Communication Center Operator Job Description Sample

Call center agent needed for major university and health system in a 24/7 operation. Responsible for answering telephone calls from the public and internal university/hospital system, facilitating communications throughout the hospital system through the use of multiple communication tools and systems. Serves as the Information Center for staff, physicians and the community.

Job Summary:

The Telephone Operator / Communication Clerk is responsible for answering all calls, scheduling appointments and taking messages. Knowledge of business office procedures. Grammar, spelling, punctuation, and typing skills. Skill in answering the telephone in a pleasant and helpful manner. Ability to speak clearly and concisely. Ability to read, understand, and follow oral and written instruction. Ability to sort and file materials correctly by alphabetic or numeric systems.

Responsible for answering telephone calls from the public and internal university and hospital systems, facilitating communications throughout the institution through the use of multiple communication tools and systems. Serve as the Information Center for staff, physicians and the community

Job Responsibilities:

• Manage calls and information flow in a 24/7 in a large university and medical center setting

• Must have prior switchboard experience

• Knowledgeable with word processing skills using current version of Windows

• Be able to perform multiple tasks simultaneously, have excellent communication skills (good listening skill and clear diction)

• Must have good judgment and decision making skills (particularly in emergency situations, integrate new information quickly, self-motivated to find information needed and to work with the team.

• Customer service, confidentiality, strong comfort level with computers, basic knowledge of health care and medical terminology are essential.

• Answer calls on a multi-line system, determine the caller's need, and transfer the call to the appropriate department. May need to research within software database to determine how to assist the caller (department referrals, physicians, appointment line, etc.)

• Having a clear, professional speaking voice and providing excellent customer service to all customers are key!

• Must also have prior experience answering and routing calls using a multi-line phone or system, and must be comfortable using a computer for research/emails and learning new systems.

• Screen telephone calls to ensure routing to the appropriate department or individual.

• Ability to talk and type simultaneously

• Computer literate

• Typing speed of 40 WPM minimum with 90% accuracy

• Excellent spelling

• Excellent Customer Service skills

• Exceptional phone etiquette

• Have a positive attitude

• MS Office knowledge a plus

• Spanish bilingual a plus

Education:

• High school education or GED

Experience:

• At least two years medical office experience required.

• One year office switchboard experience required.

• Basic computer and keyboarding skills required.

• Must be available to work flexible days and hours.

Job Requirements

• 1-year minimum working experience in a Community Based Organization or Customer Service.

SKILLS PREFERRED:

• Proficiency in written and verbal English and targeted language.

• Exceptional customer service skills.

• Pleasant telephone manner.

• Proficiency in PC/MAC – working knowledge of Microsoft Office applications,

• Ability to prioritize assignments to complete work in a timely manner.

Duke University is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas—an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.

Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.

Education

High School graduate

Experience

Prior knowledge of a communications system is preferred.

Degrees, Licensures, Certifications

N/A

Job Summary

Receives requests for transport and coordinates available resources for multiple service lines including, but not limited to, emergency and non-emergency requests for service.

Essential Duties and Responsibilities:

Supports activities, documentation and monitoring of all assignments.

Responsible for receiving, coordinating and disseminating critical information from various sources including emergency and non-emergency requests for service.

Maintains radio contact with mobile/field units to monitor response, progress and any needed support. Maintains communication with assigned units.

Determine nature and location of emergency; prioritize, dispatch emergency personal and/or implement emergency procedures as needed and in accordance with established procedure.

Records and maintains records of assigned units as to information including but not limited to, time, location, units dispatched and their time of arrival.

Maintain recordkeeping of all resource activity on hard copy or computer data entry.

Assist and coordinate responding resources to requests for service.

Provide excellent customer service for calling parties. This may also include pre-arrival instructions to assist the patient.

Coordinate transport arrangements between requesting parties and the agency. This includes providing update information between the requesting party and assigned resources.

Operation of a multi-line telephone and multi-channel radio system.

Be familiar with all resources and services available to callers and offer these resources and services as appropriate.

Evaluate deployment plans and resource performance to best meet unit resource allocation to customer demand.

Maintains confidentiality and actively supports patient/family rights.

Serves as a patient advocate.

Practices CHP Core Values – EXCELLENCE, HUMAN DIGNITY, JUSTICE, MERCY, SACREDNESS OF LIFE and SERVICE.

Performs other duties as assigned.

Qualifications - Minimum

Education:

Minimum qualifications include High school diploma or general education degree (GED) and any combination of education and experience that would likely provide the required knowledge and abilities is qualifying. Successful completion of on the job training and on-line competency as well as Emergency Tele communicator (ETC) certification and competency. Preferred qualifications would be one to three years related experience and/or training in a dispatch center, radio communications, or in public relations.

IS-100.b, IS-700.a, Emergency Tele communicator Certification (ETC), CPR

Must have the ability to read, understand and interpret standard official legal documents; exercise judgment and discretion in analyzing and resolving problems; read, correct and prepare clear and concise reports; give, follow and understand written and oral instructions; demonstrate sensitivity to, and respect for, a diverse population; learn standard procedures regarding the use of two-way radios and department telephones; work effectively under stress in emergency situations; maintain cooperative working relationships. Remain calm in emergency situations.

Convey clear, concise communications and directions. Must be able to provide instructions about hospital procedures to employees

Hours

Hours per pay period: 32

Hours: 2:00pm-10:00pm

Rotating weekends and holidays.

Shift and Job Schedule

Job Shift: Days/Nights, Job Schedule: Part-Time

Equal Employment Opportunity

It is our policy to abide by all Federal and State laws, as well as, the requirements of 41 CFR 60-1.4(a), 60-300.5(a) and 60-741.5(a), prohibiting discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibiting discrimination against all individuals based on their race, color, religion, sex, sexual orientation, gender identity, or national origin.

Knowledge and Skills:

Education: High School diploma. College Degree in relevant field encouraged.

Years of Experience: Three years of Emergency Medical Services or related field.

Direct patient care healthcare provider experience preferred. Communications Specialist experience preferred.

Required Skills and Knowledge:
Ability to make independent, clinically and operationally competent decisions in a challenging environment.

Ability to adapt to stressful situations; Able to participate in an interdisciplinary team approach to patient care. Effective communication skills including strong verbal and interpersonal skills. Understanding and experience with Informational Systems and Technology, Computer Aided Dispatch Systems, personal and networking computers.

Liicenses and Certifications:

Current EMTcertification required. Paramedic certification or RN license strongly preferred.

National Association of Air-Medical Communications Specialist (Certified Flight Communicator)or equivalent certification received within two years of being hired.

Associate is responsible for keeping all required licensures and certifications active. AHA CPR required. ACLS, PALS, NRP, TNCC or equivalent encouraged.

UNIVERSITY OF CINCINNATI MEDICAL CENTER, LLC

Overview

We're a Little Different

Our mission is clear. We bring to life a healing ministry through our compassionate care and exceptional service.

We don't believe in jobs at Mercy, we believe in careers that match the unique gifts of unique individuals; careers that not only make the most of your skills and talents, but also your heart.

At Mercy, you'll feel our supportive community every step of your day, especially the tough ones. We're a team and love working that way. That team is expanding, and we currently have exceptional opportunities to help our communities grow.

Responsibilities and Qualifications

Handles incoming/outgoing calls from main Mercy Hospital campus, Orthopedic Hospital campus, Mercy Clinics and independent Answering Service clients with efficiency and courtesy while maintaining composure at all times. Documents calls, consults and messages with accuracy for the hospital, Mercy Clinics and Answering Service.

Answering Service for over 250 Mercy physicians, independent physicians and Mercy on-call departments. Uses computer/paging terminal to relay messages efficiently. Uses notification system to relay all codes and alerts efficiently.

Contributes positively to an environment of teamwork and positive attitude. Maintains knowledge of procedures for any emergency,code or alert. Treats all callers with respect and dignity.

Qualifications:

Because you're committed to excellence, you understand the importance of being properly prepared for your role at Mercy. That's why you'll bring to your role the right set of qualifications:

• Education: High School diploma required.

• Experience: Basic computer skills and keyboarding-40 wpm with accuracy in spelling.

• Other: Ability to communicate clearly both orally and written.
  
  Exceptional listening skills, good voice quality, good diction/grammar. Ability to sit for 8 hours. Must be able to complete multitasking while on the phone. Should derive satisfaction from being proactive in assisting others and assisting getting callers to the right extension.

• Preferred Experience: Should have taken medical terminology. Previous call center experience.

• Preferred Other: Should exhibit ability to handle stressful situations due to volume of calls, importance and nature of calls and calling of codes. Must maintain composure and confidentiality.

We'll Support You at Work and Home

Our foundations are built on dignity and respect. Modern Healthcare Magazine named us as a "top 100 places to work." We go out of our way to help people feel welcomed.

We offer day-one comprehensive health, vision and dental coverage, PTO, and employer-matched retirement funds, even to part-time employees. We're proud to provide tuition reimbursement to help you grow and learn new skills.

What Makes a Good Match for Mercy

Compassion and professionalism go hand-in-hand with us, along with exceptional quality care. Having a positive outlook and a strong sense of advocacy is in perfect step with our mission and vision.

We're also collaborative and are not afraid to do a little extra to deliver excellent care – that's just part of our commitment. If that sounds like a fit for you as well, we encourage you to apply.

POSITIONSUMMARY: The PBX Operator is responsible for theongoing operations for the communications/switchboard functions for thehospital.

The Operator is responsiblefor compliance with policies and procedures as they relate to communicationsoperations throughout the hospital. TheOperator is responsible for the monitoring and reporting all life safety alarmsystems for the hospital. This positionis responsible for 24-hour varying shifts to ensure PBX functions, includingon-call availability 24 hours/day.

Thisposition is responsible for the operation of all hospital paging systemsincluding the overhead paging system, courtesy pagers, and personal pagersystem. The Operator is responsible forthe administration and maintenance of the paging system for all hospital pagingsystems and the integration of the paging systems. This individual ensures courteous telephoneservice and respect to all customers at all times.

The Operator demonstrates the ability tohandle stressful situations with good judgment, tact and diplomacy in referenceto customer concerns. The Operatorassists the Manager in compiling information for the development of managementsummary reports of telecommunication system usage on a monthly basis. The position maintains confidentiality ofinformation and in accordance with regulatory agencies and HealthONE/HCA SkyRidge policies.

The Operator hasknowledge of all emergency procedures required by the Communicationdepartment. The Operator is responsiblefor answering departmental telephone calls, issuance of long distanceauthorization codes, assisting patients and visitors with long-distance callingfrom courtesy phones, filing, typing, preparing work orders and purchase ordersand functioning in an operational capacity when needed. This position is essential in the functionsof the entire Communications department. Serves as the primary contact for the hospital and as a resource for thehospital in facilitating/coordinating the answering of telecommunicationquestions.

Licensure/Certification/Registration: None

Education: High School or GEDpreferred

Experience: Minimum 2 years PBXexperience. Knowledge/experience ofNortel and Call Pilot strongly preferred.

Knowledge,Skills and Abilities: Knowledgeof hospital operations and switchboard use.

Excellent customer service and communication skills. Able to maintain confidentiality. A highdegree of accuracy and attention to detail is required.

Must exhibit well-definedverbal and written communication skills. Must have basic knowledge of personal computer and softwareapplications, (Nortel preferred) which support the department. Must have proven communicationexperience.

Healthcare background orexposure a plus. Must exhibit soundjudgment and problem solving skills.

OrientationPeriod:Orientationwill be contingent upon experience, as determined by the PBX Supervisor.

The DOC Electronic Monitoring Center provides electronic monitoring services to the Division of Community Corrections, Division of Juvenile Corrections, local law enforcement, and county human services agencies. This position participates in the operation of the 24 hour/7 days a week statewide Corrections Electronic Monitoring system.

This system contains confidential and detailed information on approximately 2,000 offenders and electronically tracks their movements in and out of their residences to treatment and employment settings. This position has responsibility for providing detailed offender information to probation and parole field agents, county organizations, DOC administrative staff, as well as correctional and law enforcement agencies at the County, State and Federal levels.

Special Notes: Applicants must be legally entitled to work in the United States (i.e., a citizen or national of the U.S., a lawful permanent resident, an alien authorized to work in the U.S. without DOC sponsorship) at the time of application.

The Department of Corrections will conduct criminal background checks on applicants prior to selection to determine whether the circumstances of any conviction may be related to the job being filled. Upon hire, all new DOC employees are subject to fingerprinting.

The Department of Corrections may conduct pre-employment drug screens. Any applicant who is offered employment in a position which requires a pre-employment drug screen must pass the screen as a contingency to employment. Applicants who fail or refuse the drug screen will not be given further consideration for employment.

This position requires employees to be ordered to work additional 8-hour shifts. The ability to work an additional 8-hour shift is an essential function of the position. The operation is 24 hours/7 days a week with 3 shifts.

Qualifications:

Minimally qualified candidates will have:

• Education, training, and/or experience working with computer programs such as Microsoft Office Suites (Word, Excel, Outlook) and utilizing them to create reports, analyze data, and data entry

• Education, training, and/or experience interpreting and communicating policies, procedures, and information to various audiences (supervisor, law enforcement, public, etc.)

• Excellent customer service, problem solving, and communication skills

About Us

Presbyterian Healthcare Services is a locally owned, not-for-profit healthcare system of eight hospitals, a statewide health plan and a growing multi-specialty medical group. Founded in New Mexico in 1908, it is the state's largest private employer with approximately 11,000 employees.

Presbyterian's story is really the story of the remarkable people who have chosen to work here. Starting with Reverend Cooper who began our journey in 1908, the hard work of thousands of physicians, employees, board members, and other volunteers brought Presbyterian from a tiny tuberculosis sanatorium to a statewide healthcare system, serving more than 700,000 New Mexicans.

We are part of New Mexico's history – and committed to its future. That is why we will continue to work just as hard and care just as deeply to serve New Mexico for years to come.

Job Description

Type of Opportunity: Full Time

FTE: 1.000000

Exempt: No

Work Schedule: Varied Days and Hours

Location: Albuquerque Ambulance Services

Education:

High School Diploma or GED

Other information:

Three years minimum experience as a Dispatcher/System Status Controller in a high volume system (MPDS - Medical Priority Dispatch System preferred). Minimum of one year experience required in dispatch. Ability to read, write and follow verbal and written instructions is required

Summary:

This position receives emergency medical telephone calls and dispatch medical ambulance crews to designated city and county locations to provide pre-hospital care to injured or ill patients. This position also functions as the first level Supervisor of the Dispatcher/System Status Controllers. Serve as a resource for maintaining consistent communication between Managers, Scheduling, Operations, Field Supervisors and Dispatcher System Status Controllers

Benefits

Benefits are effective day-one (for .45 FTE and above) and include:

• Competitive salaries

• Full medical, dental and vision insurance

• Flexible spending accounts (FSAs)

• Free wellness programs

• Paid time off (PTO)

• Retirement plans, including matching employer contributions

• Continuing education and career development opportunities

• Life insurance and short/long term disability programs

About New Mexico

New Mexico's unique blend of Spanish, Mexican and Native American influences contribute to a culturally rich lifestyle. Add in Albuquerque's International Balloon Fiesta, Los Alamos' nuclear scientists, Roswell's visitors from outer space, and

Santa Fe's artists, and you get an eclectic mix of people, places and experiences that make this state great.

Cities in New Mexico are continually ranked among the nation's best places to work and live by Forbes magazine, Kiplinger's Personal Finance, and other corporate and government relocation managers like Worldwide ERC.

New Mexico offers endless recreational opportunities to explore, and enjoy an active lifestyle. Venture off the beaten path, challenge your body in the elements, or open yourself up to the expansive sky. From hiking, golfing and biking to skiing, snowboarding and boating, it's all available among our beautiful wonders of the west.

AA/EOE/VET/DISABLED. PHS is a drug-free and tobacco-free employer with smoke free campuses.

PLEASE CLICK APPLY OR TEXT "JOBS" TO 561-660-9797 FROM YOUR SMARTPHONE!

The world's leading private security organization, G4S, has an immediate job opportunity for a Security Operations Center (SOC) Communication Specialist. As a SOC Communication Specialist, you will serve as the main point of intake, dissemination and escalation of information and issues as reported by employees, contractors, and outside agencies. During the time of disasters or special events the communication specialist will handle the real-time dissemination of information and serve as the main point of contact. The main duties are writing reports, answering and screening phone calls, updating tracking spreadsheets, CCTV video retrieval, downloading and copying to disk, access control troubleshooting and additional related duties as needed. The position is responsible for reporting to security management, supervisors and shift leads.

G4S is a security provider for the United States government, fortune 500 companies, nuclear power plants, oil and gas companies, airport, ports, banks, hospitals, factories, warehouses, commercial facilities, residential communities and much more.

G4S offers job security, excellent pay and benefits, and career opportunities. We offer entry level careers, management careers, sales careers and executive careers across the United States and internationally.

Role Responsibility:

Specific Duties and Essential Functions

• Working with office management, supervisors and team of operators; ensure security management is apprised of all significant and unusual events in real-time, and documentation is maintained

• Writing factually accurate incident reports and communications; up-channeling the information as needed

• Intake and dissemination of information and communications for both emergency and non-emergency situations

• Handling corporate communications, calls-for-service, radio dispatch, phone, and email correspondence

• Answering customer service related calls and either resolves them personally or refers to the appropriate individual/department

• Updating current tracking spreadsheets and creating new spreadsheets as needed

• Access control troubleshooting

• Perform other tasks and duties of a similar nature and scope as assigned

The Ideal Candidate:

Education, Licenses and Certifications Required

• Must possess a high school diploma or equivalent

Type and Length of Specific Experience Required

• Must possess a minimum of two (2) years of professional security operations experience

Skills Required

• Proficient computer skills including Microsoft Office

• Effective oral and written communication skills

• Active listening skills

• Ability to assess and evaluate situations effectively

• Ability to identify critical issues quickly and accurately

• Attention to detail

Other

• Must be at least 18 years old or the minimum age required by the state, if higher

• Must be a U.S. citizen or a foreign citizen authorized to legally work in the United States

• Must submit to a pre-employment drug test

• Must submit to an extensive background check, including criminal history, personal references, employment and education verifications, and Department of Motor Vehicle and credit checks if applicable

• Must be able to provide, upon job offer, a DD214 discharge document with discharge status indicated, if prior military

Physical Requirements and Environment

Environment: Indoor and outdoor, temperature ranges from moderate to extreme cold and heat

Major activity: Office environment, writing reports, disseminating information, customer service, speaking, listening, observing

Physical efforts to carry out job duties: Standing, walking, and sitting. Minimal to no stooping or kneeling.

About the Company:

EOE Minority/Female/Disabled/Veteran/Sexual Orientation/Gender Identity

G4S is an Equal Opportunity/Affirmative Action Employer

and an Alcohol- and Drug-Free Workplace

If you have any questions regarding Equal Employment Opportunity, Affirmative Action or Diversity and Inclusion, or have difficulty using the online system and require an alternate method to apply, please contact our Corporate Human Resources Department at (800) 506-6265.

To receive an update on your application status, please contact our local office by following this link: http://g4s.us/en/Contact-Us/Local-Offices

Job Description:

GENERAL DESCRIPTION OF CLASS:

The purpose of the class is to assist in emergencies by providing communications support and to dispatch emergency personnel in response to requests. The class is responsible for answering and monitoring emergency phone calls; collecting, entering and relaying accurate and detailed information; dispatching emergency personnel; maintaining emergency reference materials.

Maintaining logs and tapes, and servicing/ maintaining equipment. The class works according to some procedures; decides how and when to do things under general supervision.

ESSENTIAL TASKS:

Answers emergency services phones, records essential information and dispatches units from appropriate agencies such as Police Department, Fire Department, or other emergency response activities.

Answers/ responds to administrative phones, other communications devices, and citizen requests; decides on appropriate courses of action, dispatches assistance as required, or refers to appropriate service agency.

Provides assistance to emergency services personnel by answering questions, researching information, or performing other services.

Maintains various logs, charts, and recordings to provide records of all emergency and non-emergency actions for follow-up investigative, administrative, or legal actions.

Operates/ maintains emergency and non-emergency equipment such as computers, printers, playback systems, CAD, and other systems.

Maintains immediately available library of emergency reference material such as computer manuals, maps, repair logs, wrecker logs, policy/ procedure SOPs, policy memos and other reference material.

Attends staff meetings to exchange information; attends in-service training and technical or professional classed, seminars, or conferences to improve technical or professional skills.

Performs routine office tasks, such as typing, filing, faxing, phoning, and copying.

INVOLVEMENT WITH DATA, PEOPLE, AND THINGS

DATA INVOLVEMENT:

Requires summarizing, tabulating, or formatting data or information in accordance with a prescribed schema or plan to facilitate the identification and extraction of useful information.

PEOPLE INVOLVEMENT:

Requires giving information, guidance, or assistance to people to directly facilitate task accomplishment; may give instructions or assignments to helpers or assistants.

INVOLVEMENT WITH THINGS:

Requires operating machinery or equipment that requires extended training and experience such as electronic telecommunications equipment, electronic signaling equipment, complex GIS software, software used for programming custom applications; the application of custom or commercial emergency management and other complex software of systems.

COGNITIVE REQUIREMENTS / REASONING REQUIREMENTS:

Requires performing skilled work involving rules. Deals with almost constant problem solving situations.

MATHEMATICAL REQUIREMENTS:

Requires performing basic addition and subtraction, such as making change or measuring.

LANGUAGE REQUIREMENTS:

Requires reading routine sentences, instructions, regulations, procedures, or work orders; writing routine sentences and completing routine job forms and incident reports; speaking routine sentences using proper grammar.

MENTAL REQUIREMENTS:

Requires clerical or technical tasks requiring a wide range of procedures with intensive understanding of a restricted field, or complete familiarity with the functions of a unit or small division of an operating agency; requires normal attention with short periods of concentration for accurate results and occasional exposure to unusual pressure.

JUDGMENTS AND DECISIONS:

Requires being responsible for actions of others, requiring almost constant decisions, affecting co-workers, crime victims, patients, others in the general public; works in a moderately fluid environment with guidelines and rules, but with frequent variations from the routine.

VOCATIONAL/ EDUCATIONAL PREPARATION:

Requires high school diploma or GED and formal training, special courses, or specialized advanced training in telecommunications.

SPECIAL CERTIFICATION AND LICENSES:

Must have or be able to obtain a Telecommunicator License issued by Texas Commission On Law Enforcement (TCOLE) within the first year of employment. Requires a valid Texas Driver's License.

EXPERIENCE REQUIREMENTS:

Requires over three months and up to and including six months. Must be able to type at least 35-WPM. Must be fluent in English and Spanish.

AMERICANS WITH DISABILITIES ACT REQUIREMENTS

PHYSICAL AND DEXTERITY REQUIREMENTS:

Requires sedentary work that involves walking or standing some of the time and routine keyboard operations.

ENVIRONMENTAL HAZARDS:

The job risks exposure to no significant environmental hazard.

SENSORY REQUIREMENTS:

The job requires normal visual acuity, and field of vision, hearing, and speaking.

ADA COMPLIANCE:

The City of Brownsville is an Equal Opportunity Employer. ADA requires the City to provide reasonable accommodation to qualified individuals with disabilities. Prospective and current employees are invited to discuss accommodations.

BENEFITS:

The City of Brownsville offers benefits including a retirement system, sick and annual leave, and health and life insurance.

This class specification should not be interpreted as all-inclusive. It is intended to identify the essential functions and requirements of this job.

The incumbents may be requested to perform job related responsibilities and tasks other than those stated in this specification. This job description is subject to change in response to funding variables, emerging technologies, improved operating procedures, productivity factors, and unforeseen events. This updated job description supersedes prior descriptions for the same position. Management reserves the right to add or change duties at any time.

This position is contingent upon continued availability of funds.

EEO Statement

The City of Brownsville does not discriminate on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factors.