Key essential skills are: Computer Use, Job Task Planning and Organizing, Oral Communication. Level 1. Level 2

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1 NOC: 1414 Occupation: Receptionist and Switchboard Operator Occupation Description: Responsibilities include greeting people arriving at the facility, answering and forwarding phone calls, taking phone messages and scheduling appointments as well as other clerical duties. Key essential skills are: Computer Use, Job Task Planning and Organizing, Oral Communication. Essential Skills Reading Text Writing Document Use Computer Use* Oral Communication* Money Math Scheduling or Budgeting and Accounting Measurement and Calculation Data Analysis Numerical Estimation Job Task Planning and Organizing* Decision Making Problem Solving Finding Information Working with Others Continuous Learning These Essential Skills are not ranked by complexity level. The skill levels represented in the table above illustrate full skill ranges for experienced workers in their roles, and not for individuals preparing for entrance into this occupation for the first time. Below are examples for each essential skill category representing a sampling of the possible duties and tasks for this role within the industry and the corresponding essential skill level. All examples will not necessarily apply to every organization. Reading Text Read mail and direct appropriately.( 1) Review internal memos regarding policy, procedures, security or personnel changes, etc. ( 1) Read phone messages to determine how to direct them appropriately. ( 1)

2 Review brochures from service providers. ( 1) Read industry-related forms such as insurance applications and admission documents. Obtain instructions or job duties via notes or memos from supervisor. Review resident files to answer questions or ensure preparedness. ( 3) Use operating manuals for computer systems to troubleshoot issues or learn new software functions. ( 3) Writing Prepare receipts and record billing information. ( 1) Document and redirect telephone messages. ( 1) Complete forms, such as Workers Compensation Board (WCB) forms. Compose follow up letters to residents regarding overdue accounts. Make notations in resident files to ensure that they are kept current. Compose letters to external recipients. ( 3) Document Use Determine appropriate recipient for incoming items based on review of labeling or identification. ( 1) Review phone lists, both internal and external.( 1) Scan forms and direct accordingly. ( 1) Update forms such as supply order forms, receipts, etc. Review switchboard screen to determine status of incoming calls. Read admission or consent forms. Use maps or diagrams to provide direction or instruction to visitors to the facility. ( Update time sheet information using spreadsheets. ( 3) Reference diagrams or visual aids when operating or maintaining equipment. ( 3) Computer Use Use computer applications such as switchboard equipment. ( 1) Use database. Use bookkeeping, billing, accounting and communications software. Use word processing. Use electronic spreadsheets. ( 3) Use graphics software. ( 3) Oral Communication Book appointments and redirect or transfer phone calls. ( 1) Greet visitors to the facility and provide them with basic information or directions. ( 1)

3 Receive instructions and/or request opinions from supervisors or managers. ( 1) Relay messages and information to co-workers. ( 1) Discuss services, materials and equipment with suppliers. ( 1) Deal with aggressive callers or residents, determining when to escalate to supervisors. Interact with external agencies to assist in arranging services for residents. Money Math Accept payment, verify amount and calculate change if required. ( 1) Maintain billing records, verifying against internal records. ( 3) Scheduling or Budgeting and Accounting Update accounting day sheet as appropriate. ( 1) Document account books with transactions and prepare accounts receivable lists. ( Determine when new supplies will be required, compare costs and review budgets when making purchasing decisions. ( 3) Measurement and Calculation Calculate appropriate postage for mail based on weight. ( 1) Data Analysis Track and compare incoming and outgoing calls based on department or project to determine workload requirements. ( 1) Calculate average number of an identified item/action per month to generate reports. Numerical Estimation Estimate meeting durations to determine resource availability. ( 1) Estimate delays or wait times. Estimate service costs. Job Task Planning and Organizing Ensure sufficient time is allocated to complete paperwork or absence coverage. ( Ensure job duties are scheduled appropriately with consideration given to the frequent disruptions inherent in this role. Decision Making Determine when to interrupt or place a call on hold. ( 1) Identify preferred suppliers for a given item or service.

4 Establish priorities when multiple visitors or calls are demanding attention or service. Determine length of time needed when booking appointments or arranging meetings. Assess deadlines and origin and order of receipt of tasks to determine prioritization. ( 3) Problem Solving Review paperwork to find source of identified error. ( 1) Consider schedule to determine ability to process a rush request. ( 1) Establish viability of an alternate resource for an enquiry. Reschedule appointments or meetings to accommodate cancellations or overbookings. Obtain appropriate information to respond to an enquiry using internal and external sources. Finding Information Locate billing information. ( 1) Utilize directories to obtain contact information. ( 1) Refer to manuals or consult co-workers for assistance when experiencing computer or equipment difficulties. Working with Others Receptionists and switchboard operators mainly work independently while coordinating work with others. Work as members of a team, cooperating to ensure a smoothly functioning and efficient office environment. Participate in supervisory or leadership actions. o Participate in formal discussions about work processes or product improvement. o Make suggestions on improving work processes. o Monitor the work performance of others. o Inform other workers or demonstrate to them how tasks are performed. o Orient new employees. o Make hiring recommendations. o Make hiring decisions. o Select contractors and suppliers. o Assign routine tasks to other workers. o Deal with other workers' grievances or complaints. Continuous Learning Receptionists and switchboard operators have an ongoing need to learn.

5 Upgrade computer skills, participate in client service training and learn about new products.

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