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* ELMI Occupation Report *
 
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.   (O'Net 43-2011.00)

 
Reported job titles:   Answering Service Telephone Operator, CBX Operator, Central Communications Specialist, Combination Operator, Command and Control Specialist, Communication Center Operator   (view all job titles)
 
  • Career Video
  • Wages
  • Employment Trends
  • Industries of Employment
  • Tasks
  • Knowledge
  • Skills
  • Abilities
  • Work Activities
  • Interests
  • Work Styles
  • License Information
  • Education & Training Requirements
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    Career Video
    related to Switchboard Operators, Including Answering Service
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    Wages
    for Switchboard Operators, Including Answering Service
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     Location Pay
    Period
    2016
    Percentile Wages Average
    Wage
    10% 25% 50%
    Median
    75% 90%
     Vermont Hourly $ 9.83   $ 11.23   $ 13.29   $ 15.15   $ 17.60   $ 13.43  
    Yearly $20,440   $23,370   $27,640   $31,510   $36,600   $27,940  
     
     Burlington-South Burlington, VT Metropolitan NECTA Hourly $ 11.75   $ 13.22   $ 14.93   $ 16.98   $ 18.56   $ 14.93  
    Yearly $24,430   $27,500   $31,040   $35,330   $38,610   $31,040  
     
     Southern Vermont Balance of State Hourly $ 10.50   $ 11.69   $ 13.28   $ 14.92   $ 17.27   $ 13.55  
    Yearly $21,840   $24,310   $27,630   $31,040   $35,920   $28,190  
     
     Northern Vermont Balance of State Hourly $ 9.65   $ 9.73   $ 9.87   $ 12.43   $ 14.25   $ 11.14  
    Yearly $20,080   $20,240   $20,530   $25,860   $29,640   $23,160  
     
    What are Percentile Wages?
    source: Occupational Employment Statistics, Vermont Labor Market Information, U.S. Bureau of Labor Statistics, released April 2017.
     


    Employment Trends
    for Switchboard Operators, Including Answering Service
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    Location Employment Annual % change
    (compounded)
    Annual job openings
    (due to growth and
    net replacements)
    2014 2024
    Vermont 292 188 -4.3% 3
    source: Employment Projections, Vermont Economic & Labor Market Information, in cooperation with U.S. Bureau of Labor Statistics, statewide estimates released July 2016.
     


    Industries of Employment
    for Switchboard Operators, Including Answering Service
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    Industry Percent of Total
    2014
    Administrative and support services 19.3%
    Hospitals; state, local, and private 15.3%
    Ambulatory healthcare services 10.5%
    Motor vehicle and parts dealers 9.3%
    Accommodation 5.6%
    source: Employment Projections, U.S. Bureau of Labor Statistics, National Employment Matrix, released July 2016.
     


    Tasks
    for Switchboard Operators, Including Answering Service
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  • Answer incoming calls, greeting callers, providing information, transferring calls or taking messages as necessary.
     
  • Operate communication systems, such as telephone, switchboard, intercom, two-way radio, or public address.
     
  • Page individuals to inform them of telephone calls, using paging or interoffice communication equipment.
     
  • Relay or route written or verbal messages.
     
  • Place telephone calls or arrange conference calls as instructed.
     
  • Perform various data entry or word processing tasks, such as updating phone directories, typing or proofreading documents, or creating schedules.
     
  • Process incoming or outgoing mail, packages, or deliveries.
     
  • Perform administrative tasks, such as accepting orders, scheduling appointments or meeting rooms, or sending and receiving faxes.
     
  • Record messages, suggesting rewording for clarity or conciseness.
     
  • Monitor alarm systems to ensure that secure conditions are maintained.
     
    source: Occupational Information Network: Switchboard Operators, Including Answering Service  updated July 2013
     


    Knowledge
    for Switchboard Operators, Including Answering Service
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  • Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
     
  • English Language - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
     
  • Administration and Management - Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
     
  • Clerical - Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.
     
  • Communications and Media - Knowledge of media production, communication, and dissemination techniques and methods. This includes alternative ways to inform and entertain via written, oral, and visual media.
     
  • Computers and Electronics - Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
     
  • Public Safety and Security - Knowledge of relevant equipment, policies, procedures, and strategies to promote effective local, state, or national security operations for the protection of people, data, property, and institutions.
     
  • Telecommunications - Knowledge of transmission, broadcasting, switching, control, and operation of telecommunications systems.
     
    source: Occupational Information Network: Switchboard Operators, Including Answering Service  updated July 2013
     


    Skills
    for Switchboard Operators, Including Answering Service
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  • Speaking - Talking to others to convey information effectively.
     
  • Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
     
  • Social Perceptiveness - Being aware of others' reactions and understanding why they react as they do.
     
  • Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
     
  • Service Orientation - Actively looking for ways to help people.
     
  • Writing - Communicating effectively in writing as appropriate for the needs of the audience.
     
    source: Occupational Information Network: Switchboard Operators, Including Answering Service  updated July 2013
     


    Abilities
    for Switchboard Operators, Including Answering Service
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  • Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences.
     
  • Oral Expression - The ability to communicate information and ideas in speaking so others will understand.
     
  • Speech Recognition - The ability to identify and understand the speech of another person.
     
  • Speech Clarity - The ability to speak clearly so others can understand you.
     
  • Near Vision - The ability to see details at close range (within a few feet of the observer).
     
  • Written Expression - The ability to communicate information and ideas in writing so others will understand.
     
  • Deductive Reasoning - The ability to apply general rules to specific problems to produce answers that make sense.
     
  • Inductive Reasoning - The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
     
  • Information Ordering - The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).
     
  • Selective Attention - The ability to concentrate on a task over a period of time without being distracted.
     
    source: Occupational Information Network: Switchboard Operators, Including Answering Service  updated July 2013
     


    Work Activities
    for Switchboard Operators, Including Answering Service
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  • Interacting With Computers - Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
     
  • Getting Information - Observing, receiving, and otherwise obtaining information from all relevant sources.
     
  • Communicating with Persons Outside Organization - Communicating with people outside the organization, representing the organization to customers, the public, government, and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail.
     
  • Communicating with Supervisors, Peers, or Subordinates - Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
     
  • Documenting/Recording Information - Entering, transcribing, recording, storing, or maintaining information in written or electronic/magnetic form.
     
  • Establishing and Maintaining Interpersonal Relationships - Developing constructive and cooperative working relationships with others, and maintaining them over time.
     
  • Performing for or Working Directly with the Public - Performing for people or dealing directly with the public. This includes serving customers in restaurants and stores, and receiving clients or guests.
     
  • Processing Information - Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.
     
  • Identifying Objects, Actions, and Events - Identifying information by categorizing, estimating, recognizing differences or similarities, and detecting changes in circumstances or events.
     
  • Monitor Processes, Materials, or Surroundings - Monitoring and reviewing information from materials, events, or the environment, to detect or assess problems.
     
    source: Occupational Information Network: Switchboard Operators, Including Answering Service  updated July 2013
     


    Interests
    for Switchboard Operators, Including Answering Service
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  • Conventional - Conventional occupations frequently involve following set procedures and routines. These occupations can include working with data and details more than with ideas. Usually there is a clear line of authority to follow.
     
  • Enterprising - Enterprising occupations frequently involve starting up and carrying out projects. These occupations can involve leading people and making many decisions. Sometimes they require risk taking and often deal with business.
     
    source: Occupational Information Network: Switchboard Operators, Including Answering Service  updated June 2008
     


    Work Styles
    for Switchboard Operators, Including Answering Service
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  • Dependability - Job requires being reliable, responsible, and dependable, and fulfilling obligations.
     
  • Integrity - Job requires being honest and ethical.
     
  • Self Control - Job requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations.
     
  • Cooperation - Job requires being pleasant with others on the job and displaying a good-natured, cooperative attitude.
     
  • Concern for Others - Job requires being sensitive to others' needs and feelings and being understanding and helpful on the job.
     
  • Attention to Detail - Job requires being careful about detail and thorough in completing work tasks.
     
  • Stress Tolerance - Job requires accepting criticism and dealing calmly and effectively with high stress situations.
     
  • Independence - Job requires developing one's own ways of doing things, guiding oneself with little or no supervision, and depending on oneself to get things done.
     
  • Adaptability/Flexibility - Job requires being open to change (positive or negative) and to considerable variety in the workplace.
     
  • Social Orientation - Job requires preferring to work with others rather than alone, and being personally connected with others on the job.
     
    source: Occupational Information Network: Switchboard Operators, Including Answering Service  updated July 2013
     


    State of Vermont License Information
    that may be required for Switchboard Operators, Including Answering Service
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    No state licenses listed for this occupation.
     


    Education and Training Requirements
    for Switchboard Operators, Including Answering Service
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  • Job Zone Two: Some Preparation Needed
  •  
  • Education: These occupations usually require a high school diploma.
  •  
  • Training: Employees in these occupations need anywhere from a few months to one year of working with experienced employees. A recognized apprenticeship program may be associated with these occupations.
  •  
  • Experience: Some previous work-related skill, knowledge, or experience is usually needed. For example, a teller would benefit from experience working directly with the public.
  •  
    source: Occupational Information Network: Switchboard Operators, Including Answering Service  updated July 2013
     


    Schools
    offering instructional programs related to Switchboard Operators, Including Answering Service
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    No school information for this occupation.
     


    Other Resources
    for Switchboard Operators, Including Answering Service
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  • Labor Exchange Information
  • A source for occupational characteristics, such as age, gender, race, and years of education and an alternative source for occupational wage rates. Limited to people looking for jobs and the jobs advertised through VDOL Vermont Job Link.
  • Look for statewide information over the latest 12 months for Switchboard Operators, Including Answering Service.
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  • Occupational Outlook Handbook
  • No handbook information for this occupation.
     
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    Related Occupations
    Occupations with skill requirements similar to Switchboard Operators, Including Answering Service
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    source: Occupational Information Network: Switchboard Operators, Including Answering Service 
     

     
     
     
    Vermont.gov State of Vermont Department of Labor