Dispatch Supervisor

DISPATCH SUPERVISOR

Department: Distribution Services

Reports to: Vice President, Engineering and Power Supply

FLSA Status: Exempt

Position Supervises: Dispatchers

POSITION SUMMARY

This position is responsible for supervising the 24/7 Dispatch Center and its staff, providing leadership and oversight for all dispatch and SCADA-related functions. Key responsibilities include coordinating and directing system operations, issuing and verifying clearances, monitoring the electric distribution system, managing emergency restoration activities, and preparing required reports. The role also oversees the dispatch of personnel in response to outages, service issues, and emergencies, ensuring that departmental goals and performance standards are consistently met. Additionally, this position establishes and maintains high-quality standards for handling incoming calls from members, contractors, other utilities, building departments, and the public to ensure accurate information and timely service. The role collaborates closely with other Northeastern REMC departments and provides administrative support across the organization.

EDUCATION AND EXPERIENCE

Required:

- High School diploma

- Knowledge of Utility Distribution Systems

- Experience with Radio communications, computers, and clerical work

- Experience with SCADA and Outage Management Systems

Preferred:

- Prior electric utility dispatching experience

- Bachelor's degree

- Supervisor experience

KNOWLEDGE

- Must be knowledgeable of electric utility concepts and operations

- Understands and adheres to the safety rules stated in the Northeastern REMC Safety Manual and National Electric Safety Code. Safety practices are followed daily.

- Demonstrate reliable knowledge of Northeastern REMC operations, policies, products, and services.

- Be proficient in AMI (meters), AVL (vehicles), CIS (member information), OMS (outage), and GIS (mapping) software.

- Must be able to process information from and operate the SCADA system.

SKILLS

- Good organization skills that accurately scope the length and difficulty of tasks and/or projects. Able to set objectives and goals. Uses resources effectively and efficiently.

- Effective communication skills that clearly and accurately provide information, resources, and services to the appropriate parties with patience and professionalism.

- Good customer service skills that identify needs accurately. Displays courtesy and sensitivity. De-escalates difficult situations and provides adequate solutions.

- Precise data entry skills for network and personal computer software programs. Expertise in current and emerging systems.

ABILITIES

- Treat people with respect and keep organizational commitments. Works ethically and with integrity. Displays a positive outlook and pleasant manner.

- Ability to use good judgment when making decisions by reasoning and the inclusion of appropriate people within a suitable time frame.

- Demonstrates strong interpersonal skills to effectively collaborate across departments and foster an inclusive environment that encourages team engagement. Works cooperatively and productively within diverse teams and is capable of addressing and resolving conflicts when necessary.

- Interact professionally with organizations associated with REMC and maintain good relations with contacts.

JOB RESPONSIBILITIES Other reasonably related job duties may be assigned

- Supervise the Dispatchers by ensuring all goals and objectives are met. Properly assign workloads by defining efficient daily and weekly tasks to complete. Coordinate schedules and approve time off requests when appropriate.

- Conduct performance reviews and communicate performance expectations, including discipline and coaching. Assist in the termination process, if necessary, by providing information on performance and behavior.

- Provide leadership, guidance, and motivation to the Dispatching staff. Advocate for the Dispatchers’ professional development by helping, coaching, and training.

- Act as hiring supervisor for the Dispatching department by assisting with the interview and selection process of new candidates in conjunction with the HR Director.

- Schedule dispatch personnel as appropriate under routine and emergency conditions.

- Schedule and assist in the training of Dispatch personnel

- Establish guidelines for interior and exterior building checks.

WORK ENVIRONMENT

Full-time employment that will be subject to work during or outside of regular operating hours, including weekends, holidays, and overnight. Primarily work inside the office. Regular business operating hours are Monday-Friday. Must be available for after-hours call-in for outage restoration.

This position description is not intended to be all-inclusive. An employee will also perform other reasonably related business duties as assigned to fulfill the objectives of the cooperative.

NREMC reserves the right to revise or change the description and specifications as the need arises.

This position description does not constitute a written or implied contract of employment.

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