Operations Response Center Operator Trainee

2 months ago

Seattle, Washington, United States City of Seattle Full time
Position Description

Seattle Public Utilities (SPU) Risk and Quality Assurance Division is recruiting for an Operations Response Center (ORC) Trainee.

ORC Operators serve as the designated point for utility emergency response, service calls, and other communications to employees, customers, and the general public.

This position has a training program involving classroom, field, and on-the job training. This position reports to the Operations Response Center Manager.

About Seattle Public Utilities:

Seattle Public Utilities (SPU) is a community-centered utility that delivers vital services to Seattle residents and businesses including drinking water, drainage and wastewater, and garbage/recycling/compost.

SPU also provides drinking water for 1.5 million customers in the region. SPU's work includes system maintenance and improvements and keeping Seattle clean.

Over 1,400 SPU employees work with our community to provide affordable and equitable stewardship of our water and waste resources for future generations.

For more information about Seattle Public Utilities (SPU), check out the:
SPU commits to Our City Values and Race and Social Justice as core principles that guide our work. We actively take steps to dismantle systemic racism and increase service equity. We value diverse life experiences and strive to create a workplace that is welcoming to all. We take steps to be inclusive and equitable in our recruiting, hiring and promotional opportunities.
Why join us?We know work isn't only about what you do, it's also about who you work for and with SPU provides a fun and family-friendly work environment that supports a work life balance, including:?
Family-friendly and multicultural work environment?
Generous benefits package??
Free Orca Pass
City pension plan with employer/employee contributions.?
Growth potential and advancement opportunities

Job Responsibilities

During the training period, you'll learn how to:

Manage being the point of contact of water, drainage and wastewater utility emergency response, service calls, all field communications, and all 24-hour notifications.

Maintain responsibility for the central dispatch, triage, and communication function for all natural and human-made emergencies with interdepartmental government agencies such as Police, Fire department, Seattle City Light, Seattle Department of Transportation, Seattle Parks, King County, Wildlife Fish and Game, Eastside Search and Rescue etc.

Develop, implement, review, practice, and update emergency response protocols and system maintenance response protocols for all natural and human made hazards.

Resolve routine customer matters relevant to utility infrastructure and services, interacting with city-wide Customer Service Centers as needed.
Conduct centralized communication to field employees performing emergency and planned work within each utility line of business.
Operate, test, and maintain communications, security, and other automated systems. Perform check-in/outs with field staff.

Respond to security protection system alarms, investigate alarm situations, assess events, communicate information, direct, and initially coordinate first responders as needed.

Coordinate with local law enforcement and other local jurisdictions.
Monitor SPU Card key system, which includes monitoring access rights for cardholders, monitoring and troubleshooting alarms.
Monitor cameras and alarms at various facilities and respond per procedures.
Document incident information, analyzes data, and prepares reports.

Please note this job advertisement is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.

Duties, responsibilities, and activities may change at any time with or without notice.

Qualifications

Experience:
Two (2) years of experience in any the following:
Computerized dispatch or monitoring center such as computer helpdesk, call center, emergency medical, fire or police dispatch center, security monitoring service OR
Utility experience with a strong customer service focus.

Education:
A High School Diploma or GED Education and

Experience Equivalency:
Combinations of appropriate education, training, certification, and experience will be evaluated on an individual basis for comparability to the minimum education and experience requirements

Skills:
Must be able to type 35 words per minute

Desired Qualifications:
The ideal candidate should possess some of the following:
Extensive Utility knowledge of emergency protocols and procedures.
Knowledge of Utility infrastructure and security monitoring systems and procedures.
Proficiency in computerized systems and applications.
Must be able to provide excellent customer service to internal and external customers in a 24/7 emergency dispatch center.
Ability to enter acute amounts of data entry while multitasking critical emergency response calls, dispatch, and security monitoring.
Skilled in active listening, strong verbal, and written communication.
Ability to stay calm and resourceful in stressful situations, able to think clearly and take action with minimum supervision.
Extensive problem-solving skills, strong analytical and critical thinking skills.
Ability to work as a team member and provide timely and responsive customer service.
Ability to handle multiple tasks in a fast-paced environment and produce work under tight deadlines, consistently.

More than two years of experience working in a computerized dispatch or monitoring center such as computer helpdesk, call center, emergency medical, fire or police dispatch center.

Experience working in a team environment, ability to build and maintain effective working relationships across different departments and workgroups and working effectively within a multi-cultural workforce serving a diverse customer base.


Working Environment/Conditions:
Must be available to work weekends, holidays, and all shifts (day, swing, and graveyard) on an as-needed basis.
Must be available to work extended shifts during emergencies, extreme weather events, and natural disasters.
Work schedule reflects seven day, 24-hour operation and most work is performed in an office environment.
No telework or flex scheduling option for this position.

Additional Information

Application Requirements:

How to Apply:
In addition to fully completing the online application, please attach your resume and cover letter. Your cover letter should address your knowledge and experience related to the position.
*An incomplete Application Package will not be considered

As a part of the application process, the most competitive candidates will be invited to take skill tests (typing test) and interview.

Due to the fiduciary responsibilities of the position, a job offer is contingent on review of a background check including criminal history as well as information provided by the applicant as part of the application process.

This hiring process involves a background check of conviction and arrest record in compliance with Seattle's Fair Chance Employment Ordinance, SME Applicants will be provided an opportunity to explain or correct background information.

The full salary range for this position is $33.23- $38.66 Hourly.

Benefits:

The City of Seattle offers a comprehensive benefits package including vacation, holiday, and sick leave as well as medical, dental, vision, life and long-term disability insurance for employees and their dependents.

More information about employee benefits is available on the City's website at:

Who may apply:

The City of Seattle encourages people of all backgrounds to apply, including people of color, immigrants, refugees, women, LGBTQ, people with disabilities, veterans, and those with diverse life experience.

This position is open to all qualified candidates that meet the minimum qualifications. The City of Seattle values diverse perspectives and life experiences.

Applicants will be considered regardless of race, color, creed, national origin, ancestry, sex, marital status, disability, religious or political affiliation, age, sexual orientation, or gender identity.

If you have any questions, please contact Uma Suseelan at Learn more about Seattle Public Utilities at our web page

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