Lead Telephone Operator (Open and Promotional)

Description

The Technology Services Department of the County of San Mateo is seeking qualified candidates for the Lead Telephone Operator position. Under general supervision, provide lead direction by training, assigning, and directing the work of County Telephone Operators who operate telephone consoles and softphones to connect incoming calls to County staff or departments and to provide information to the public regarding County functions and activities; serve as a resource to assigned Telephone Operators in handling difficult situations; respond to San Mateo County Health alarms and provide other related services according to established Standard Operating Procedures; maintain records; and prepare and update telephone directories.

The hours are Wednesday 6 p.m. - 11 p.m., Thursday 6 p.m. - 11 p.m., Friday 6 p.m. - 12 a.m., Saturday 8 am. - 8 p.m., and Sunday 8 a.m. - 8 p.m.

DISTINGUISHING CHARACTERISTICS
Lead Telephone Operator is the lead level in the Telephone Operator Series that performs the full range/scope of duties and tasks associated with the Telephone Operator classification and exercises a high degree of independent judgment in assigning, delegating, directing, and providing training on the work of San Mateo County Telephone Operators.

The ideal candidate will:

• Experience involving considerable contact with the public, primarily by extensive use of telephones.
• Knowledge of basic computer use in a business office and communication center environments.
• Experience creating, updating, and publishing AMiON schedules.
• Proficient knowledge of county government procedures, offices, and functions.
• Experience with maintaining calm and focus in response to urgent calls, call center cardiac and fire alarm response, and other County related emergency situations.
• Experience working closely with staff in a Supervisory position to create and execute procedures.
• Experience with Komutel communications usage.
• Receive calls in the middle of the night and after-hours from staff requiring guidance when sharing on-call responsibilities with the Supervisor.

Examples Of Duties
Duties may include, but are not limited to, the following:

• Provide lead direction to assigned telephone operations staff.
• Train assigned staff in softphone, telephone, and County procedures.
• Give guidance to a shift of telephone operations staff; set priorities and follow up as required.
• Provide input into selection decisions, performance evaluations, and corrective action matters.
• Monitor the work of Telephone Operators and serve as a resource in handling difficult situations.
• Assist Telephone Services Supervisor in conducting training programs for both Telephone Operators and other County staff regarding new or changing telephone and softphone procedures and equipment.
• Maintain records of incoming call messages and schedules of 24/7 County on-call staff.
• Coordinate and schedule shift assignments when on-call.
• Assist in maintaining telephone records and documents, including the pre-paration of County staff telephone directories and informational material.
• Operate telephone consoles and softphones during an assigned shift.
• Answer incoming calls, determine the nature of the call, and direct the caller to the proper department or person.
• Locate County personnel regarding fires, bomb threats, intrusion alarms, and County emergencies and disasters.
• Contact on-call personnel for after-hours matters involving the Coroner, Sheriff, Probation, and other County departments.
• Receive calls regarding malfunctions of County equipment; recommend solutions and/or call the proper repair service as required.
• Provide off hours services as required.
• Perform related duties as assigned.

Qualifications

Knowledge of:

• Basic supervisory principles and practices.
• Principles and techniques for interacting with the public, often when relations may be strained.
• Effective communication skills in English, including clear spoken communication and written proficiency appropriate for the role.
• Methods and techniques of operating telephone consoles and softphones.
• Usage of standard office equipment and computer operation in an office and in communication center environments.

Skill/Ability to:

• Evaluate the quality of the work of others.
• Train others in work procedures.
• Organize, prioritize, and coordinate work activities.
• Operate telephone consoles and softphones.
• Communicate clearly and concisely in English, both orally and in writing.
• Comprehend information and ideas presented through speech in a noisy environment with static or weak transmissions via softphone, telephone, radio, and face-to-face communication.
• Screen and interpret general data and filter relevant information.
• Comprehend, interpret, relay, and document information via softphone, telephone, computer software, or other related technology.
• Access and refer to information using available resources.
• Remain focused, calm, and controlled under pressure, and exercise good judgment and common sense to make sound decisions in emergency situations.
• Read and interpret various alarm devices and relay pertinent information.
• Establish and maintain positive and courteous working relationships with County staff, the community, and co-workers.
• Perform multiple tasks simultaneously.
• Read, interpret, understand, and carry out written and oral instructions and/or information.
• Listen, understand, and relay information via radio, telephone, softphone, and computer.
• Sit for extended periods of time.
• Interact tactfully and effectively with callers, some of whom may be hostile or irate.
• Determine the nature of incoming calls and recommend appropriate action or solutions.
• Quickly learn County procedures, personnel, offices, and functions.
• Use initiative and sound independent judgment within established guidelines.
• Operate telephone consoles and softphones.
• Develop and foster a positive working rapport with direct and in-direct customers, the public, and co-workers.
• Hearing and manipulative skills, sufficient to operate modern telephone consoles and softphones.

Education and Experience:
Any combination of education and experience that would likely provide the required knowledge, skills and abilities is qualifying. A typical way to qualify is:

One year as a telephone operator in a centralized telephone operations setting utilizing modern telephone consoles and softphones.

Application/Examination

Open and Promotional. Anyone may apply. Current County of San Mateo and County of San Mateo Superior Court of California employees with at least six months (1040 hours) of continuous service in a classified regular, probationary, or extra-help/limited term position prior to the final filing date will receive five points added to their final passing score on this examination.

A supplemental application form must be submitted in addition to our regular employment application form. Resume or CV will not be accepted as a substitute for the required employment application and supplemental questionnaire.

The examination process will consist of an application screening (pass/fail) based on the candidates' application and responses to the supplemental questions. Candidates who pass the application screening will be invited to a panel interview (weight: 100%). Depending on the number of applicants, an application appraisal of education and experience may be used in place of other examinations or further evaluation of work experience may be conducted to group applicants by level of qualification . All applicants who meet the minimum qualifications are not guaranteed advancement through any subsequent phase of the examination. All examinations will be given in San Mateo County, California and applicants must participate at their own expense.

IMPORTANT: Applications for this position will only be accepted online . If you are currently on the County's website, you may click the "Apply" button . If you are not on the County's website, please go to https://jobs.smcgov.org to apply. Online applications must be received by the Human Resources Department before midnight on the final filing date.

TENTATIVE RECRUITMENT SCHEDULE
Final Filing Date: Tuesday, May 19, 2026 at 11:59 p.m. PST
Screening: Wednesday, May 20, 2026
Combined Panel Interviews: Wednesday, May 27, 2026

About the County
San Mateo County is centrally located between San Francisco, San Jose, and the East Bay. With over 750,000 residents, San Mateo is one of the largest and most diverse counties in California and serves a multitude of culturally, ethnically, and linguistically diverse communities.

The County of San Mateo, as an employer, is committed to advancing equity to ensure that all employees are welcomed in a safe and inclusive environment. The County seeks to hire, support, and retain employees who reflect our diverse community. We encourage applicants with diverse backgrounds and lived experiences to apply. Eighty percent of employees surveyed stated that they would recommend the County as a great place to work.

The County of San Mateo is an equal opportunity employer committed to fostering diversity, equity, and inclusion at all levels.

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HR Contact: Arlene Cahill (Lead Telephone Operator)

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• County of San Mateo Human Resources Department

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