Lead Dispatcher

Lead/Dispatcher Department: Facilities Management Date: July 2012 Supervises: No Staff Supervisor: Chief of Administration

Job Description

Purpose:

To perform dispatch and telephone answering tasks in conjunction with 24-hour service. Coordinates all requests for maintenance service, emergency action or general inquiries from staff, residents and the public. Monitors dispatch activities, performs quality control checks, and reports on accuracy. Assists in the coordination and scheduling of the multi-shift dispatch operation.

Essential Tasks of the Position:

Performs dispatch services and coordinates all action required to bring satisfactory services and information to residents, staff, police/fire departments and general public.  Receives and accurately records all incoming calls  Responds through prompt and accurate action in order to bring effective coordination of appropriate personnel, i.e., PHA personnel, police, fire or other outside agencies in accordance with agency policies, practices and procedures  Records all calls, work orders, inquiries and information received and files accordingly  Maintains current and accurate list of all emergency personnel and contact telephone numbers  Keeps track of the location of maintenance personnel who are on duty  Coordinates activities of maintenance and/or administrative personnel throughout the day  Monitors energy management computer Performs responsible tasks associated with the work order system  Accepts telephone requests for maintenance services, operates automated work order system and records work orders into system  Generates work order data suitable for inclusion into PHMAP reporting system  Adds, changes, closes, and voids work order records consistent with departmental policies Performs quality control reviews and generates appropriate reports  Examines the activities of the multi-shift dispatch operation, reviews data input records for accuracy and completeness  Assists with the training of dispatchers and fill-in dispatchers on the automated work order system  Responsible for maintaining the DPS work order system data files, including adding, changing and deleting appropriate scheduled maintenance, employee, and service code records  Designs report queries as directed by supervisor, generates daily, weekly, and monthly reports Performs duties as required or assigned  Covers for other support personnel on leave, vacations, unfilled vacancies including shift changes, as assigned  Assists in the scheduling of personnel assigned to the dispatch operation, as required  Troubleshoots system problems and recommends solutions to immediate supervisor  Maintains a high degree of confidentiality, as mandated

PROVIDENCE HOUSING AUTHORITY

Position Description

Secondary Tasks of the Position:

 Works on special projects, as assigned  Performs other duties as assigned within the job classification

Position Requirements and Qualifications:

Education Level  High school diploma, required  Ability to understand English language to an acceptable level, required  Ability to speak Spanish, preferred Experience in Related Field  Previous clerical experience required  Minimum of 3 years’ experience as a dispatcher for a public housing agency or related organization Knowledge, skills, abilities, licenses and certifications  40 WPM typing from rough draft/telephone messages  Working knowledge of word processing  Ability to work harmoniously with other agency personnel  Ability to relate to and interact with elderly/disabled and family residents in low and moderate income housing settings  Ability to be flexible and perform work under time pressure  Ability to give directions to others  Ability and willingness to learn appropriate skills, accept responsibility and to complete assignments, as directed Environmental Parameters  Ability to work in office environments throughout the agency Physical Demands  Strength: Not applicable  Type: Ability to perform clerical duties, typing, filing, bending over to low files, reaching high files  Ability to exert up to 50 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move an object  Work involves sitting most of the time but may involve walking or standing for brief periods of time

Work Schedule:

Ability to work a 40 hour week including Saturdays, Sundays and holidays. The normal eighthour

shifts are:

 8:00 a.m. to 4:30 p.m.  4:00 p.m. to 12 Midnight  12 Midnight to 8:00 a.m.  Must have the ability to work flexible hours including ability to be on-call 24 hours a including nights, weekend days and holidays and overtime, as assigned  Must have the ability work other than their assigned shift in order to coordinate and assist with the multi-shift dispatch operation

Equipment Used:

 Competency in operating word processor, computer, printers and general office equipment, 2-way radio, beeper system, intercom and other equipment including multi-line telephone and fax

PROVIDENCE HOUSING AUTHORITY

Position Description

Aptitude Requirements:

Cognitive

Analytical:

 Ability to collect data, establish facts and draw conclusions  Ability to solve practical problems and deal with a variety of concrete variable  Ability to interpret a variety of instructions furnished in written, oral, or schedule form

Communication:

 Ability to log in data and draft data summaries  Ability to record and deliver information  Ability to answer inquiries from others including residents/public  Ability to converse with disgruntled residents and the general public

Mathematical:

 Ability to deal with system of real numbers  Ability to compile, compute and present mathematical information  Ability to use practical application of fractions

Administrative Detail:

 Ability to complete forms, record and locate data accurately  Ability to pay close attention to detail and accurately distinguish data Manual

Motor Coordination:

Ability to accurately reach, feel or handle equipment used in daily routine Finger Dexterity  Ability to pick, pinch or otherwise work with fingers to operate above equipment

Manual Dexterity:

 Ability to seize, hold, grasp, turn or otherwise work with hands to operate above Visual

Near Vision:

 Clarity of vision at 20 inches or less

Mid-range Vision:

 Clarity of vision at distance of more than 20 inches and less than 20 feet

Far-range Vision:

 Clarity of vision at a distance of more than 20 feet Disclaimer The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed. The requirements for this position are indicative of the physical and mental capacities needed to satisfactorily perform the duties for the position. Reasonable accommodations, as required by the Americans With Disabilities Act will be granted wherever possible