Lead Dispatcher

Date:
July 2012 Supervises:
No Staff

Supervisor:
Chief of Administration

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.

• 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
• 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
• 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.

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

• High school diploma, required
• Ability to understand English language to an acceptable level, required
• Ability to speak Spanish, preferred

• Previous clerical experience required
• Minimum of 3 years’ experience as a dispatcher for a public housing agency or related organization

• 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
• Ability to work in office environments throughout the agency

• 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

• 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…