SANTA CRUZ COUNTY

Under direction, to provide either broad information on the scope, functions and services of all County departments, or extensive information on the services, programs and functions of a department with a multitude of complex programs and services; and to do related work as required.

Positions in this class are distinguished from those in the lower class of Receptionist by the breadth of knowledge required of the operations of all County departments, or by extensive and detailed knowledge of departmental operations in a department with complex procedures and a large number and variety of programs and services. The continuing use of independent judgment and interpretative ability, and the variety and complexity of problems further distinguish positions and issues dealt with. The volume and nature of contacts with the public are such that the performance of other clerical work is minimal.

Assists a large volume of visitors and callers with a wide variety of inquiries which involve considerable questioning in order to determine the nature of the inquiry, and directs or transfers to appropriate agency, department or personnel; answers Centrex, console switchboard, call director or other telephone; reviews a variety of material to maintain knowledge of the services and functions of departments and other agencies; assists repairmen in testing phones; maintains master departmental and employee phone directories; provides information on involved procedures and courses of action available in response to questions or more routine problems. May operate a CRT terminal to input data and to access information.

• Working knowledge of English grammar, vocabulary and spelling;
• Working knowledge of standard office practices and procedures;
• Some knowledge of government operation or other complex and multi-function operation.

• Meet the public with poise; understand their inquiries, and assist them in getting the help they need;
• Use initiative and make frequent and continuing use of independent judgment in obtaining and giving information;
• Establish and maintain cooperative relationships with the public and other employees;
• Learn and apply a wide variety of information about personnel, organization and services in a complex multi-functioned operation;
• Perform effectively under continuing pressure and with frequent interruptions;
• Understand and follow written and oral directions;
• Type at a moderate rate of speed may be required for certain positions.

Training and Experience: Any combination of training and experience that would provide the required knowledge and abilities is qualifying. A typical way to obtain these knowledge and abilities would be:

Two years of experience in meeting the public, including at least one year in receiving and providing information to the public, which demonstrates possession or application of the required knowledge and abilities.