Overview

The Dispatcher Clerk is responsible for assisting the public through various modes of communication, including in- person and creating service requests for the appropriate responsible Public Works section to respond to the issue. The dispatcher also monitors radio communication, SCADA (Supervisory Control and Data Acquisition), Work Yard security cameras and calls out staff for after hours situations.

Examples of key responsibilities include, but are not limited to:

• Operating a multi-phone line system and taking calls from the public and other sources.
• Providing customer service functions for external & internal customers, including in person.
• Responding to these calls through service requests created using Infor Public Sector (IPS).
• Calling out staff, outside of business hours, including during emergency situations.
• Monitoring the operations of Richmond’s SCADA System for Flood, Water, Sewer and Roads sections, which includes monitoring of the city’s Pump stations.
• Monitoring, recording, and reporting information received concerning weather conditions, interdepartmental building alarms and security and Works Yard access.
• Performing clerical duties including data entry of time sheets.
• Providing information and customer service to internal and external customers.
• Providing training when necessary.
• Performing other duties as required.

Knowledge, Skills & Abilities:

• Knowledge of departmental functions, procedures, rules and regulations relative to the work performed.
• Knowledge of municipal streets and traffic routes.
• Knowledge of public works crew assignments and of the equipment, materials and work-related terms used in operations.
• Skilled in providing customer service in a multitasking environment, through multiple sources, including in-person
• Skilled in the use of radio, telephones and multi-phone line systems.
• Knowledge and experience working with MS Office Suite applications such as Word, Outlook, Excel and SharePoint.
• Ability to speak directly, clearly, and concisely while handling inquiries in a prompt manner with tact and accuracy.
• Ability to exercise sound judgement in determining the urgency of situations before alerting senior staff and/or dispatching crews.
• Ability to process large amounts of information and exercise sound judgement and decision making to effect quick and accurate decisions reflecting departmental policy and process.
• Ability to establish and maintain effective working relationships with others.
• Ability to work under minimal supervision.
• Ability to perform word processing and data entry with a high degree of accuracy.
• Ability to learn and use Infor Public Sector (IPS), SCADA, SharePoint, PeopleSoft, and/or other software programs required of the job.
• Must be available to work all 3 shifts types (day, afternoon & midnight), especially midnight shifts.
• Comfortable working alone.
• Ability to successfully clear a Police Information Check.

Qualifications and Experience:

• Completion of Grade 12 or equivalent plus up to one (1) year of experience in dispatch, radio communication, r and customer service; or an equivalent combination of training and experience may be considered.
• Attention will be given to candidates available to work midnight shifts.
• Attention will be given to candidates with experience in a municipal or public works environment.
• Previous experience with IPS, SCADA, and/or PeopleSoft is preferred.

Working Conditions:

Work is performed in an office environment where some sitting and concentrating at a computer monitor is required.