Telephone Operators use electronic switchboard equipment or electronic consoles to provide assistance and information to customers or other Operators. Operators are divided into two groups:  

Central-Office Operators employed at the telephone company, and Private Branch Exchange (PBX) Operators employed in other establishments.  

NATURE OF THE OCCUPATION

Telephone Operators may:

Operate a cord or cordless switchboard to relay incoming, outgoing and interoffice calls  

Supply information to callers  

Record messages  

Operate a paging system or other system of bells or buzzers to call people to the telephone  

Keep records of calls placed and toll charges  

Perform clerical duties such as typing, proofreading, and sorting incoming and outgoing mail, as time allows  

The tool, equipment, and work aids used may include:

OCCUPATIONAL SPECIALTIES

Telephone Operators may specialize in these areas:

235.662-022 TELEPHONE OPERATORS use electronic switchboard equipment or electronic consoles to provide assistance and information to customers or other Operators.  

235.462-010 CENTRAL-OFFICE OPERATORS operate electronic consoles to establish or assist customers in establishing local or long distance telephone connections. They may specialize in the area of long distance charges or calls and be designated as Traffic-Service Position System (TSPS) Operators.  

235.662-026 TELEPHONE ANSWERING SERVICE OPERATORS operate cord or cordless switchboards to provide answering services for clients. They greet callers, announce the name or phone number of clients, record and deliver messages, furnish information, accept orders, relay calls, place telephone calls at the request of clients, and locate clients in emergencies.  

235.662-018 DIRECTORY-ASSISTANCE OPERATORS provide information on telephone numbers from a central office console or switchboard by referring to alphabetical or geographical directories, or using a computer terminal. Some Directory-Assistance Operators may be known as new number information operators.  

235.562-014 POLICE DISTRICT SWITCHBOARD OPERATORS operate switchboards to receive and transmit police communications. They may take messages from officers reporting from remote locations. They may telephone for ambulances and firefighting equipment when needed. They may route messages for radio broadcast to radio dispatchers.  

235.662-014 COMMUNICATION CENTER OPERATORS operate airport authority communication systems such as the public address system, the telephone switchboard, and the two-way internal radio system used between departments. They also monitor electronic equipment alarms to detect serious malfunctions of elevators, fire alarms, and other equipment.  

In addition to learning about these specialties, you may also find it helpful to explore the following MOIScripts:  

WORKING CONDITIONS AND REQUIREMENTS

Telephone Operators work alone or with other Operators on a large multi-position board. Switchboards may be located in soundproof rooms or in open areas where there may be distractions from visitors or other office workers. Operators may work in one place for long periods of time and be indirectly supervised. Work areas are usually pleasant, well lighted, and well ventilated.  

Most Operators work from 37 to 40 hours per week. Many switchboards have Operators on duty around the clock. This involves some evening, Sunday, and holiday work. They may work split shifts, from 8:00 AM to noon and from 6:00 PM to 9:00 PM, so that they are on duty during peak calling times. Because telephone companies have long waiting lists for Operator positions, beginners work night shifts or split shifts. Operators with enough seniority receive better hours.  

Many Telephone Operators are union members, but union membership is not generally required. The major union representing phone company operators are The Communications Workers of America (AFL-CIO), The International Brotherhood of Electrical Workers, and The Telecommunications International Union. Telephone Operators who are union members must pay dues.  

You Should Prefer:

• Activities involving business contact with people  

• Activities of a routine, definite, organized nature  

You Should Be Able To:

• Use tact and courtesy in dealing with people  

• Adjust to routine work  

• Communicate well with all types of people  

• Speak in a clear and pleasant manner  

Math Problem You Should Be Able to Solve:

A customer would like to make a call to France and would like to know when she should call to be able to talk the longest for the least amount of money.  

Reading Example You Should Be Able to Read and Comprehend:

The terminology and procedures in a PBX manual.  

For example, The REN is useful in determining the quantity of devices you may connect to your telephone line and still have all of those devices ring when your telephone number is called. The sum of the REN's of all devices connected to one line should not exceed (5.0).  

Writing Example You Should Be Able to Produce:

Prepare a written log of incoming calls and toll charges.  

Thinking Skill You Should Be Able to Demonstrate:

Organizational skills and be detail oriented in controlling incoming and outgoing calls.  

Employers prefer applicants with a high school diploma. They should be able to do simple mathematics, spell correctly, and write clearly. Although no previous work experience is required, Telephone Operators receive on-the-job training before actually serving customers. Employers may require applicants to pass a physical exam or take a test that measures their ability to learn and do the required work.  

EDUCATION AND PREPARATION OPPORTUNITIES  

NOTE: On-The-Job Training provided by the employer or a High School Diploma or Equivalent may qualify a person for this occupation.

The following education and preparation opportunities are helpful in preparing for occupations in the MOIScript:  

***SCHOOL SUBJECTS***

0600 BUSINESS , 0700 CAREERS , 0900 COMMUNICATIONS , 1000 COMPUTERS , 2200 MATH , 3300 TECHNOLOGY

***VOCATIONAL EDUCATION PROGRAMS***

There are no Vocational Education Programs related to this MOIScript  

***POSTSECONDARY PROGRAMS***

There are no Postsecondary Programs related to this MOIScript  

                 Search for a College and/or Instructional Program

***APPRENTICESHIP OPPORTUNITIES***

There are no Apprenticeships related to this MOIScript  

***MILITARY TRAINING PROGRAMS***

Please check the Military web site at http://www.myfuture.com

COMMUNICATIONS EQUIPMENT OPERATORS

The ability to link air, sea and ground forces through communication systems is critical in the military. Communications equipment operators enable these messages to be transmitted and received.  

What They Do

Communication equipment operators in the military perform some or all of the following duties:  

• Transmit, receive, and log messages according to military procedures  

• Encode and decode classified messages  

• Operate different types of telephone switchboards  

• Install, maintain, and operate communications equipment  

• Monitor and respond to emergency calls  

Physical Demands

Normal color vision, normal hearing, and the ability to speak clearly and distinctly are required to enter some specialties in this occupation. Operators must often sit for long periods.  

Training Provided

Job training consists of 9 to 22 weeks of instruction, including practice with equipment. Course content typically includes:  

• Use of various types of communications equipment  

• Procedures for setting up communications equipment  

• Maintenance and care of communications equipment  

Further training occurs on the job and through advanced courses. The Army, Navy, and Marine Corps offer certified apprenticeship programs for some specialties in this occupation.

Work Environment

Communications equipment operators may work either indoors or outdoors, depending on the specialty. They may be assigned to ships, aircraft, land bases, or mobile field units.  

Helpful Attributes

Helpful school subjects include typing, English, and speech. Helpful attributes include:  

• Interest in working with communications equipment  

• Interest in working with codes  

• Ability to remain calm in an emergency  

Civilian Counterparts

Civilian communications equipment operators work in airports, harbors, police stations, fire stations, telephone companies, telegraph companies, and many businesses. They may also work aboard ships. Their duties are similar to duties assigned to military communications equipment operators, although civilian communications equipment operators do not usually work in field units. They may be called radio operators, telephone operators, radiotelephone operators, switchboard operators or teletype operators, depending on their specialty.  

Opportunities

The military has about 43,900 communications equipment operators. On average, the services need about 4,650 new operators each year. After job training, communications equipment operators prepare and send messages, work at switchboards, and type and file messages under supervision. With experience, they work more independently. In time, they may become supervisors of communications centers.    

E-Learning Courses and Programs  

OPPORTUNITIES FOR EXPERIENCE AND METHODS OF ENTRY

Students may explore this field of work by obtaining summer or part-time clerical work or a job in which they serve the public. Experience may be gained also through military service.  

School-to-Work opportunities include:

informal apprenticeships  

mentorships  

job shadowing experiences  

touring a local Telephone Operator employer  

internships  

volunteer work with a Telephone Operator employer  

community service work with an agency  

Persons seeking work as Telephone Operators should apply directly at a local telephone company, civil service offices, consult newspaper want ads, or private establishments. Assistance is available through local offices of Michigan Works! and local unions. Jobs may be listed in newspaper want ads. In addition, you should access search the Internet's on-line employment services sites such as:  

Michigan Talent Bank  

America's Job Bank  

Classifieds Employment  

Yahoo! Careers  

MONSTER.COM  

You should also enter an electronic resume on these on-line services.

EARNINGS AND ADVANCEMENT

Earnings of Telephone Operators vary according to individual experience, the employer, job responsibilities, geographic location, and size of the community in which the Operator is employed. Telephone Operators employed in the manufacturing industry, have higher earnings than those employed in other industries.  

Nationally, the median earnings of all Telephone Operators were $20,748 per year in 1998.  

Annual wages of Telephone Operators in Michigan were (1999):  

Telephone switchboard Operators, called communications assistants, employed by the State of Michigan in 1999 earned between $23,067 and $33,363 per year.  

Telephone company Operators receive extra pay for evening and night shifts and for Sunday and holiday work.  

Most receive group life, hospitalization, and accident insurance; pensions; and paid holidays, vacations, and sick leave. Some employers offer tuition reimbursement, savings plans, and stock investment plans.  

Telephone Operator trainees study time zones and geography, dial tones, and rates. After practicing on simulated calls, they progress to real calls. Training consists of about 3 weeks in the classroom and 3 months on the job. Experienced Telephone company Operators may be promoted to supervisory jobs, transfer to clerical positions such as secretary or bookkeeper, or advance to jobs as telephone craft workers such as telephone installers and repairers. Promotions may require additional training or education, especially in clerical or supervisory skills, and demonstration of leadership qualities.  

EMPLOYMENT AND OUTLOOK

Nationally, about 318,900 Telephone Operators were employed in 1996. Employment in this occupation is expected to decline through the year 2006. This decline will be due to increased automation and productivity of workers. The industry distribution for Telephone Operators looked like this:  

Increased Customer Direct Dialing including Overseas Direct Dialing, and technical improvements such as Electronic Switching Systems and Automatic Billing processes, will limit the need for operators employed by telephone companies. Most openings will be due to replacement of workers.  

There are approximately 8,400 Telephone Operators employed in Michigan. Most worked for telephone companies. The rest were employed by public and private establishments such as hospitals, schools, businesses providing services, department stores, manufacturers, insurance companies, and government agencies.  

Employment of Telephone Operators in Michigan is expected to decline through the year 2005. Some openings are expected due to the need to replace those who retire, die, or leave the labor force for other reasons. Additional openings will occur as workers transfer to other jobs or occupations.  

Many operator assisted services are now being automated, eliminating functions normally performed by Operators. For example, directory Assistance Operators now can find numbers more quickly because they use a computerized system that shows the information on a screen, whereas before they had to look through paper directories. In addition, computerized recordings are used to give the number to the caller once it has been found by the Operator. Technological change has had a far greater effect than the business cycle on the employment of telephone company Operators.  

MICHIGAN'S EMPLOYMENT OUTLOOK TO 2005  

SOURCES OF ADDITIONAL INFORMATION

Printed Occupational information is available upon written request from the sources below.