COLONIAL INTERMEDIATE UNIT 20 JOB DESCRIPTION AND STANDARDS OF PERFORMANCE RECEPTIONIST/SWITCHBOARD OPERATOR

Transcription

1 COLONIAL INTERMEDIATE UNIT 20 JOB DESCRIPTION AND STANDARDS OF PERFORMANCE RECEPTIONIST/SWITCHBOARD OPERATOR

2 POSITION DESCRIPTION TITLE: CLUSTER: Receptionist/Switchboard Operator 2E QUALIFICATIONS: Receptionist and switchboard operation experience with proven customer focus skills; proficiency and accuracy preparing typewritten and electronic documents utilizing Word, Excel, and Outlook; high efficiency completing multiple tasks simultaneously; high level of confidentiality and professionalism; effective oral and written expression; proficiency utilizing contemporary office equipment; excellent organizational skills; ability to understand and follow written and oral instructions; ability to sit or stand for long periods of time; ability to work flexible hours. REPORTS TO: LOCATION: JOB GOAL: Director of Human Resources and Research Services and Management Assistant, Human Resources and Research Services Colonial Intermediate Unit 20 Central Office To staff reception area and operate switchboard in a courteous, efficient, timely manner following all building security measures; to perform all secretarial functions necessary to assist in the management of human resources functions; provide monitoring and clerical duties for the operation of the substitute procurement system; ensure effective and efficient office operations; be an integral part of the IU vision and mission. ESSENTIAL DUTIES AND RESPONSIBILITIES: 1. Reception Area Operation/Other Duties and Responsibilities Cover the reception area by screening and registering visitors, issuing visitor badges, and notifying staff; direct visitors to building locations; maintain appropriate supplies of brochures, employment applications, and other pertinent IU material; train back-up reception area/switchboard operators; sorting and notification of US and courier mail and FAX messages; update lobby monitor of daily activities; maintain, update and distribute the Lobby Handbook; participate in the Emergency Preparedness Committee. 2. Switchboard Operation Answer calls and connect to the appropriate staff member; take messages when required; handle daily voice mail messages in the general voice mail box; maintain, update, and distribute office telephone extension list; work with the technology department concerning telephone problems; distribute emergency management (PEMA) messages. 3. Human Resources/Research Services Support Distribute and maintain an inventory of application packets; filing of applications; clerical support to the Human Resources/Research Services staff; maintenance of employee identification badges; attend staff meetings as requested; maintain, update, and distribute the birthday list. 4. Office Duties and Responsibilities Ensure effective and efficient office operations by maintaining confidentiality; providing quality work; improve process efficiency; manage phone calls; maintain staff schedules; manage appointments; handle mail and correspondence; maintain file systems; complete and monitor duplication and lamination requests; maintain work area; participate in the 2

3 work sharing process; assume additional responsibilities; attend office trainings, workshops, and conferences; extend courtesies to staff and visitors; follow IU polices and procedures; be an integral part of the Intermediate Unit s vision and mission by working as a team member, contributing to and achieving department goals, updating supervisor(s) and team members on potential opportunities. 5. Organizational Goals Contributions are made in the workplace to achieve all of the Intermediate Unit s goals in support of the vision and mission of Colonial Intermediate Unit Substitute Procurement System Monitor, maintain, and update the substitute procurement system for ten-month employees. Provide assistance to employees, substitutes, and supervisors upon request. OTHER MAJOR DUTIES AND RESPONSIBILITIES: Perform other job functions as directed by the Director of Human Resources and Research Services and the Management Assistant, Human Resources and Research Services. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job related instructions and to perform any other job related duties requested by their supervisor. TERM OF EMPLOYMENT: 1. Salary and work year to be established by the CIU 20 Board. In accordance with state and federal law, reasonable accommodations will be considered upon employee request. 3

4 The Receptionist/Switchboard Operator will report to and be responsible to the Director of Human Resources and Research Services and the Management Assistant, Human Resources and Research Services. The standards of performance of this position are: Essential Duties and Responsibilities 1. Reception Area Operation/Other Related Duties and Responsibilities Cover the reception area by screening and registering visitors, issuing visitor badges, and notifying staff; direct visitors to building locations; maintain appropriate supplies of brochures, employment applications, and other pertinent IU material; train back-up reception area/switchboard operators; sorting and notification of US and courier mail and FAX messages; update lobby monitor of daily activities; maintain, update and distribute the Lobby Handbook; participate in the Emergency Preparedness Committee. (20 points) 2. Switchboard Operation Answer calls and connect to the appropriate staff member; take messages when required; handle daily voice mail messages in the general voice mail box; maintain, update, and distribute office telephone extension list; work with the technology department concerning telephone problems; distribute emergency management (PEMA) messages. (20 points) 3. Human Resources/Research Services Support Distribute and maintain an inventory of application packets; filing of applications; clerical support to the Human Resources/Research Services staff; maintenance of employee identification badges; attend staff meetings as requested; maintain, update, and distribute the birthday list. (10 points) 4. Office Duties and Responsibilities Ensure effective and efficient office operations by maintaining confidentiality; providing quality work; improve process efficiency; manage phone calls; maintain staff schedules; manage appointments; handle mail and correspondence; maintain file systems; complete and monitor duplication and lamination requests; maintain work area; participate in the work sharing process; assume additional responsibilities; attend office trainings, workshops, and conferences; extend courtesies to staff and visitors; follow IU polices and procedures; be an integral part of the Intermediate Unit s vision and mission by working as a team member, contributing to and achieving department goals, updating supervisor(s) and team members on potential opportunities. (20 points) 5. Organizational Goals Contributions are made in the workplace to achieve all of the Intermediate Unit s goals in support of the vision and mission of Colonial Intermediate Unit 20. (10 points) 6. Substitute Procurement System Monitor, maintain, and update the substitute procurement system for ten-month employees. Provide assistance to employees, substitutes, and supervisors upon request. (20 points) 4

5 Reception Area Operation/Other Related Duties and Responsibilities 1. Satisfactory performance in respect to reception area operation and other duties and responsibilities will be attained when: 1.1 Visitors/deliveries to CIU 20 building at main entrance are screened through the use of security system located at main reception desk and appropriate central office/warehouse staff is notified. 1.2 Courtesy is extended to visitors, workshop attendees, and those with appointments; proper direction is given; and staff is notified of the arrival of visitors, workshop attendees, and appointments. 1.3 Visitors, workshop attendees, and those with appointments are requested to sign in and out of register book and are issued a visitor tag to record who is in the building and the location; retrieval of tag is requested upon leaving the building. 1.4 Names of staff and departmental functions are maintained and utilized in order to sign for/route deliveries and direct calls appropriately. 1.5 Daily events are obtained from the secretaries calendars and placed on the Lobby Monitor in order to direct attendees to conference rooms. 1.6 Knowledge of the facilities in the building is utilized in order to help visitors with the location of telephones, restrooms, vending machines, and the kitchen/snack area. 1.7 Assistance is given to parents and/or agency personnel when attending various meetings and evaluations. 1.8 Professionalism is exhibited when dealing with all people at the front desk and appropriate action is taken in crisis situations. 1.9 Publications and brochures are maintained at the switchboard and appropriate personnel are notified when stock replenishment is necessary through establishing reorder points and regular inventory checks Switchboard/reception area is covered by scheduling back-up when needed on an equal rotating basis. Documentation is maintained to ensure fair and consistent utilization of back-up staff FAX messages are received and kept in confidence; appropriate staff is notified; and pick up at receptionist s desk is ensured Back-up coverage is provided in the sorting of US mail and Courier mail Meetings are attended and participation is given to the CIU20 Emergency Preparedness Committee as scheduled. 5

6 Switchboard Operation 2. Satisfactory performance in respect to switchboard operation will be attained when: 2.1 Incoming and internal calls are handled in a professional, knowledgeable, and courteous manner and calls are routed to appropriate staff/office by knowledge of each staff/office departmental function. 2.2 Brief messages are taken if caller cannot reach staff or do not wish to leave a message on Voice Mail. Written messages shall include name of caller with correct spelling, specific date and time of call, and reason for call utilizing self-duplicating phone message books. 2.3 The General Delivery Voice Mailbox is checked each morning and periodically throughout the day, and messages are forwarded to the appropriate personnel. 2.4 The Management Assistant for Technology is notified of problems with switchboard functioning and/or problems reported by staff at individual telephone stations. 2.5 An ongoing knowledge of the operations of the switchboard, phone system, and receptionist duties is maintained in order to train back-up receptionist/switchboard operators. New changes are shared immediately with other staff. 2.6 Paging of staff and/or the making of public announcements are done only when necessary. 2.7 In-service training sessions regarding front desk security, handling work assignments, staff and visitors, business etiquette, word processing/office technology, and other sessions as requested are attended. Summary reports of conference content are submitted to supervisor when requested. 2.8 Staff meetings are attended and input is provided to departmental staff. 2.9 Organizational skills and creativity in managing efficiency are utilized in handling numerous phone calls, and prioritizing work sharing assignments and receptionist duties Fax messages from PA Emergency Management Agency (PEMA) are received, and cabinet level secretaries are notified immediately General Information for Switchboard/Telephone Coverage List is maintained, updated, distributed to back-up operators The Lobby Handbook is maintained, reviewed, updated and distributed to back-up operators on an ongoing basis, but at least annually. 6

7 Human Resources/Research Services Support 3. Satisfactory performance in respect to Human Resources/Research Services support will be attained when: 3.1 An adequate supply of application packets in the front vestibule, and other informational materials at the reception desk are maintained and replenishments requested from the appropriate departments. 3.2 New applicant folders are created within the established timelines when requested. 3.3 Support is provided daily as requested to the Human Resources/Research Services department within the established timelines. 3.4 The birthday list is maintained, updated, and distributed as needed throughout the year. 3.5 Employment applications are filed as received 3.6 Employee ID badges are produced upon request. Replacement requests are filled upon request. The Coordinator of Buildings and Grounds is notified to program any IU and Colonial Academy building badges and notified for replenishment of card supplies. Lanyards are ordered when needed. Technology is notified regarding any malfunctions of software or hardware. 3.7 Periodic checking of overflow human resources clerical work is done throughout the day, and deadlines are met. 3.8 Assistance is provided to the offices of the Executive Director and Assistant Executive Director when requested. 7

8 Office Duties and Responsibilities 4. Satisfactory performance in respect to office duties and responsibilities will be attained when: 4.1 Confidentiality in job-related matters is understood and never violated. 4.2 Work quality and office efficiency are improved on an on-going basis by requesting and utilizing training in new office technology and techniques. All work is performed in a thorough, neat, accurate and timely manner. 4.3 Telephone calls are courteously managed and accurate and appropriate information is taken and routed to staff. 4.4 Staff schedules, appointments, interview schedules, meeting room reservations/requirements, conference requests and travel arrangements are handled as requested. 4.5 Incoming mail and correspondence is picked up at least once in the morning and once in the afternoon and promptly opened, date stamped, and routed to staff on a daily basis. All mail is reviewed, and urgent and important items are immediately brought to the attention of the appropriate staff member. 4.6 Correspondence and general files are maintained. Duplication and lamination requests are completed and monitored by appropriate timelines as requested. 4.7 Maintenance of the work area is attended to through the care and maintenance of equipment and by keeping the office area in an orderly fashion whereby information can be retrieved. 4.8 Assistance in the work sharing process is provided when requested and on a voluntary basis. Additional responsibilities are willingly assumed as recognized. 4.9 All office trainings, meetings and conferences (internal and external) are attended as requested. CPETracker is utilized to enroll in and set-up functions and events as requested by staff. This includes class lists, registration and attendance Courtesy and assistance is extended to all employees, visitors, meeting attendees, and appointments through positive and professional relationships Intermediate Unit policies and procedures are followed Intermediate Unit vision and mission are carried out by participation as a department team member in achieving department goals and advising of potential opportunities or problems. 8

9 Organizational Goals 5. Satisfactory performance in respect to Organizational Goals will be attained when: 5.1 All core organizational values as identified for IU 20 are supported and demonstrated in interactions with staff and customers. 5.2 A positive attitude is present in all verbal and nonverbal work interactions. 5.3 Cross functioning among departments is supported through on-going collaborative work with staff in other departments and by demonstrating and fostering positive relationships with IU colleagues in other departments. 5.4 Intradepartmental functioning is supported through on-going collaborative work with other Human Resources Department staff members by demonstrating and fostering positive relationships with each member of the department. 5.5 A willingness and initiative to assume additional responsibilities when requested are exhibited. 5.6 Supervision and suggestions for improvement are received and responded to in a positive manner. 5.7 Due dates for projects and assignments are consistently met. 5.8 Initiative is taken to update the immediate supervisor on an on-going weekly basis on progress, problems, and potential opportunities through submission of required work reports, meetings, and/or on-going verbal updates, s, and written summaries. 9

10 Substitute Procurement System 6. Satisfactory performance in respect to the Substitute Procurement System will be attained when: 6.1 All absences are checked daily through the on-line (Aesop) and telephone system. 6.2 Supervisors are notified of unfilled positions, and calls are forced through the system. 6.3 Substitutes or properly certified staff are reassigned, and the supervisor is notified. 6.4 The Guaranteed Daily Substitute is assigned. 6.5 Reports are processed and distributed to the Director of Human Resources and Management Assistant for Human Resources as requested. 6.6 Trainings, webinars, and video conferences are attended to enhance skills and knowledge about the system. 6.7 System problem solving is provided in a professional manner for all employees, substitutes, and supervisors. 6.8 Leaves are monitored and entered; substitutes are contacted and assigned when needed to meet program needs. 6.9 Doctor s notes for absences three days or more are monitored. A monthly list of delinquent notes is provided to the Director of Human Resources and Research Services The substitute procurement system and phone line is checked periodically throughout the day, and assignments/reassignments are made when necessary Review and report: (a) Family sick days that exceed the allotted yearly amount; (b) Personal days that exceed the allotted yearly amount and/or taken in half-day increments; (c) Exhausted paid time; (d) Absence patterns; (e) Absences that exceed three consecutive days Create new accounts in the Aesop system for new employees and new substitutes and send system access information Maintain and update data in the Aesop system for employees and substitutes All other duties and responsibilities associated with employee absences and substitute procurement as requested. 10