Communications Assistant I Grade B

    Clerical and Technical generic job description

     Family: Service
    Job Code: 655

    Representative duties:

    • Operates telephone consoles, paging systems and other communication equipment to service incoming and outgoing calls
    • Answers inquiries from faculty, staff, students, physicians, and public. Accepts and forwards messages
    • Uses computer terminal to input and retrieve data
    • Maintains information concerning patients, students, physicians and other persons served
    • Monitors and responds to alarm systems and security or emergency calls
    • Performs clerical functions incidental to communications activities

    The job duties listed above are representative and characteristic of the duties required and the level of the work performed in the job title. The duties will vary from incumbent to incumbent in the job title.

    Required knowledge:

    • General knowledge, high school level; detailed but narrow work-related knowledge
    • Limited acquaintance with University organizational policies and procedures

    Required skills:

    • Copies data from standard or easily understandable formats. Understands non-routine notes, written instructions and general policy statements. Writes short, informal notes, fills out simple forms
    • Regular skilled use of more complex machines, including word processors or personal computers

    Office and administrative skills:

    • Keyboards forms, labels, and other simple material.  Enters and retrieves data from given sources on a personal computer
    • Screens and refers callers and visitors to the appropriate individual

    Experience, education and formal training:

    • Two years of related work experience and a high school level education, or an equivalent combination of experience and education

    Complexity and organization:

    • Job tasks composed of routine steps/procedures

    Interpersonal relations:

    • Ongoing involvement outside the immediate work unit.  Offers or obtains basic information or provides assistance on general matters
    • Understands and conveys more complex message and instructions, and takes action accordingly

    Supervisory guidelines:

    • Work is closely reviewed for adequacy and accuracy daily. Supervisor and incumbent plan, assign, and schedule work jointly
    • Instruction provided only in new situations, methods, procedures that are not clearly related to existing tasks and duties

    Independent judgment:

    • Established procedures/policies govern most work situations. Little opportunity to exercise independent judgment or initiative
    • Problems solved by using established procedures

    Leadership responsibility:

    Not Applicable.

    Impact and consequence of error:

    • Work affects outside immediate work unit and outside the University
    • Errors are not difficult to recognize and correct and can cause harm or financial loss to individuals, departments, and the University, or to other individuals and groups

    Working conditions:

    • Slight possibility of safety risks. Occasional conflicting demands, time pressure, deadlines or emergencies. Regular sustained concentration
    • Some physical effort or dexterity

    Example 1

    General purpose:

    Provide information services, directory assistance, and answering services for YNHH and Yale University.

    Essential duties:

    • Provide answering services for staff and departments at YNHH and Yale University
    • Operate various telephone equipment, outside beeper systems, paging system, and other communications equipment
    • Service incoming and outgoing calls
    • Provide directory assistance for staff, faculty, departments and students of Yale University
    • Monitor and respond to alarm systems, security and emergency calls following established procedures
    • Keep accurate and legible records

    Experience and training:

    • Two years of related work experience and a high school level education; or an equivalent combination of experience and education
    • Prior keyboarding, answering service and/or telemarketing experience

    Skills and abilities:

    • Good command of the English language and excellent communications skills
    • Ability to work with minimal supervision
    • Legible handwriting
    • References must indicate reliable and continuous attendance