Nature of Work

Monitors and responds to Supervisory Control and Data Acquisition (SCADA) operations and equipment malfunctions of the City's potable water systems to coordinate water systems operational activities with various department personnel and agencies.

ENVIRONMENTAL FACTORS

Work is performed in a standard office environment.

PHYSICAL FACTORS

Light physical demands; mostly desk work, some lifting and carrying of files and reports. Frequent to constant use of various office equipment, a personal computer, and two-way communication device.

WORK SITUATION FACTORS

Position involves competing demands, performing multiple tasks, working to deadlines, and responding to customer issues. Will also involve shift work, responding to emergency situations, working beyond normal business hours including evenings, weekends, and holidays, and on-call and standby status. Regular attendance is an essential function of this job to ensure continuity of services. Position is subject to drug testing in accordance with applicable State and Federal regulations and City of Las Cruces policies.

Meeting or exceeding the minimum qualifications does not guarantee an invitation to participate in the process.

FIRST CONSIDERATION MAY BE GIVEN TO CURRENT CITY OF LAS CRUCES EMPLOYEES WHO MEET ALL THE MINIMUM REQUIREMENTS.

This initial posting will be used to fill a full-time, contract position but may be used to fill other vacancies to include positions that are regular, or contract and may be full-time, or temporary.

Full time; Contract; Non-Exempt

This position is graded at a CN08

Duties and Responsibilities

• Performs periodic observation of the video camera monitors that oversee the activities at various locations within the Utilities Department to notify the proper authority of unusual or emergency situations; responds to customer calls and emergency situations.
• Monitors the operation of water plant pumping and treatment equipment from a central computer control center to determine nature of fault alarms, levels and rates of flow, pressure problems or lockouts; generates work orders, notifies personnel on nature of calls and alarms, and dispatches crews as needed to provide appropriate levels of service.
• Receives and responds to requests for utility line locates from various utilities; processes same day requests.
• Receives and responds to emergency utility issues to determine the nature of the emergency, take proper action to address the situation, or notify appropriate department personnel to investigate and resolve the issues.
• Provides communication by various mediums to include utilization of a two-way radio; provides assistance with the operational needs of the Locating and Mapping Section.
• Creates, reviews, maintains, and updates records in various automated systems, formats, and mediums to ensure data integrity and adherence to internal controls, practices, and policies.
• Processes various transactions, prepares, distributes, and tracks information, completes necessary forms and documents as authorized and directed in accordance with established policies and procedures; develops and updates relevant standard operating procedures to maintain current documentation of processes.
• Prepares and presents various special and recurring reports related to inquiries, customer service issues, and departmental functions to meet established deadlines.

Minimum Qualifications

Equivalent to a high school diploma PLUS two (2) years of experience performing customer service functions, to include experience in the operation of a two-way communication device and personal computer. Previous work experience with Geographic Information Systems (GIS) mapping may be preferred. A combination of education, experience, and training may be applied in accordance with City of Las Cruces policy.

Knowledge, Skills, and Abilities

General knowledge of: principles, practices, techniques, activities, rules, and regulations related to the operations and functions of the position and services provided, dispatch operations and related procedures; New Mexico Excavation Law and NM 811 policies and procedures; City street geography; principles and practices of effective customer service and problem resolution techniques; occupational and environmental safety and health hazards, and safety practices; principles, practices, and techniques of recordkeeping, records and file management; current methods and standards for preparing effective correspondence; correct English usage, grammar, composition, spelling, punctuation and vocabulary; basic two-way radio base station operating procedures; basic and specialized personal computer applications, modern office practices and procedures; City organization, operations, policies, and procedures to effectively perform the required functions and duties of the position.
Ability to: act calmly, rationally, and tactfully in carrying out duties and responsibilities; perform a variety of duties and responsibilities timely and with accuracy to meet deadlines and to ensure achievement of goals and objectives; ensure appropriate levels of customer service to meet expectations and achieve objectives; read, understand, and ensure compliance with a variety of policies, procedures, rules, and regulations governing related activities, programs, and functions; effectively and safely operate associated systems and equipment; communicate effectively orally and in writing and use interpersonal skills to sufficiently exchange or convey information and receive work direction; review documents and extract relevant information; research and compile applicable information and maintain accurate records; prepare and present accurate and reliable reports; establish and maintain effective working relations with staff and the public; use initiative and independent judgment within delegated authority and established procedural guidelines to successfully meet established goals and objectives.
Skills in: using initiative and independent judgment within established procedural guidelines; reading, understanding, and applying policies, procedures, and applicable rules and regulations; assessing needs, developing, recommending, and implementing effective solutions; preparing accurate documents and reports and providing appropriate correspondence; updating information, files, and records in various formats and mediums with accuracy; reviewing, evaluating, and verifying records and documentation; updating information, maintaining accurate records, and identifying and reconciling errors; operating essential systems, equipment, and a personal computer with installed generic and specialized software; preparing and presenting information in a clear and concise manner; demonstrating effective interpersonal communication skills; exercising judgment and understanding in daily interactions with customers.