Address
Form of work
SalaryDescription
Monitors, evaluates and relays information related to dispatching. Receives and relays information gathered through phone calls, employees and walk-in customers. Receives and processes service requests and work orders. Receives and logs all inspection approvals from local authorities and coordinates underground utility requests from field crews. Dispatches radio transmissions that involve routine service calls as well as emergency situations. Performs responsible skilled clerical assistance to all personnel.
The essential functions of the job are not limited to those listed in the job description. The City retains the discretion to add to or change the duties of the position at any time.
When Assigned to Public Works:
- Receives and dispatches calls by performing excellent customer service relations; having a general knowledge of the departmental functions; communicating efficiently with customers; taking complaints and relaying messages; greeting and assisting walk-in customers; receiving 90% of all incoming calls, emergency or non-emergency; relaying calls via two-way radio, multi-line switchboard phone, pager or text to the proper personnel; communicating information, tasks, directions effectively. Prepares service requests and work orders.
- Performs general clerical duties by printing weekly and monthly reports for supervisors and/or directors; assisting coworkers when needed; maintaining various logs for statistical data record keeping for departmental activities; and preparing, typing, creating and filing various forms, letters, and reports.
- Handles money from customers by writing receipts; and giving money to proper personnel for processing.
- Provides emergency response during severe weather (snow, floods, and storms).
When Assigned to Utilities:
- Receives and dispatches calls by performing excellent customer service relations; having a general knowledge of the departmental functions; communicating efficiently with customers to diagnose and assist in the resolution of problems; taking complaints and relaying messages; greeting and assisting walk-in customers; receiving 90% of all incoming calls, emergency or non-emergency; relaying calls via radio, phone, pager or text to the proper personnel; communicating information, tasks, directions effectively; and dispatching support during emergency response.
- Manages departments work order system. Tasks include work order initiation, tracking status, closeout and maintaining archives.
- Performs general clerical duties by printing weekly and monthly reports for supervisors and/or directors; assisting coworkers when needed; maintaining various logs for statistical data record keeping for departmental activities; and preparing, typing, updating, posting and filing various forms, notices, letters, change orders and reference materials.
- Operates office equipment by being familiar with the operation of pagers, fax machines, text, dispatch radio, copier, scanner, printer and switchboard; using Danville Map and Miss Utility (VA811) software for emergency and non-emergency marking of property; registering and participating in training courses assist with trouble shooting and maintenance of work order system software.
ADDITIONAL DUTIES
- Performs additional duties as assigned.
Education and Experience
High School Diploma or GED supplemented by six months to one year of post-secondary study or training: e.g. vocational, business, technical school; and one to two years of experience.
An equivalent combination of education and experience may be considered in lieu of the specific requirements listed above
Certifications/Licenses
- Valid Driver’s License with acceptable driving record according to City Criteria
- NIMS Certification (When Assigned to Public Works)
Job Knowledge
Basic familiarity with the work to know common principles and terminology and to understand and solve simple problems
Reading
Intermediate: Ability to read papers, periodicals, journals, manuals, dictionaries, and thesauruses.
Writing
Intermediate: Ability to write reports, prepare business letters, expositions, and summaries with proper format, punctuation, spelling, and grammar, using all parts of speech.
Math
Intermediate: Ability to deal with a system of real numbers; and practical application of fractions, percentages, ratios/proportions and measurement.
Communication Skills
Decisions regarding interpretation of existing policies may be made. Contacts may involve stressful, negative interactions requiring high levels of tact and the ability to respond to aggressive interpersonal interactions. Elements of persuasion may be necessary to gain cooperation and acceptance of ideas.
Independence and Decision-Making
Normally performs the duty assignment after receiving general instructions as to methods, procedures, and desired end results. There is some opportunity for discretion when making selections among a few, easily identifiable choices. The assignment is usually reviewed frequently.
Technical Skills
Work requires the use of standard technical skills appropriate to the work environment of the organization.
Fiscal Responsibilities
No budgetary/fiscal responsibility
Supervisory Responsibilities
No responsibility for direction or supervision of others.
PHYSICAL DEMANDS
- Work is sedentary in nature, requiring exertion up to 10 lbs. occasionally or negligible weights frequently; sitting most of the time.
- Adequate vision, hearing and talking is needed to drive, use computer, and communicate with others.
- Frequent handling of paperwork, fine dexterity to operate computer keyboard and telephone keypad, and twisting from computer to telephone.
- Occasional standing, walking, carrying supplies; pushing/pulling file drawers, tables and chairs; reaching for supplies and files; and kneeling, crouching, and bending to file in lower drawers and to retrieve items from lower shelves or the ground.
NON-PHYSICAL DEMANDS
- Responsible for appropriate use and maintenance of City equipment, tools and other resources, including work time.
- Regular and predictable attendance is expected.
- May frequently experience time pressure, change of tasks, performing multiple tasks simultaneously, and tedious or exacting work. May occasionally experience emergency situations, working closely with others as part of a team, tedious or exacting work, noisy/distracting environment, and difficult customers.
MACHINES, TOOLS, EQUIPMENT, SOFTWARE AND HARDWARE
Typically requires use of two-way radio; standard office equipment, including computer and related hardware and software; and any other equipment as appropriate or required.
WORK ENVIRONMENT
The work is performed in an office environment where there is little exposure to environmental hazards. The employee is expected to use appropriate protective equipment for the assigned task; and any other equipment as apparent or assigned.
