Job Information
The County of Los Angeles TELEPHONE OPERATOR in Los Angeles, California
TELEPHONE OPERATOR
Print (https://www.governmentjobs.com/careers/lacounty/jobs/newprint/4718535)
TELEPHONE OPERATOR
Salary
$38,149.08 - $51,254.16 Annually
Location
Los Angeles County, CA
Job Type
Full time
Job Number
Y2420C
Department
HEALTH SERVICES
Opening Date
12/18/2024
Closing Date
12/30/2024 5:00 PM Pacific
Max Number of Applicants
200
Description
Benefits
Questions
Position/Program Information
TYPE OF RECRUITMENT:
Open Competitive Job Opportunity
Filing will start effective December 23, 2024, at 12:30p.m. (PT)
Filing will be suspended after the first 200 applications are received or by December 30, 2024, at 5:00 p.m. (PT), whichever occurs first. Applications receivedafterthe first 200 or 5:00 p.m. (PT) will notbe considered.
EXAM NUMBER:
Y2420C
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 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:
Operates a telephone operations computerized system or console.
Essential Job Functions
Assists callers and routes all general telephone inquiries, complaints and emergency calls to the proper person.
Places interpreter calls for doctors, nurses and employees with documentation and conference the interpreter calls.
Operates SPOK and Cisco Finesse Console computer to process and route a high-volume of calls to the proper person or department, and to place long distance and overseas calls for Medical Center personnel.
Screens calls to determine appropriate department or representative and provide information on access for services or other general information.
Acts as receptionist or information clerk and direct visitors.
Provides after-hours customer service center support using ORCHID system to assist in looking up patients' locations for in house and incoming calls from the general public.
Initiates pages in response to disaster response systems calls, which include code blues, code reds, or other emergency/security response systems, following established procedures.
Logs and keeps records of equipment problems, long distance calls, emergencies and incidental situations, and takes messages.
Maintains an information directory of all stations served by a telephone system for reference in making calls.
Performs clerical functions including use of basic keyboarding skills in the preparation of documents or other reference materials.
Requirements
SELECTION REQUIREMENTS:
Six (6) months of experience answering a multi-line telephone in an office setting in which business, clerical, or professional activities are conducted.
For the purpose of this examination, a multi-line telephone system allows you to handle two or more calls simultaneously. It enables employees to place calls on hold, dial internal or external numbers, and return to the line.
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:
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.
DESIRABLE QUALIFICATIONS:
Additional credit will be given to applicants that possess the following:
Additional experience in excess of the Selection Requirements
Experience answering a multi-line telephone in a healthcare setting which includes, but is not limited to, acute-care hospitals; long-term care facilities, such as nursing homes and skilled nursing facilities; physicians' offices; urgent-care centers, outpatient clinics; and home healthcare (i.e., healthcare provided at home by a healthcare professional).
Experience operating SPOK Automatic Call Distribution-Interactive Voice Response Call Center application and Cisco Finesse Console
Experience operating a Startel keyboard
Data entry experience which may include but is not limited: updating existing data, creating and managing spreadsheets, and collectin g data and inputting information into databases or spreadsheets.
Additional Information
EXAMINATION CONTENT:
An evaluation of your ex perience and desirable qualifications based on your application information weighted 100%.
Candidates must achieve a passing score of 70% or higher on this examination in order to be added to the eligible register.
ELIGIBILITY INFORMATION:
A pplications are processed as they are received and those receiving a passing score will be added to the eligible register accordingly.
The names of candidates receiving a passing score in the examination will be added to the eligible register in the order of their score group for a period of six (6) months following the date of promulgation.
No person may compete in this examination more than once every six (6) months.
SPECIAL INFORMATION:
Appointees may be required to work any shift , including evenings, nights, weekends, and holidays.
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, recency 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. Qualified applicants with arrest or conviction records will be considered for employment in accordance with County Fair Chance Policies and the Fair Chance Act (Gov. Code Section 12952).
VACANCY INFORMATION:
The resulting eligible register will be used to fill vacancies in the Department of Health Services (DHS) throughout Los Angeles County as they occur.
APPLICATION AND FILING INFORMATION:
Applications must be submitted online only. 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 web site.
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 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.
Fill out your application completely. The acceptance of your application depends on whether you have clearly shown that you meet the exam requirements as listed on this job posting. Provide any relevant job experience in the spaces provided so we can evaluate your qualifications for the job. 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.
Please note that all information included in the application materials is subject to verification at any point during the examination and hiring process, including after an appointment has been made. Falsification of any information may result in disqualification or rescission of appointment. Utilizing verbiage from Class Specification and requirements serving as your description of duties will not be sufficient to demonstrate that you meet the exam requirements. Comments such as “See Resume” or referencing other unsolicited materials/documents will not be considered a response. Doing so may result in an incomplete application, and you may be disqualified.
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.
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.
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. Please refer to their website for updated informationhttps://lacountylibrary.org/library-locator.
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. DHS 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:
Tanisha Buggs, Exam Analyst
(213) 288-7000
tbuggs@dhs.lacounty.gov
CALIFORNIA RELAY SERVICES PHONE :
(800) 735-2922
COUNTY OF LOS ANGELES
Employment Information
Any language contained in the job posting supersedes any language contained below.
Your Responsibilities:
1.Completing Your Application:
a. Before submission of the application, it is your responsibility to ensure that all information provided is correct and complete on the application. Incomplete applications cannot be accepted.
b. List each payroll title separately for each job. Do not group your experience. Specify the beginning and ending dates for each job. If you are a Los Angeles County employee and have held multiple positions, do NOT list all of your time with the County under your present payroll title.
c. Please include your Social Security Number for record control purposes. Federal law requires that all employed persons have a Social Security Number.
d. To receive credit, include required documents (e.g., copy of your diploma, transcript, certificate, or license) as directed on the job posting. International degrees in a foreign language must be translated to English and evaluated for equivalency to U.S. standards. Refer to the job posting for specific deadlines for supporting documentation.
2.Requirements on Job Posting:
a. Your application will only be accepted if it clearly shows you meet the requirements. The information you give will determine your eligibility and is subject to verification at any time.
b. You must be at least 16 years of age at the time of appointment unless other age limits are stated on the job posting. The Federal Age Discrimination in Employment Act (ADEA) of 1967, as amended, prohibits discrimination on the basis of age for any individual age 40 or older.
c. Experience is evaluated on the basis of a verifiable 40- hour week, unless specified otherwise. Prorated part-time experience may be acceptable.
3.Application Deadline: All job applications must be completed and submitted before the closing time on the last day of the filing period as indicated on the job posting unless other instructions are provided. Job postings with an open continuous filing period are subject to closure without prior notice. It is to your advantage to file your application early and not wait until the last allowable date and time as you will not be able to apply once the filing period has closed.
4.Change of Name or Address: To change personal information such as your name or address, log into your profile onwww.governmentjobs.comand make the necessary change. This can be done at any time.
5.Equal Employment Opportunity/Non-Discrimination Policy:
a. It is the policy of the County of Los Angeles to provide equal employment opportunity for all qualified persons, regardless of race, color, religion, sex, national origin, age, sexual orientation, disability, or any other characteristic protected by state or federal law. b. If you are an individual requesting reasonable accommodation(s) in the examination process, please contact the testing accommodation coordinator listed on the job posting. The provision of accommodation(s) may be subject to verification, consistent with state and federal law. All accommodation-related information will remain confidential.
Disclaimer: The County of Los Angeles is not responsible or in any way liable for any computer hardware or software malfunction that may affect the employment application or the application selection process.
You assume all responsibility and risk for the use of this system and the Internet generally. This system and the information provided on it are provided on an "as is" and "as available" basis without warranties of any kind, either express or implied. No advice or information given by the County of Los Angeles or its respective employees shall modify the foregoing or create any warranty.
The County of Los Angeles expressly disclaims any warranty that the information on this system or on the Internet generally will be uninterruptible or error free or that any information, software or other material accessible from the system is free of viruses or other harmful components. You shall have no recourse against the County of Los Angeles as the system provider for any alleged or actual infringement of any proprietary rights a user may have in anything posted or retrieved on our system.
The County of Los Angeles shall not be liable for any direct, indirect, punitive, incidental, special or consequential damages arising out of or in any way connected with the use of this system or with the delay or inability to use it (or any linked sites), or for any information obtained through this system, or otherwise arising out of the use of this system, the Internet generally or on any other basis.
NOTE: Your application is submitted using Secure Encryption to ensure the privacy of all information you transmit over the Internet.
By accepting the Use Disclaimer set forth herein, you agree to all of the above terms and further agree to use this Online Job Employment Application System only for the submission of bona fide employment applications to the County of Los Angeles. Any other use of this Online Job Employment Application System, including without limitation any copying, downloading, translating, decompiling, or reverse engineering of the system, data, or related software, shall be a violation of the Use Disclaimer.
Test Preparation: Study Guides and other resources are available to help candidates prepare for employment tests. An interactive system for taking practice tests may be accessed on the Department of Human Resources website athttps://hr.lacounty.gov/. Additional resources may be listed on the job posting.
Veteran’s Credit: In all open competitive examinations, a veteran’s credit of 10 percent of the total credits specified for such examinations will be added to the final passing grade of an honorably discharged veteran who served in the Armed Forces of the United States under any of the following conditions: During a declared war; -or- During the period April 28, 1952 through July 1, 1955; -or- For more than 180 consecutive days, other than for training, any part of which occurred after January 31, 1955, and before October 15, 1976; -or- During the Gulf War from August 2, 1990 through January 2, 1992; -or- For more than 180 consecutive days, other than for training, any part of which occurred during the period beginning September 11, 2001, and ending on August 31, 2010 the last day of Operation Iraqi Freedom; -or- In a campaign or expedition for which a campaign medal or expeditionary medal has been authorized and awarded. Any Armed Forces Expeditionary medal or campaign badge, including El Salvador, Lebanon, Grenada, Panama, Southwest Asia, Somalia, and Haiti qualifies for credit.
A campaign medal holder or Gulf War veteran who originally enlisted after September 7, 1980 (or began active duty on or after October 14, 1982, and has not previously completed 24 months of continuous active duty) must have served continuously for 24 months or the full period called or ordered to active duty.
This also applies to the spouse of such person who, while engaged in such service was wounded, disabled or crippled and thereby permanently prevented from engaging in any remunerative occupation, and also to the widow or widower of any such person who died or was killed while in such service. A DD214, Certificate of Discharge or Separation from Active Duty, or other official documents issued by the branch of service are required as verification of eligibility for Veterans preference. Applicants must submit the documentation for each open competitive exam to qualify for veteran’s credit. More information available at:https://www.opm.gov/policy-data-oversight/veterans-services/vet-guide-for-hr-professionals/
Accreditation Information: Accredited institutions are those listed in the publications of regional, national or international accrediting agencies that are accepted by the Department of Human Resources. Publications such as American Universities and Colleges and International Handbook of Universities are acceptable references. Also acceptable, if appropriate, are degrees that have been evaluated and deemed to be equivalent to degrees from United States accredited institutions by an academic credential evaluation agency recognized by The National Association of Credential Evaluation Services or the Association of International Credential Evaluators, Inc. (AICE). More information is available at:http://file.lacounty.gov/SDSInter/dhr/070812_PPG123.pdfandhttp://file.lacounty.gov/SDSInter/dhr/205105_PPG_123_AC EResourceGuide.pdf (https://file.lacounty.gov/SDSInter/dhr/205105_PPG_123_ACE_Resource_Guide.pdf)
Background Check: The County of Los Angeles is a Fair Chance employer. Except as otherwise permissible under applicable laws, you will not be asked to provide information about a conviction history unless you receive a conditional 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 will also consider potential mitigating factors, including, but not limited to, evidence and extent of rehabilitation, recency 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.
Career Planning: Resources to help current and prospective employees plan a career with Los Angeles County are available. To explore career paths to and from nearly all job titles, please visit our interactive Career PathFinder application athttps://career-pathfinder.hr.lacounty.gov/#/.
Benefit Information: Depending on the position, the successful candidate will enroll in a contributory defined benefit pension plan if the candidate is a “new member” of the County’s defined benefit plan (LACERA) on or after January 1, 2013 (first employed by the County on or after December 1, 2012) – unless she or he established reciprocity with another public retirement system in which she or he was a member before January 1, 2013. It should be noted that County employees do not pay into Social Security, but do pay the Medical Hospital Insurance Tax portion of Social Security at a rate of 1.45%. The Los Angeles County Employees Retirement Association (LACERA) has reciprocal agreements with several public retirement systems in California.
Americans with Disabilities Act of 1990: All positions are open to qualified men and women. Pursuant to the Americans with Disabilities Act of 1990, persons with disabilities who believe they need reasonable accommodation, or help in order to apply for a position, may contact the ADA/Personnel Services for Disabled Persons Coordinator. Hearing impaired applicants with telephone teletype equipment may leave messages by calling the teletype phone number on the job posting. The County will attempt to meet reasonable accommodation requests whenever possible.
Equal Employment Opportunity: It is the policy of the County of Los Angeles to provide equal employment opportunity for all qualified persons, regardless of race, religion, sex, national origin, age, sexual orientation, disability, or any other characteristic protected by state or federal law. All positions are open to qualified men and women pursuant to the Americans with Disabilities Act of 1990 and the California Fair Employment and Housing Act. The County will comply with all of its obligations under State and Federal laws regarding the provision of reasonable accommodations to applicants.
Los Angeles County Child Support Compliance Program: In an effort to improve compliance with court ordered child, family and spousal support obligations, certain employment and identification information (i.e., name, address, Social Security number and date of hire) is regularly reported to the State Directory of New Hires which may assist in locating persons who owe these obligations. Family Code Section 17512 permits under certain circumstances for additional employment and identifying information to be requested. Applicants will not be disqualified from employment based on this information.
Social Security Act of 2004: Section 419 (c) of Public Law 108-203, the Social Security Protection Act of 2004, requires State and local government employers to disclose the effect of the Windfall Elimination Provision and the Government Pension Offset Provision to employees hired on or after January 1, 2005, in jobs not covered by Social Security. The County of Los Angeles does not participate in the Social Security System. All newly hired County of Los Angeles employees must sign a statement (Form SSA-1945) prior to the start of employment indicating that they are aware of a possible reduction in their future Social Security benefit entitlement. For more information on Social Security and about each provision, you may visit the websitewww.socialsecurity.gov, or call toll free 1-800-772- 1213. Persons who are deaf or hard of hearing may call the TTY number 1-800-325-0778 or contact a local Social Security office.
Employment Eligibility Information: Final appointment is contingent upon verification of U.S. citizenship or the right to work in the United States. Immigration law provides that all persons hired after November 6, 1986, are required to present original documents to the County, within three (3) business days of hiring, which show satisfactory proof of 1) identity and 2) U.S. employment eligibility.
The California Fair Employment and Housing Act(Part 2.8 commencing with Section 12900 of Division 3 of Title 2 of the Government Code) the Regulations of the Fair Employment and Housing Commission (California Code of Regulations, Title 2, Division 4, Sections 7285.0 through 8504) and other applicable laws prohibit employment discrimination based on an applicant's protected characteristics, including race, color, religion, national origin, ancestry, physical disability, mental disability, medical condition, marital status, sex, sexual orientation, age, pregnancy, childbirth, and other characteristics.
COVID-19 VACCINATION: Some County workforce members may be required to be fully vaccinated against COVID-19. Successful candidates for those positions/classifications may be required to submit proof of vaccination against COVID-19 or request an exemption for qualifying medical or religious reasons during the onboarding process. Candidates should not present proof of vaccination until instructed to do so by the hiring department.
Updated February 2024
For detailed information, please clickhere (http://hr.lacounty.gov/benefits/)
01
Many important notifications including test results letters will be sent electronically to the email address provided on the application. It is important that you provide a valid email address. Please add tbuggs@dhs.lacounty.gov, 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 inbox, which saves a copy of all emailed notices. It is your responsibility to take the above steps to view correspondence. Los Angeles County will not consider claims of not viewing or receiving notification to be a valid reason for an extension of appeals rights period.
I understand the above information.
02
GENERAL INFORMATION: This supplemental questionnaire provides you the opportunity to fully and clearly explain your experience that has prepared you for this position. This information will be used to determine the level and scope of your preparation to proficiently perform the duties of this position. INSTRUCTIONS: CHECK YOUR ANSWERS CAREFULLY. Please read each question carefully and be as specific as possible when answering by including all the information requested; please do not COPY AND PASTE all your Duties as stated in the application under the Work Experience section, from your resume, and/or from the Class Specifications. In doing so, your application will be rejected as INCOMPLETE. It is the applicant's sole responsibility to complete this questionnaire completely, correctly, and accurately. The experience you claim in this Supplemental Questionnaire MUST be consistent with the experience listed in your application. Comments such as "SEE RESUME" or "SEE APPLICATION" will not be considered a valid response, therefore, using such statements will also result in your application being rejected as INCOMPLETE. You certify that the information provided is accurate, and you are aware that the information on the application, attachments, and Supplemental Questionnaire is subject to verification at any time during the examination and hiring process. You also understand that any false statements may result in disqualification or dismissal.
I understand the above information and instructions.
03
How many months of experience do you have answering a multi-line telephone in an office setting?
Less than 6 months.
6 months or more.
I do not have the above experience.
04
How many telephone lines were you responsible for answering?
One (1) telephone line.
Two (2) telephone lines.
Three (3) or more telephone lines.
05
Describe your experience answering a multi-line telephone in an office setting in which business, clerical, or professional activities are conducted. For each experience, please provide the following information: 1) Name of Employer: 2 Job/Position Title: 3) Employment Date From (mm/dd/yy) - Date To (mm/dd/yy): 4) Hours Worked per Week: 5) Detailed Description ofRelevant Experience:REPEAT FORMAT OF 1-5 FOR EACH EMPLOYER in which you gained relevant experience. IF NOT APPLICABLE, ENTER N/A.
06
Do you have experience answering a multi-line telephone in a healthcare setting which includes, but is not limited to, acute-care hospitals; long-term care facilities, such as nursing homes and skilled nursing facilities; physicians' offices; urgent-care centers, outpatient clinics; and home healthcare (i.e., healthcare provided at home by a healthcare professional)?
Yes
No
07
If you answered YES to the question above, please provide the following: 1) Name of Employer: 2) Payroll Title: 3) Name of Supervisor: 4) Employment Dates:Repeat Format of 1-4 for each relevant experience.
08
Describe your experience operating SPOK Automatic Call Distribution-Interactive Voice Response Call Center application and Cisco Finesse Console.INCLUDE THE FOLLOWING INFORMATION:1) Name and Address of Employer: 2 Job/Position Title: 3) Employment Date From (mm/dd/yy) - Date To (mm/dd/yy): 4) Hours Worked per Week: 5) Detailed Description ofRelevant Experience:REPEAT FORMAT OF 1-5 FOR EACH EMPLOYER in which you gained relevant experience. IF NOT APPLICABLE, ENTER N/A.
09
Describe your experience operating a Startel keyboard.INCLUDE THE FOLLOWING INFORMATION:1) Name and Address of Employer: 2 Job/Position Title: 3) Employment Date From (mm/dd/yy) - Date To (mm/dd/yy): 4) Hours Worked per Week: 5) Detailed Description ofRelevant Experience:REPEAT FORMAT OF 1-5 FOR EACH EMPLOYER in which you gained relevant experience. IF NOT APPLICABLE, ENTER N/A.
10
Describe your data entry experience.INCLUDE THE FOLLOWING INFORMATION:1) Name and Address of Employer: 2 Job/Position Title: 3) Employment Date From (mm/dd/yy) - Date To (mm/dd/yy): 4) Hours Worked per Week: 5) Detailed Description ofRelevant Experience:REPEAT FORMAT OF 1-5 FOR EACH EMPLOYER in which you gained relevant experience. IF NOT APPLICABLE, ENTER N/A.
Required Question
Agency
County of Los Angeles
Address
Los Angeles, California, 90010
Website
http://hr.lacounty.gov
Please verify your email addressVerify Email
