Position Summary

Incumbent will receive after hour emergency and customer service calls and will dispatch and monitor service personnel and/or work crews for Public Power Partners associated with NPPD’s after-hours call answering service. This position will receive after hour emergency and customer service calls for NPPD customers, and will dispatch and monitor NPPD after-hour reconnect for non-payment requests to line technicians and/or work crews, send signals to reconnect or disconnect customers, and/or document customer interaction. Real-time monitoring requires knowledge and immediate action of emergency protocols per utility. Multitasking between call taking and dispatching and monitoring will be prioritized by workload per NPPD protocols. Various reporting is required by this position. Incumbents may be required to provide coverage for shifts other than his or her normally assigned shift. Individuals in this position are expected to have a response time of 30 minutes or less in the event of a call-in.

Education, Training and Experience

Requires a high school diploma/GED plus two years of experience in customer service or dispatching required. Excellent keyboarding skills (minimum of 35 words per minute) and the ability to present self in a professional manner is required. Experience working with customers through operational support, retail business, sales, or a utility specific company is required. Experience dispatching service personnel in any industry is highly preferred. Experience in Window-based software applications is required.

Licenses and/or Certifications

Not Applicable

Essential Duties & Responsibilities

Take appropriate action for Public Power District’s customers when contacted by 911, emergency response personnel, police, sheriff, state patrol, or any other law enforcement agency and emergency locates.

Operate a two-way radio and phone system to dispatch and monitor line technicians and/or work crews. Provide all pertinent information when switching is required by Kearney Control Center Operators to restore service to customers, as needed. Administer the crew management module in Storm Outage System (SOS) for Public Power Partners and NPPD Operations crews and generate ad-hoc outage reports as necessary. Provide system security or Operations functional support as deemed appropriate by the supervisor. Real-time monitoring requires knowledge and immediate action of emergency protocols per utility, which may include law enforcement or emergency responder support.

Assess outage situations, multiple subs, feeders, phase, and circuits for multiple Public Power Partners and determine when to contact or dispatch additional service personnel or return service responsibility of the outage back to the utility through communications with the Public Power Partner Operations Manager.

In large outage situations, provide reports to the Operations Managers and return calls to customers confirming restoration at the request of the utility personnel.

During significant weather events, manage multiple outages for multiple Public Power Partners as a storm rolls across the state affecting more than one utility for a prolonged period.

Document and enter irrigation on-call schedule information for the Public Power Partners into the system. Update on-call information in SOS per instructions from any Public Power Partners via e-mail, fax, or telephone contact.

Essential Duties & Responsibilities (Continued)

Dispatch and monitor service personnel for non-payment reconnect after business hours per instructions entered into SOS.

Communicate with Operations at the opening/closing of Dispatch hours when there are open tickets and/or technicians dispatched who are working a request.

Accountable for other duties as assigned.

Core Competencies