Dispatcher III

All qualified applicants will receive consideration for employment without regard to disability status, veteran status, or other legally protected status

PAY DETAILS:
This is an hourly position listed at $21.39 per hour.

SHIFT DETAILS:
This is for second shift. Shifts will start as early as 7:00 am and end as late as 10:00 pm. This would include weekends and holidays and is subject to change. Our Operations Center is a 24/7 operation.

SUMMARY DESCRIPTION:

Trains in all computer programs and processes associated with the Operations Center. Under the guidance of a trainer, monitors system for outage occurrences, evaluates outages, and notifies crews for power restoration efforts. Trains on the ability to create, monitor, review, and assign service orders. Utilize radio and phone communication to effectively exchange information with consumers and other company employees.

REPORTING RELATIONSHIPS:

• Reports to: Operations Center Supervisor
• Directs: None

• Dispatches personnel in response to customer calls for the cooperative.
• Communicates with field personnel to facilitate the restoration of service during outages. Assists with the location of crews and defective equipment during outages.
• Models switching/back feeding in OMS/SCADA with assistance.
• Maintains daily Operations Center records and updates OMS/SCADA database and maps.
• Monitors alerts in Command Center, perform functions when needed.
• Review and resources service orders.
• Manages and reviews mobile service order application (Flex).
• Generate additional service orders as needed.
• Ensures the transition of work in progress is accurately relayed to incoming personnel during shift changes and breaks.
• Arms/Disarms and monitors security system to detect facility security or breach of security. Contacts supervisor/manager of security breaches.
• Lock/unlock gates/doors upon request of authorized JOEMC personnel/contract crews.
• Monitors temperature in server rooms and notifies proper personnel of abnormalities.
• Answers radio and phone calls directed to the Operations Center.
• Records and tracks crew locations.
• Directs/handles CRC calls/emails directed to the Operations Center and keeps all informed of large spread outages.
• Works toward completing Field Knowledge program according to schedule.
• Learns and adheres to all safety protocols, especially in performing operations in RTAC.
• Trains in the operation of SCADA, CVR, and other DER equipment.
• Begins course work in Module One of the Northwest Lineman College System Operator Certification Program.

• Working knowledge of computer terminals and set up process. (i.e., printers and email)

• Knowledge of service area and Jones-Onslow’s distribution system.
• Basic knowledge of cooperative transmission and other PODs.
• Basic knowledge of Jones-Onslow service types and rate schedules.
• Basics of Customer Information System which includes creating members, member account information to include billing, payments, due dates, cutoff dates, arrangements and payment options, along with basic knowledge of FlexPay.
• Understanding of credit scoring process and parameters for deposit requirements.
• Knowledge of safety procedures applicable to both the operations center and outside personnel, Emergency Action Plan, ability to take online safety training classes, and how to access Safety Data Sheets.
• Basic knowledge of member offerings in energy solutions.
• An understanding of return check policies, membership agreements, and electrical inspections.
• Familiarity of cooperative mission statement, strategic plan and seven cooperative principles.
• Familiarity with security lights for identifying, billing, and mapping purposes.
• Basic knowledge of Outage Management System including correct use of cause and equipment codes, crew management, identification of substations, circuits and device types, outage completion.
• Knowledge of restoration procedures.
• General knowledge of Outage reports.
• General knowledge of mapping systems.
• General knowledge of AVL tracking in both OMS and GeoTab.
• General knowledge of service order process flows.
• An understanding of AMI meters, reporting, alerts workflow, commands, and readings, both kWh and Voltages
• An understanding of RTAC HMI screens and functions. Ability to perform three-part communication and place/remove one-shots confidently and accurately.
• General knowledge of standby book with ability to update information.
• General knowledge of OneNote and OneDrive and information housed in each.
• An understanding of intersecting relationships between all departments within Jones-Onslow.
• Introduction to critical thinking to assist members with power quality issues.
• An understanding of electrical inspections policies.
• Familiarity with holiday schedules and impacts to billing and collections schedules.
• Familiarity with various communications options to members including Mass communications and social media outlets.

• High school diploma or equivalent. Education beyond the high school level highly desired.
• Ability to communicate with internal and field representatives in a competent and professional manner.
• Ability to make appropriate decisions as to the response required for calls after-hours.
• Ability to record and relay accurate messages while using telephone or two-way radio.
• Excellent computer skills are necessary for data input, retrieving computer data, and other related activity.
• Excellent written and verbal communication skills.
• Must be able to follow verbal and written instructions.
• Must be able to attend work on a regular and predictable basis.
• May be required to work in a seated position for continuous periods of time.
• Ability to perform at a high level during stressful events.
• Aptitude for new technologies and software programs to include Meridian and our Outage Management System.
• Ability to quickly learn company policies, procedures, and programs and develop an understanding of the company’s service territory.
• Ability to distinguish the difference between colors for the purposes of tracing electrical circuits.

THREE LEVELS OF THIS POSITION:

Dispatcher III is an entry-level position and the employee will be training in basic working knowledge of systems, procedures, and processes to perform assigned functions with moderate reliance on others.

Dispatcher II is a promotion from Dispatcher III and the employee is required to apply a basic working knowledge of systems, procedures, and processes to perform assigned functions independently during after-hours shifts. 

Dispatcher I is a promotion from Dispatcher II based on the ability to successfully handle a broad range of duties in support of the day-to-day Operations Center effort. Work is performed with minimal supervision and requires a high degree of evaluative ability and judgment.

WORKING CONDITIONS:
Shifts to provide 24-hour coverage of Operations Center, Monday through Sunday, which includes holidays. Normal working conditions inside an office building with heating and air conditioning. Subject 24-hour callout for emergency conditions.