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Utilities Dispatcher 2

Category: Classified
Pay Grade: C21
Job Code: 17132

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 advanced technical and customer support work in the Utilities Maintenance Department involving complex coordination of Utilities emergency and non-emergency service calls. Employees receive, assess, and prioritize calls; dispatch appropriate personnel; coordinate resources; and maintain communication with field crews, customer service staff, and external agencies. Work involves a higher level of technical skill, independent judgment, and decision-making than Utilities Dispatch Agent 1, particularly in complex or multi-crew incidents. Employees may serve as shift leads and assist in training new staff and monitoring quality and consistency of dispatch operations.

ESSENTIAL JOB FUNCTIONS (examples, not all inclusive)

• Performs all duties of Utilities Dispatcher 1;
• Serves as lead dispatcher during assigned shifts, helping to balance workload, monitor radio traffic, and guide junior staff in prioritizing and handling calls;
• Receives, evaluates, and prioritizes complex or high-impact service calls, including large outages, main breaks, sewer overflows, or multi-location incidents;
• Coordinates multi-crew responses involving multiple divisions such as Water, Wastewater, Reclaimed, Field Services, and Customer Service;
• Provides real-time situational updates to supervisors, managers, customer service leadership, and emergency management personnel as required;
• Collaborates with supervisors and other staff to refine dispatch protocols, develop reference materials, and identify process improvements;
• Conducts more advanced research into service histories, system maps, and outage trends for field crews, supervisors, and engineering or operations staff;
• Assists in the training, onboarding, and mentoring of new dispatch employees, including demonstrating proper procedures, reviewing work, and providing feedback;
• Monitors system alerts, alarms, and notifications from technology platforms such as GIS, work management systems, and security systems; with training and as needed, may monitor SCADA-related alerts where applicable to the dispatch function and relay them to appropriate staff;
• Produces accurate and detailed incident logs and documentation, which may be used for regulatory reporting, internal review, or customer follow-up;
• Assists in preparing reports or summaries of call volume, outage activity, or service trends for supervisory review;
• Ensures adherence to all applicable policies, procedures, safety guidelines, and regulations in the performance of dispatch duties;
• Serves in an extended-hours capacity during storms, hurricanes, or utility emergencies, including participating in Emergency Operations Center (EOC) or similar structures as assigned;
• Performs related work as assigned or required to support dispatch operations and Utilities Department goals.
  

QUALIFICATIONS

Education and Experience:

Three (3) years 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 dispatch principles, practices, and procedures as they relate to Utilities operations;
• Knowledge of the organization, services, and infrastructure of the Utilities Department or the ability to acquire such knowledge rapidly;
• Skill in the proficient use of radio systems, GIS, Cityworks, SAP, and other communication and work management tools used in the dispatch environment;
• Skill in analytics for reviewing system data, past service records, and trend information to support decision-making in the field;
• Skill in strong written and verbal communication, including the ability to document incidents clearly and provide concise updates to supervisors and other stakeholders;
• Ability to establish and maintain effective working relationships with coworkers, supervisors, field crews, customers, and partner agencies;
• Ability to quickly assess call information and determine the appropriate priority, resources, and response strategy;
• Ability to coordinate multiple incidents, crews, and communication channels simultaneously while maintaining situational awareness;
• Ability to provide informal leadership, guidance, and mentoring to other dispatch staff and to serve as shift lead when assigned;
• Ability to maintain composure, professionalism, and sound judgment under pressure, during emergencies, and in high-volume call environments;
• Ability to establish and maintain effective working relationships with coworkers, supervisors, field crews, managers, and staff in other departments and agencies;
• Ability to mentor team members, demonstrating proper protocol in action as well as adherence to standard operating procedures.

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.