Switchboard Operators, Including Answering Service (O*NET Occupation 43-2011.00)

Switchboard Operators, Including Answering Service (O*NET Occupation 43-2011.00) Switchboard Operators, Including Answering Service operate telephone business systems equipment or switchboards to relay incoming, outgoing, and interoffice calls. May supply information to callers and record messages. Most have at least a high school diploma or its equivalent. There are about 17,796 people in these jobs today in California, and not many require higher education, but these jobs are expected to decline about -2% over the next 2 years. This is not a stable, long-term career path. There is roughly one person in this job for every 50 in all Primary ICT occupations. When these jobs are posted online, about 1 in 3 have unique job titles, and even jobs with the same titles have different descriptions. Generally, look for the words switchboard or telephone operator in combination with some ICT related technical or operational term. Wanted reported more than 600 online postings for these jobs in California in Q1 2011. EMSI Data 43-2011.00 Switchboard Operators, Including Answering Service Page 1

Online Job Postings via Wanted.com Following are the total number of job postings, the different number of job titles and top 10 job titles within this occupation for all online job postings at all online job posting boards, recruiter websites and corporate websites accessible to Wanted.com in the first quarter of 2011 for California. 43-2011.00 Switchboard Operators, Including Answering Service Page 2

Knowledge Knowledge refers to organized sets of principles and facts applying in general domains (e.g., knowledge of principles and methods for moving people or goods by air). Source: O*NET Resource Center Knowledge 43-2011.00 Switchboard Operators, Including Answering Service Page 3 Customer and Personal Service Very 76 Advanced 66 Clerical 68 Advanced 58 English Language 66 Advanced 52 Computers and Electronics Psychology Communications and Media Public Safety and Security Mathematics 48 Intermediate 41 33 Intermediate 30 30 Intermediate 28 37 Intermediate 26 27 Basic 24 Telecommunications 54 Basic 23 Education and Training Not 19 Basic 21 Administration and Management 28 Basic 18 Personnel and Human Resources Not 19 Basic 18 Sales and Marketing Not 18 Basic 17 Economics and Accounting Not 17 Basic 13

Knowledge Sociology and Anthropology Not 11 Basic 13 Philosophy and Theology Not 10 Basic 13 Law and Government Not 14 Basic 13 Foreign Language Not 20 Basic 12 Geography Not 9 Basic 11 Production and Processing Not 10 Basic 9 Medicine and Dentistry Not 9 Basic 9 Therapy and Counseling Not 7 Basic 8 Transportation Not 6 Basic 7 Chemistry Not 4 Basic 5 Engineering and Technology Not 6 Basic 4 Mechanical Not 4 Basic 4 History and Archeology Not 3 Basic 3 Fine Arts Not 3 Basic 2 Design Not 2 Basic 2 Biology Not 1 Basic 1 Building and Construction Not 1 Basic 1 Food Production Not 0 Basic 0 Physics Not 0 Basic 0 Source: U.S. Department of Labor / Employment and Training Administration, O*NET database version 13. Skill Skills refer to developed capacities that facilitate the more rapid acquisition of knowledge or the performance of activities (e.g., determining what is causing an operating error and deciding what to do about it). Source: O*NET Resource Center Source: U.S. Department of Labor / Employment and Training Administration, O*NET database version 13. 43-2011.00 Switchboard Operators, Including Answering Service Page 4

Skill 43-2011.00 Switchboard Operators, Including Answering Service Page 5 Active Listening Very 83 Advanced 58 Reading Comprehension 62 Advanced 54 Critical Thinking 61 Advanced 50 Speaking Very 78 Intermediate 49 Service Orientation 65 Intermediate 47 Learning Strategies 50 Intermediate 47 Social Perceptiveness 63 Intermediate 45 Writing 53 Intermediate 44 Instructing Coordination Active Learning Time Management Monitoring Persuasion Operation and Control Judgment and Decision Making Mathematics 48 Intermediate 44 40 Intermediate 35 43 Intermediate 34 42 Intermediate 31 33 Intermediate 30 29 Intermediate 28 33 Intermediate 27 33 Intermediate 26 27 Intermediate 25 Equipment Selection Not 23 Basic 24 Complex Problem Solving 25 Basic 22 Troubleshooting Not 22 Basic 22 Negotiation 25 Basic 20 Operation Monitoring Not 19 Basic 18 Management of Personnel Resources Not 19 Basic 17 Quality Control Analysis Not 13 Basic 14 Systems Evaluation Not 11 Basic 11 Operations Analysis Not 10 Basic 11 Equipment Maintenance Not 11 Basic 10 Systems Analysis Not 11 Basic 10 Repairing Not 8 Basic 8 Technology Design Not 8 Basic 7 Management of Financial Resources Not 8 Basic 6 Installation Not 5 Basic 5 Management of Material Resources Not 6 Basic 5 Programming Not 4 Basic 4 Science Not 1 Basic 1

Ability Abilities refers to enduring attributes of the individual that influence performance (e.g., the ability to come up with a number of ideas about a topic). Source: O*NET Resource Center Ability 43-2011.00 Switchboard Operators, Including Answering Service Page 6 Speech Recognition Very 78 Advanced 63 Speech Clarity Very 75 Advanced 52 Oral Expression Very 75 Advanced 50 Oral Comprehension Very 75 Intermediate 48 Near Vision 50 Intermediate 43 Category Flexibility 50 Intermediate 38 Written Comprehension 53 Intermediate 38 Problem Sensitivity 60 Intermediate 38 Selective Attention 53 Intermediate 34 Information Ordering 50 Intermediate 34 Deductive Reasoning 50 Intermediate 34 Inductive Reasoning 47 Intermediate 34 Written Expression 50 Intermediate 34 Auditory Attention Hearing Sensitivity 41 Intermediate 30 38 Intermediate 30 Perceptual Speed 44 Intermediate 30

Ability Flexibility of Closure Speed of Closure Finger Dexterity Far Vision Time Sharing Originality Visualization Fluency of Ideas Arm-Hand Steadiness Manual Dexterity Control Precision Number Facility Memorization Visual Color Discrimination Mathematical Reasoning 43-2011.00 Switchboard Operators, Including Answering Service Page 7 41 Intermediate 30 35 Intermediate 29 44 Intermediate 29 38 Intermediate 29 44 Intermediate 29 35 Intermediate 27 28 Intermediate 27 35 Intermediate 25 31 Basic 23 35 Basic 23 28 Basic 23 28 Basic 23 25 Basic 21 25 Basic 20 28 Basic 20 Trunk Strength Not 13 Basic 13 Wrist-Finger Speed Not 10 Basic 11 Response Orientation Not 10 Basic 7 Sound Localization Not 6 Basic 5 Reaction Time Not 6 Basic 5 Multilimb Coordination Not 3 Basic 2 Speed of Limb Movement Not 3 Basic 2 Extent Flexibility Not 3 Basic 2 Depth Perception Not 0 Basic 0 Gross Body Coordination Not 0 Basic 0 Glare Sensitivity Not 0 Basic 0 Dynamic Strength Not 0 Basic 0 Gross Body Equilibrium Not 0 Basic 0 Stamina Not 0 Basic 0 Spatial Orientation Not 0 Basic 0 Explosive Strength Not 0 Basic 0

Ability Night Vision Not 0 Basic 0 Dynamic Flexibility Not 0 Basic 0 Static Strength Not 0 Basic 0 Peripheral Vision Not 0 Basic 0 Rate Control Not 0 Basic 0 Source: U.S. Department of Labor / Employment and Training Administration, O*NET database version 13. 43-2011.00 Switchboard Operators, Including Answering Service Page 8