OPERATIONS DISPATCHER

JOB DESCRIPTION OPERATIONS DISPATCHER

(DISTRIBUTION

DIVISION

)

WATERWORKS

Human Resources

NEWPORT NEWS, VA

Department

GENERAL STATEMENT OF RESPONSIBILITIES

Under general supervision, this position is responsible for performing dispatch operations on a 24- hour basis for Public Utilities and provides routine to difficult administrative support and related functions for the Distribution Division. Reports to the Staff Supervisor.

ESSENTIAL JOB FUNCTIONS

Performs administrative support such as completion of work processing, spreadsheets, data entry or retrieval. Receives emergency and non-emergency service related phone calls, e-mail and work orders from departmental staff, and inquiries from customers and the general public that frequently require interpretation, data research and analyzing, judgment in determining the appropriate response, and explanation of policy and procedure. Maintains the status and location of crews in order to provide the most effective dispatch; responds to public inquiries as necessary. Dispatches crew, responsible party or other field personnel; dispatches on-call work crews as needed according to emergency recall procedures; keeps supervisors and management staff briefed on emergency situations; notifies Police and Fire Departments of emergency situations; coordinates Miss Utility requests as needed. Operates a telephone, two-way radio console, and personal computer with GIS software to open, update, and close work orders, update system data and retrieve information for field crews and utilities. Maintains various file systems and records, obtains and updates emergency contact and utility locator reference, and provides input for unit guidelines and manual updates. Performs other duties as assigned.

PERFORMANCE STANDARD

Employees at all levels are expected to effectively work together to meet the needs of the community and the organization through work behaviors demonstrating the City's Values. Employees are also expected to lead by example and demonstrate the highest level of ethics.

REQUIRED KNOWLEDGE

 Telecommunications — Knowledge of transmission, broadcasting, switching, control, and operation of telecommunications systems. Page 1 of 2 PC#61107

Revised:

11/01/2022  Customer Service - Thorough knowledge of principles and processes for providing customer services. This includes setting and meeting quality standards for services and evaluation of customer satisfaction.

REQUIRED SKILLS

 Interpersonal Relationships - Develops and maintains cooperative and professional relationships with employees, managers, and representatives from other departments and organizations. Shares knowledge with staff for mutual and departmental benefit.  Judgment/Decision Making — Evaluating the best method of research and then exercising appropriate judgment in establishing priorities and resolving complex matters. Considering the relative costs and benefits of potential actions to choose the most appropriate one.

REQUIRED ABILITIES

 Communication - Ability to communicate ideas effectively, including the preparation of reports and logs. Ability to listen and understand directions, information and ideas presented verbally and in writing. Gives 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.  Time Management - Ability to plan and organize daily work routine. Establishes priorities for the completion of work in accordance with sound time-management methodology.  Mathematics - Ability to perform mathematical calculations involving customer accounts and bills.

EDUCATION AND EXPERIENCE

Requires a high school diploma and1-3years of related experience, or an equivalent combination of education and experience.

ADDITIONAL REQUIREMENTS

Acceptable general background check to include a local and state criminal history check.

PHYSICAL REQUIREMENTS

 Requires the ability to exert light physical effort in sedentary to light work.  Some lifting, carrying, pushing and/or pulling of objects and materials of light weight (5-10 pounds).  Tasks may involve extended periods of time at keyboard or work station.

SENSORY REQUIREMENTS

 Some tasks require the ability to perceive and discriminate sounds and visual cues or signals.  Some tasks require the ability to communicate orally.

ENVIRONMENTAL EXPOSURES

Essential functions are regularly performed without exposure to adverse environmental conditions. Page 2 of 2 PC#61107

Revised:

11/01/2022