This is advanced communications work in a centralized communications center for the Miami-Dade Water and Sewer Department.

Employees in this class are responsible for operating dispatching equipment; receiving, evaluating, and responding to telephone complaints and requests for information; and for monitoring alarm systems in a twenty-four hour seven-day week central communications center. Responsibilities include operating radio equipment to dispatch complaints and relay information, receiving telephone complaints from water and sewer customers, monitoring alarms and relaying data, completing telephone and complaint statistical reports, and compiling and completing other reports, logs and summaries. Some independent judgment is required in handling water and sewer service requests and in coordinating efforts to resolve problems. Supervision is received from an administrative superior who reviews work through personal observations and written reports for satisfactory completion of assigned responsibilities.

ILLUSTRATIVE TASKS

Operates a radio console to receive and prioritize water and sewer-related complaints and relay information; dispatches calls for emergency and non-emergency calls for service; monitors status of field units; and records actions on radio log and automated customer information system.

Operates the ACD phone system and other communications equipment in receiving calls, determining the nature, geographic location, jurisdiction, and priority of the incident.

Monitors alarms and pumps at sewer lift stations and relays information to field units as required; operates paging system to send priority messages and work orders to field units.

Completes telephone and complaint statistical reports on a daily basis; accumulates information on a weekly and monthly basis and enters into computer terminal.

Reports and requests orders for flat tires and towing of departmental vehicles; completes abnormal discharge reports and follow up reports in the event of sewer spills and notifies governmental regulatory agencies.

Orders barricades and the servicing of barricades for field units after hours and on weekends to secure hazardous areas.

Reads hard copy and electronic maps and atlases to determine areas of responsibility and actions that are required.

Reports hazardous situations called in by field units to appropriate police, fire/rescue, or public safety agency authorities.

Advises fire departments of fire hydrants that have been repaired, put out of service or are being flushed.

Advises appropriate department work units and government agencies in the event of water off in large areas or for extended periods of time.

Performs minor maintenance tasks on communications center equipment, including resetting console equipment and documentaing and preparing malfunction reports or shift tranfer sheets for equipment repairs.

Performs related work as required.

KNOWLEDGES, ABILITIES, AND SKILLS

Considerable knowledge of radio transmitting techniques and procedures applicable to the dispatch of water and sewer mobile units.

Considerable knowledge of water and sewer field operations.

Considerable knowledge of the records, forms, logs and reports applicable to centralized communications center operations and activities.

Knowledge of actions required as the result of alarm conditions.

Knowledge of departmental customer service policies and procedures.

Knowledge of maps and atlases used to identify the location of water and sewer facilities.

Knowledge of departmental customer service policies and procedures.

Ability to discuss water and sewer complaints with customers and explain departmental procedures.

Ability to communicate effectively with customers and field units using telephones and radio equipment.

Ability to carry out verbal and written instructions.

Ability to prepare and maintain reports, records and other documents.

Ability to react calmly and quickly in emergency situations.

Ability to speak clearly using good diction in the expression of ideas and information.

NEW 10-95