Utilities Communication Technician

City of Washington•City of Washington, NC

3d•Onsite

About The Position

Responsible for communications and varied clerical work in support of the electric, water and sewer utilities services of the City. Receives incoming routine and emergency calls regarding utility services, including electric, water, sewer, and outside agencies such as NCDOT. Monitor systems and alarms; dispatch and maintain contact with on-call or standby service workers based on calls or alarms; and processes orders or other paperwork as needed. Work includes the operation of a two-way radio system console, monitoring of utilities status via computer terminals, knowledge of geographical locations within the system, and providing answers to questions from customers on policies and practices regarding utility services.

Requirements

High school diploma or general education degree (GED) and one or more years in communications, dispatching or related experience; or an equivalent combination of education and experience.
Considerable knowledge methods of operating the communication system; general knowledge of radio procedures.
Working knowledge of the utilities functions, policies, practices, and procedures of the City
Working knowledge of geography of the City and location of important buildings
Ability to operate personal computer and terminal.
Ability to type at a reasonable rate of speed.
Ability to assess people and situations, to apply sound judgment, to remain calm under stressful conditions and to elicit sufficient and essential information for dispatching and assisting field personnel.
Ability to deal with customers and service personnel courteously, tactfully, and firmly.
Ability to speak distinctly
Ability to deal courteously with the public under stressful conditions;
Ability to maintain accurate and complete work activity records and files

Responsibilities

Works independently in a 24/7 dispatch center to receive calls from customers on utility services (electric, water, sewer), disasters, outages, cut-off for non-payment, or general information; obtains information regarding the utility problem and dispatches City staff or other agencies to solve the problem.
Serves as primary contact for NC811 utility locate service for the City.
Assigns locates to electric, water and sewer personnel.
Operates a variety of equipment to maintain contact with customers and service personnel and to dispatch service personnel; provides information about the situation as other customers call or upon request and calls in additional service personnel.
Monitors computer screens for electric, water and sewer systems and reacts to alarms from these monitoring systems; contacts appropriate personnel.
Answers radios; maintains communications logs and reports including the nature of calls, actions taken, and the times involved.
Tracks customer service requests and complaints and assures they are handled or performed.
Monitors a variety of information such as weather conditions that may affect utility operations; prepares and updates maps and diagrams.
Monitors cut on and cut off accounts; make appointment / service orders for installation or removal of load management switches at residences.
Processes records or work orders generated by customers and system personnel; routes, files, or logs depending on the processes and work involved; closes out records when work is complete.
Maintains on call and standby lists for easy determination of personnel to contact.
Maintains database for medically critical customers.
Maintains contact with fire or police personnel during emergencies or cooperative work assignments.
Initiates the Emergency Response Plan for hazardous and chemical spill/release at the regional water treatment plant and the wastewater treatment plant when required.
Receives calls about DOT problems such as traffic signals and dead animals; contacts DOT staff.
Performs other related duties as required.