OPERATIONS DISPATCHER, SENIOR

JOB DESCRIPTION

OPERATIONS DISPATCHER, SENIOR
(DISTRIBUTION DIVISION)

WATERWORKS Human Resources Department
700 Town Center Drive, Suite 200

Newport News, VA 23606
NEWPORT NEWS, VA Phone: (757) 926-1800

CITY OF OPPORTUNITY Fax: (757) 926-1825

GENERAL STATEMENT OF RESPONSIBILITIES

Under general supervision, this position is responsible for performing dispatch operations on a 24-
hour basis for Public Utilities and provides the most difficult administrative support and related
functions for the Distribution Division. Serves as a lead worker. Reports to the Staff Supervisor.

ESSENTIAL JOB FUNCTIONS

Receives emergency and non-emergency service related phone calls, e-mail and work orders from
departmental staff, and inquiries from customers and the general public that frequently require
interpretation, data research and analyzing, judgment in determining the appropriate response, and
explanation of policy and procedure.

Maintains the status and location of crews in order to provide the most effective dispatch; responds
to public inquiries as necessary. Dispatches crew, responsible party or other field personnel;
dispatches on-call work crews as needed according to emergency recall procedures; keeps
supervisors and management staff briefed on emergency situations; notifies Police and Fire
Departments of emergency situations; coordinates Miss Utility requests as needed.

Trains all dispatch personnel in dispatch operations and provides periodic training for other division
personnel. Assists with the most complex technical problems and situations and serves as lead
worker in absence of Staff Supervisor. Reconciles work completion with work order requests.

Performs administrative support such as completion of work processing, spreadsheets, data entry or
retrieval. Maintains various file systems and records, obtains and updates emergency contact and
utility locator reference, and provides input for unit guidelines and manual updates.

Performs other duties as assigned.

PERFORMANCE STANDARD

Employees at all levels are expected to effectively work together to meet the needs of the community
and the organization through work behaviors demonstrating the City’s Values. Employees are also
expected to lead by example and demonstrate the highest level of ethics.

REQUIRED KNOWLEDGE


Telecommunications — Knowledge of transmission, broadcasting, switching, control, and
operation of telecommunications systems.

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Customer Service – Thorough knowledge of principles and processes for providing customer
services. This includes setting and meeting quality standards for services and evaluation of
customer satisfaction.

REQUIRED SKILLS


Interpersonal Relationships – Develops and maintains cooperative and professional relationships
with employees, managers, and representatives from other departments and organizations.
Effectively responds to and resolves inquiries and disputes. Shares knowledge with staff for
mutual and departmental benefit. 

Judgment/Decision Making — Evaluates the best method of research and then exercises
appropriate judgment in establishing priorities and resolving complex matters. Considering the
relative costs and benefits of potential actions to choose the most appropriate one.

REQUIRED ABILITIES 

Communication – Excellent ability to communicate complex ideas and proposals effectively so
others will understand to include preparation of reports, agendas, and policies. Excellent ability
to listen and understand information and ideas presented verbally or in writing. 

Time Management - Ability to plan and organize daily work routine. Establishes priorities for the
completion of work in accordance with sound time-management methodology. 

Mathematics – Ability to perform mathematical calculations involving customer accounts and
bills.

EDUCATION AND EXPERIENCE

Requires a high school diploma and 5-7 years of related experience, or an equivalent combination of
education and experience. 1-2 years of lead or supervisory experience preferred.

ADDITIONAL REQUIREMENTS

Acceptable general background check to include a local and state criminal history check.

PHYSICAL REQUIREMENTS 

Requires the ability to exert light physical effort in sedentary to light work. 

Some lifting, carrying, pushing and/or pulling of objects and materials of light weight (5-10
pounds). 

Tasks may involve extended periods of time at keyboard or work station.

SENSORY REQUIREMENTS 

Some tasks require the ability to perceive and discriminate sounds and visual cues or signals. 

Some tasks require the ability to communicate orally.

ENVIRONMENTAL EXPOSURES

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Essential functions are regularly performed without exposure to adverse environmental conditions.

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