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Utilities Dispatcher 1

Category: Classified
Pay Grade: C19
Job Code: 17130

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 entry-level technical and customer support work in the Utilities Maintenance Department involving the receipt, prioritization, and dispatch of emergency and non-emergency service requests. Employees in this class serve as the initial point of contact for residential and commercial customers reporting outages, leaks, service disruptions, or other utility-related concerns. Work involves operating two-way radios, telephones, pagers, computers, and multiple communication platforms to relay information to field crews and coordinate timely responses. Employees follow established protocols and procedures and work under general supervision, with guidance available on complex or unusual situations.

ESSENTIAL JOB FUNCTIONS (examples, not all inclusive)

• Receives and prioritizes incoming service requests via radio consoles, telephones, computers, and other communication devices;
• Responds to public inquiries and complaints in a courteous and professional manner, providing information, de-escalating upset customers, and resolving concerns, when possible, within established guidelines;
• Locates outage or incident areas using GIS, maps, or digital work management systems and routes calls to the appropriate crew, supervisor, or on-call staff;
• Creates, updates, and closes service requests and work orders in Cityworks, or the current Work Management System, ensuring complete and accurate documentation;
• Operates computers to research past history of a location, including prior outages, repairs, or customer contacts, and relays pertinent information to field personnel;
• Monitors multiple radio channels simultaneously to track crew status, new incidents, and safety-related communications;
• Coordinates with Customer Service staff to share information on outages, planned work, delays, and impacts to customers;
• Monitors building security systems, alarms, and cameras and notifies appropriate personnel or agencies when issues are identified;
• Updates dispatch logs and status boards with pertinent information, including times, locations, crew assignments, and completion notes;
• Follows established procedures for handling after-hours calls, emergency calls, and calls requiring immediate escalation to supervision or leadership;
• Works alone during staffing shortages or assigned shifts while maintaining service levels and adhering to established protocols;
• Participates in emergency response activities and remains available for extended hours during natural or manmade disasters, hurricanes, severe weather, or other declared emergencies;
• Must interact and collaborate effectively with a variety of team members including field crews, supervisors, customer service, other internal divisions, and external agencies;
• Performs related work as assigned or required to support dispatch operations and Utilities Department goals.
  

QUALIFICATIONS

Education and Experience:

High school graduate and six (6) months of customer service, call center, public contact, or closely related experience; experience in utilities, emergency communications, or dispatch is preferred but not required; 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 customer service principles, telephone etiquette, and conflict-resolution techniques;
• Knowledge of basic utility service concepts and common customer issues, or the ability to learn this information within a reasonable period;
• Skill in using computers, basic office software, and work management systems after training;
• Skill in operating radios and other communication equipment, or the ability to acquire such skills;
• Ability to remain calm, courteous, and focused under pressure and during high call volume or emergency conditions;
• Ability to read maps, interpret GIS displays, and communicate location information accurately to field crews;
• Ability to learn and follow County and departmental procedures related to Utilities operations, emergency response, and dispatch protocols;
• Ability to communicate clearly and professionally, both verbally and in writing;
• Ability to multitask and prioritize competing demands while maintaining accuracy and attention to detail;
• Ability to establish and maintain effective working relationships with coworkers, supervisors, field crews, customers, and partner agencies.

PHYSICAL/MENTAL DEMANDS

The work is very heavy work which requires exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to move objects.  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.