Utility Services Dispatcher

Job Posting Information

SUMMARY/PURPOSE
To perform technical and clerical duties in the receiving of public complaints and the dispatching of City of Duluth utility crews, personnel, and other applicable agencies of emergency and non-emergency maintenance and service needs.

Essential Duties & Responsibilities (other duties may be assigned)

1. Assess, prioritize, and process information pertaining to emergency and non-emergency maintenance needs requiring the dispatch of personnel and equipment to work site locations and provide information to citizens and agencies.
2. Using two-way radio and telephone equipment, dispatch appropriate personnel and equipment to work sites as necessary or as directed, based on factors of safety, urgency, work schedules, and proximity of available crew to site locations.
3. Monitor and log all communications, arrival and departure times of all vehicles, equipment, and personnel.
4. Serve as liaison to receive and relay information radio transmissions from field personnel to appropriate staff or other agencies.
5. Interpret city maps for the purpose of guiding and assisting maintenance personnel in locating a work site or location of water and gas mains and sewer lines
6. Monitor computer telemetry systems, security systems, weather service reports regarding anticipated snowfall or other severe weather conditions; and alert City of Duluth personnel as necessary.
7. Provide basic Public Works & Utilities information to individuals, companies, agencies, and other City departments; respond to after-hours customer service inquires and coordinate service response with appropriate division.
8. Attend job related training courses to improve and/or enhance job performance, including training to effectively handle after-hours customer service functions.
9. Observe standard operating procedures and safety practices.
10. Perform related duties as assigned.

Job Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skills, and abilities required.

Education & Experience Requirements
A. Two (2) years of verifiable experience in a relevant dispatching, call center, or customer service oriented field.
B. Utility experience preferred.

Knowledge Requirements
A. Knowledge of utilities operations and computer capability.
B. Knowledge of City boundaries and street locations.
C. Knowledge of two-way radio operations, radio ten signals, and various.
D. Knowledge of the basic capabilities and functions of word processing application software.
E. Ability to communicate effectively orally and in writing.
F. Ability to establish and maintain effective working relationships with supervisors, peers, employees, and members of the general public.

Skill Requirements
A. Skill in record keeping.
B. Skill in communicating logically and accurately in oral and written form.
C. Skill in monitoring communications, telemetry, and weather equipment.
D. Skill in working effectively under stressful situations.
E. Skill in recording information accurately.
F. Skill in using general office equipment such as telephone, fax, copiers, and computers.
G. Skill in working independently or in a team atmosphere.
H. Skill in customer relations.

Ability Requirements
A. Ability to learn to operate two-way radio.
B. Ability to effectively prioritize and execute tasks in a high-pressure environment.
C. Ability to assess and prioritize Public Works & Utilities service needs.
D. Ability to efficiently coordinate work assignments according to the locations and schedules of the service crews, and the urgency of the request.
E. Ability to use and follow the Emergency Plan found in the Gas Operations & Maintenance Manual.
F. Ability to accurately maintain detailed records.
G. Ability to type, file and learn to use necessary office machines and computers.
H. Ability to make quick decisions, using good judgment.
I. Ability to be courteous and helpful to the public.
J. Ability to establish and maintain effective working relationships with all levels of City staff, outside agencies, and the general public.
K. Ability to communicate clearly and concisely, both orally and in writing.

Physical Ability Requirements
A. Ability to hear and speak sufficiently to exchange information in person and by telephone.
B. Ability to sit for extended periods.
C. Ability to work shifts and weekends.
D. Ability to read and interpret maps.
E. Ability to work independently with minimal direct supervision.
F. Ability to accurately read and enter numerical figures.
G. Ability to lift and carry office equipment and printed materials weighing up to 15 pounds.
H. Dexterity of hands and fingers to operate a computer keyboard and radio equipment.
I. Ability to attend work on a regular basis.

Selection Process Information

Education & Experience Review (100% of scoring process; 70 pass point)
Applicants meeting the minimum qualifications will be rated on the type (relatedness) and extent of their education and experience, as documented on their application and/or supplemental questionnaire. Applicants who pass the Education & Experience Review will have their names placed on an eligible list for this classification.

Safety Sensitive Job
This position is regulated by the Pipeline and Hazardous Materials Safety Administration (PHMSA) and is subject to ongoing random drug testing during employment.

Non-Discrimination
The City of Duluth is an equal opportunity and veteran-friendly employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, national origin, sex, marital status, familial status, age, sexual orientation, status with regard to public assistance, disability, genetic information, veteran status or activity in a local Human Rights Commission or any other characteristic protected by law.

Alternative Exam Process (does not apply to Charter Appointment, provisional, temporary, or part-time non-union selections)
For individuals who qualify under the Americans with Disabilities Act (ADA), alternative examination processes are available on an individual basis upon prior arrangement. Contact Human Resources at 218-730-5210, as soon as possible prior to the scheduled date of the exam. TDD services are available through 218-730-5630.

Work Eligibility
In accordance with the Immigration Reform and Control Act of 1986, the City of Duluth requires verification of identity and work eligibility at the point of hire.

Right to Appeal (does not apply to Charter Appointment, provisional, temporary, or part-time non-union selections)
Any applicant who has been found qualified to participate in a selection process for a position in the classified service who has reason to contest the validity or fairness of any step in the selection process may appeal to the Civil Service Board within 10 calendar days of the examination. (If the examination is an Education & Experience Review, the applicant must appeal within 10 calendar days of the closing date for accepting applications.) The notice of appeal shall be in writing, shall contain a complete statement of the matter in controversy and the relief requested, and shall be signed and dated by the appellant. The notice shall be addressed to the Civil Service Board and be delivered to the Human Resources Office. If an applicant wishes to file an appeal electronically, the notice should be sent by email to hrinformation@duluthmn.gov.

VETERANS' PREFERENCE
Does not apply to Charter Appointment, provisional, seasonal, temporary, or part-time non-union selections

To apply for Veterans’ Preference, the applicant must attach the required documents when submitting their application.

• Scan and combine all documents into one file before uploading it to the Attachments section of the application.
• Submitting this information is optional, but preference points cannot be awarded without it.
• Points are only awarded if the applicant passes all exams and submits all required documents to Human Resources.

OPEN SELECTIONS

Veteran

Required Documents:

• DD214 or DD215 ("Member-4" copy) showing honorable discharge.

Disabled Veteran

Required Documents:

• DD214 or DD215 ("Member-4" copy) showing honorable discharge;
• U.S. Department of Veterans Affairs (USDVA) Disability Rating Decision showing a service-connected disability rating of 10% or greater, dated within the past 12 months.

Spouse of Disabled Veteran

Required Documents:

• Marriage certificate;
• DD214 or DD215 ("Member-4" copy) showing honorable discharge;
• USDVA Disability Rating Decision showing a service-connected disability rating of 10% or greater, dated within the past 12 months.

Eligibility:

• The applicant must currently be married to the veteran;
• The veteran must meet the minimum qualifications for the position but be unable to use the preference because of a service-connected disability. The applicant must explain this in their response to the related question in the Agency Questions section of the application.

Spouse of Deceased Veteran

Required Documents:

• Marriage certificate;
• Death certificate;
• DD214 or DD215 ("Member-4" copy) showing honorable discharge;
• USDVA Disability Rating Decision showing a service-connected disability rating of 10% or greater.

Eligibility:

• The applicant must not have remarried;
• The veteran must have died during active duty or as a result of an injury received during active duty.

PROMOTIONAL OR INTERNAL SELECTIONS

Points are only awarded to Disabled Veteran’s score one time, on first promotional or internal only selection process after securing City employment.

Disabled Veteran

Required Documents:

• DD214 or DD215 ("Member-4" copy) showing honorable discharge;
• USDVA Disability Rating Decision showing a service-connected disability rating of 50% or greater, dated within the past 12 months.

Please refer to Minnesota Statute 197.455 for additional information about Veterans' Preference.

Eligible City of Duluth employees earn a competitive salary and benefits package, including:

• Vacation, Sick and Personal Leave
• Paid Holidays
• Medical Plan
• Dental Plan
• Life Insurance
• Flexible Spending Accounts
• Retirement Benefits
• Deferred Compensation
• Training and Advancement Opportunities
• Employee Wellness Program
• Employee Assistance Program