B. Position Function: To assist the Cooperative in rendering prompt, courteous, and reliable dispatch services to member-owners by collecting pertinent customer information regarding power outages and coordination with service personnel to resolve outage situations. In addition, the dispatcher maintains accurate chronological records of significant events in sufficient detail to satisfy legal and operational requirements in the reconstruction of the occurrence The dispatcher’s position regular hours of work are after normal business hours including weekends/holidays.
C. Reporting Relationships: 1. Reports to: Dispatch Supervisor
D. Duties and responsibilities: 1. Maintains contact with and provides information as necessary with cooperative personnel through the radio and telephone system. 2. Receives, enters and manages outage tickets, trouble calls, and emergency calls from member consumers in the Cooperative’s NISC and Outage Management Systems (OMS). 3. May be required to operate the Cooperative’s Supervisory Control and Data Acquisition (SCADA) system to place protective devices on one-shot and enter hot line tags for protection of line personnel. 4. Provides customer service as needed. 5. Interacts with member accounts through regular direct contact to ensure customer satisfaction and on-going communication. Protects and keeps all member information confidential as per our company policies. 6. Dispatches servicemen, as needed, to handle and restore service to consumer, including power outages and other problems. 7. Provides servicemen with necessary information to restore service. 8. Serves on-call per CVEC’s policies. 9. Performs routine housekeeping in the Dispatch Center as needed. 10. This list of duties and responsibilities is not intended to be all-inclusive and can be expanded to include other duties or responsibilities that management deems necessary.
E. Internal Relationships: 1. Dispatch Supervisor – Requests advice and assistance and confers on operational problems; provides advice, assistance and information on employee development, work planning, policy planning and other areas as assigned. 2. Managers and Supervisors – Work with all departmental managers and supervisors including working directly with billing and information technology supervisors to coordinate CVEC’s electrical requirements. The Dispatcher exchanges information and job experiences that would be mutually beneficial to each functional area within the Cooperative. 3. Other Employee – Maintains harmonious, courteous and understanding relationships, while fostering a collaborative teamwork environment.
F. External Relationships: 1. Member-Owners -Work directly with member owners as the initial contact for resolution of emergency/hazardous conditions and consumer trouble calls. 2. General Public – Presents a friendly, courteous and helpful image for the Cooperative. 3. Power Companies and Other Cooperatives – Exchanges information that would be mutually beneficial and to maintain good working relationships, particularly with the power supplier’s dispatch and control center. 4. Legal and Regulatory Agencies – Maintains professional relationship with agencies and organizations involved in safety and other applicable regulations.
G. Authorities and Accountabilities: 1. The Dispatcher is responsible for collecting pertinent customer information regarding outages, entering information into the cooperative’s NISC and OMS systems and coordinates with company personnel to resolve the outage situation. Work may be varied; problems are difficult, and methods and procedures are defined, and judgment is required to apply them to work. This position has limited authority through the Dispatch Supervisor to make decisions that may have moderate impact on Cooperative operations. The Dispatcher recognizes the need to understand the Cooperatives best interests can be directly affected by his/her actions.
H. Position Requirements: 1. Skills and knowledge normally acquired through a high school diploma. 2. Minimum of one-year prior experience in related position. 3. Excellent attention to detail. 4. Good oral communication skills. 5. Must be honest and trustworthy. 6. Must have excellent computer skills and be able to master new concepts and unfamiliar software quickly and efficiently. 7. Must have the ability to read and follow operations and safety manuals. 8. Must be able to follow directions and work with journeyman, serviceman, apprentice lineman, warehouse and office personnel as appropriate. 9. Must be able to prioritize and manage multiple tasks with exceptional accuracy and completion with no supervision. 10. Must be able to attend work on a regular and predictable basis. Regular work hours include nights, weekends and holidays. Regular hours may include overtime as needed. 11. Must possess a valid New Mexico driver’s license or ability to obtain license prior to employment. Must be eligible to be and remain insured as a driver by the Cooperative’s group liability policy for the automotive fleet. 12. Must attend May Day safety meeting. This involves how to respond to a crew during an emergency call. 13. Must be able to learn and utilize CVE’s OMS, NISC and SCADA systems.
I. Physical Demands: 1. Works in a climate-controlled office environment. 2. Job requires sitting, standing, walking, bending and reaching. 3. Light lifting up to 25 pounds as required. 4. Requires good finger dexterity, repetitive motions with hands and fingers. 5. Requires good vision, hearing and speaking abilities. 7. Must be willing to submit to random alcohol and drug testing per company policy.
Confidentiality Acknowledgement: Dispatcher acknowledges the need of confidentiality of all cooperative matters and further acknowledges that no information of a confidential matter will be released or communicated without the express authorization of the General Manager.
Central Valley Electric Cooperative is a rural electric distribution cooperative located in Artesia, New Mexico, United States. Incepted in 1937, we serve over 4,000 consumers, over 15,000 meters and over 4,200 miles of line in rural southeastern New Mexico.