PAY RANGE: 8
This is communications work at the intermediate level providing a variety of telephone communication, maintenance dispatch, or security information services in a large hub international airport for airport personnel, tenants, passengers and the general public. An employee in this class learns to and participates in operating communications and computerized information systems equipment in order to answer, receive and transmit messages of non‑emergency nature and record, input and/or program messages received. Employees in the Communications Center assignment serve as the central reporting and liaison point for airport activities and answers inquiries and provides referral assistance to airport passengers and visitors. Employees working in the Security Office assignment operate airport security and identification equipment and are designated as Trusted Agents for the airport. Employees working in the Maintenance Job Control assignment receive emergency and non-emergency maintenance requests, learn to track requests in a maintenance management system and participate in coordinating response between airport and contract maintenance staff. Work includes monitoring and, operating airport security and identification equipment and serving as central reporting and liaison point for airport activities. Work is performed under the supervision of Airport Communications Services Supervisor.
ALLOCATING FACTORS: (The following conditions must be met for a position to be allocated to this class.)
1. Positions in this class function at an intermediate level providing communication and information services on assigned shifts.
2. Positions in this class must learn to operate communications and computerized information systems equipment.
3. Positions in the Security Office must maintain trusted agent status
TYPICAL EXAMPLES OF WORK (ILLUSTRATIVE ONLY)
Performs the duties shown below with members of the English language speaking and designated non‑English language speaking populations.
Functions in an intermediate capacity learning to provide the following airport communication and passenger assistance services:
Learns to operate and operates communications and computerized information systems equipment; receives and transmits messages; answers calls received in a courteous and efficient manner; provides information to callers and visitors; monitors calls connected on the switchboard; records and inputs messages received onto the system's computer; programs and announces flight information and public messages.
Performs related work as required.
Communications Center Assignment
Serves as central reporting and liaison point for airport activities including coordinating services for passengers and media relations; provides and maintains list of tenants, airport and local directories; collects and disburses lost and found items; learns to assist passengers, tenants, customers and employees in the Communications Center with various needs and resolves communication and information related problems.
Learns to answer inquiries and provides referral assistance to airport passengers and visitors; directs passengers and visitors to the various airport facilities and appropriate airport personnel; provides airline information, including flight arrivals and departures; answers inquiries concerning air and land transportation available from the airport and the passengers' scheduled destinations; answers inquiries concerning hotels, restaurants, places of civic, scenic and historic interest, current activities, and guided tours in the metropolitan area; contacts various bureaus, offices, agencies and centers to obtain additional information or special assistance.
Learns to record and dispatch maintenance service requests to specific units or Building Maintenance during hours that Maintenance Job Control is not operating; transfers the requests to Maintenance Job Control during working hours.
Maintenance Job Control Assignment
Learns the processes for receiving and distributing maintenance service requests and work orders; learns to operate a two-way radio to communicate with Airport Maintenance Coordinators, Shop Supervisors, and other Airport management staff; learns to record and monitor requests in a maintenance management system; prioritizes and classifies requests for service calls including emergency and non-emergency requests; communicates with Airport staff and key stakeholders; relays messages and special instructions to service crews via two-way radio; keeps record of service and maintenance calls and work orders; compiles reports related to the unit’s activities; and maintains files on all service requests and related information and documents.
Security Office Assignment
Learns to monitors and control access to the restricted areas of the airport; verifies identification and permits access to the restricted areas; learns to perform and provide Trusted Agent duties as defined by the Transportation Security Agency; collects information from applications and current Airport employee used to process Criminal History Record Checks (CHRCs) and Security Threat Assessments (STAs).
Learns to operate airport security and identification equipment; assists tenants and aviation division staff in completing photo identification applications; makes new airport ID for tenants and aviation division staff; adjusts camera controls for proper exposure, color and tint and photographs applicants; stores portraits and signatures of tenants and aviation division staff in the system's computer and assists in verifying applicants for new airport ID; updates tenants and aviation division staff ID; retrieves information of persons with access problems; accepts payment for and on behalf of the accounts department.
REQUIRED KNOWLEDGE, SKILLS AND ABILITIES
· correct English usage and grammar
· recordkeeping and clerical practices
· personal computer and office equipment
· communication, security, or airport identification equipment and their uses
· learn to operate Airport communications and information systems equipment
· learn to operate Airport security and identification system equipment if required by work assignment
· utilize a computer terminal
· speak over a public address system both clearly and distinctly, using good diction
react quickly when receiving and routing calls and messages
· follow instructions and standard procedures involved in airport communications and information systems
· learn and remember the names, locations and functions of various airport and city personnel
· learn to use a computerized maintenance management system if required by work assignment
· maintain routine records communications activities
· learn the use of aviation terms and phraseology
· speak and understand the designated non‑English language for the bilingual specialty
MINIMUM ACCEPTABLE TRAINING AND EXPERIENCE (The following statement represents the minimum training and experience standards which will be used to admit or reject applicants for tests. Applications submitted by candidates for this class will be approved based on training and experience approved on 9/10.)
Education equivalent to completion of the twelfth school grade.
One year of experience providing information to the general public or receiving and answering complaints.
Any equivalent combination of education and experience determined to be acceptable by the Office of Human Resources.
ADDITIONAL REQUIREMENT FOR THE BILINGUAL SPECIALTY
Sufficient training and/or experience to be able to converse effectively in English and the designated non‑English language.
PHYSICAL AND MEDICAL REQUIREMENTS
Ability to physically perform the duties and to work in environmental conditions required of a position in this class.
LICENSES, REGISTRATIONS AND/OR CERTIFICATES
Must pass and maintain SIDA (Security Identification Display Area) and AOA (Airfield Operations Area) clearance at the time of appointment and during tenure of employment as an Airport Communications Operator 1.
Class Established 9/73
Spec. Revision: CSC ‑ 10/91; Ad. Board ‑ 12/91
CSC - 04/04; Ad. Board - 08/04
Spec. Revision: CSC - 8/10; Ad. Board - 9/10
Latest Spec. Revision: CSC – 10/15; Ad. Board – 10/15