Find The RightJob.
STAFF SUPERVISOR
JOB DE SCRIPTION STAFF SUPERVISOR
(OPERATIONS DISPATCH UNIT)
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 limited supervision, this position is responsible for supervising and coordinating the
administrative support responsibilities for the operations dispatch unit, Miss Utility, maintenance
and repair, and inspection units . Reports to a Water Distribution Superintendent.
ESSENTIAL JOB FUNCTIONS
Responsible for the effective supervision and administration of the operations dispatch unit including
scheduling, leave approval, maintaining personnel files, creating and maintaining unit’s forms,
policies and procedures, performance management, employee relations, prioritizing and assigning
work and related activities.
Provides input and guidance for the resolution of unique customer inquiries or complaints; handles
the most difficult customers or problems; completes database documentation, back charge reports
and related forms. Analyzes reports to identify trends and performance levels; makes
recommendations for improved level of service. Serves as liaison between work unit and other
agencies, management, and outside organizations to include providing division support of special
projects. May act as dispatcher as needed.
Serves as technical expert for the computerized customer information service system; completes
system updates to the Miss Utility of Virginia and the on-line ticket response system to include
response codes, processes, service area mapping, and current account access permissions to ensure
adherence to state governed excavation and utility piping location response requirements.
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 the use of telecommunications equipment to include
utilization of a 2-way radio.
Page 1 of 3 Revised: 08/01/2015
- Customer Service — Extensive knowledge of principles and processes for providing customer
customer satisfaction.
- Technology – Knowledge of general office equipment and personal computers to include word
practices, procedures and administration.
- Supervision - Knowledge of leadership techniques, principles and procedures to assign work,
REQUIRED SKILLS
- Interpersonal Relationships – Develops and maintains cooperative and professional relationships
with employees at all levels, representatives from all departments, and outside agencies.
Effectively responds to and resolves complex inquiries and disputes.
- Coordination of Work – Ability to establish and implement effective administrative programs and
completion of work in accordance with sound time-management methodology. Performs a broad
range of supervisory responsibilities over others.
REQUIRED ABILITIES
- Judgement/Decision Making – Ability to use logic and reasoning to understand, analyze, and
evaluate situations and exercise good judgment to make appropriate decisions.
• Communication – Ability to effectively communicate ideas and proposals verbally and in writing,
to include the preparation of detailed logs which include numerical information.
• Mathematics – Ability to perform mathematical calculations involving customer accounts and
bills.
EDUCATION AND EXPERIENCE
Requires an Associate’s Degree and 3-5 years of progressively responsible experience with 1-2 years
of lead or supervisory experience, or equivalent combination of education and experience.
ADDITIONAL REQUIREMENTS
An acceptable general background check to include a local and state criminal history and a valid
driver’s license with acceptable driving record.
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
- 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.
Page 2 of 3 Revised: 08/01/2015
ENVIRONMENTAL EXPOSURES
Essential functions are regularly performed without exposure to adverse environmental conditions.
Page 3 of 3 Revised: 08/01/2015
© 2026 Qureos. All rights reserved.