This is administrative and supervisory work assisting in the management of the Miami-Dade Water & Sewer Department's 24 hour Emergency Call Center.

An employee in this class is responsible for directing and overseeing an assigned shift of employees engaged in answering emergency and non-emergency calls from customers, departmental personnel, the general public and other agencies. Duties include handling the more difficult or complex calls; handling administrative tasks required by the department or various regulatory agencies and interpreting and explaining departmental policies, procedures and service charges. Employees exercise independent judgment in resolving customer complaints by making adjustments to customer's accounts, providing and extending service and assisting in the efficient and effective management of the center. General supervision is received from an administrative superior who reviews work through personal conferences and written reports for satisfactory completion of assigned responsibilities and who holds the incumbent responsible for the effective supervision of their respective shift.

ILLUSTRATIVE TASKS

Monitors and supervises the operation of subordinates on an assigned shift through assignment and review of their work; resolves operational problems and assists in the efficient and effective management of the communications center.

Provides substitute emergency and non-emergency dispatching support to field crew personnel; assures public notification of hazardous conditions by posting and submitting supplemental Domestic Waste Water reports to regulatory agencies.

Provides direction and information to departmental customers; establishes water service after-hours; assists in settling customer disputes for sewer call-out services; handles complaints concerning hazardous conditions that may be the responsibility of other departments and/or municipalities; conducts investigations and coordinates assigned functions for field units.

Trains dispatchers in basic and advanced dispatch techniques used to dispatch emergency and non-emergency personnel, revised operational procedures, standardized departmental rules, and regulatory agency notification; develops and recommends teaching aids and materials for on site instruction of employees.

Assists in maintaining contact with upper management, investigative units and the Office of Emergency Management during an emergency activation.

Compiles information for reports concerning the results of inspections and submits findings to supervisors and other departmental personnel.

Maintains logs and updates on-call list for various divisions and sections for the department and other agencies.

Enforces departmental rules, regulations, procedures and agreements with respect to spill notification, on-call repair crews, towing and other repair services.

Makes recommendations regarding hiring, discipline and promotion of subordinates; authorizes leave and overtime; evaluates and rates employee performance.

Organizes and adjusts various dispatch assignments to incorporate special equipment; analyzes and recommends improvements in dispatch procedures and processes, assignments, and radio and data terminal usage.

Assists in retrieving audio data from voice recording system in response to requests for information and to support training and quality control programs.

Performs related work as required.

KNOWLEDGES, SKILLS AND ABILITIES

Considerable knowledge of departmental rules, regulations and procedures utilized in the automated radio dispatching of emergency water & sewer personnel.

Considerable knowledge of the operating characteristics of computerized dispatch systems.

Considerable knowledge of dispatch techniques and procedures used in computerized dispatch systems.

Considerable knowledge of the department's Customer Information System (PS-CIS), Supervisory Control and Data Acquisition system (SCADA) and the DOFIN systems.

Knowledge of supervisory principles and practices.

Knowledge of the principles of management, public and business administration and their application to water and sewer communications center operations.

Knowledge of public relations principles.

Ability to supervise a staff of supervisory employees in a manner conducive to full performance and high morale.

Ability to implement administrative programs and procedures and to evaluate their effectiveness.

Ability to establish and maintain effective working relationships with supervisors, subordinates, departmental officials and the public.

Ability to express ideas clearly and concisely, verbally and in writing, to groups and individuals.

Ability to analyze a variety of administrative problems and make sound recommendations for their solution.

Ability to work in a high stress environment

Ability to react promptly and correctly in emergency situations.

Ability to train subordinates in dispatch techniques and in new and revised operational procedures.

Ability to adjust dispatch assignments in response to a variety of changing circumstances.

NEW/3/16/2007