hearing Sensitivity
The ability to detect or tell the difference between sounds that vary over broad ranges of pitch and loudness
35 Multilimb Coordination
The ability to coordinate movements of two or more limbs together (for example, two arms, two legs, or one leg and one arm) while sitting, standing, or lying down. It does not involve performing the activities while the body is in motion
35 Extent Flexibility
The ability to bend, stretch, twist, or reach out with the body, arms, and/or legs
35 Reaction Time
The ability to quickly respond (with the hand, finger, or foot) to one signal (sound, light, picture, etc.) when it appears
30 Sound Localization
The ability to tell the direction from which a sound originated
25 Speed of Closure
The ability to quickly make sense of information that seems to be without meaning or organization. It involves quickly combining and organizing different pieces of information into a meaningful pattern
25 Time Sharing
The ability to efficiently shift back and forth between two or more activities or sources of information (such as speech, sounds, touch, or other sources)
25 Number Facility
The ability to add, subtract, multiply, or divide quickly and correctly
20 Information Ordering
The ability to correctly follow a given rule or set of rules in order to arrange things or actions in a certain order. The things or actions can include numbers, letters, words, pictures, procedures, sentences, and mathematical or logical operations.
20 Arm-Hand Steadiness
The ability to keep the hand and arm steady while making an arm movement or while holding the arm and hand in one position
20 Manual Dexterity
The ability to quickly make coordinated movements of one hand, a hand together with its arm, or two hands to grasp, manipulate, or assemble objects
15 Problem Sensitivity
The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
15 Perceptual Speed
The ability to quickly and accurately compare letters, numbers, objects, pictures, or patterns. The things to be compared may be presented at the same time or one after the other. This ability also includes comparing a presented object with a remembered object
10 Inductive Reasoning
The ability to combine separate pieces of information, or specific answers to problems, to form general rules or conclusions. It includes coming up with a logical explanation for why a series of seemingly unrelated events occur together.
10 Visualization
The ability to imagine how something will look after it is moved around or when its parts are moved or rearranged
10 Speed of Limb Movement
The ability to quickly move the arms or legs
10 Fluency of Ideas
The ability to come up with a number of ideas about a given topic. It concerns the number of ideas produced and not the quality, correctness, or creativity of the ideas.
10 Dynamic Flexibility
The ability to quickly and repeatedly bend, stretch, twist, or reach out with the body, arms, and/or legs
10 Category Flexibility
The ability to produce many rules so that each rule tells how to group (or combine) a set of things in a different way.
5 Mathematical Reasoning
The ability to understand and organize a problem and then to select a mathematical method or formula to solve the problem
5 Deductive Reasoning
The ability to apply general rules to specific problems to come up with logical answers. It involves deciding if an answer makes sense.
5 Rate Control
The ability to time the adjustments of a movement or equipment control in anticipation of changes in the speed and/or direction of a continuously moving object or scene
5 Stamina
The ability to exert one's self physically over long periods of time without getting winded or out of breath
5 Explosive Strength
The ability to use short bursts of muscle force to propel oneself (as in jumping or sprinting), or to throw an object
5 Gross Body Coordination
The ability to coordinate the movement of the arms, legs, and torso together in activities where the whole body is in motion
5 Flexibility of Closure
The ability to identify or detect a known pattern (a figure, object, word, or sound) that is hidden in other distracting material
5 Far Vision
The ability to see details at a distance
5 Peripheral Vision
The ability to see objects or movement of objects to one's side when the eyes are focused forward
5 Static Strength
The ability to exert maximum muscle force to lift, push, pull, or carry objects
WORK ACTIVITIES:
Work activities elements are ranked by importance.
71 Communicating With Persons Outside Organization
Communicating with persons outside the organization, representing the organization to customers, the public, government, and other external sources. This information can be exchanged face-to-face, in writing, or via telephone/electronic transfer.
71 Documenting or Recording Information
Entering, transcribing, recording, storing, or maintaining information in either written form or by electronic/magnetic recording.
63 Getting Information Needed to Do the Job
Observing, receiving, and otherwise obtaining information from all relevant sources.
54 Identifying Objects, Actions, and Events
Identifying information received by making estimates or categorizations, recognizing differences or similarities, or sensing changes in circumstances or events.
54 Performing Administrative Activities
Approving requests, handling paperwork, and performing day-to-day administrative tasks.
54 Handling and Moving Objects
Using one's own hands and arms in handling, installing, forming, positioning, and moving materials, or in manipulating things, including the use of keyboards.
54 Controlling Machines and Processes
Using either control mechanisms or direct physical activity to operate machines or processes (not including computers or vehicles).
54 Performing For or Working With Public
Performing for people or dealing directly with the public, including serving persons in restaurants and stores, and receiving clients or guests.
50 Communicating With Other Workers
Providing information to supervisors, fellow workers, and subordinates. This information can be exchanged face-to-face, in writing, or via telephone/electronic transfer.
50 Processing Information
Compiling, coding, categorizing, calculating, tabulating, auditing, verifying, or processing information or data.
46 Evaluating Information Against Standards
Evaluating information against a set of standards and verifying that it is correct.
42 Judging Qualities of Things, Services, or People
Making judgments about or assessing the value, importance, or quality of things or people.
42 Interacting With Computers
Controlling computer functions by using programs, setting up functions, writing software, or otherwise communicating with computer systems.
38 Interpreting Meaning of Information to Others
Translating or explaining what information means and how it can be understood or used to support responses or feedback to others.
38 Scheduling Work and Activities
Scheduling events, programs, activities, as well as the work of others.
38 Updating and Using Job-Relevant Knowledge
Keeping up-to-date technically and knowing one's own jobs' and related jobs' functions.
38 Establishing and Maintaining Relationships
Developing constructive and cooperative working relationships with others.
38 Resolving Conflict or Negotiating with Others
Handling complaints, arbitrating disputes, and resolving grievances, or otherwise negotiating with others.
33 Monitor Processes, Material, or Surroundings
Monitoring and reviewing information from materials, events, or the environment, often to detect problems or to find out when things are finished.
33 Making Decisions and Solving Problems
Combining, evaluating, and reasoning with information and data to make decisions and solve problems. These processes involve making decisions about the relative importance of information and choosing the best solution.
33 Implementing Ideas or Programs
Conducting or carrying out work procedures and activities in accord with one's own ideas or information provided through directions/instructions for purposes of installing, modifying, preparing, delivering, constructing, integrating, finishing, or completing programs, systems, structures, or products.
29 Analyzing Data or Information
Identifying underlying principles, reasons, or facts by breaking down information or data into separate parts.
29 Assisting and Caring for Others
Providing assistance or personal care to others.
25 Organizing, Planning, and Prioritizing
Developing plans to accomplish work, and prioritizing and organizing one's own work.
21 Repairing and Maintaining Electrical Equipment
Fixing, servicing, adjusting, regulating, calibrating, fine-tuning, or testing machines, devices, and equipment that operate primarily on the basis of electrical or electronic (not mechanical) principles.
17 Estimating Needed Characteristics
Estimating the Characteristics of Materials, Products, Events, or Information: Estimating sizes, distances, and quantities, or determining time, costs, resources, or materials needed to perform a work activity.
17 Performing General Physical Activities
Performing physical activities that require moving one's whole body, such as in climbing, lifting, balancing, walking, stooping, where the activities often also require considerable use of the arms and legs, such as in the physical handling of materials.
13 Inspecting Equipment, Structures, or Material
Inspecting or diagnosing equipment, structures, or materials to identify the causes of errors or other problems or defects.
13 Coordinating Work and Activities of Others
Coordinating members of a work group to accomplish tasks.
8 Developing Objectives and Strategies
Establishing long range objectives and specifying the strategies and actions to achieve these objectives.
8 Thinking Creatively
Originating, inventing, designing, or creating new applications, ideas, relationships, systems, or products, including artistic contributions.
4 Repairing and Maintaining Mechanical Equipment
Fixing, servicing, aligning, setting up, adjusting, and testing machines, devices, moving parts, and equipment that operate primarily on the basis of mechanical (not electronic) principles.
4 Selling or Influencing Others
Convincing others to buy merchandise/goods, or otherwise changing their minds or actions.
4 Developing and Building Teams
Encouraging and building mutual trust, respect, and cooperation among team members.
4 Teaching Others
Identifying educational needs, developing formal training programs or classes, and teaching or instructing others.
4 Coaching and Developing Others
Identifying developmental needs of others and coaching or otherwise helping others to improve their knowledge or skills.
4 Providing Consultation and Advice to Others
Providing consultation and expert advice to management or other groups on technical, systems-related, or process related topics.
4 Monitoring and Controlling Resources
Monitoring and controlling resources and overseeing the spending of money.
WORK CONTEXT:
Work context elements are ranked by frequency (F), importance (I), responsibility (R), amount of contact (C), how serious (S), objective vs. subjective (O), automation (A), extent of frustration (E), responsible for health and safety (H), likelihood of injury (L), degree of injury (D) .
100 (F) Indoors
How frequently does this job require the worker to work: Indoors
100 (F) Sitting
How much time in a usual work period does the worker spend: Sitting?
73 (C) Job-Required Social Interaction
How much does this job require the worker to be in contact (face-to-face, by telephone, or otherwise) with others in order to perform it?
68 (I) Deal With External Customers
How important are interactions requiring the worker to: Deal with external customers (e.g., retail sales) or the public in general (e.g., police work)?
65 (F) Using Hands on Objects, Tools, Controls
How much time in a usual work period does the worker spend: Using hands to handle, control, or feel objects, tools or controls?
60 (I) Importance of Being Sure All Is Done
How important is it to be sure that all the details of this job are performed and everything is done completely?
56 (I) Importance of Being Exact or Accurate
How important is being very exact or highly accurate in performing this job?
55 (F) Deal With Unpleasant or Angry People
How frequently does the worker have to deal with unpleasant, angry, or discourteous individuals as part of the job requirements?
52 (I) Provide a Service to Others
How important are interactions requiring the worker to: Provide a service to others (e.g., customers)?
44 (I) Importance of Repeating Same Tasks
How important is repeating the same physical activities (e.g., key entry) or mental activities (e.g., checking entries in a ledger) over and over, without stopping, to performing this job?
40 (F) Making Repetitive Motions
How much time in a usual work period does the worker spend: Making repetitive motions?
33 (O) Objective or Subjective Information
How objective or subjective is the information communicated in this job?
32 (I) Importance of Being Aware of New Events
How important is being constantly aware of either frequently changing events (e.g. security guard watching for shoplifters) or infrequent events (e.g. radar operator watching for tornadoes) to performing this job?
27 (A) Degree of Automation
Indicate the level of automation of this job.
25 (F) Frequency in Conflict Situations
How frequently do the job requirements place the worker in conflict situations?
24 (I) Pace Determined by Speed of Equipment
How important is it to this job that the pace is determined by the speed of equipment or machinery? (This does not refer to keeping busy at all times on this job.)
23 (S) Consequence of Error
How serious would the result usually be if the worker made a mistake that was not readily correctable?
20 (F) Bending or Twisting the Body
How much time in a usual work period does the worker spend: Bending or twisting the body?
17 (E) Frustrating Circumstances
To what extent do frustrating circumstances ("road blocks" to work that are beyond the worker's control) hinder the accomplishment of this job?
11 (H) Responsible for Health and Safety of Others
How responsible is the worker for others' health and safety on this job?
10 (F) Walking or Running
How much time in a usual work period does the worker spend: Walking or running?
10 (F) Sounds or Noise Levels Are Distracting
How often during a usual work period is the worker exposed to the following conditions: Sounds and noise levels that are distracting and uncomfortable?
10 (F) Standing
How much time in a usual work period does the worker spend: Standing?
5 (F) Special Uniform
How often does the worker wear: A special uniform, such as that of a commercial pilot, nurse, police officer, or military personnel?
5 (F) Cramped Work Space, Awkward Positions
How often during a usual work period is the worker exposed to the following conditions: Cramped work space that requires getting into awkward positions?
5 (F) Deal With Physically Aggressive People
How frequently does this job require the worker to deal with physical aggression of violent individuals?
4 (I) Supervise, Coach, Train Others
How important are interactions requiring the worker to: Supervise, coach, train, or develop other employees?
4 (I) Persuade Someone to a Course of Action
How important are interactions requiring the worker to: Persuade someone to a course of action (informally) or influence others to buy something (to sell)?
INTERESTS:
Interest elements are ranked by occupational interest.
78 Conventional
Conventional occupations frequently involve following set procedures and routines. These occupations can include working with data and details more than with ideas. Usually there is a clear line of authority to follow.
61 Realistic
Realistic occupations frequently involve work activities that include practical, hands-on problems and solutions. They often deal with plants, animals, and real-world materials like wood, tools, and machinery. Many of the occupations require working outside, and do not involve a lot of paperwork or working closely with others.
50 Social
Social occupations frequently involve working with, communicating with, and teaching people. These occupations often involve helping or providing service to others.
44 Enterprising
Enterprising occupations frequently involve starting up and carrying out projects. These occupations can involve leading people and making many decisions. Sometimes they require risk taking and often deal with business.
17 Investigative
Investigative occupations frequently involve working with ideas, and require an extensive amount of thinking. These occupations can involve searching for facts and figuring out problems mentally.
11 Artistic
Artistic occupations frequently involve working with forms, designs and patterns. They often require self-expression and the work can be done without following a clear set of rules.
WORK VALUES:
Work values elements are ranked by extent.
60 Support-Mean Extent
Occupations that satisfy this work value offer supportive management that stands behind employees. Corresponding needs are Company Policies, Supervision: Human Relations and Supervision: Technical.
53 Working Conditions-Mean Extent
Occupations that satisfy this work value offer job security and good working conditions. Corresponding needs are Activity, Compensation, Independence, Security, Variety and Working Conditions.
52 Relationships-Mean Extent
Occupations that satisfy this work value allow employees to provide service to others and work with co-workers in a friendly non-competitive environment. Corresponding needs are Co-workers, Moral Values and Social Service.
28 Recognition-Mean Extent
Occupations that satisfy this work value offer advancement, potential for leadership, and are often considered prestigious. Corresponding needs are Advancement, Authority, Recognition and Social Status.
28 Achievement-Mean Extent
Occupations that satisfy this work value are results oriented and allow employees to use their strongest abilities, giving them a feeling of accomplishment. Corresponding needs are Ability Utilization and Achievement.
22 Independence-Mean Extent
Occupations that satisfy this work value allow employs to work on their own and make decisions. Corresponding needs are Creativity, Responsibility and Autonomy.
78 Moral Values
Workers on this job are never pressured to do things that go against their sense of right and wrong
75 Activity
Workers on this job are busy all the time
75 Independence
Workers on this job do their work alone
66 Supervision, Human Relations
Workers on this job have supervisors who back up their workers with management
63 Working Conditions
Workers on this job have good working conditions
59 Company Policies and Practices
Workers on this job are treated fairly by the company
56 Supervision, Technical
Workers on this job have supervisors who train their workers well
53 Security
Workers on this job have steady employment
41 Social Service
Workers on this job have work where they do things for other people
38 Recognition
Workers on this job receive recognition for the work they do
38 Co-workers
Workers on this job have co-workers who are easy to get along with
38 Compensation
Workers on this job are paid well in comparison with other workers
38 Autonomy
Workers on this job plan their work with little supervision
31 Social Status
Workers on this job are looked up to by others in their company and their community
31 Advancement
Workers on this job have opportunities for advancement
28 Ability Utilization
Workers on this job make use of their individual abilities
28 Achievement
Workers on this job get a feeling of accomplishment
19 Responsibility
Workers on this job make decisions on their own
13 Variety
Workers on this job have something different to do every day
13 Authority
Workers on this job give directions and instructions to others
9 Creativity
Workers on this job try out their own ideas
CROSSWALKS:
| DOT91 (Dictionary of Occupational Titles): |
235662026 Telephone-Answering-Service Operator 235662022 Telephone Operator 235562014 Switchboard Operator, Police District 239362010 Telephone Clerk, Telegraph Office 235662014 Communication-Center Operator |
| AIM97 (Apprenticeship Information Management): |
No crosswalks |
| CEN90 (1990 Census Occupations): |
348 Telephone Operators 353 Communications Equipment Operators, N.E.C. |
| CIP90 (Classification of Instructional Programs): |
520401 Administrative Assistant/Secretarial Science, General 520406 Receptionist |
| GOE93 (Guide for Occupational Exploration): |
070405 Oral Communications: Information Transmitting and Receiving 070406 Oral Communications: Switchboard Services |
| MOC97 (Military Occupational Codes): |
No crosswalks |
| OES98 (Occupational Employment Statistics): |
57102 Switchboard Operators |
| OPM97 (Office of Personnel Management Occupations): |
0382 Telephone Operating |
| SOC98 (Standard Occupational Classification): |
43-2011 Switchboard Operators, Including Answering Service |
