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Utilities Dispatch Supervisor

Category: Classified
Pay Grade: C23
Job Code: 17134

To perform this job successfully, an individual must be able to perform the essential job functions satisfactorily.  Reasonable accommodations may be made to enable individuals with disabilities to perform the primary job functions herein described.  Since every duty associated with this position may not be described herein, employees may be required to perform duties not specifically spelled out in the job description, but which may be reasonably considered to be incidental in the performing of their duties just as though they were actually written out in this job description.

JOB SUMMARY

Performs supervisory work responsible for planning, scheduling, and coordinating the work of Utilities Dispatchers; ensuring accurate and timely response to service requests; monitoring system performance; and serving as a key liaison between Customer Service, Emergency Management, Work Planning Coordinators, and departmental leadership. Work includes supervising dispatch staff, developing and updating procedures, monitoring quality, ensuring optimization of deployed personnel and equipment, analyzing performance metrics, and participating in emergency management activities. The position requires strong leadership, decision-making, and communication skills and plays a critical role in maintaining safe and effective Utilities operations. The Supervisor is a primary point of escalation for complex or sensitive issues and plays a leading role during major service disruptions, storm events, and other emergencies. The position works under the general direction of a higher-level manager but exercises considerable independent judgment in managing day-to-day operations of the dispatch center.

ESSENTIAL JOB FUNCTIONS (examples, not all inclusive)

• Supervises, trains, schedules, and evaluates Utilities Dispatchers, including assigning work, monitoring performance, and providing coaching and feedback;
• Ensures full and complete dispatch coverage, including coordinating overtime or standby shifts, filling schedule gaps, adjusting staffing during peak periods, and planning for emergency operations;
• Develops, implements, and updates dispatch procedures, scripts, standards, and quality assurance measures to support consistent and effective service;
• Oversees the intake, prioritization, and dispatching of service calls and ensures compliance with departmental expectations, service levels, and safety protocols;
• Monitors incident volume, response times, crew utilization, and workload distribution; prepares reports and relevant performance metrics for management review;
• Provides technical guidance and decision-making support to staff on complex, sensitive, or unusual calls and incidents;
• Communicates and coordinates with Utility divisions, Work Planning Coordinators, Customer Service, contractors, external agencies, and management to share information about incidents, outages, service impacts, equipment needs, and special operations;
• Ensures accurate and complete documentation of incidents, outages, and work orders for operational, regulatory, and legal purposes;
• Maintains proficiency with radio systems, GIS, Cityworks, SAP, security systems, and other tools; ensures staff are trained on updates and enhancements;
• Assists in the development and implementation of emergency response, continuity of operations, and disaster plans affecting dispatch operations, including participation in drills and exercises;
• Reviews call recordings, logs, and service outcomes for quality control, identifies training needs, and implements corrective and preventive actions;
• Participates in interviews and hiring processes for dispatch personnel and makes recommendations regarding selection, promotion, and disciplinary actions;
• Manages or assists in managing the dispatch center’s equipment, software, and resource needs by coordinating with IT, vendors, and internal support services;
• Represents the dispatch unit in meetings, workgroups, and committees and provides input on policies, projects, and process improvements impacting Utilities operations;
• Performs related work as assigned or required to support dispatch operations and Utilities Department goals.

QUALIFICATIONS

Education and Experience:

Four (4) years of experience in utilities dispatch, emergency communications, or closely related experience, including two (2) years in a lead or supervisory role; or an equivalent combination of education, training, and/or experience.

Special Qualifications (May be required depending on area of assignment):

• Florida Driver’s License or Florida Commercial Driver’s License and endorsement, if any.
• Assignment to work a variety of work schedules including compulsory work periods in special, emergency, and/or disaster situations.
• Other knowledge, skills, abilities, and credentials required for a specific position.

Knowledge, Skills and Abilities:

• Knowledge of Utilities dispatch operations, infrastructure, and field crew workflows, or the ability to develop such knowledge rapidly;
• Knowledge of supervisory principles and practices, including coaching, conflict resolution, and performance management;
• Knowledge of emergency communication protocols and principles of emergency management as they apply to utility services;
• Skill in analyzing data, trends, and metrics related to call volume, response times, outages, and crew utilization, and in preparing clear and useful reports;
• Skill in planning, organizing, and directing the work of others, including scheduling and managing staffing resources effectively;
• Strong communication skills for internal and external coordination, including the ability to communicate complex information clearly to staff, management, and partners;
• Ability to develop and implement policies, procedures, and training programs to improve efficiency, quality, and safety;
• Ability to manage multiple crises or high-impact incidents simultaneously and to make sound, timely decisions under pressure;
• Ability to foster a positive team environment, encourage continuous improvement, and build effective working relationships with staff, peers, supervisors, and external partners;
• Ability to interpret and apply relevant regulations, policies, and standards related to Utilities operations and emergency response.

PHYSICAL/MENTAL DEMANDS

This is sedentary work which requires exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly.  Additionally, the following physical abilities are required:

• Fingering: Picking, pinching, typing, or otherwise working, primarily with fingers rather than with the whole hand as in handling.
• Grasping: Applying pressure to an object with the fingers and palm.
• Handling: Picking, holding, or otherwise working, primarily with the whole hand.
• Visual ability: Sufficient to effectively operate office equipment including copier, computer, etc.; and to read and write reports, correspondence, instructions, etc.
• Hearing ability: Sufficient to hold a conversation with other individuals both in person and over a telephone; and to hear recording on transcription device.
• Speaking ability: Sufficient to communicate effectively with other individuals in person and over a telephone.
• Mental acuity: Ability to make rational decisions through sound logic and deductive processes.
• Talking: Expressing or exchanging ideas by means of the spoken word including those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.
• Repetitive motion: Substantial movements (motions) of the wrist, hands, and/or fingers.
• Standing: Particularly for sustained periods of time.
• Walking: Moving about on foot to accomplish tasks, particularly for long distances or moving from one work site to another.

WORKING CONDITIONS

Work is performed in a dynamic environment that requires sensitivity to change and responsiveness to changing goals, priorities, and needs.