{
  "entityType": "role",
  "schemaVersion": "role.v1",
  "slug": "role-43-2021-00",
  "socCode": "43-2021.00",
  "title": "Telephone Operators",
  "summary": "Provide information by accessing alphabetical, geographical, or other directories. Assist customers with special billing requests, such as charges to a third party and credits or refunds for incorrectly dialed numbers or bad connections. May handle emergency calls and assist children or people with physical disabilities to make telephone calls.",
  "aliases": [
    "411 Directory Assistance Operator (411 Directory Assistance Op)",
    "Directory Assistance Operator (Directory Assistance Op)",
    "Phone Operator (Telephone Operator)",
    "TELECOM Op (Telecommunications Operator)",
    "Information Specialist",
    "Live Source Operator (Live Source Op)",
    "Long Distance Operator (LD Operator)",
    "PBX Operator (Post Box Exchange Operator)",
    "Phone Secretary (Telephone Secretary)",
    "Toll Operator (Toll Op)",
    "Central Office Operator (CO Op)",
    "Change Number Operator (Change Number Op)"
  ],
  "tasks": [
    {
      "text": "Observe signal lights on switchboards, and dial or press buttons to make connections.",
      "type": "Core",
      "iwa": "4.A.3.a.3.j"
    },
    {
      "text": "Operate paging systems or other systems of bells or buzzers to notify recipients of incoming calls.",
      "type": "Supplemental",
      "iwa": "4.A.3.a.3.j"
    },
    {
      "text": "Operate telephone switchboards and systems to advance and complete connections, including those for local, long distance, pay telephone, mobile, person-to-person, and emergency calls.",
      "type": "Core",
      "iwa": "4.A.3.a.3.j"
    },
    {
      "text": "Listen to customer requests, referring to alphabetical or geographical directories to answer questions and provide telephone information.",
      "type": "Core",
      "iwa": "4.A.1.a.1.d"
    },
    {
      "text": "Monitor automated systems for placing collect calls and intervene for a callers needing assistance.",
      "type": "Supplemental",
      "iwa": "4.A.3.a.3.j"
    },
    {
      "text": "Suggest and check alternate spellings, locations, or listing formats to customers lacking details or complete information.",
      "type": "Core",
      "iwa": "4.A.4.a.5.h"
    },
    {
      "text": "Update directory information.",
      "type": "Core",
      "iwa": "4.A.3.b.1.f"
    },
    {
      "text": "Perform clerical duties such as typing, proofreading, and sorting mail.",
      "type": "Core",
      "iwa": "4.A.2.a.2.b"
    },
    {
      "text": "Offer special assistance to persons such as those who are unable to dial or who are in emergency situations.",
      "type": "Core",
      "iwa": "4.A.4.a.5.i"
    },
    {
      "text": "Interrupt busy lines if an emergency warrants.",
      "type": "Supplemental",
      "iwa": "4.A.3.a.3.j"
    },
    {
      "text": "Provide assistance for customers with special billing requests.",
      "type": "Supplemental",
      "iwa": "4.A.4.a.3.c"
    },
    {
      "text": "Provide relay service for users who are deaf or hard of hearing.",
      "type": "Supplemental",
      "iwa": "4.A.4.a.5.i"
    }
  ],
  "emergingTasks": [],
  "activities": [
    {
      "name": "Search files, databases or reference materials to obtain needed information.",
      "iwa": "4.A.1.a.1.d"
    },
    {
      "name": "Answer telephones to direct calls or provide information.",
      "iwa": "4.A.4.a.3.c"
    },
    {
      "name": "Assist individuals with paperwork.",
      "iwa": "4.A.4.a.5.h"
    },
    {
      "name": "Assist disabled or incapacitated individuals.",
      "iwa": "4.A.4.a.5.i"
    },
    {
      "name": "Operate communications equipment or systems.",
      "iwa": "4.A.3.a.3.j"
    },
    {
      "name": "Discuss account status or activity with customers or patrons.",
      "iwa": "4.A.4.a.3.c"
    },
    {
      "name": "Sort mail.",
      "iwa": "4.A.2.a.2.b"
    },
    {
      "name": "Proofread documents, records, or other files to ensure accuracy.",
      "iwa": "4.A.2.a.3.a"
    },
    {
      "name": "Promote products, services, or programs.",
      "iwa": "4.A.4.a.6.c"
    },
    {
      "name": "Enter information into databases or software programs.",
      "iwa": "4.A.3.b.1.f"
    },
    {
      "name": "Maintain call records.",
      "iwa": "4.A.3.b.6.h"
    }
  ],
  "capabilities": [
    {
      "name": "Customer and Personal Service",
      "family": "knowledge",
      "value": 4.24
    },
    {
      "name": "Oral Expression",
      "family": "ability",
      "value": 4.12
    },
    {
      "name": "Active Listening",
      "family": "essential_skill",
      "value": 4
    },
    {
      "name": "Speaking",
      "family": "essential_skill",
      "value": 4
    },
    {
      "name": "Oral Comprehension",
      "family": "ability",
      "value": 4
    },
    {
      "name": "Speech Recognition",
      "family": "ability",
      "value": 4
    },
    {
      "name": "Speech Clarity",
      "family": "ability",
      "value": 4
    },
    {
      "name": "Telecommunications",
      "family": "knowledge",
      "value": 3.75
    },
    {
      "name": "Administrative",
      "family": "knowledge",
      "value": 3.59
    },
    {
      "name": "Service Orientation",
      "family": "transferable_skill",
      "value": 3.5
    },
    {
      "name": "English Language",
      "family": "knowledge",
      "value": 3.2
    },
    {
      "name": "Social Perceptiveness",
      "family": "transferable_skill",
      "value": 3.12
    },
    {
      "name": "Computers and Electronics",
      "family": "knowledge",
      "value": 3.11
    },
    {
      "name": "Reading Comprehension",
      "family": "essential_skill",
      "value": 3
    },
    {
      "name": "Critical Thinking",
      "family": "essential_skill",
      "value": 3
    },
    {
      "name": "Written Comprehension",
      "family": "ability",
      "value": 3
    },
    {
      "name": "Problem Sensitivity",
      "family": "ability",
      "value": 3
    },
    {
      "name": "Selective Attention",
      "family": "ability",
      "value": 3
    },
    {
      "name": "Near Vision",
      "family": "ability",
      "value": 3
    },
    {
      "name": "Deductive Reasoning",
      "family": "ability",
      "value": 2.88
    },
    {
      "name": "Inductive Reasoning",
      "family": "ability",
      "value": 2.88
    },
    {
      "name": "Monitoring",
      "family": "essential_skill",
      "value": 2.75
    },
    {
      "name": "Written Expression",
      "family": "ability",
      "value": 2.75
    },
    {
      "name": "Information Ordering",
      "family": "ability",
      "value": 2.75
    },
    {
      "name": "Complex Problem Solving",
      "family": "transferable_skill",
      "value": 2.62
    },
    {
      "name": "Finger Dexterity",
      "family": "ability",
      "value": 2.62
    },
    {
      "name": "Administration and Management",
      "family": "knowledge",
      "value": 2.59
    },
    {
      "name": "Coordination",
      "family": "transferable_skill",
      "value": 2.5
    },
    {
      "name": "Time Management",
      "family": "transferable_skill",
      "value": 2.5
    },
    {
      "name": "Category Flexibility",
      "family": "ability",
      "value": 2.5
    },
    {
      "name": "Flexibility of Closure",
      "family": "ability",
      "value": 2.5
    },
    {
      "name": "Auditory Attention",
      "family": "ability",
      "value": 2.5
    },
    {
      "name": "Public Safety and Security",
      "family": "knowledge",
      "value": 2.43
    },
    {
      "name": "Education and Training",
      "family": "knowledge",
      "value": 2.31
    },
    {
      "name": "Writing",
      "family": "essential_skill",
      "value": 2.25
    },
    {
      "name": "Active Learning",
      "family": "essential_skill",
      "value": 2.25
    },
    {
      "name": "Judgment and Decision Making",
      "family": "transferable_skill",
      "value": 2.25
    },
    {
      "name": "Perceptual Speed",
      "family": "ability",
      "value": 2.25
    },
    {
      "name": "Personnel and Human Resources",
      "family": "knowledge",
      "value": 2.24
    },
    {
      "name": "Communications and Media",
      "family": "knowledge",
      "value": 2.13
    }
  ],
  "skills": [
    {
      "name": "Speech Recognition",
      "type": "Specialized Skill"
    },
    {
      "name": "Active Listening",
      "type": "Common Skill"
    },
    {
      "name": "Telecommunications",
      "type": "Specialized Skill"
    },
    {
      "name": "English Language",
      "type": "Common Skill"
    },
    {
      "name": "Social Perceptiveness",
      "type": "Common 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 Excel",
      "type": "Common Skill"
    },
    {
      "name": "Critical Thinking",
      "type": "Common Skill"
    },
    {
      "name": "Inductive Reasoning",
      "type": "Common Skill"
    },
    {
      "name": "Deductive Reasoning",
      "type": "Common Skill"
    },
    {
      "name": "Information Ordering",
      "type": "Specialized Skill"
    },
    {
      "name": "Finger Dexterity",
      "type": "Common Skill"
    },
    {
      "name": "Complex Problem Solving",
      "type": "Common Skill"
    },
    {
      "name": "Time Management",
      "type": "Common Skill"
    },
    {
      "name": "Writing",
      "type": "Common Skill"
    },
    {
      "name": "Active Learning",
      "type": "Common Skill"
    },
    {
      "name": "Systems Analysis",
      "type": "Specialized Skill"
    },
    {
      "name": "Learning Strategies",
      "type": "Specialized Skill"
    },
    {
      "name": "Instructing",
      "type": "Specialized Skill"
    },
    {
      "name": "Negotiation",
      "type": "Common Skill"
    },
    {
      "name": "Mathematics",
      "type": "Common Skill"
    },
    {
      "name": "Foreign Language",
      "type": "Common Skill"
    },
    {
      "name": "Psychology",
      "type": "Specialized Skill"
    },
    {
      "name": "Visualization",
      "type": "Specialized Skill"
    },
    {
      "name": "Geography",
      "type": "Specialized Skill"
    },
    {
      "name": "Depth Perception",
      "type": "Common Skill"
    },
    {
      "name": "Chemistry",
      "type": "Specialized Skill"
    },
    {
      "name": "Physics",
      "type": "Specialized Skill"
    },
    {
      "name": "Biology",
      "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"
    }
  ],
  "tools": [
    {
      "example": "Microsoft Office software",
      "category": "Office suite software",
      "hot": true,
      "inDemand": true
    },
    {
      "example": "Microsoft Excel",
      "category": "Spreadsheet 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": "Computer aided dispatch software",
      "category": "Helpdesk or call center software",
      "hot": false,
      "inDemand": false
    },
    {
      "example": "Handheld computer device software",
      "category": "Operating system software",
      "hot": false,
      "inDemand": false
    },
    {
      "example": "Video conference software",
      "category": "Video conferencing software",
      "hot": false,
      "inDemand": false
    }
  ],
  "workContext": [
    {
      "name": "Telephone Conversations",
      "value": 5
    },
    {
      "name": "Contact With Others",
      "value": 5
    },
    {
      "name": "Deal With External Customers or the Public in General",
      "value": 4.68
    },
    {
      "name": "Work With or Contribute to a Work Group or Team",
      "value": 4.67
    },
    {
      "name": "Face-to-Face Discussions with Individuals and Within Teams",
      "value": 4.6
    },
    {
      "name": "E-Mail",
      "value": 4.48
    },
    {
      "name": "Indoors, Environmentally Controlled",
      "value": 4.27
    },
    {
      "name": "Frequency of Decision Making",
      "value": 4.18
    },
    {
      "name": "Importance of Being Exact or Accurate",
      "value": 4.17
    },
    {
      "name": "Spend Time Making Repetitive Motions",
      "value": 4.11
    },
    {
      "name": "Coordinate or Lead Others in Accomplishing Work Activities",
      "value": 3.92
    },
    {
      "name": "Dealing With Unpleasant, Angry, or Discourteous People",
      "value": 3.9
    },
    {
      "name": "Importance of Repeating Same Tasks",
      "value": 3.86
    },
    {
      "name": "Spend Time Sitting",
      "value": 3.82
    },
    {
      "name": "Impact of Decisions on Co-workers or Company Results",
      "value": 3.74
    },
    {
      "name": "Freedom to Make Decisions",
      "value": 3.72
    },
    {
      "name": "Determine Tasks, Priorities and Goals",
      "value": 3.69
    },
    {
      "name": "Time Pressure",
      "value": 3.69
    },
    {
      "name": "Exposed to Sounds, Noise Levels that are Distracting or Uncomfortable",
      "value": 3.52
    },
    {
      "name": "Spend Time Using Your Hands to Handle, Control, or Feel Objects, Tools, or Controls",
      "value": 3.48
    },
    {
      "name": "Health and Safety of Other Workers",
      "value": 3.27
    },
    {
      "name": "Conflict Situations",
      "value": 3.14
    },
    {
      "name": "Work Outcomes and Results of Other Workers",
      "value": 3.12
    },
    {
      "name": "Written Letters and Memos",
      "value": 2.97
    },
    {
      "name": "Physical Proximity",
      "value": 2.9
    },
    {
      "name": "Level of Competition",
      "value": 2.7
    },
    {
      "name": "Public Speaking",
      "value": 2.69
    },
    {
      "name": "Pace Determined by Speed of Equipment",
      "value": 2.69
    },
    {
      "name": "Degree of Automation",
      "value": 2.63
    },
    {
      "name": "Spend Time Standing",
      "value": 2.46
    },
    {
      "name": "Consequence of Error",
      "value": 2.32
    },
    {
      "name": "Spend Time Bending or Twisting Your Body",
      "value": 2.28
    },
    {
      "name": "Dealing with Violent or Physically Aggressive People",
      "value": 1.72
    },
    {
      "name": "Spend Time Walking or Running",
      "value": 1.7
    },
    {
      "name": "Exposed to Contaminants",
      "value": 1.68
    },
    {
      "name": "Exposed to Extremely Bright or Inadequate Lighting Conditions",
      "value": 1.65
    },
    {
      "name": "Wear Common Protective or Safety Equipment such as Safety Shoes, Glasses, Gloves, Hearing Protection, Hard Hats, or Life Jackets",
      "value": 1.64
    },
    {
      "name": "Exposed to Very Hot or Cold Temperatures",
      "value": 1.61
    },
    {
      "name": "Spend Time Keeping or Regaining Balance",
      "value": 1.44
    },
    {
      "name": "Exposed to Whole Body Vibration",
      "value": 1.42
    }
  ],
  "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": 97.83
      },
      {
        "label": "Associate's Degree (or other 2-year degree)",
        "percentage": 1.93
      },
      {
        "label": "Some College Courses",
        "percentage": 0.24
      }
    ]
  },
  "personFit": [
    {
      "name": "Conventional",
      "family": "career_interest_type",
      "value": 6.21
    },
    {
      "name": "Office Work",
      "family": "specific_interest_area",
      "value": 5.73
    },
    {
      "name": "Social",
      "family": "career_interest_type",
      "value": 4.05
    },
    {
      "name": "Personal Service",
      "family": "specific_interest_area",
      "value": 3.54
    },
    {
      "name": "Enterprising",
      "family": "career_interest_type",
      "value": 3.33
    },
    {
      "name": "Realistic",
      "family": "career_interest_type",
      "value": 3.23
    },
    {
      "name": "Dependability",
      "family": "work_style",
      "value": 2.27
    },
    {
      "name": "Cooperation",
      "family": "work_style",
      "value": 2.22
    },
    {
      "name": "Social Service",
      "family": "specific_interest_area",
      "value": 2.06
    },
    {
      "name": "Attention to Detail",
      "family": "work_style",
      "value": 1.97
    },
    {
      "name": "Self-Control",
      "family": "work_style",
      "value": 1.84
    },
    {
      "name": "Social Orientation",
      "family": "work_style",
      "value": 1.79
    },
    {
      "name": "Stress Tolerance",
      "family": "work_style",
      "value": 1.76
    },
    {
      "name": "Integrity",
      "family": "work_style",
      "value": 1.7
    },
    {
      "name": "Information Technology",
      "family": "specific_interest_area",
      "value": 1.68
    },
    {
      "name": "Sales",
      "family": "specific_interest_area",
      "value": 1.68
    }
  ],
  "relatedRoles": [
    {
      "socCode": "43-2011.00",
      "slug": "role-43-2011-00",
      "title": "Switchboard Operators, Including Answering Service",
      "tier": "Primary-Short"
    },
    {
      "socCode": "43-4171.00",
      "slug": "role-43-4171-00",
      "title": "Receptionists and Information Clerks",
      "tier": "Primary-Short"
    },
    {
      "socCode": "41-9041.00",
      "slug": "role-41-9041-00",
      "title": "Telemarketers",
      "tier": "Primary-Short"
    },
    {
      "socCode": "43-9061.00",
      "slug": "role-43-9061-00",
      "title": "Office Clerks, General",
      "tier": "Primary-Short"
    },
    {
      "socCode": "43-4051.00",
      "slug": "role-43-4051-00",
      "title": "Customer Service Representatives",
      "tier": "Primary-Short"
    },
    {
      "socCode": "49-2022.00",
      "slug": "role-49-2022-00",
      "title": "Telecommunications Equipment Installers and Repairers, Except Line Installers",
      "tier": "Primary-Long"
    },
    {
      "socCode": "43-5031.00",
      "slug": "role-43-5031-00",
      "title": "Public Safety Telecommunicators",
      "tier": "Primary-Long"
    },
    {
      "socCode": "43-5032.00",
      "slug": "role-43-5032-00",
      "title": "Dispatchers, Except Police, Fire, and Ambulance",
      "tier": "Primary-Long"
    },
    {
      "socCode": "41-3091.00",
      "slug": "role-41-3091-00",
      "title": "Sales Representatives of Services, Except Advertising, Insurance, Financial Services, and Travel",
      "tier": "Primary-Long"
    },
    {
      "socCode": "43-4181.00",
      "slug": "role-43-4181-00",
      "title": "Reservation and Transportation Ticket Agents and Travel Clerks",
      "tier": "Primary-Long"
    },
    {
      "socCode": "43-4071.00",
      "slug": "role-43-4071-00",
      "title": "File Clerks",
      "tier": "Supplemental"
    },
    {
      "socCode": "43-6013.00",
      "slug": "role-43-6013-00",
      "title": "Medical Secretaries and Administrative Assistants",
      "tier": "Supplemental"
    }
  ],
  "careerClusters": [
    {
      "cluster": "Public Service & Safety",
      "slug": "public-service-safety"
    }
  ],
  "educationLevel": {
    "category": "High school diploma or equivalent",
    "slug": "high-school-diploma-or-equivalent"
  },
  "studyPrograms": [],
  "market": {
    "medianWage": 39130,
    "meanWage": 42880,
    "pct10Wage": 31440,
    "pct25Wage": 35860,
    "pct75Wage": 48530,
    "pct90Wage": 57510,
    "employment": 3950,
    "areaTitle": "U.S."
  },
  "industries": {
    "top": [
      {
        "naics": "62",
        "slug": "62",
        "title": "Health Care and Social Assistance",
        "level": "Sector",
        "employment": 2170,
        "medianWage": 39030,
        "lq": 3.67
      },
      {
        "naics": "51",
        "slug": "51",
        "title": "Information",
        "level": "Sector",
        "employment": 380,
        "medianWage": 47760,
        "lq": 5.1
      },
      {
        "naics": "72",
        "slug": "72",
        "title": "Accommodation and Food Services",
        "level": "Sector",
        "employment": 360,
        "medianWage": 36910,
        "lq": 0.99
      },
      {
        "naics": "55",
        "slug": "55",
        "title": "Management of Companies and Enterprises",
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        "prompt": "Let's work through this together, step by step: perform clerical duties such as typing, proofreading, and sorting mail. I'll give feedback as we go.",
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