Emergency Operations Center Specialist

San Antonio Water System; San Antonio (TX); On-site; USD 26,000 - 30,000; Full time

Job summary

San Antonio Water System is seeking an Emergency Operations Center Specialist to manage communications for internal and external inquiries and emergency situations on a 24-hour basis. The role requires coordinating with field personnel, routing information, and supporting emergency responses.

The position emphasizes handling multiple consoles, operating radio systems, and distributing situation reports to leadership.

Qualifications

• Minimum of a High School diploma or GED.
• Three years of customer service experience in call center or dispatching.
• Proficient with computerized customer service, dispatching systems, word processing, Excel, and multiple database applications.

Responsibilities

• Responds to customer inquiries and routes information to appropriate parties.
• Dispatches and assists personnel concerning emergency responses and general maintenance responses.
• Initiates general work orders and distributes field service orders for a variety of internal customers via email, two-way radio transmission and telephone.
• Responds to customer billing inquiries and processes online updates to customer accounts and customer service programs, including multiple payments.
• Operates multiple types of communication consoles such as PC-based radio system and computerized customer information system.
• Applies basic radio communications protocols under FCC rules and regulations.
• Analyzes, prepares and distributes situation reports to senior and executive management.
• Interprets and implements emergency plans and documents emergency responses.
• Monitors field unit locations and activity.
• Maintains current situational awareness of SAWS policies, procedures and activities for public and internal employees.
• Performs other duties as assigned.

Skills

Customer service

Dispatching

Communication

Maps reading

Incident Command System

Two-way radio operation

Flexibility / overtime

Education

High School diploma or GED

Tools

Word processing

Excel

Database software

Job description

Grade 14 - Starting hourly rate: $19.95. Rate of pay depends on qualifications.

JOB SUMMARY

The Emergency Operations Center Specialist is responsible for communications in response to internal and external customer inquiries and emergency situations on a 24-hour basis.

ESSENTIAL FUNCTIONS

• Responds to customer inquiries and routes information to appropriate parties.
• Dispatches and assists personnel concerning emergency responses and general maintenance responses.
• Initiates general work orders and distributes field service orders for a variety of internal customers via email, two-way radio transmission and telephone.
• Responds to customer billing inquiries and processes online updates to customer account files and customer service programs, to include multiple monetary payments using customer service computer based programs.
• Simultaneously operates multiple types of communication consoles such as PC-based radio system and computerized customer information system.
• Applies basic radio communications protocols under the FCC rules and regulations.
• Analyzes, prepares and distributes situation reports to senior and executive management.
• Interprets and implements emergency plans and documents emergency responses.
• Monitors field unit locations and activity.
• Maintains current situational awareness of all SAWS policies, procedures and activities in order to facilitate awareness to the public and internal employees.
• Performs other duties as assigned.

DECISION MAKING

• Emergency Operations Center Specialist works under general supervision.

MINIMUM REQUIREMENTS

• High School diploma or GED.
• Three years' customer service experience performing call center and/or dispatching functions.
• Proficient in the use of computerized customer service, dispatching systems, word processing, Excel spreadsheets, and multiple database software applications.
• Proficient at reading and interpreting maps and graphic schematic plans.
• Able to use the two-way radio communications systems.
• Able to use the Incident Command System and the National Incident Command System.
• Ability to work regularly scheduled shifts within SAWS’s hours of operation including the training period where lunches and breaks are scheduled with the flexibility to adjust daily schedule and work overtime and/or weekends as needed.

PREFERRED QUALIFICATIONS

• Bilingual in English/Spanish.
• Proficient on the use of two-way radio communications systems.
• Proficient at reading and interpreting maps and graphic schematic plans.
• Proficient on the Incident Command System and the National Incident Command System.

JOB DIMENSIONS

• Constant contact with internal and external customers, field personnel and the general public.
• Communicates effectively, verbally and in writing.

PHYSICAL DEMANDS AND WORKING CONDITIONS

Working conditions are in an office environment. Physical requirements include lifting up to 25 pounds occasionally. Subject to sitting, standing and walking for long periods of time. Requires speech, hearing and visual acuity.

Required to work hours other than regular schedule, including shift work, weekends and holidays on a rotating basis. May be required to be on-call and work overtime.