Utilities Dispatch Supervisor

  • 009124

SUMMARY: Under limited supervision, supervises the daily operations and work activities of Utilities Dispatch Operations; responsible for administering various computer systems, coordinating TV79 and web items for the Public Utilities Department; coordinates security and planning issue for the department; coordinates planning, response and recovery of Public Utilities Department with Emergency Management, including grant applications; may perform related duties as assigned.

ESSENTIAL FUNCTIONS: (Essential functions, as defined under the Americans with Disabilities Act, may include the following tasks, knowledge, skills and other characteristics. This list is ILLUSTRATIVE ONLY and is not a comprehensive listing of all functions and tasks performed by incumbents of this class.)

DUTIES AND RESPONSIBILITIES: (which are not in any hierarchical order)
  1. Supervises the daily operations and work activities of the Utilities Dispatch Operators, provides training to personnel, counsels employees, conducts performance reviews and recommends personnel actions.
  2. Assigns work orders to field personnel, prepares reports as needed and enters information on forms and computer equipment.
  3. Administers various computer systems associated with the Utilities Dispatch Operations such as: EM2000, Computer Aided Dispatch, Dictaphone Digital recording System, Teletrac AVL System, Storm Sentry System, Dialogic Communicator R911. Coordinates TV 79 and web items for the department.
  4. Maintains and tracks radios and/or other communication equipment for the Public Utilities Department and Parks Maintenance.
  5. Coordinates emergency mitigation, planning, response and recovery for the Public Utilities Department, including applying for grants. Manages projects as needed.
  6. Assists with budget preparation, and monitors expenditures in assigned area to assure fiscal control, and prepares monthly reports of utilities dispatch operations.
  7. Assures that staffing of the dispatch center is available 24 hours a day.
  8. Answers emergency and non-emergency calls from the public or other departments and coordinates with response personnel, monitors, and logs radio communications, work crew jobs and locations, personnel overtime, activates emergency repair crews, and routes phone calls to other departments or agencies when appropriate.
  9. Monitors computer telemetry systems and alerts response personnel to alarm situations, operates pumping systems as needed, and checks log sheets for accuracy.
  10. Monitors after-hours customer service inquiries, and coordinates response with appropriate division.
  11. Provides assistance in locating underground utilities on systems maps, monitors weather and advises crews and other city departments of storms or other weather situations, coordinates and maintains utilities department emergency plan with other divisions and agencies.
  12. Observes standard operating procedures and safety practices. Coordinates security and planning for the Department.
  13. Attends job related training courses to improve and/or enhance job performance, including training in work methods of utilities customer service to effectively handle after-hours customer service functions.
  14. Provides education to schools and citizen groups on the role of Public Utilities during floods, storms, droughts, conservation and other situations as applicable.
  15. Acts as EOC Support Manager.
  16. Remains on-call as essential personnel for any City emergency.
  • Knowledge of City boundaries and street locations.
  • Knowledge of utilities operations and computer capability.
  • Knowledge of two way radio operations, radio ten signals and various.
  • Knowledge of GPS AVL, weather, and emergency operations.
  • Knowledge of the basic capabilities and functions of word processing applications software.
  • Skills in customer service, dealing with both internal and external customers.
  • Skills in map reading.
  • Skill in record keeping.
  • Skill in monitoring communications, telemetry, and weather equipment.
  • Skill in working effectively under stressful situations and make decisions during emergency type situations.
  • Skill in recording information accurately.
  • Skill in using general office equipment such as telephone, fax, duplicating machines, copiers and computers.
  • Skill in effectively supervising others.
  • Skill in working independently or in a team atmosphere.
  • Ability to handle more than one task at a time (multi-tasking).
  • Ability to handle difficult people.
  • Ability to communicate effectively orally and in writing.
  • Ability to establish and maintain effective working relationships with supervisors, peers, employees, and members of the general public.
PHYSICAL REQUIREMENTS AND WORK ENVIRONMENT: Work involves detailed concentration for long periods of time in a modified office environment. There is frequent need to sit, talk or hear, use hands to finger and type, close and color vision required during the course of the workday. There may be occasional need for light lifting. The City of West Palm Beach promotes a drug/alcohol free work environment through the use of mandatory pre-employment drug testing. This position may also require the use of City vehicles on City business. Individuals must be physically capable of operating the vehicles safely and have an acceptable driving record.

MINIMUM QUALIFICATIONS: High School diploma, or GED and five (5) years dispatch experience; in the use of computer dispatch monitoring software, two-way radio, dispatch operations, and emergency operations, including response, including one (1) year lead work or supervisor experience, or any equivalent combination of training and experience. A valid Florida driver’s license is required.

Last revision date: August 2002
Overtime: Yes
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