Switchboard Operators, Including Answering Service
Operate telephone business systems equipment or switchboards to relay incoming, outgoing, and interoffice calls. May supply information to callers and record messages.
Sample of reported job titles:
CBX Operator (Computerized Branch Exchange Operator), Central Communications Specialist, Communications Operator, Communications Specialist, Information Specialist, PBX Operator (Private Branch Exchange Operator), Switchboard Operator (SB Operator), Switchboard Receptionist (SB Receptionist), Telecommunications Clerk, Telecommunications Operator
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Tasks
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Operate communication systems, such as telephone, switchboard, intercom, two-way radio, or public address.
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Answer incoming calls, greeting callers, providing information, transferring calls or taking messages as necessary.
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Greet visitors, log them in and out of the facility, assign them security badges, and contact employee escorts.
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Monitor emergency and code alarms, make emergency announcements, or route emergency calls to the appropriate location.
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Record messages, suggesting rewording for clarity or conciseness.
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Page individuals to inform them of telephone calls, using paging or interoffice communication equipment.
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Relay or route written or verbal messages.
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Perform various cash handling tasks, such as collecting payments, making bank deposits, or managing petty cash.
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Place telephone calls or arrange conference calls as instructed.
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Process incoming or outgoing mail, packages, or deliveries.
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Perform various data entry or word processing tasks, such as updating phone directories, typing or proofreading documents, or creating schedules.
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Perform administrative tasks, such as accepting orders, scheduling appointments or meeting rooms, or sending and receiving faxes.
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Monitor alarm systems to ensure that secure conditions are maintained.
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Contact security staff members when necessary, using radio-telephones.
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Complete forms for sales orders.
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Answer simple questions about clients' businesses, using reference files.
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Stamp messages with time and date and file them appropriately.
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Keep records of calls placed and charges incurred.
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Place orders, such as for equipment, supplies, or catering for meetings.
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Technology Skills
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Data base user interface and query software — Microsoft Access
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Electronic mail software — IBM Notes; Microsoft Outlook
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Enterprise resource planning ERP software — SAP software
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Facilities management software — M-Tech Hotel Service Optimization System HotSOS
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Office suite software — Microsoft Office software
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Operating system software — Microsoft Windows
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Presentation software — Microsoft PowerPoint
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Spreadsheet software — Microsoft Excel
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Word processing software — Microsoft Word
Hot Technologies are requirements most frequently included across all employer job postings.
In Demand skills are frequently included in employer job postings for this occupation.
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Work Activities
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Getting Information — Observing, receiving, and otherwise obtaining information from all relevant sources.
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Identifying Objects, Actions, and Events — Identifying information by categorizing, estimating, recognizing differences or similarities, and detecting changes in circumstances or events.
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Communicating with Supervisors, Peers, or Subordinates — Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
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Performing for or Working Directly with the Public — Performing for people or dealing directly with the public. This includes serving customers in restaurants and stores, and receiving clients or guests.
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Working with Computers — Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
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Performing Administrative Activities — Performing day-to-day administrative tasks such as maintaining information files and processing paperwork.
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Evaluating Information to Determine Compliance with Standards — Using relevant information and individual judgment to determine whether events or processes comply with laws, regulations, or standards.
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Documenting/Recording Information — Entering, transcribing, recording, storing, or maintaining information in written or electronic/magnetic form.
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Processing Information — Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.
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Establishing and Maintaining Interpersonal Relationships — Developing constructive and cooperative working relationships with others, and maintaining them over time.
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Updating and Using Relevant Knowledge — Keeping up-to-date technically and applying new knowledge to your job.
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Detailed Work Activities
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Operate communications equipment or systems.
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Answer telephones to direct calls or provide information.
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Greet customers, patrons, or visitors.
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Refer customers to appropriate personnel.
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Operate audio recording equipment.
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Relay information between personnel.
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Prepare documentation for contracts, transactions, or regulatory compliance.
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Collect deposits, payments or fees.
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Prepare cash for deposit or disbursement.
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Answer customer questions about goods or services.
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File documents or records.
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Proofread documents, records, or other files to ensure accuracy.
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Execute sales or other financial transactions.
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Order materials, supplies, or equipment.
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Work Context
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Contact With Others — 99% responded “Constant contact with others.”
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Telephone — 100% responded “Every day.”
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Face-to-Face Discussions — 87% responded “Every day.”
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Frequency of Decision Making — 72% responded “Every day.”
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Deal With External Customers — 66% responded “Extremely important.”
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Deal With Unpleasant or Angry People — 58% responded “Every day.”
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Work With Work Group or Team — 74% responded “Extremely important.”
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Indoors, Environmentally Controlled — 83% responded “Every day.”
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Importance of Being Exact or Accurate — 34% responded “Extremely important.”
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Letters and Memos — 42% responded “Once a week or more but not every day.”
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Physical Proximity — 35% responded “Slightly close (e.g., shared office).”
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Freedom to Make Decisions — 19% responded “A lot of freedom.”
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Spend Time Sitting — 33% responded “Continually or almost continually.”
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Frequency of Conflict Situations — 24% responded “Every day.”
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Importance of Repeating Same Tasks — 33% responded “Extremely important.”
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Spend Time Making Repetitive Motions — 42% responded “Continually or almost continually.”
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Structured versus Unstructured Work — 45% responded “Some freedom.”
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Impact of Decisions on Co-workers or Company Results — 22% responded “Moderate results.”
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Coordinate or Lead Others — 38% responded “Extremely important.”
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Time Pressure — 29% responded “Once a week or more but not every day.”
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Job Zone
- Title
- Job Zone Two: Some Preparation Needed
- Education
- These occupations usually require a high school diploma.
- Related Experience
- Some previous work-related skill, knowledge, or experience is usually needed. For example, a teller would benefit from experience working directly with the public.
- Job Training
- Employees in these occupations need anywhere from a few months to one year of working with experienced employees. A recognized apprenticeship program may be associated with these occupations.
- Job Zone Examples
- These occupations often involve using your knowledge and skills to help others. Examples include orderlies, counter and rental clerks, customer service representatives, security guards, upholsterers, tellers, and dental laboratory technicians.
- SVP Range
- (4.0 to < 6.0)
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Training & Credentials
- State training
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- Local training
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- Certifications
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- State licenses
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Apprenticeship Opportunities
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Skills
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Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
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Speaking — Talking to others to convey information effectively.
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Social Perceptiveness — Being aware of others' reactions and understanding why they react as they do.
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Service Orientation — Actively looking for ways to help people.
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Coordination — Adjusting actions in relation to others' actions.
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Reading Comprehension — Understanding written sentences and paragraphs in work-related documents.
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Knowledge
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Customer and Personal Service — Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
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English Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
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Administrative — Knowledge of administrative and office procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and workplace terminology.
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Computers and Electronics — Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
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Telecommunications — Knowledge of transmission, broadcasting, switching, control, and operation of telecommunications systems.
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Education
How much education does a new hire need to perform a job in this occupation? Respondents said:
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Abilities
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Oral Comprehension — The ability to listen to and understand information and ideas presented through spoken words and sentences.
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Oral Expression — The ability to communicate information and ideas in speaking so others will understand.
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Speech Clarity — The ability to speak clearly so others can understand you.
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Speech Recognition — The ability to identify and understand the speech of another person.
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Near Vision — The ability to see details at close range (within a few feet of the observer).
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Selective Attention — The ability to concentrate on a task over a period of time without being distracted.
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Deductive Reasoning — The ability to apply general rules to specific problems to produce answers that make sense.
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Inductive Reasoning — The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
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Information Ordering — The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).
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Written Comprehension — The ability to read and understand information and ideas presented in writing.
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Written Expression — The ability to communicate information and ideas in writing so others will understand.
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Interests
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Conventional — Work involves following procedures and regulations to organize information or data, typically in a business setting. Conventional occupations are often associated with office work, accounting, mathematics/statistics, information technology, finance, or human resources.
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Realistic — Work involves designing, building, or repairing of equipment, materials, or structures, engaging in physical activity, or working outdoors. Realistic occupations are often associated with engineering, mechanics and electronics, construction, woodworking, transportation, machine operation, agriculture, animal services, physical or manual labor, athletics, or protective services.
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Enterprising — Work involves managing, negotiating, marketing, or selling, typically in a business setting, or leading or advising people in political and legal situations. Enterprising occupations are often associated with business initiatives, sales, marketing/advertising, finance, management/administration, professional advising, public speaking, politics, or law.
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Work Values
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Relationships — Occupations that satisfy this work value allow employees to provide service to others and work with co-workers in a friendly non-competitive environment. Corresponding needs are Co-workers, Moral Values and Social Service.
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Support — Occupations that satisfy this work value offer supportive management that stands behind employees. Corresponding needs are Company Policies, Supervision: Human Relations and Supervision: Technical.
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Independence — Occupations that satisfy this work value allow employees to work on their own and make decisions. Corresponding needs are Creativity, Responsibility and Autonomy.
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Work Styles
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Dependability — Job requires being reliable, responsible, and dependable, and fulfilling obligations.
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Self-Control — Job requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations.
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Stress Tolerance — Job requires accepting criticism and dealing calmly and effectively with high-stress situations.
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Attention to Detail — Job requires being careful about detail and thorough in completing work tasks.
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Concern for Others — Job requires being sensitive to others' needs and feelings and being understanding and helpful on the job.
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Cooperation — Job requires being pleasant with others on the job and displaying a good-natured, cooperative attitude.
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Integrity — Job requires being honest and ethical.
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Social Orientation — Job requires preferring to work with others rather than alone, and being personally connected with others on the job.
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Persistence — Job requires persistence in the face of obstacles.
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Adaptability/Flexibility — Job requires being open to change (positive or negative) and to considerable variety in the workplace.
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Analytical Thinking — Job requires analyzing information and using logic to address work-related issues and problems.
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Leadership — Job requires a willingness to lead, take charge, and offer opinions and direction.
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Achievement/Effort — Job requires establishing and maintaining personally challenging achievement goals and exerting effort toward mastering tasks.
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Initiative — Job requires a willingness to take on responsibilities and challenges.
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Independence — Job requires developing one's own ways of doing things, guiding oneself with little or no supervision, and depending on oneself to get things done.
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Wages & Employment Trends
- Median wages (2023)
- $17.67 hourly, $36,750 annual
- State wages
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- Local wages
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- Employment (2023)
- 44,900 employees
- Projected growth (2023-2033)
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Decline (-1% or lower)
- Projected job openings (2023-2033)
- 2,700
- State trends
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- Top industries (2023)
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Source: Bureau of Labor Statistics 2023 wage data
external site and 2023-2033 employment projections
external site.
“Projected growth” represents the estimated change in total employment over the projections period (2023-2033). “Projected job openings” represent openings due to growth and replacement.
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Job Openings on the Web
- State job openings
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- Local job openings
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Professional Associations
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