6J02

PAY RANGE: 10

COMMUNICATIONS CENTER DISPATCHER

GENERAL DEFINITION

            This is communications dispatcher work answering phones, receiving and transmitting messages, and dispatching emergency work crews on an assigned shift in a 24-hour communications center. Receiving and routing information to emergency field distribution repair crews for action and coordinating repairs with other utilities are important aspects of the work. Work is performed under the supervision of an administrative or technical superior. 

ALLOCATING FACTORS:   (The following conditions must be met for a position in this class to be approved.)

1. Employees in this class must perform communications work receiving and transmitting messages and dispatching emergency work crews.

2. Employees in this class must perform work in the Office of Innovation and Technology.

TYPICAL EXAMPLES OF WORK (ILLUSTRATIVE ONLY)

            Receives and transmits messages between city offices and city vehicles using a two-way radio system and telephone; receives non-emergency calls from the general public or 3-1-1 and refers them to, or notifies directly, the appropriate city or private agencies; dispatches crews and equipment in emergency situations, which occasionally requires sending crews on overtime work.

            Receives calls from work crew supervisors, police patrol personnel, or municipal employees requesting road service, equipment, operators, or cars for city or departmental work; determines priorities according to established standards and availability of staff and equipment; makes assignments to the field; prepares route schedules for drivers and operators;

            Prepares time records for drivers and/or equipment operators; keeps operational material and equipment inventory records; maintains trip tickets; schedules equipment for preventive maintenance and keeps maintenance and schedule records; records and time-stamps messages and notes pertinent information concerning their dispatch and receipt; prepares complaint records and logs, detailing the nature and kind of messages; maintains file system of car numbers, phone numbers, car assignments, and other information pertinent to message center operations.

            Receives phone reports concerning water main breaks, flooded cellars, and other irregularities within the water distribution system; questions callers to elicit location, depth and force of water and other pertinent details; locates trouble spot on city maps; utilizes personal computer and municipal radio services to contact the geographically appropriate repair crew; supplies additional information to crew by obtaining and interpreting blueprints, plans and plats of the affected area; contacts underground utility location service for information needed before digging and informs repair crews of the location of underground telephone, gas, and other utility lines or closely allied underground structures.

            Monitors burglar, trouble, and pump alarm systems; notifies proper city authorities in the event of a sounded alarm.

            Performs related work as required.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

KNOWLEDGE OF:

•           English language and spelling

•           the use of computers

•           interviewing techniques

SKILL IN:

•           eliciting information quickly and easily

•           giving accurate information, clearly and concisely

•           customer service best practices

· written and oral communication

ABILITY TO:

•           learn the operation of a two-way radio system and other communication equipment

· learn Office of Emergency Management Emergency Notification application

•           learn the location and physical layout of city streets

•           learn the names, locations, and functions of various city officials and their departments

•           think clearly and act quickly, calmly and with sound judgement in receiving and transmitting calls and messages in high pressure situations

•           make judgmental decisions where several courses of action are presented

•          

•           speak clearly and distinctly

•           understand and follow oral and written instructions

•           use a computer to receive and transmit messages and to generate reports

•           maintain effective working relationships with associates in a team environment

•           maintain clerical records accurately and legibly

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 10/19)

EDUCATION:

            Education equivalent to completion of the twelfth school grade.

AND

EXPERIENCE:

             One year of experience as a Technology Apprentice in the Office of Innovation and Technology.

OR

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

PHYSICAL AND MEDICAL REQUIREMENTS

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

Class Established (6J02) - 2/54

Class Established (6J16) 1/53

Spec. Revision:

CSC –10/01; Ad. Board –01/02

Change in Class Title:

CSC – 10/06;Ad. Board – 11/06

Latest Spec. Revision:

CSC – 09/19; Ad. Board – 10/19

JH