{
  "entityType": "role",
  "schemaVersion": "role.v1",
  "slug": "role-43-2011-00",
  "socCode": "43-2011.00",
  "title": "Switchboard Operators, Including Answering Service",
  "summary": "Operate telephone business systems equipment or switchboards to relay incoming, outgoing, and interoffice calls. May supply information to callers and record messages.",
  "aliases": [
    "CBX Operator (Computerized Branch Exchange Operator)",
    "Communications Specialist",
    "PBX Operator (Private Branch Exchange Operator)",
    "Switchboard Operator (SB Operator)",
    "Central Communications Specialist",
    "Communications Operator",
    "Information Specialist",
    "Switchboard Receptionist (SB Receptionist)",
    "Telecommunications Clerk",
    "Telecommunications Operator",
    "Answering Service Telephone Operator",
    "Combination Operator"
  ],
  "tasks": [
    {
      "text": "Operate communication systems, such as telephone, switchboard, intercom, two-way radio, or public address.",
      "type": "Core",
      "iwa": "4.A.3.a.3.j"
    },
    {
      "text": "Answer incoming calls, greeting callers, providing information, transferring calls or taking messages as necessary.",
      "type": "Core",
      "iwa": "4.A.4.a.3.c"
    },
    {
      "text": "Greet visitors, log them in and out of the facility, assign them security badges, and contact employee escorts.",
      "type": "Core",
      "iwa": "4.A.4.a.5.a"
    },
    {
      "text": "Monitor alarm systems to ensure that secure conditions are maintained.",
      "type": "Supplemental",
      "iwa": "4.A.1.a.2.g"
    },
    {
      "text": "Contact security staff members when necessary, using radio-telephones.",
      "type": "Supplemental",
      "iwa": "4.A.3.a.1.k"
    },
    {
      "text": "Monitor emergency and code alarms, make emergency announcements, or route emergency calls to the appropriate location.",
      "type": "Core",
      "iwa": "4.A.1.a.2.g"
    },
    {
      "text": "Record messages, suggesting rewording for clarity or conciseness.",
      "type": "Core",
      "iwa": "4.A.3.a.3.e"
    },
    {
      "text": "Page individuals to inform them of telephone calls, using paging or interoffice communication equipment.",
      "type": "Core",
      "iwa": "4.A.3.a.3.j"
    },
    {
      "text": "Complete forms for sales orders.",
      "type": "Supplemental",
      "iwa": "4.A.3.b.6.m"
    },
    {
      "text": "Relay or route written or verbal messages.",
      "type": "Core",
      "iwa": "4.A.4.a.2.c"
    },
    {
      "text": "Perform various cash handling tasks, such as collecting payments, making bank deposits, or managing petty cash.",
      "type": "Core",
      "iwa": "4.A.2.a.2.d"
    },
    {
      "text": "Place telephone calls or arrange conference calls as instructed.",
      "type": "Core",
      "iwa": "4.A.3.a.3.j"
    }
  ],
  "emergingTasks": [],
  "activities": [
    {
      "name": "Proofread documents, records, or other files to ensure accuracy.",
      "iwa": "4.A.2.a.3.a"
    },
    {
      "name": "Type documents.",
      "iwa": "4.A.4.c.1.a"
    },
    {
      "name": "Sort mail.",
      "iwa": "4.A.2.a.2.b"
    },
    {
      "name": "Schedule appointments.",
      "iwa": "4.A.2.b.5.c"
    },
    {
      "name": "Execute sales or other financial transactions.",
      "iwa": "4.A.4.c.1.c"
    },
    {
      "name": "Monitor alarm systems.",
      "iwa": "4.A.1.a.2.g"
    },
    {
      "name": "Answer telephones to direct calls or provide information.",
      "iwa": "4.A.4.a.3.c"
    },
    {
      "name": "Refer customers to appropriate personnel.",
      "iwa": "4.A.4.a.5.a"
    },
    {
      "name": "Greet customers, patrons, or visitors.",
      "iwa": "4.A.4.a.5.j"
    },
    {
      "name": "Prepare cash for deposit or disbursement.",
      "iwa": "4.A.2.a.2.d"
    },
    {
      "name": "Collect deposits, payments or fees.",
      "iwa": "4.A.4.c.3.d"
    },
    {
      "name": "Order materials, supplies, or equipment.",
      "iwa": "4.A.4.c.3.e"
    },
    {
      "name": "Operate communications equipment or systems.",
      "iwa": "4.A.3.a.3.j"
    },
    {
      "name": "Relay information between personnel.",
      "iwa": "4.A.4.a.2.c"
    },
    {
      "name": "Maintain security.",
      "iwa": "4.A.3.a.1.k"
    },
    {
      "name": "Maintain call records.",
      "iwa": "4.A.3.b.6.h"
    },
    {
      "name": "Operate audio recording equipment.",
      "iwa": "4.A.3.a.3.e"
    },
    {
      "name": "File documents or records.",
      "iwa": "4.A.4.c.1.a"
    },
    {
      "name": "Answer customer questions about goods or services.",
      "iwa": "4.A.4.a.8.c"
    },
    {
      "name": "Prepare documentation for contracts, transactions, or regulatory compliance.",
      "iwa": "4.A.3.b.6.m"
    }
  ],
  "capabilities": [
    {
      "name": "Customer and Personal Service",
      "family": "knowledge",
      "value": 4.34
    },
    {
      "name": "Oral Comprehension",
      "family": "ability",
      "value": 4.12
    },
    {
      "name": "Oral Expression",
      "family": "ability",
      "value": 4.12
    },
    {
      "name": "Active Listening",
      "family": "essential_skill",
      "value": 4
    },
    {
      "name": "Speech Recognition",
      "family": "ability",
      "value": 4
    },
    {
      "name": "Speech Clarity",
      "family": "ability",
      "value": 4
    },
    {
      "name": "Speaking",
      "family": "essential_skill",
      "value": 3.88
    },
    {
      "name": "English Language",
      "family": "knowledge",
      "value": 3.85
    },
    {
      "name": "Administrative",
      "family": "knowledge",
      "value": 3.68
    },
    {
      "name": "Social Perceptiveness",
      "family": "transferable_skill",
      "value": 3.5
    },
    {
      "name": "Computers and Electronics",
      "family": "knowledge",
      "value": 3.49
    },
    {
      "name": "Near Vision",
      "family": "ability",
      "value": 3.38
    },
    {
      "name": "Telecommunications",
      "family": "knowledge",
      "value": 3.34
    },
    {
      "name": "Service Orientation",
      "family": "transferable_skill",
      "value": 3.12
    },
    {
      "name": "Selective Attention",
      "family": "ability",
      "value": 3.12
    },
    {
      "name": "Reading Comprehension",
      "family": "essential_skill",
      "value": 3
    },
    {
      "name": "Coordination",
      "family": "transferable_skill",
      "value": 3
    },
    {
      "name": "Written Comprehension",
      "family": "ability",
      "value": 3
    },
    {
      "name": "Written Expression",
      "family": "ability",
      "value": 3
    },
    {
      "name": "Deductive Reasoning",
      "family": "ability",
      "value": 3
    },
    {
      "name": "Inductive Reasoning",
      "family": "ability",
      "value": 3
    },
    {
      "name": "Information Ordering",
      "family": "ability",
      "value": 3
    },
    {
      "name": "Monitoring",
      "family": "essential_skill",
      "value": 2.88
    },
    {
      "name": "Problem Sensitivity",
      "family": "ability",
      "value": 2.88
    },
    {
      "name": "Administration and Management",
      "family": "knowledge",
      "value": 2.79
    },
    {
      "name": "Writing",
      "family": "essential_skill",
      "value": 2.75
    },
    {
      "name": "Critical Thinking",
      "family": "essential_skill",
      "value": 2.75
    },
    {
      "name": "Time Management",
      "family": "transferable_skill",
      "value": 2.75
    },
    {
      "name": "Perceptual Speed",
      "family": "ability",
      "value": 2.75
    },
    {
      "name": "Far Vision",
      "family": "ability",
      "value": 2.75
    },
    {
      "name": "Auditory Attention",
      "family": "ability",
      "value": 2.75
    },
    {
      "name": "Communications and Media",
      "family": "knowledge",
      "value": 2.73
    },
    {
      "name": "Judgment and Decision Making",
      "family": "transferable_skill",
      "value": 2.62
    },
    {
      "name": "Time Sharing",
      "family": "ability",
      "value": 2.62
    },
    {
      "name": "Public Safety and Security",
      "family": "knowledge",
      "value": 2.54
    },
    {
      "name": "Personnel and Human Resources",
      "family": "knowledge",
      "value": 2.52
    },
    {
      "name": "Active Learning",
      "family": "essential_skill",
      "value": 2.5
    },
    {
      "name": "Complex Problem Solving",
      "family": "transferable_skill",
      "value": 2.5
    },
    {
      "name": "Category Flexibility",
      "family": "ability",
      "value": 2.5
    },
    {
      "name": "Mathematics",
      "family": "knowledge",
      "value": 2.45
    }
  ],
  "skills": [
    {
      "name": "Speech Recognition",
      "type": "Specialized Skill"
    },
    {
      "name": "Active Listening",
      "type": "Common Skill"
    },
    {
      "name": "English Language",
      "type": "Common Skill"
    },
    {
      "name": "Social Perceptiveness",
      "type": "Common Skill"
    },
    {
      "name": "Microsoft Excel",
      "type": "Common Skill"
    },
    {
      "name": "Telecommunications",
      "type": "Specialized Skill"
    },
    {
      "name": "Reading Comprehension",
      "type": "Common Skill"
    },
    {
      "name": "Microsoft Word",
      "type": "Common Skill"
    },
    {
      "name": "Microsoft Windows",
      "type": "Common Skill"
    },
    {
      "name": "Microsoft PowerPoint",
      "type": "Common Skill"
    },
    {
      "name": "Microsoft Outlook",
      "type": "Common Skill"
    },
    {
      "name": "Microsoft Access",
      "type": "Specialized Skill"
    },
    {
      "name": "Information Ordering",
      "type": "Specialized Skill"
    },
    {
      "name": "Inductive Reasoning",
      "type": "Common Skill"
    },
    {
      "name": "Deductive Reasoning",
      "type": "Common Skill"
    },
    {
      "name": "Writing",
      "type": "Common Skill"
    },
    {
      "name": "Time Management",
      "type": "Common Skill"
    },
    {
      "name": "Critical Thinking",
      "type": "Common Skill"
    },
    {
      "name": "Complex Problem Solving",
      "type": "Common Skill"
    },
    {
      "name": "Active Learning",
      "type": "Common Skill"
    },
    {
      "name": "Mathematics",
      "type": "Common Skill"
    },
    {
      "name": "Finger Dexterity",
      "type": "Common Skill"
    },
    {
      "name": "Psychology",
      "type": "Specialized Skill"
    },
    {
      "name": "Negotiation",
      "type": "Common Skill"
    },
    {
      "name": "Systems Analysis",
      "type": "Specialized Skill"
    },
    {
      "name": "Learning Strategies",
      "type": "Specialized Skill"
    },
    {
      "name": "Instructing",
      "type": "Specialized Skill"
    },
    {
      "name": "IBM Notes",
      "type": "Specialized Skill"
    },
    {
      "name": "Visualization",
      "type": "Specialized Skill"
    },
    {
      "name": "Foreign Language",
      "type": "Common Skill"
    },
    {
      "name": "Geography",
      "type": "Specialized Skill"
    },
    {
      "name": "Depth Perception",
      "type": "Common Skill"
    },
    {
      "name": "Chemistry",
      "type": "Specialized Skill"
    },
    {
      "name": "Physics",
      "type": "Specialized Skill"
    },
    {
      "name": "Presentation Software",
      "type": "Specialized Skill"
    },
    {
      "name": "Installation",
      "type": "Specialized Skill"
    },
    {
      "name": "Equipment Selection",
      "type": "Specialized Skill"
    },
    {
      "name": "Equipment Maintenance",
      "type": "Specialized Skill"
    },
    {
      "name": "Biology",
      "type": "Specialized Skill"
    }
  ],
  "tools": [
    {
      "example": "Microsoft Excel",
      "category": "Spreadsheet software",
      "hot": true,
      "inDemand": true
    },
    {
      "example": "Microsoft Office software",
      "category": "Office suite software",
      "hot": true,
      "inDemand": true
    },
    {
      "example": "Microsoft Access",
      "category": "Data base user interface and query software",
      "hot": true,
      "inDemand": false
    },
    {
      "example": "Microsoft Outlook",
      "category": "Electronic mail software",
      "hot": true,
      "inDemand": false
    },
    {
      "example": "Microsoft PowerPoint",
      "category": "Presentation software",
      "hot": true,
      "inDemand": false
    },
    {
      "example": "Microsoft Windows",
      "category": "Operating system software",
      "hot": true,
      "inDemand": false
    },
    {
      "example": "Microsoft Word",
      "category": "Word processing software",
      "hot": true,
      "inDemand": false
    },
    {
      "example": "SAP software",
      "category": "Enterprise resource planning ERP software",
      "hot": true,
      "inDemand": false
    },
    {
      "example": "IBM Notes",
      "category": "Electronic mail software",
      "hot": false,
      "inDemand": false
    },
    {
      "example": "M-Tech Hotel Service Optimization System HotSOS",
      "category": "Facilities management software",
      "hot": false,
      "inDemand": false
    }
  ],
  "workContext": [
    {
      "name": "Telephone Conversations",
      "value": 5
    },
    {
      "name": "Contact With Others",
      "value": 4.98
    },
    {
      "name": "E-Mail",
      "value": 4.61
    },
    {
      "name": "Face-to-Face Discussions with Individuals and Within Teams",
      "value": 4.6
    },
    {
      "name": "Frequency of Decision Making",
      "value": 4.49
    },
    {
      "name": "Deal With External Customers or the Public in General",
      "value": 4.39
    },
    {
      "name": "Work With or Contribute to a Work Group or Team",
      "value": 4.35
    },
    {
      "name": "Dealing With Unpleasant, Angry, or Discourteous People",
      "value": 4.34
    },
    {
      "name": "Indoors, Environmentally Controlled",
      "value": 4.33
    },
    {
      "name": "Importance of Being Exact or Accurate",
      "value": 3.93
    },
    {
      "name": "Written Letters and Memos",
      "value": 3.8
    },
    {
      "name": "Physical Proximity",
      "value": 3.75
    },
    {
      "name": "Freedom to Make Decisions",
      "value": 3.71
    },
    {
      "name": "Spend Time Sitting",
      "value": 3.69
    },
    {
      "name": "Spend Time Making Repetitive Motions",
      "value": 3.61
    },
    {
      "name": "Conflict Situations",
      "value": 3.59
    },
    {
      "name": "Importance of Repeating Same Tasks",
      "value": 3.58
    },
    {
      "name": "Determine Tasks, Priorities and Goals",
      "value": 3.55
    },
    {
      "name": "Impact of Decisions on Co-workers or Company Results",
      "value": 3.48
    },
    {
      "name": "Coordinate or Lead Others in Accomplishing Work Activities",
      "value": 3.31
    },
    {
      "name": "Time Pressure",
      "value": 3.22
    },
    {
      "name": "Spend Time Using Your Hands to Handle, Control, or Feel Objects, Tools, or Controls",
      "value": 2.92
    },
    {
      "name": "Health and Safety of Other Workers",
      "value": 2.72
    },
    {
      "name": "Work Outcomes and Results of Other Workers",
      "value": 2.55
    },
    {
      "name": "Exposed to Sounds, Noise Levels that are Distracting or Uncomfortable",
      "value": 2.54
    },
    {
      "name": "Level of Competition",
      "value": 2.44
    },
    {
      "name": "Spend Time Standing",
      "value": 2.34
    },
    {
      "name": "Degree of Automation",
      "value": 2.31
    },
    {
      "name": "Spend Time Walking or Running",
      "value": 2.21
    },
    {
      "name": "Exposed to Contaminants",
      "value": 2.06
    },
    {
      "name": "Consequence of Error",
      "value": 2.03
    },
    {
      "name": "Spend Time Bending or Twisting Your Body",
      "value": 1.88
    },
    {
      "name": "Dealing with Violent or Physically Aggressive People",
      "value": 1.75
    },
    {
      "name": "Exposed to Disease or Infections",
      "value": 1.67
    },
    {
      "name": "Public Speaking",
      "value": 1.61
    },
    {
      "name": "Exposed to Extremely Bright or Inadequate Lighting Conditions",
      "value": 1.47
    },
    {
      "name": "Spend Time Kneeling, Crouching, Stooping, or Crawling",
      "value": 1.33
    },
    {
      "name": "Outdoors, Exposed to All Weather Conditions",
      "value": 1.3
    },
    {
      "name": "Exposed to Cramped Work Space, Awkward Positions",
      "value": 1.28
    },
    {
      "name": "Exposed to Radiation",
      "value": 1.28
    }
  ],
  "preparation": {
    "jobZone": "2",
    "jobZoneName": "Job Zone 1-2: Very Little to Some Preparation Needed",
    "education": "Usually requires a high school diploma or GED, though some occupations may not.",
    "experience": "Some occupations may need little or no previous experience; others require several months to a year of experience. For example, landscaping and groundskeeping workers might require very little training or previous experience, while agricultural equipment operators can benefit from on-the job training.",
    "svpRange": "(Below 6.0)",
    "educationDistribution": [
      {
        "label": "High School Diploma",
        "percentage": 88.55
      },
      {
        "label": "Post-Secondary Certificate",
        "percentage": 5.14
      },
      {
        "label": "Post-Baccalaureate Certificate",
        "percentage": 3.04
      },
      {
        "label": "Some College Courses",
        "percentage": 2.05
      },
      {
        "label": "Less than a High School Diploma",
        "percentage": 0.64
      },
      {
        "label": "Associate's Degree (or other 2-year degree)",
        "percentage": 0.58
      }
    ]
  },
  "personFit": [
    {
      "name": "Conventional",
      "family": "career_interest_type",
      "value": 5.95
    },
    {
      "name": "Office Work",
      "family": "specific_interest_area",
      "value": 5.91
    },
    {
      "name": "Realistic",
      "family": "career_interest_type",
      "value": 3.63
    },
    {
      "name": "Enterprising",
      "family": "career_interest_type",
      "value": 3.18
    },
    {
      "name": "Social",
      "family": "career_interest_type",
      "value": 2.91
    },
    {
      "name": "Personal Service",
      "family": "specific_interest_area",
      "value": 2.48
    },
    {
      "name": "Dependability",
      "family": "work_style",
      "value": 2.36
    },
    {
      "name": "Cooperation",
      "family": "work_style",
      "value": 2.07
    },
    {
      "name": "Social Orientation",
      "family": "work_style",
      "value": 1.92
    },
    {
      "name": "Attention to Detail",
      "family": "work_style",
      "value": 1.86
    },
    {
      "name": "Self-Control",
      "family": "work_style",
      "value": 1.8
    },
    {
      "name": "Information Technology",
      "family": "specific_interest_area",
      "value": 1.77
    },
    {
      "name": "Mechanics/Electronics",
      "family": "specific_interest_area",
      "value": 1.65
    },
    {
      "name": "Human Resources",
      "family": "specific_interest_area",
      "value": 1.64
    },
    {
      "name": "Accounting",
      "family": "specific_interest_area",
      "value": 1.62
    },
    {
      "name": "Management/Administration",
      "family": "specific_interest_area",
      "value": 1.56
    }
  ],
  "relatedRoles": [
    {
      "socCode": "43-4171.00",
      "slug": "role-43-4171-00",
      "title": "Receptionists and Information Clerks",
      "tier": "Primary-Short"
    },
    {
      "socCode": "43-9061.00",
      "slug": "role-43-9061-00",
      "title": "Office Clerks, General",
      "tier": "Primary-Short"
    },
    {
      "socCode": "43-2021.00",
      "slug": "role-43-2021-00",
      "title": "Telephone Operators",
      "tier": "Primary-Short"
    },
    {
      "socCode": "43-4051.00",
      "slug": "role-43-4051-00",
      "title": "Customer Service Representatives",
      "tier": "Primary-Short"
    },
    {
      "socCode": "43-5031.00",
      "slug": "role-43-5031-00",
      "title": "Public Safety Telecommunicators",
      "tier": "Primary-Short"
    },
    {
      "socCode": "41-9041.00",
      "slug": "role-41-9041-00",
      "title": "Telemarketers",
      "tier": "Primary-Long"
    },
    {
      "socCode": "43-5032.00",
      "slug": "role-43-5032-00",
      "title": "Dispatchers, Except Police, Fire, and Ambulance",
      "tier": "Primary-Long"
    },
    {
      "socCode": "43-6014.00",
      "slug": "role-43-6014-00",
      "title": "Secretaries and Administrative Assistants, Except Legal, Medical, and Executive",
      "tier": "Primary-Long"
    },
    {
      "socCode": "43-6013.00",
      "slug": "role-43-6013-00",
      "title": "Medical Secretaries and Administrative Assistants",
      "tier": "Primary-Long"
    },
    {
      "socCode": "43-6011.00",
      "slug": "role-43-6011-00",
      "title": "Executive Secretaries and Executive Administrative Assistants",
      "tier": "Primary-Long"
    },
    {
      "socCode": "49-2022.00",
      "slug": "role-49-2022-00",
      "title": "Telecommunications Equipment Installers and Repairers, Except Line Installers",
      "tier": "Supplemental"
    },
    {
      "socCode": "43-1011.00",
      "slug": "role-43-1011-00",
      "title": "First-Line Supervisors of Office and Administrative Support Workers",
      "tier": "Supplemental"
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