Dispatcher/Monitor

Position Summary

This position is part time with no benefits and is budgeted for 16 hours per week.

Employees are subject to shift work based on business needs to include working during the Day, Evening and Mornings, and for weekdays, weekends, and holidays.

• Day Weekends & Holidays - 8 : 00am to 4 : 00pm
• Evening Weekdays, Weekends & Holidays - 4 : 00pm to 12 : 00am
• Mornings Weekdays, Weekends & Holidays - 12 : 00am to 8 : 00am

This position performs technical clerical work dispatching operations and maintenance personnel and units in response to customer telephone calls, Prince William Water needs, emergency alarms, or severe weather conditions.

Utilizes telephone, two-way radio, and computer-controlled monitoring systems to relay communications. Also performs general clerical duties including data entry and customer service functions.

Monitors the Supervisory Control and Data Acquisition (SCADA) system. Demonstrates a commitment and supports a culture of diversity, equity and inclusion.

Position Responsibilities / Essential Job Functions

• Provide customer service. Receive customer complaints and billing questions and provide information during or after office hours via telephone about sewer or water system problems such as low water pressure, water leaks, disconnection of service, and sewer backup.
• Determine the extent of the problem and dispatch appropriate Prince William Water personnel. Transmits daily work orders to appropriate department personnel.
• Prepare work orders for water and sewer-related problems, provide a history of the problem to appropriate personnel, and document completion of the job after inspection.
• Monitor the status and systems of all Prince William Water facilities including tanks, wells, pump stations, security systems, printers, and intercom.

Provides technical data such as tank levels, emergency stopping pumps, and reading field values as requested.

• Utilize utility billing software to search for meter numbers, meter locations, and other information for maintenance or service aids.
• Contact with local Police and Fire Departments via email and telephone.
• Contact with Environmental Lab Department as needed.
• Monitor the SCADA system acknowledging sewer or water system alarms and notify proper authorities of customers who have had their water service discontinued because of nonpayment.

Determine, via the mainframe computer terminal, the validity of their interruption of service.

• Enter completed Operations and Maintenance (O&M) work orders into the computer software program on a routine basis.
• Monitor radio to assist in communication between various Prince William Water personnel.
• Receives messages and problem calls and dispatches to on-call personnel. Provides administrative support to complete work orders, process tickets, and prepare reports or other correspondence.
• May be deemed essential at any time.
• Perform other duties as assigned or required.

Essential Skills and Experience

Essential Competencies :

Knowledge of principles and practices of customer service; the operation of the communications system; CMMS Systems, PMC, Miss Utility and security systems, SCADA, two-way radio and telephone procedures;

water and sewer systems; the geography of Prince William County; English usage, spelling and grammar; computer software and equipment related to assignment.

Ability to deal effectively with the public under trying conditions; speak clearly and distinctly; acquire and relay information accurately;

understand and follow directions; operate computer equipment and software applications related to assignment.

Minimum Education and Work Experience :

• High school diploma or GED.
• At least one year of customer relations skills.
• Or a combination of education and experience as described above.

Required Licenses / Certifications and Other Special Requirements :

None.

Minimum Lead / Supervisory or Management Experience :

None.

Physical Demands and Work Environment

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Physical demands : The work is mostly sedentary with periods of light physical activity. Typical positions require workers to walk or stand for short periods;

lift and carry up to 20 pounds; climb stairs, bend, reach, hold, grasp, and turn objects; and operate computer or typewriter keyboards.

The work requires the ability to speak clearly and to see and hear clearly with or without correction.

Work environment : Primary work is performed indoors in a standard office setting. The noise level in the work environment is usually moderate.

Employees are subject to callback during emergencies. Employees are subject to shift work to include mornings, days and evening shifts as well as weekends and holidays.

The qualifications listed above are intended to represent the minimum skills and experience levels associated with performing the duties and responsibilities contained in this job description.

The qualifications do not express absolute employment or promotional standards. They are general guidelines that should be considered along with the job-related selection or promotional criteria.