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JOB POSTING




JOB ID #: 20372 Supervisor, Dispatch and Operations Support
Public Works
Hamilton Water
330 Wentworth Street North NUMBER OF VACANCIES: 1 Full-Time Temporary UNION/NON-UNION: CUPE Local 1041 Supv HOURS Of WORK: 35.00 per week
GRADE: 5
SALARY/HOUR: $45.933 - $51.037 per hour

• Note: See appropriate Collective Agreement or the Non Union Salary Range for details.

STATUS/LENGTH: Full-Time Temporary (for up to 6 months) ID #: A11310 Vaccine Verification - Applies to all external applicants as well as internal applicants applying to work at the Lodges, Hamilton Paramedic Services and the Red Hill Child Care Centre:
As a condition of employment you are required to provide proof that you are fully vaccinated or provide proof of valid exemption satisfactory to the employer prior to your start date. You must acknowledge and agree to comply with any future vaccine policy requirements as an ongoing condition of employment at the City of Hamilton.




SUMMARY OF DUTIES Reporting to the Superintendent of Service Co-ordination, plans, manages, and co-ordinates the Operational and Dispatch Support Staff for Hamilton Water. This includes all clerical support for the City\xe2\x80\x99s Water Meter Portfolio, as well as the oversight of Hamilton Water\xe2\x80\x99s Dispatch Area. This position is responsible for the daily work planning, project management, workload management, and contract management for various Hamilton Water initiatives. This position also acts as the primary liaison for multiple internal and external groups, to provide customer service and response to inquiries related to water. GENERAL DUTIES Develops, administers, and reviews sectional procedures, methods, and techniques in accordance with departmental policies and practices. Provides full department support in the absence of the Supervisor \xe2\x80\x93 Customer Service. Responsible to ensure that all Hamilton Water charges are applied to proper Alectra Utility accounts. Authority to add or remove charges on water accounts based on compliance with Hamilton Waterworks by-law. Works with the City\xe2\x80\x99s Senior Policy Advisor and Finance Division with respect to accounting procedures related to Water and wastewater services. Responsible for the oversight of all data input for new and existing accounts for water meters. Responsible for oversight of all water meter data related to the City\xe2\x80\x99s Advanced Metering Infrastructure/Reading (AMI/AMR) system. Responsible for the monitoring, creation and action of reports related to AMI/AMR data. Maintain and update yearly fee schedule for all Water Meter related charges. Ensures that all Water Meter related and Call Handling procedures meet current operational requirements and is responsible to audit and make changes to procedures if necessary. Responds and actions all escalated inquiries,and is responsible to act as a liaison with interdepartmental areas to resolve and complete. Determine key performance indicators for Water Operations Clerks and Scheduler/Dispatchers and monitor performance against indicators. Plan, schedule and assign work. Supervises and leads the day to day operations of the Water Operations Clerks and Scheduler/Dispatchers in support of other departments whose tasks include scheduling and assigning daily work for interdepartmental staff. Acts as the Primary point of contact with the City\xe2\x80\x99s Customer Contact Centre (CCC) to ensure that daily water related inquiries and actions are communicated/addressed in accordance with the Service Level Agreement (SLA). As Primary Point of Contact with the CCC, is responsible to log all communications for follow up and action. Monitors Call Handling for Scheduler/Dispatchers and sets standards of service using the CICSO system. Requires daily, complex decision-making using sound judgement, ingenuity, independent thinking and team building skills to maximize effectiveness of operations. Liaises with departmental staff, the public, and Elected Officials regarding inquiries and complaints with respect to support for Hamilton Water. Liaison with the City\xe2\x80\x99s Billing Agent for all water billing issues, water meter related issues and all water service issues. Responsible for administrating water meter service contracts, developing work plans, reviewing documents prior to tendering/proposal, and making recommendations for changes when necessary. Responsible for developing and implementing procedures for financial control and monitoring of projects within budget. Ensures that the terms of the Occupational Health and Safety Act are observed with respect to day-to-day and emergency activities. Responsible for the performance management of staff including motivation and supervision, participates in staff hiring, evaluates staff performance, discipline and completes performance appraisals. Coaches and mentors staff through support and guidance for staff development as required: Ensure all staff receives adequate and pertinent safety and technical training in order that work is performed in a safe and productive manner. Establishes and monitors cash flow projections, and co-ordinates payments to water meter consultants and contractors. Arranges for and conducts meeting with consultants and/or contractors, to clarify and expedite projects. Ensures that Water Meter project deliverables are completed as per the City\xe2\x80\x99s Water Meter Contract.
Ensures and monitors that all water meter data is correctly inputted in the City\xe2\x80\x99s Data Management System. Works in accordance with the provisions of applicable Health and Safety legislation and all City of Hamilton corporate and departmental policies and procedures related to occupational Health and Safety. Perform other duties as assigned which are directly related to the major responsibilities of the job. QUALIFICATIONS 1. Progressive experience and knowledge of Business Administration, Project Management, Customer Service and Finance, normally acquired through post-secondary education in a related discipline, or equivalent combination of education and related work experience. 2. Demonstrated experience with Supervising and monitoring Water Meter data using various Software programs. 3. Demonstrated knowledge of Water Metering and how it relates to consumption and billing 4. Demonstrated knowledge of the Water Works Bylaw. 5. Demonstrated knowledge of Water Meter Functionality is an asset. 6. Demonstrated experience of working with large scale invoicing and resolution of higher value monetary reconciliation. 7. Previous supervisory experience, preferably in a unionized environment. 8. Must have a valid Class \'G\' driver\'s Licence, with own car available for use during workdays. 9. Demonstrated experience working a multi \xe2\x80\x93 functional, fast paced customer service environment. 10. Effective interpersonal skills, related to negotiations, conflict resolution, time management, delegating responsibilities and the need for diplomacy and tact. 11. Thorough understanding of collective agreements, grievance procedures, mediation, dispute resolution, attendance support and management and maintenance management. 12. Demonstrated ability to determine Key Performance indicators and monitor performance against indicators. 13. Proven ability to exercise sound judgement in emergency situations including the ability to co-ordinate staff requirements for regular, emergency and special services. 14. Excellent analytical, organizational, problem solving, time management, negotiation, report writing and presentation skills. 15. Experience developing and implementing procedures and policies 16. Competent administrative and reporting ability. Experience in cash handling, balancing, securing and transaction recording. 17. Excellent interpersonal and communication skills with the ability to deal with all levels of management, staff and public sensitively, tactfully, diplomatically and professionally at all times. 18. Experience/knowledge of corporate financial, HR systems software and MS Project is an asset 19. Must possess a working knowledge of water distribution systems, water service lines, water meter practices, equipment and associated products. 20. Working knowledge of work orders and service request data entry and working knowledge of retrieving historic data from a Computer Maintenance Management System (CMMS) (IPS database preferred). 21. Experience in a computerized environment, with adequate knowledge of word processing, database and spreadsheet programs that are corporate standards. 22. Thorough knowledge and understanding of methods, statutes, regulations and by-laws affecting the department/section, including Health and Safety and Environmental Regulations NOTE: As a condition of employment, the successful applicant(s) will be required to obtain a satisfactory Criminal Record and Judicial Matters Check, at their own expense, prior to beginning work in this position.



Disclaimer: Be advised that Human Resources frequently audits resumes of internal/external applicants to ensure/validate information provided is consistent and trustworthy. Falsification of information provided at any time throughout the recruitment process may be grounds for disqualification, and for internal applicants, subject to discipline up to and including termination. Terms: The City is an equal opportunity employer that is committed to inclusive, barrier-free recruitment and selection processes. Consistent with our Values and Corporate Culture Pillars, the City of Hamilton is committed to providing equitable treatment to all with respect to barrier-free employment and accommodation without discrimination. The City will provide accommodation for applicants in all aspects of the hiring process, up to the point of undue hardship. If you have an accommodation need, please contact Human Resources as soon as possible to make appropriate arrangements. We invite you to visit the departmental webpage to obtain further information on the culture and business of this department. The incumbent shall comply with all Health and Safety Policies and Practices for this position and the workplace. It is the responsibility of the applicants to ensure that their application reaches Human Resources by the closing date or they may not be considered. It is also the responsibility of applicants to supply qualifications, licences and related experience relevant to the qualifications outlined above for this competition as directed. On the basis of the criteria set out above, this posting is open to all applicants The statements made by me are true, complete and correct to the best of my knowledge. I understand that any falsification of statements, misrepresentations, deliberate omission or concealment of information may be considered just cause for discipline, up to and including termination for internal applicants and disqualification for external applicants.