Assigns, dispatches and monitors after-hours emergency, trouble and routine work and provides a wide range of detailed job information to crews, customers, other utilities and government agencies, which includes:
expediting field resources, tools, equipment and services required to support field activities;
receiving and responding to utility, municipal and government agency inquiries;
using technical knowledge and understanding of operations policies and procedures to respond to complex inquiries; and,
monitoring and modifying resource availability and safety while working alone for field staff resources.
Receives or initiates reports of system damages to other services such as sewer damage, street lighting damage and pavement cuts and maintains related records. Follows Fortis BC emergency procedures to notify area managers, fire/police departments and municipalities via e-mail, telephone, Gas Event Messaging System; maintains related emergency records.
Receives a variety of after-hours emergency and trouble calls and assigns and dispatches field staff resources to investigate and rectify gas-related problems and complaints.
Receives reports of gas service faults or complaints throughout the Province from Accenture Business Services for Utilities (ABSU), fire, police or municipal offices or others, which includes:
questioning reporting source to assess and establish the probable cause, urgency and location of reported problems;
initiating emergency and trouble orders for calls received by completing appropriate system entry and documentation and indicating action priority;
maintaining records, reporting on field staff resources disposition and contact times, field staff resources arrival on site, one-man crew activity, trouble calls received and orders issued, planned service interruptions, service disconnects/reconnects and actions taken by others; and,
advising manager when workload trends indicate immediate needs for temporary addition to integrated resource management staff.
Participates in activities to coordinate total response to service outages/emergencies and performs a variety of duties while assigning and dispatching field staff resources to investigate and rectify reported system service faults, including:
Referring to area call-out listings to identify and contact first available crew by telephone or radio, and/or contacting supervisor to arrange additional crew assignments;
Coordinating gas service information such as service area covered, service addresses, precise location of service, status of main, valves, stations, and gas line feeds;
Interprets drawings, plate maps and sketches for comparison to available data to ensure gas information corresponds to request;
Informing others such as Communications department, safety trainers, and area managers of the nature, cause and location of major outages;
Advising special customers affected (including commercial, industrial, institutional, and medical customers) of service outage cause, expected duration and subsequently confirming service restoration; and
Assist various parties (i.e. billing department, field technicians) with FortisBC procedures, priorities and processes.
