Description
Operate and monitor live call and source routing to provide information, verify details, and connect callers or remote feeds using directories and switching systems. Handle special billing, credits, or refunds for misdialed, misrouted, or failed connections. Triage emergencies and assist children or people with disabilities in placing calls or reaching on-air resources.
- • Listen to caller and producer requests and consult directories to provide information and route live sources.
- • Confirm names, spellings, locations, and listing formats when details are incomplete.
- • Offer special assistance to callers who cannot dial, have accessibility needs, or report emergencies.
- • Monitor signal indicators and use routing panels or software to make live connections.
- • Operate phone hybrids, switchboards, and source-routing systems for local, long distance, mobile, VoIP, and emergency calls or remotes.
- • Process special billing requests, third-party charges, and credits for misconnected or dropped calls.
- • Monitor automated collect or IVR systems and intervene when callers need assistance.
- • Perform clerical duties such as data entry, proofreading on-screen text, and organizing messages.
- • Interrupt or clear busy lines and reroute paths when urgent situations warrant.
- • Coordinate relay or captioning services for users who are deaf or hard of hearing.
- • Promote approved programs, services, and sponsor messages when appropriate.
- • Operate paging, IFB, or alert systems to notify recipients of incoming calls or live sources.
- • Update and maintain source and directory information.
- • Keep records and logs of calls, connections, and related toll or usage charges.
Related specializations
Interview options
Interview options
Interviewee gender
Interviewee accent
Interview time
Related Pathways
Public Service & Safety
View
Source
Tasks & skills:
O*NET occupational data (work activities, skills, knowledge).
Learn more
Sources & Standards:
This site includes information from O*NET by the U.S. Department of Labor, Employment and Training Administration (USDOL/ETA), used under the CC BY 4.0 license. Career Clutch has modified some of this information for student readability. USDOL/ETA has not approved, endorsed, or tested these modifications. O*NET® is a trademark of USDOL/ETA.
Last reviewed: Jan 2026
