Utility Dispatch – Lead

Salary Range: $40,609 - $65,381   Salary Grade: 11  FLSA: Non-Exempt

Purpose of Classification:

The purpose of this classification is to perform utility dispatch duties, to provide support to employees as needed, and to provide lead guidance, direction and training to assigned staff.

Essential Functions: 

The following duties are normal for this position. The omission of specific statements of the duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned.

Leads and coordinates daily work activities of assigned utility dispatchers; confers with supervisor to obtain direction regarding work assignments and priorities; organizes tasks in order to complete assigned work; monitors status of work in progress and inspects completed work; confers with co-workers; assists with complex/problem situations; provides technical expertise; assists with training and instructing co-workers regarding operational procedures and proper use of equipment; and assists with supervision of co-workers by reporting employee problems and providing input on disciplinary actions and employee performance evaluations. 

Assists in planning schedules of assigned staff to ensure continuous shift coverage; maintains coverage by filling vacancies in shift coverage; and creates, updates and publishesschedules.

Monitors, answers, dispatches telephoned communications for Water & Sewer Emergency Service from the public, 311 and 911 Radio Communications 24/7; answers, dispatch, and monitors e-mailed Water & Sewer emergency requests through radio communication 24-7; ensures service requests and work orders are entered into Cityworks.

Performs all dispatcher functions and tasks during periods of excessive call volume; coordinates repair and maintenance activities with repair crews, other departments and contractors; maintains related records on the disposition of required repair and maintenance tasks; assists in researching data related to service problems; receives transmissions about problem resolution and requests for sevice via radio from repair crews and police; processes very time-sensitive federal/state sanitary sewer spill and overflow (SSO) reports; and answers customer billing inquiries.

Assists in training staff on equipment operation, established work procedures, and departmental guidelines; assists in training employees on how to use current equipment and software to improve the timeliness of completing tasks; and maintains an open-door policy so employees can ask questions or seek help after hours by radio or cell phone.

Minimum Qualifications: 

Associate degree in Business, Public Administration, Communication, or a related field; two years of experience in radio communications, utility customer service, call center dispatch, or related work; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job. 

Specific License or Certification Required: Must possess and maintain a valid Georgia driver’s license.