6F11

PAY RANGE:  11

 

UTILITY REPRESENTATIVE

(Field Services)

(Central Systems)

 

GENERAL DEFINITION

 

          This is utility customer support work at the intermediate level, receiving and interpreting requests or complaints related to water and sewer service.  Employees in this class evaluate information either through field investigation or telephone contact to determine the nature of emergencies and resolve complaints quickly and efficiently.  Employees in the Field Services specialty make on-site inspections to ascertain the nature of complaints and make minor repairs or referrals to maintenance crews.  Employees in the Central Systems specialty receive, interpret and relay water emergency information to repair crews pertaining to breaks in water mains and appurtenances.  Work may be performed on a rotating shift basis.  Contact with the general public, governmental officials, and representatives of other utilities, in order to resolve complaints and make appropriate referrals are a significant aspect of the work.  Work is performed under the supervision of a technical superior.

 

ALLOCATING FACTORS  (The following standards must be met in order for a position to be allocated to this class):

 

·       The positions in this class must be responsible for receiving and interpreting requests related to water and sewer service, and for determining the nature of emergencies.

·       The positions in the Field Services specialty perform on-site diagnostic evaluations of various field points.

·       The positions in the Central Systems specialty perform diagnostic evaluations of remote sites and dispatch crews to handle emergencies.

 

TYPICAL EXAMPLES OF WORK (ILLUSTRATIVE ONLY)

 

Both Specialties:

 

·       Resolves complaints of broken water mains, interrupted water service, inadequate water pressure, contaminated water supply, defective water meters, missing or broken manhole or sewer inlet covers, clogged inlets, and similar problems.

·       May advise one or more inspectors performing area surveys on the leakage and waste of water.

·       Prepares routine reports and maintains records pertaining to the work.

·       Performs related work as required.

 

Field Services Specialty:

·       Inspects cellar for location of water seepage; uses an aquaphone and chemical dye to locate the cause of the seepage; may perform a house-to-house check using the above procedures; turns off curb stop valve in cases of severe property damage; serves violation notice on property owner; makes reinspections for notices served.

·       Refers suspected sewer lateral leaks or obstructions to sewer maintenance inspectors; uses chemical dyes, probing wires and assistance by an inspector to check for obstruction or damage.

·       Conducts investigations of excessive water bills; reads meter; sees that meter registers properly; uses an aquaphone to check for leaks.

·       Inspects installation of new water mains, pipes and connections to see that they conform to city specifications; inspects water meters for leaks; may replace small leaking meters causing damage.

 

Central Systems Specialty:

 

·       Receives phone reports from a variety of sources concerning water main breaks, flooded cellars, and other irregularities within the water and other pertinent details; interviews caller for pertinent information; determines severity of problem; locates trouble spot on city maps; utilizes municipal radio services to contact geographically appropriate repair crew.

·       Supplies additional information to crew by obtaining and interpreting blueprints, plans and plats of the affected area; reads plats and maps to repair crews to inform them of valve location and size of the water main; provides excavation location to field crews; relays the excavation measurements to the PA One-Call System; notifies the field crew at the site of the proximity of other utility appurtenances.

·       Reviews water shut-off/restoration data; prioritizes work order; reviews work backlog lists; schedules backlog work, including requests for off-hour inspections, dye tests and repairs.

·       Monitors the location of crews and logs their activities; researches data for pending lawsuits against the Water Department and forwards report to Law Department.

·       Conducts the enforcement and collection of revenue of delinquent water bills and the shut-off of delinquent accounts and illegally restored services; uses wireless check scanning devices to collect and verify the validity of water payments; determines if water customer has satisfied the requirements to avoid suspension of service.

·       Conducts inspections to verify water service and ensures that the shut-off valve can be safely operated; restores service for satisfied water balances.

·       Contacts various utilities to notify them of water main breaks.

 

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

 

KNOWLEDGE OF:

 

·       field investigation techniques for the Field Services specialty.

·       the public relations techniques necessary in providing services to the general public and customers.

·       the functions and operations of the Water Department.

·       the basic elements of the water conveyance and collection systems.

·       City codes and regulations pertaining to metering of water usage for the Field Services specialty.

·       central dispatch systems used in distribution for the Central Systems specialty.

·       the location and physical layout of City streets.

·       the normal and emergency procedures governing the operation and maintenance of the water conveyance and collection systems for the Central Systems specialty.

 

ABILITY TO:

 

·       read and interpret plans, plats and blueprints.

·       use tools and equipment in making investigations to resolve complaints pertaining to water and sewer service, if required by work assignment.

·       apply departmental procedures in resolving customer service problems.

·       use tact, diplomacy and judgment in dealing with the general public.

·       maintain records and prepare a variety of routine reports.

 

MINIMUM ACCEPTABLE TRAINING AND EXPERIENCE (The following statement represents the minimum training and experience standards which will be used to admit or reject applicants for tests.  Applications submitted by candidates for this class will be reviewed based on training and experience requirements as approved on 4/24.)

 

EDUCATION:

 

Both Specialties:

 

          Education equivalent to completion of the twelfth school grade.

 

AND

EXPERIENCE:

 

Field Services Specialty:

 

          Two years of experience in field investigation or inspection work involving

provision of water and sewer services to customers or performing meter reading, installation and troubleshooting for residential and commercial meters

 

OR

 

          Two years of experience in the diagnosis and repair of water

mains and sewers.

 

Central Systems Specialty:

 

          Two years of experience in field or phone work involving the provision of water and sewer services to customers, one of which has included dispatching emergency work crews.

 

OR

 

          Any equivalent combination of education and experience determined to be acceptable by the Office of Human Resources.

 

City of Philadelphia classes which typically meet the experience requirements:

 

Meter Reader

Water Meter Service Worker

Water Distribution Repair Worker

 

 

 

PHYSICAL AND MEDICAL REQUIREMENTS

 

          Ability to physically perform the duties and to work in the environmental conditions required of a position in this class.

 

LICENSES, REGISTRATIONS AND/OR CERTIFICATES

 

          Possession of a valid proper class motor vehicle operator's license as issued by the Commonwealth of Pennsylvania prior to appointment and during tenure of employment as a Utility Representative.

 

Class Established - 8/56

Spec. Revision:

CSC - 4/05

Ad. Board - 6/05

Latest Spec Revision:

CSC – 2/24

Ad. Board – 4/24

 

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