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 fi…

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