Under supervision, incumbents operate telephone and computer equipment, and receive and handle a variety of telephone calls, including 911 and call box calls. Operators will work with automated telephone system to receive incoming calls from freeway call boxes or other sources; receiving and transmitting reports of accidents and requests for assistance from disabled motorists; receiving and handling 911 calls; communicating with personnel of other agencies to obtain and disseminate information; entering/processing information into computer systems; querying specialized law enforcement databases for information; relaying calls for ambulance, tow service, fire department, other law enforcement agencies, or other assistance requested by field units; receiving and handling calls from citizens who are difficult to communicate with (e.g., upset, abusive, intoxicated, suicidal, very young/old, or speech-impaired); answering telephone requests for road information and other requests for assistance or information; preparing miscellaneous personal records; attending meetings and briefings; and providing information to field units.
Education: Equivalent to completion of the 12th grade.
Experience: One year of clerical experience involving extensive public contact.
Ability to: Recognize standard alphanumeric sequences, for example, license plates, vehicle identification numbers, driver license numbers, street guides/maps, etc.; work under stress and maintain composure; follow instructions precisely; listen and translate what is heard into the appropriate action; communicate over the telephone quickly and be easily understood; adapt quickly to a variety of personalities and situations; act in an emergency situation; and write rapidly and legibly.
Consistently reports to work on time with a minimum of absences; willingness to work nights, weekends, holidays, overtime, and at unusual hours is required; has emotional stability and even temperament; willingness and initiative to take independent action; performs tasks accurately; positive attitude; adapts to shifting demands of the job; performs effectively under stress and time pressure; tolerates a confined work space with sitting and/or standing for prolonged periods; shows interest in serving the public; shows respect and consideration for others; maintains confidentiality of information; works productively without supervision; dependable; self-motivated; mature; and a team-player.
Applicants for positions in this class are required to pass a drug-screening test. (The drug-screening test will be waived for employees who are currently in a designated "sensitive" class for which drug testing is required under State Personnel Board Rule 213.)