Address
Form of workThis position may progress to Utility System Operator I (salary range: $39,062.40 - $62,483.20) and Utility System Operator II (salary range: $43,097.60 - $68,952.00) with required time in grade, requisite experience/certificates, and acceptable performance.
This position operates, checks, and maintains the Advanced Metering Infrastructure (AMI), Interactive Voice Response (IVR) and Outage Management Systems (OMS) for Dothan Utilities; communicates with crews to restore service; and monitors communications for necessary actions. This position receives electric, water and wastewater service requests, prepares and completes work orders, dispatches appropriate personnel, and maintains a log of requests and actions. This position also monitors the SCADA system, which electronically controls the electric, water and wastewater collection systems.
- Monitors, operates, checks, coordinates, and maintains the Interactive Voice Response (IVR) for incoming calls for service, Outage Management System (OMS) for outages, and Q-Alert system software for customer issues and/or complaints, and addresses each.
- Receives, coordinates, and dispatches a variety of routine and emergency requests for services concerning electric, water, and wastewater collection utilities by radio, telephone, email, Q-Alert, and OMS/IVR systems.
- Monitors SCADA to ensure proper operation of the SCADA system and is responsible for notifying Dothan Utilities Electric Division personnel during electric system switching and must ensure all personnel are in the clear prior to authorizing any switching operations.
- Creates, issues, coordinates, dispatches, logs, and completes work orders using multiple software systems for electric, water, and wastewater personnel.
- Expedites notices to appropriate personnel concerning injuries, accidents, damaged equipment, road closings, water quality issues, emergency locate requests, construction needs, emergency disconnections, etc.
- Must maintain records of hold tags, hot line tags, and reclose disable operations placed by electric crews using Excel, or other means, as directed.
- Responds to call out involving weather or other disaster incidents involving short and long-term power outages or other system issues as assigned.
- Performs related duties.
KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED BY THE POSITION
- Knowledge of customer service principles and practices.
- Knowledge of computers and job-related software applications.
- Knowledge of GIS mapping systems.
- Knowledge of City of Dothan roads, streets, and service areas.
- Skill in the maintenance of files and records.
- Skill in the use of modern office equipment.
- Skill in the operation of two-way radios.
- Skill in public and interpersonal relations.
- Skill in oral and written communication.
- Ability to prioritize events and tasks, such as receiving phone calls, radio transmission, emails and having in-person requests for assistance.
- Ability to be regularly available and willing to work at least 10 hours per day (four-day work week), 40 hours per week, or such other hours per day or hours per week as the City determines are necessary or desirable to meet its operational needs.
- Ability to be available and willing to work such overtime per day or per week as the City determines are necessary or desirable to meet its operational needs.
- Ability to be available and willing to work such weekends and holidays as the City determines are necessary or desirable to meet its operational needs.
SUPERVISORY CONTROLS
This position works with considerable independence based upon general instructions from the Utility Systems Operator Supervisor. The supervisor spot-checks completed work for compliance with procedures, accuracy, and the nature and propriety of the results.
GUIDELINES
Guidelines include OSHA, Alabama Public Power Administration, and city and department policies and procedures. These guidelines are generally clear and specific but may require some interpretation in application.
COMPLEXITY/SCOPE OF WORK
- The work consists of operating and monitoring both the IVR/OMS systems, monitoring the SCADA system, and then relating this information to aid in dispatching, safety and coordination of units, and customer service duties. Emergency situations, extended hours of operation, and frequent interruptions contribute to the complexity of the position.
- The purpose of this position is to monitor and operate the IVR/OMS systems as well as monitor the SCADA system to restore service, coordinate activates, dispatch personnel, assist personnel, assist city departments, and assist customers. Successful performance contributes to the efficient and effective provision of services and to the effective and efficient correction of problems.
CONTACTS
- Contacts are typically with supervisors, co-workers, city employees, customers, vendors, contractors, and the public.
- Contacts are typically to give or exchange information, resolve problems, provide services, and operate Dothan Utilities specialized software applications.
PHYSICAL DEMANDS/ WORK ENVIRONMENT
- The work is typically performed while sitting at a desk or table for extended periods of time. The employee occasionally lifts light objects.
- The work is typically performed in an office.
- The work may be first or second shift depending upon the need and staffing.
SUPERVISORY AND MANAGEMENT RESPONSIBILITY
None.
- Graduation from a standard senior-high school or GED equivalent, as recognized by the United States Department of Education (USDE) or Council for Higher Education Accreditation (CHEA), and
- Two (2) years recent experience in the operation of a computer to include the use of Microsoft Office Suite (Word, Excel, Outlook); and
- Two (2) years recent customer service experience operating a multi-line telephone system and/or switchboard.
- One (1) year recent dispatching experience with exposure to electric, water or wastewater collections callouts and customer issues is preferred.
Note: Associates or higher degree from an *accredited college or university in a relevant/related field to include courses in computer-based software waives the required experience. A trade or technical certificate, from an *accredited college or university in a relevant/related field will substitute for one (1) year of required experience.
*Accredited through an agency recognized by the U.S. Department of Education (USDE) or the Council for Higher Education Accreditation (CHEA).
CONDITION OF EMPLOYMENT/PROMOTION/DEMOTION/TRANSFER:
Employees are required to complete/sign the Certification & Condition of Employment/Promotion/Demotion/Transfer form(s). [See condition(s) for details.]
NECESSARY SPECIAL REQUIREMENTS
- Applicants are required to successfully pass a data/entry test, with a minimum composite score of 50 and at least 80% accuracy. The data/entry test must be on file no later than the deadline given. (See City of Dothan's Typing Test/Retest Policy)
- In an emergency and/or standby situation, an employee in this position must be able to report to his/her regular workstation in a maximum of 30 minutes from the time of notification. (Sec. 2-30. (2) / PBA 1/9/95) This requirement must be met within six (6) months of employment/promotion /demotion/transfer.
- An employee in this position must possess a telephone, no later than the end of the probationary period, due to call-out.
- An applicant for this position is subject to various background investigations up to and including a criminal, credit, past employment, and reference checks.
- Employees are required to submit to Drug and Alcohol testing in accordance with the City of Dothan policy, which includes pre-employment and random tests for the duration of employment in this position. (PBA 08/13/12).
- Must meet the City of Dothan's employment physical standard, which includes drug/alcohol testing.
Qualified applicants will be evaluated based on training and experience as documented on their application. This evaluation will comprise 100% of their final grade.
Applicants with a disability who feel they need accommodation should contact the Personnel Department in writing on or before the closing date of this advertisement by emailing jobs@dothan.org.
An Equal Opportunity, Affirmative Action Employer
Employment Type: FULL TIME
