JOB
Under the general direction of the Director of Public Works, the purpose of this position is to receive after-hours customer service requests, monitor the Public Works SCADA system for issues and operational status, and escalate issues that may arise to an appropriate response level. Employees in this classification have thorough knowledge of the principles of customer service operations, excellent computer systems operation experience. Dispatch representatives typically work alone and must show initiative to work independently while maintaining an efficient approach to prioritizing the complex operations of Public Works divisions. This position is responsible for responding to all citizen requests and initiating service requests based on operating conditions reported by the various monitoring systems. Personnel in this position must be able to use reasoning and logic as considerable independent judgment must be used to accurately resolve issues across all areas of Public Works operations.
EXAMPLE OF DUTIES
Creates service orders for crews, supervisors, and other departments, as needed, using Munis service order management system.Takes calls for and from other departments and makes necessary contact with appropriate on-call personnel.Maintains records of all calls received.Provides emergency dispatch for internal and external departments after-hours.Requests utility line locates using Texas811, to ensure crew and customer safety.Responds to customer concerns and inquiries concerning all aspects of water and wastewater operations.Monitors the Public Works SCADA system for alarms, alerts, and parameters outside of normal operating levels.Performs a variety of general clerical duties, including record input and general correspondence, filing, and performing word processing functions.Prepares daily briefing for Public Works Administration review.Responds to emergencies and assists personnel under charge in all facets of tasks performed as needed.Prepares files and regulatory reports, ensuring reporting deadlines are adhered to and division activities comply with established rules and regulations.Performs other related duties as assigned.Attendance; regular and timely attendance during assigned work hours. Overtime assignments required as necessary.Deadlines: ability to set and meet appropriate deadlines. Timely follow-up and follow-through with staff and others. Effectively multi-task and work under time pressure and deadlines.Attends training classes and provides feedback for improved work conditions and best management practices. Understands and utilizes the required PPE for job functions and follows all safety requirements.Communications & Record Keeping; ability to read, comprehend and effectively communicate, both verbally and in writing, in English. Communicate effectively and professionally with staff, volunteers, council, and others. Ability to maintain and retain all records and follow the City’s record retention policy.Customer Service; must be professional, respectful, helpful, and polite to staff, volunteers, council members, and others at all times. All work must be performed in a timely and satisfactory manner.Financial; ensure all expenditures are within budget. Utilize the City’s Procurement Card (P-Card) in an ethical and responsible manner. Submit receipts daily. Ensure all financial functions, recordkeeping, and reporting are performed timely and accurately and that records are properly created and maintained.Policies & Procedures; perform duties in accordance with City policies, procedures, standards, and comply with local, state, and federal law.Stay Current; keep up with trends and changes.Confidential Information: safeguard confidential information and disclose only to those in “need to know”.Teamwork: work effectively with others as part of team to ensure efficient operations and enhanced productivity.
SUPPLEMENTAL INFORMATION
Physical Ability: Primarily sedentary tasks will be assigned. Other tasks may involve the regular and, at times, sustained performance of moderately physically demanding work, typically involving some combination of climbing and balancing, stooping, kneeling, crouching, and crawling, and that may, involve the lifting, carrying, pushing, and/or pulling of moderately heavy objects and materials (10 - 50 pounds). Sensory Requirements: some tasks require the ability to perceive and discriminate colors or shades of colors. Some tasks require the ability to perceive and discriminate sounds. Some tasks require the ability to perceive and discriminate odors. Some tasks require the ability to perceive and discriminate depths. Some tasks require the ability to perceive and discriminate textures. Some tasks require visual perception and discrimination. Some tasks require oral communications ability. Environmental Factors: tasks may risk exposure to extreme heat/cold or extreme weather conditions, strong odors and/or smoke, strong and/or toxic chemicals, paint, dust or pollen, elements that can cause illness (e.g. pathogenic substances, virus, parasites), electrical hazards, dangerous traffic conditions.