COMMUNICATIONS INFORMATION REPRESENTATIVE (Revised 04-05-23)

Salary: $47,272.00 - $82,747.00 Annually Location : CITY OF LOS ANGELES, CA Job Type: FULL-TIME Job Number: 1461 O 2022/10/21 C Department: ALL DEPARTMENTS Opening Date: 10/20/2023 DUTIES ANNUAL SALARY $47,272 to $69,133; $52,575 to $76,880; and $56,605 to $82,747 The salary range in the Department of Water and Power is $55,749 to $69,258; $58,338 to $72,474 and $65,417 to $81,285 NOTES : Candidates from the eligible list are normally appointed to vacancies in the lower pay grade positions. Annual salary is at the start of the pay range. The current salary range is subject to change. Please confirm the starting salary with the hiring department before accepting a job offer. Higher salaries are paid for night work. For information regarding reciprocity between the City of Los Angeles departments and LADWP, go to A Communications Information Representative operates a central voice telephone communication system or a two-way radio console; responds to incoming calls and e-mail messages from the public; routes telephone calls to the proper station; monitors and dispatches personnel via radio; enters and retrieves information from a computer based system; relays messages received orally and in writing; places long distance and/or operator assisted calls; and does incidental clerical work. NOTE : Communications Information Representatives may be required to work in various locations and/or on various shifts. REQUIREMENT(S)/MINIMUM QUALIFICATION(S) One year of full-time paid experience in a customer service call center environment responding to telephonic and/or electronic inquiries and processing requests for service or providing information to customers; and One year of full-time paid office clerical experience; and Graduation from a U.S. high school, G.E.D. or equivalent from a U.S. institution, or a California High School Proficiency Examination (CHSPE) certificate. PROCESS NOTES Applicants who lack six months or less of the required experience may file for this examination. However, they cannot be appointed until the full experience requirement is met. Positions within the Departments of Airports and Transportation require Department of Justice clearance. In addition, some departments may require background investigation clearance. Applicants must list their school name and location, and completion date in Education Section of the application. Applicants who fail to provide this information on their application will not be considered further in this examination and their application will not be processed. SELECTIVE CERTIFICATION In accordance with Charter Section 1010 (b) and Civil Service Rule 5.31, selective certification will be used for some positions that require special skills and/or training. Only persons possessing the following at the time of filing may be considered for appointment to fill such positions. The ability to speak or write a language other than English. One year of full-time paid experience dispatching public safety personnel using a Computer Aided Dispatch (CAD) system. One year of full-time paid experience providing customer service and entering service requests in the MyLA 311 system and DWP's Customer Care & Billing (CC&B) system in support of Sanitation-related programs in the solids, cleanwater and stormwater programs. Those individuals that desire to be considered for Selective Certification 1, 2, and/or 3, as described above, must respond to the Selective Certification Questionnaire at the time of filing. The Selective Certification Questionnaire is located within the Supplemental Questions section of the City application. Applicants who fail to complete the Selective Certification Questionnaire will not be considered further in selective certification. WHERE TO APPLY & APPLICATION DEADLINE Applications will only be accepted on-line on the dates listed in the "Application Deadline" section of this bulletin. When you are viewing the on-line job bulletin of your choice, simply scroll to the top of the page and select the "Apply" icon. On-line job bulletins are also available at NOTE : Applicants are urged to apply early to ensure you have time to resolve any technical issues you may encounter. Applications will only be accepted on-line on the dates listed below: Filing Period 1: From Friday, April 7, 2023 to Thursday, April 20, 2023 Filing Period 2: From Friday, October 20, 2023 to Thursday, November 2, 2023 The examination may close without prior notice at any time after a sufficient number of applications have been received. Filing periods may change without prior notice or additional dates may be added, as needed, at a later date. For administrative purposes, filing will close periodically and reopen on the dates noted in the "Application Deadline" section of this bulletin. In accordance with Civil Service Rule 4.2, all applicants who apply may not be tested in this examination. To meet anticipated hiring needs, only a limited number of qualified applicants will be invited to participate in the selection process in the following order: 1) Applicants currently employed by the City of Los Angeles who meet the minimum requirements, or are on a reserve list; 2) Remaining applicants who meet the minimum requirements in sufficient numbers to meet hiring needs based on a random sampling of those qualified candidates. Applicants not selected to be tested may re-apply in a subsequent filing period in order to be considered for that period's selection process. SELECTION PROCESS Examination Weight: Technical Exercise . . . Advisory Interview . . . . 100% The examination will consist of an on-line advisory technical exercise and an interview. In the interview, the following competencies may be evaluated: Judgment and Decision Making; Attention to Detail; Self-Management; Fact Finding; Customer Service; Follow Written Directions; Listening; and other necessary skills, knowledge, and abilities. Additional job analysis information can be obtained by going to and clicking on Competencies under Communications Information Representative. Prior to the interview, candidates will be required to complete an advisory technical exercise, which will consist of technical problems related to the duties and responsibilities of a Communications Information Representative. This technical exercise material will not be separately scored but will be presented to the interview board for review and consideration, which may include discussion, in the overall evaluation of the candidate. Those who do not complete the advisory technical exercise will not be invited to the interview and will be considered failed the entire examination. To be considered complete, the advisory technical exercise must include a substantive response for each question or problem included in the advisory technical exercise for which a candidate is required to provide an answer. Please note that candidates must complete the advisory technical exercise and meet the minimum qualifications as stated on this bulletin in order to be considered further in the examination process. The advisory technical exercise will be administered on-line. Candidates invited to participate in the examination will receive an e-mail from the City of Los Angeles outlining the specific steps needed to complete the on-line advisory technical exercise. Candidates who fail to complete the technical exercise as instructed may be disqualified. For candidates who apply during Filing Period 1, it is anticipated that the advisory technical exercise will be administered between TUESDAY, MAY 30, 2023 and TUESDAY, JUNE 6, 2023 . For candidates who apply during Filing Period 2, it is anticipated that the advisory technical exercise will be administered between MONDAY , DECEMBER 11, 2023 and MONDAY, DECEMBER 18, 2023 . Candidates will be notified later by e-mail of the date, time, and location of the interview, which may be held in Los Angeles or on-line. For candidates who apply during Filing Period 1, it is anticipated that interviews will begin during the period of JUNE 26, 2023 to JULY 7, 2023. For candidates who apply during Filing Period 2, it is anticipated that the interviews will begin during the period of JANUARY 8, 2024 to JANUARY 19, 2024. NOTICE : Test dates may be postponed in order to help protect the safety of our candidates and prevent the spread of COVID-19. Candidates will receive an e-mail from the City of Los Angeles Personnel Department if the anticipated test dates are postponed. NOTES : This examination is based on a validation study. As a covered entity under the Fair Employment and Housing Act and Title II of the Americans with Disabilities Act, the City of Los Angeles does not discriminate on the basis of disability and upon request, will provide reasonable accommodations to ensure equal access to its programs, services, and activities. To request a disability accommodation, please complete the Disability Accommodation Form within 14 calendar days of the submittal of the City application. The Disability Accommodation Form can be obtained at Applications are accepted subject to review to ensure that minimum qualifications are met. Candidates may be disqualified at any time if it is determined that they do not possess the minimum qualifications stated on this bulletin. A final average score of 70% or higher is required to be placed on the eligible list. You may take the Communications Information Representative examination only once every 24 months under this bulletin. If you have taken the Communications Information Representative examination during an open filing period in the Personnel Department within the last 24 months under this bulletin, you may not file for this examination at this time. Your rank on the employment list may change as the scores of candidates from other administrations of this examination are merged onto one list. Names may be removed from the open competitive eligible list after 12 months. In accordance with Civil Service Rule, Sec. 4.24, review periods may be combined. Candidates in the examination process may file protests as provided in Sec. 4.20, 4.22 and 4.23 as applicable and within the required time frame; however, the Personnel Department may respond to and resolve protests prior to the establishment of the eligible list. For candidates seeking initial City employment, in accordance with Los Angeles City Ordinance 187134, information regarding COVID-19 vaccination requirements as conditions of employment may be found at: Notice: If you receive and accept an offer of employment to a regular position with the City of Los Angeles, your employee benefit coverage (including health and dental coverage as well as life insurance) will commence approximately six weeks after your original regular appointment. Not all positions in the City receive benefit coverage; you should inquire regarding the availability of employee benefits prior to accepting a position. All City employees are required to be Disaster Service Workers. THIS EXAMINATION IS TO BE GIVEN ONLY ON AN OPEN COMPETITIVE BASIS The City of Los Angeles does not discriminate on the basis of race, religion, national origin, sex, age, marital status, sexual orientation, gender identity, gender expression, disability, creed, color, ancestry, medical condition (cancer), or Acquired Immune Deficiency Syndrome. AN EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER For additional information and FAQs regarding the City's hiring process, please go to: There are many things to consider in a new employer. Visit the following webpage to view benefits the City of Los Angeles offers its employees: 01 To be PROPERLY AND PROMPTLY notified of the status of my application, I UNDERSTAND that I MUST provide on my City application, the following information: -Working E-mail address -Telephone Number -Official social security number I UNDERSTAND that I MUST provide a working email address on my application where I will receive notifications regarding the status of my application and the selection process. I UNDERSTAND that important information regarding the status of my application and the selection process will only be sent via E-MAIL to the email address I provided. I UNDERSTAND that it is MY RESPONSIBILITY to ensure that the email address I provided is a working email and that I will check my email regularly to ensure I receive any communication as it relates to the examination promptly. I UNDERSTAND that the City of Los Angeles Personnel Department is NOT RESPONSIBLE for any lost or redirected emails and that it is MY RESPONSIBILITY to add infogovernmentjobs.com to my email contact list to avoid email notifications related to this examination from being classified as "spam" or "junk" mail. I have read these statements to their fullest and will provide a working e-mail address on my application in order to receive status of my application regarding this examination. 02 I UNDERSTAND that I am required to describe, IN DETAIL, my appropriate qualifying experience in the Work Experience Section of my application. I UNDERSTAND that, if qualifying with my City experience, that I MUST indicate my appropriate job classification in my work history and NOT ANY WORKING TITLE that I believe is designated to me. I UNDERSTAND that if I attach a resume and/or cover letter IN LIEU of completing the Work Experience Section, my application is INCOMPLETE and WILL NOT be considered for this examination, and my application WILL NOT be further processed. In addition to including my qualifying experience, I UNDERSTAND that I should list ALL jobs, regardless of duration, including part-time jobs, military service and any periods of unemployment during my entire work history. I have read these statements to their entirety and understand them completely and to their fullest. 03 I am currently: A City of Los Angeles employee having received a regular appointment. An exempt City of Los Angeles employee, but have civil service status. An exempt City of Los Angeles employee without receiving civil service status. A City of Los Angeles employee in a temporary training position. A City of Los Angeles employee on a part-time basis. On a regular reserve list for the City of Los Angeles. Not employed with the City of Los Angeles. 04 Requirement 1: I have the following amount of full-time paid experience in a customer service call center environment responding to telephonic and/or electronic inquiries and processing requests for service or providing information to customers: Note: You MUST provide detailed information, including examples regarding your full-time paid professional experience in the Work History Section of your application. Failure to provide this information may result in your disqualification from this examination. Between 1 to 5 months Between 6 to 11 months 12 months or more 05 Requirement 1: In the text box provided below, please indicate the employer(s) and job title(s) in which you gained the full-time paid experience in a customer service call center environment you are claiming in Question 4. In addition, please include a specific and detailed description, including examples of your call duties in said position. Note: You MUST provide detailed information, including examples regarding your full-time paid professional experience in the Work History Section of your application. Failure to provide this information may result in your disqualification from this examination. 06 Requirement 2: I have the following amount of full-time paid office clerical experience: Note: You MUST provide detailed information, including examples regarding your full-time paid professional experience in the Work History Section of your application. Failure to provide this information may result in your disqualification from this examination. Between 1 to 5 months Between 6 to 11 months 12 months or more 07 Requirement 2: In the text box provided below, please indicate the employer(s) and job title(s) in which you gained the full-time paid office clerical experience you are claiming in Question 6. In addition, please include a specific and detailed description, including examples of your clerical duties in said position. Note: You MUST provide detailed information, including examples regarding your full-time paid professional experience in the Work History Section of your application. Failure to provide this information may result in your disqualification from this examination. 08 Requirement 3: I have graduated from a U.S. high school, G.E.D. or equivalent from a U.S. institution, or obtained a California High School Proficiency Examination (CHSPE) certificate: Note: Applicants MUST list their school name and location, and completion date in the Education Section of the application. Applicants who fail to provide this information on their application will not be considered further in this examination and their application will not be processed. Yes, I have high school diploma, G.E.D. or equivalent, or CHSPE certificate This statement does not apply to me 09 Requirement 3: Please list your graduation date (month/year), location, and name of the school you attended in the text box below. If not applicable, list N/A below. Note: I UNDERSTAND that, if I DO NOT list the education information I am using to qualify for this examination, my application will be considered INCOMPLETE and my application will not be processed further. 10 Selective Certification: In accordance with Charter Section 1010 (b) and Civil Service Rule 5.31, selective certification will be used for some positions that require special skills and/or training. Only persons possessing the following at the time of filing may be considered for appointment to fill such positions. Note: Those individuals that desire to be considered for Selective Certification 1, 2, and/or 3, must respond to the Selective Certification Questionnaire at the time of filing. The Selective Certification Questionnaire is located within the Supplemental Questions section of the City application. Applicants who fail to complete the Selective Certification Questionnaire will not be considered further in selective certification. I understand this statement to its fullest 11 Selective Certification 1: I have the ability to speak a language other than English. Yes, I can speak a language other than English No, this statement doesn't apply to me 12 Selective Certification 1: I have the ability to write in a language other than English. Yes, I have the ability to write in a language other than English No, this statement does not apply to me 13 Selective Certification 1: For Selective Certification purposes, please answer the following statement:Other than English, I can am able to speak in the following language(s): (Select all that apply) This statement does not apply to me Armenian Cantonese Farsi Japanese Korean Mandarin Russian Spanish Vietnamese Other 14 Selective Certification 1: If you selected "Other" in the previous question, indicate the language you are able to speak in the text box below. 15 Selective Certification 1: For Selective Certification purposes, please answer the following statement:Other than English, I can am able to write in the following language(s): (Select all that apply) This statement does not apply to me Armenian Cantonese Farsi Japanese Korean Mandarin Russian Spanish Vietnamese Other 16 Selective Certification 1: If you selected "Other" in the previous question, indicate the language you are able to write in the text box below. 17 Selective Certification 2: I have one year of full-time paid experience dispatching public safety personnel using a Computer Aided Dispatch (CAD) system.NOTE: If you answer yes, please provide the details as instructed in Question 20 below. Yes, I have 1 year of full-time paid experience dispatching publicsafety personnel using a Computer Aided Dispatch (CAD) system No, this statement does not apply to me 18 Selective Certification 3: I have one year of full-time paid experience providing customer service and entering service requests in the MyLA 311 system and DWP's Customer Care & Billing (CC&B) system in support of Sanitation-related programs in the solids, cleanwater and stormwater programs. Yes, I have 1 year of full-time paid experience providing customer service and entering service requests in the MyLA 311 system and DWP's Customer Care & Billing (CC&B) system in support of Sanitation-related programs in the solids, cleanwater and stormwater programs No, this statement does not apply to me 19 SELECTIVE CERTIFICATION QUESTIONNAIRE (Selective Certification Area Number 2 and Number 3) As stated on the Communications Information Representative job bulletin, selective certification will be used to fill vacancies for some positions that require special skills and/or training in one or more areas. Only persons possessing these skills will be considered for appointment to fill such positions. If you indicated having special skills in Selective Certification Area Number 2 or Number 3 on your City application, you must complete the SELECTIVE CERTIFICATION QUESTIONNAIRE (Selective Certification Area Number 2 and Number 3) in the Supplemental Questions Section to be considered for employment in positions that require this expertise. You may ONLY respond to the selective certification areas you marked on your City application. Responses to selective certification areas you did not identify on your City application will not be reviewed. Please refer to your City application to make sure you are responding to the selective certification areas you identified in your application.Selective Certification Questionnaires will be evaluated by Subject Matter Experts at a later date. YOU DO NOT NEED TO COMPLETE THE SELECTIVE CERTIFICATION QUESTIONNAIRE (Selective Certification Area Number 2 and Number 3) IF YOU DID NOT INDICATE SELECTIVE CERTIFICATION ON YOUR JOB APPLICATION. YOU SHOULD ONLY RESPOND TO THE SELECTIVE CERTIFICATION QUESTIONNAIRE (Selective Certification Area Number 2 and Number 3) IF YOU INDICATED HAVING SPECIAL SKILLS IN THE SELECTIVE CERTIFICATION AREA ON YOUR CITY APPLICATION. You should seek to demonstrate that your training and experience provides the skills, knowledge, and abilities needed to effectively perform the duties assigned to a Communications Information Representative. Before responding, read all the information requested and consider what information you would like to present. Make sure that you only check statements that accurately reflect your experience. No attachments or additional documents will be considered for submission to the expert review panel. Yes, I have read and understand this statement. 20 Selective Certification Area (2) - Experience in dispatching public safety personnel using Computer Aided Dispatch (CAD) systems Please describe your full time paid experience personally dispatching public safety personnel using Computer Aided Dispatch (CAD) systems. Include in your response: •Your level of expertise using Computer Aided Dispatch (CAD) systems (Extensive, Moderate, Limited, No Experience) to dispatch public safety personnel. •The CAD system(s) you use or have used. •The length of time (in months) that you have personally used the CAD system(s) to dispatch public safety personnel and how frequently (e.g., hourly, once a day, once a week, etc.) you perform this work. •The tasks you perform or have performed using the CAD system(s), including the specific features of the system(s) that you use and the steps you take to complete this work. •What challenges, if any, you have encountered when using a CAD system(s) to dispatch public safety personnel. •How you have handled these challenges. NOTE: Limit your response to a maximum of 1,000 words. Please write N/A if this selective certification question does not apply to you. 21 Selective Certification Area (3) - Experience in providing customer service and entering service requests in the MyLA 311 system and DWP's Customer Care & Billing (CC&B) system in support of Sanitation-related programs in the solids, cleanwater and stormwater programs. I have one year of full-time paid experience providing customer service and entering service requests in the MyLA 311 system and DWP's Customer Care & Billing (CC&B) system in support of Sanitation-related programs in the solids, cleanwater and stormwater programs. THIS CONCLUDES THE SELECTIVE CERTIFICATION QUESTIONNAIRE (Selective Certification Area Number 2 and Number 3) FOR COMMUNICATIONS INFORMATION REPRESENTATIVE Yes No 22 IMPORTANT NOTE: I have read the above questions carefully and answered each one accurately. I understand that if I do not provide correct information that my application will be disqualified and will not be considered further for this examination. I understand that if I submit more than one application, my newest application will be considered and all others will be considered duplicates and will not be reviewed. You should include in the work experience section of your application any jobs you wish to be considered as you will be unable to add or change your information after submission . Yes, I have read the above statements carefully and understand them to their fullest. 23 IMPORTATNT NOTE RE-TAKE CLAUSE Per Note 5 of this examination bulletin, candidates may take the Communications Information Representative examination only once every 24 months under this bulletin. If you have taken the Communications Information Representative examination during an open filing period in the Personnel Department within the last 24 months under this bulletin, you may not file for this examination at this time. I HAVE NOT taken the Communications Information Representative exam in the last 24 months I HAVE taken the Communications Information Representative exam in the last 24 months Required Question