State and Local Government | University of Northern Iowa

Skills & Competencies

Skills developed through this program

Auto-populatedfrom O*NET via SOC 43-2021.00

Skills

Active ListeningSpeakingService OrientationSocial PerceptivenessCritical ThinkingReading Comprehension

Knowledge

Customer and Personal ServiceTelecommunicationsAdministrativeEnglish LanguageComputers and Electronics

Abilities

Oral ExpressionOral ComprehensionSpeech RecognitionSpeech ClarityWritten ComprehensionProblem SensitivitySelective AttentionNear VisionDeductive ReasoningInductive Reasoning

Tasks

Observe signal lights on switchboards, and dial or press buttons to make connections.
Operate telephone switchboards and systems to advance and complete connections, including those for
Listen to customer requests, referring to alphabetical or geographical directories to answer questio

Technology

Helpdesk or call center softwareOperating system softwareSpreadsheet softwareOffice suite softwareElectronic mail software

Tools

10-key calculatorsAlarm system monitorsComputer laser printersCopy machinesElectric typewritersLaser facsimile machinesMobile radiosMultiline telephone systemsPaging systemsPersonal computersPremise branch exchange PBX equipmentSecure voice equipmentTelephone headsetsTelephone switchboardsVoice over internet protocol VoIP systems

Work Values

RelationshipsSupportIndependenceAchievementWorking ConditionsRecognition

Career Pathways

Occupations this program prepares you for

Auto-populatedfrom O*NET + BLS

Occupations matched to this program, with median wage, top wage, growth, and openings
SOC	Occupation	Method	Wage	Growth	Openings
Match confidence: medium43-2021.00	Telephone Operators	title_inference	—	—	—

Program Pathways

Credentials this program stacks toward

No program pathways.

What You'll Learn

Key competencies developed through this program

Auto-populatedfrom NSX Competency Framework

Mastery: developing (Level 2)(based on Certificate)

Switchboard connections — advance and complete local, long-distance, and pay-telephone calls routinely with minimal oversight.
Mobile and person-to-person call routing — process independently using switchboard systems in a moderate-volume call center.
Geographical directories — consult and cross-reference to answer location-based customer inquiries without supervisor prompting.
Directory information updates — enter and verify changes accurately in the database following departmental update schedules.
Incomplete caller information — apply alternate-spelling and location checks consistently to resolve most directory queries.
Emergency and special-assistance calls — manage calmly and route correctly in routine situations using practiced protocols.
Call center software records — log call details and generate basic activity reports at the end of each shift.
Clerical support tasks — type, proofread, and sort mail within required turnaround times in an administrative support role.
Customer service interactions — apply active listening and clear speech to handle a steady volume of routine inquiries.
Electronic mail software — compose and distribute accurate informational messages to internal staff on behalf of the department.

Program Details

Detailed information about this program

No detailed information available.

Requirements

What you need to earn this credential

No requirements listed.

Financial Aid

Eligible funding programs

No funding information available.

Scholarships

No scholarships listed.