Operations Response Center (ORC) Trainee

Seattle Public Utilities (SPU) Risk and Quality Assurance Division is recruiting for an Operations Response Center (ORC) Trainee. As an ORC Operator youll serve as the critical first point of contact for utility emergency response service calls and communications with employees customers and the general public. This essential role combines comprehensive classroom training hands-on field experience and real-world operational learning to prepare you for 24/7 emergency response coordination. You will report directly to the Operations Response Center Manager and become an integral part of SPUs emergency management infrastructure.

For more information about Seattle Public Utilities (SPU) checkout the:

• SPU Website
• SPU Workplace Expectations
• Strategic Business Plan

SPU commits to Our City Values and Race and Social Justice as core principles that guide our work. We actively take steps to dismantle systemic racism and increase service equity. We value diverse life experiences and strive to create a workplace that is welcoming to all. We take steps to be inclusive and equitable in our recruiting hiring and promotional opportunities. We know work isnt only about what you do its also about who you work for and with! SPU provides a fun and family-friendly work environment that supports a work life balance including:

• Family-friendly and multicultural work environment
• Generous benefits package
• Free public transportation options
• City pension plan with employer/employee contributions
• Growth potential and advancement opportunities

During your comprehensive training program you will develop expertise in the following areas:

Emergency Response & Dispatch

• Serve as the designated point of contact for all utility emergency response activities coordinating responses to both natural and human-made emergencies
• Manage central dispatch and triage functions for emergency situations and routine service calls affecting utility infrastructure
• Coordinate with local law enforcement emergency responders and other jurisdictions during critical incidents
• Develop implement and maintain emergency response protocols for all natural and human-made hazards

Communications & Customer Service

• Provide centralized communication to field employees performing planned work across all utility lines of business
• Handle service calls and communications with employees customers and the general public coordinating with the Customer Service Center as needed
• Maintain and operate the Communicator and Geo-notify systems to place mass communications to large groups during emergencies

Systems Management & Security

• Operate test and maintain communications security and automated systems essential to utility operations
• Monitor and respond to security protection system alarms assess situations and coordinate first responder deployment
• Manage SPU Card key system including monitoring access rights troubleshooting alarms and maintaining security protocols
• Monitor cameras and alarms at various SPU facilities and respond according to established procedures

Documentation & Analysis

• Conduct field staff check-ins and check-outs to maintain accountability and safety
• Document incident information thoroughly and prepare detailed reports
• Analyze operational data to identify trends and improve response protocols

Please note this job advertisement is not designed to cover or contain a comprehensive listing of activities duties or responsibilities that are required of the employee for this job. Duties responsibilities and activities may change at any time with or without notice.

Education:Work requires a High School diploma or GED

Experience: One year of experience in a computerized environment or a combination of education training and experience that provides the necessary knowledge skills and abilities required to perform the work of the class. This year includes public contact and/or utility field experience with a strong customer service focus and the ability to type a minimum of 35 words per minute

• Work schedule reflects seven-day 24-hour operation including graveyard shifts evenings holidays and weekends
• Must be available to work extended shifts during emergencies extreme weather events storms and natural disasters
• Most work performed in an office environment with computer workstations
• No telework or flexible scheduling options available for this position due to operational requirements

Desired Qualifications

• Previous experience in emergency dispatch 911 operations emergency management or call center operations
• Familiarity with utility operations public works or infrastructure systems
• Experience with multi-line phone systems radio communications or mass notification systems
• Knowledge of security systems access control systems CCTV monitoring or alarm response procedures
• Strong problem-solving abilities and capacity to remain calm and effective under pressure
• Excellent written and verbal communication skills with attention to detail
• Demonstrated commitment to equity diversity and inclusion principles
• Ability to work independently and make sound decisions in emergency situations.

Application Requirement(s):

1. A complete NEOGOV/Government Jobs on-line application

1. Supplemental questionnaire responses

1. Attached Resume & Cover Letter describing your skills and experience in relation to this position.

Candidates submitting an incomplete Application Packages will NOT be considered

The full salary range for this position is $33.23 - $38.66 per hour.

Benefits: The City of Seattle offers a comprehensive benefits package including vacation holiday and sick leave as well as medical dental vision life and long-term disability insurance for employees and their dependents. More information about employee benefits is available on the Citys website at: may apply: The City of Seattle encourages people of all backgrounds to apply including people of color immigrants refugees women LGBTQ people with disabilities veterans and those with diverse life experience. This position is open to all qualified candidates that meet the minimum qualifications. The City of Seattle values diverse perspectives and life experiences. Applicants will be considered regardless of race color creed national origin ancestry sex marital status disability religious or political affiliation age sexual orientation or gender identity.