Latest release
Unit Group
5512 Information Officers and Switchboard Operators
OSCA - Occupation Standard Classification for Australia
Reference period
2024, Version 1.0
Released
6/12/2024
5512 Information Officers and Switchboard Operators
Respond to personal, written and telephone enquiries and complaints about an organisation's goods and services, provide information, establish telephone connections and redirect people to other sources.
OSCA skill level
The occupations in this unit group have a skill level corresponding to the qualifications and experience below.
- Skill Level 4: AQF Certificate II, AQF Certificate III, or at least one year of relevant experience
- Skill Level 5: AQF Certificate I, or compulsory secondary education
Occupation
551231 Information Officer
Responds to personal, written and telephone enquiries and complaints about the organisation's goods and services, provides information, and refers people to other sources.
Skill level: 4
Main tasks
- Answers enquiries about goods and services, and provides information about their availability, location, price and related issues
- Responds to enquiries about problems and provides advice
- Records information about enquiries and complaints
- Refers complex enquiries to other sources
Occupation
551232 Switchboard Operator
Operates telecommunication switchboards and consoles to assist callers to establish telephone connections and receive caller enquiries and fault reports.
Alternative title
- Telephone Operator
Skill level: 5
Main tasks
- Operates switchboards and consoles to connect, hold, transfer and disconnect telephone calls
- Responds to caller enquiries by providing information such as telephone numbers, dialling codes, call costs, time delays and service difficulties
- Investigates operating system problems and informs maintenance services
- Alerts emergency services when required
- Records details and determines charges for designated types of calls
- May monitor the efficiency of systems and maintain service sampling records