Control Centre Operator. Permanent, Part-time. Intelligent Networks. Service Delivery for Customers. Team Leader System Monitoring

Transcription

1 Position Description Position Title: Employment Type: Section: Division: Control Centre Operator Permanent, Part-time Intelligent Networks Service Delivery for Customers Salary Band: Band 2 Agreement: Hunter Water Corporation Employees Enterprise Agreement 2018 Reporting To: Team Leader System Monitoring Approval Date: April 2019 Approved - Manager Approved People & Culture mo Group Manager Intelligent Networks Senior HR Business Partner Background Hunter Water Corporation delivers valued water, wastewater and associated services to Newcastle and the greater Hunter region. Our purpose is to enable the sustainable growth of the region and the life our communities desire, with high quality, affordable services. We are embarking on a new strategic direction to build a more innovative, collaborative and resilient organisation that is a thought leader in developing a sustainable water and wastewater future. Work Health Safety & Environmental Management All staff support the development and continuation of a safety culture at HWC, fulfilling requirements of the Work Health & Safety Act 2011 (NSW). Employment with Hunter Water Corporation is subject to a preemployment functional assessment and drug and alcohol testing for all preferred external applicants. Hunter Water Staff are committed to environmental impact minimisation, and will assess WHS and environmental risk of undertaking any activity, report WHS and environmental incidents immediately, and respond promptly to any incident in accordance with relevant legislative obligations. Specific responsibilities and accountabilities are defined in Hunter Water Corporation s WHS Management System Manual and Environment Management System Manual. Dems Risk & Regulatory All staff ensure compliance with relevant legislation, HWC regulatory requirements, the Code of Conduct, Employment & Equal Opportunity, Diversity, Delegated Authority Manual and other people related policies and procedures.

2 Role of the Group The work of the Service Delivery for Customers business unit underpins and enhances the Corporation s ability to deliver on its purpose, values and drivers. Operating 24 hours a day, seven days a week, the team delivers high quality drinking, wastewater and recycled water services; that meet the needs of customers in the Lower Hunter, and comply with the requirements of Hunter Water s regulators. This business unit has a key role in protecting public health and the environment. Service Delivery for Customers is responsible for the operation and maintenance of all Hunter Water assets including; water catchments and dams, water treatment plants, transport network (reservoirs, pipes and pumping systems) and ultimately wastewater treatment plants and disposal or beneficial re-use of waste streams. The Intelligent Networks Group is a key interface between the Customer and Operations Groups, and Maintenance Delivery and Capability Engineering. They are customer outcome and process focused, and their duties include: system monitoring and control, dispatch, resource management, after-hours customer service, operational change management, trend analysis, incident prevention, incident triage and management, information management, SCADA (and alarm) management, operationalising new assets, energy management, and energy efficiency. Other duties include design reviews and commissioning as part of Integrated Project Teams (IPT), shutdown planning and management, reporting, notification, and operational technical support. They are responsible for strategic matters including supporting the Field Service Model program, and managing the program for implementation of the Intelligent Network. Comprising of system monitoring, system control, and the energy and SCADA teams, they are the initial interface for operational matters with relevant regulators (NSW Health, NSW EPA, etc), and other stakeholders (Ausgrid, RMS, etc). The Intelligent Networks Group is responsible for Control Centre, Energy, and SCADA performance, and has a key role to play in influencing other stakeholders. Key interfaces include Finance (Electricity), ICT (Operations), and Customer Strategy & Retail Services (Customer Experience and Technical Services). While the Intelligent Networks Group will lead the SCADA Strategy and SCADA, Automation and Control Workgroup, the responsibility for these functions remains split between SDFC (IN & EMM) / I&I / ICT as defined through a dynamic RASCI. A hybrid call-centre model (in-house, contract resource augmented) works closely with the Intelligent Networks Group. The work of the Intelligent Networks group at HWC underpins and enhances the Corporation s ability to deliver on its vision, values and drivers. Responsible for ensuring compliance with Operating Licence and meeting the requirements of key regulators such as Environment Protection Authority (EPA) and the Department of Health. Responsible for providing oversight and control of all catchment, dam and network (water & wastewater) assets operation. Makes extensive use of HWC s telemetry system to enable remote monitoring and control of all major assets. Involved in system control, job dispatch, asset security, after hour s technical support, incident management, dam safety and catchment management, odour control, technical support to customer services staff, regulatory liaison for operational purposes and contract management.

3 Overall Role Purpose The Control Centre Operator is primarily responsible for the monitoring of Hunter Water Corporation s assets and operations on a daily basis using the telemetry system and job management systems to initiate and process work undertaken by field staff. Key Responsibilities Monitoring Performance of Corporation s Assets through telemetry (SCADA) System:- Monitoring and actioning alarms in accordance with prescribed procedures and response times. Logging and issuing work to relevant personnel and liaising with them and providing assistance where necessary. Maintaining awareness of overall system performance, perform routine checks, monitor potential problems and identify possible issues that may lead to system failure and take appropriate pre-emptive action. Regularly monitoring reservoir levels, identifying possible problems before they reach alarm stage and taking appropriate action. During major events prioritise workload in accordance with procedures and monitor the status of assets during major power/communication failures. Liaise with support staff where necessary. Respond to Customer Calls:- Respond to customer calls in accordance with prescribed requirements. Obtain details of complaint from customer and determine correct course of action and advise customers of job status. Log service faults on the corporate maintenance system. Liaise with customers, staff and contractors to effectively resolve customer problems. Notify nominated Community Relations staff of any emergency events/media or sensitive issues in accordance with documented protocols and carry out functions as directed and provide feedback for the duration of the issue. Dispatch Jobs to Relevant Personnel:- Monitor jobs on AOMS and Ellipse systems, dispatch work to rostered personnel in accordance with response priorities and maintain job records in accordance with procedures. Liaise with field supervisors regarding workload and distribution of jobs to rostered personnel. Distribute alarms at remote sites to relevant rostered personnel. Liaise with maintenance employees and provide assistance where required. Complete handover in accordance with procedures. Monitor the location of single workers and ensure their safety is maintained. Corporate Coordination Role:- Responding to enquiries from Corporation staff and contractors concerning system status and in response to any problems. Response Procedures for Major Events:- Assess and prioritise workload to determine necessary actions and requirements for additional resources in accordance with procedures This position description does not form an exhaustive list of your duties. You may be required to undertake other tasks and activities as required by the business from time to time. The Corporation reserves the right to amend or update your position description in accordance with business needs.

4 Education / Experience and Skills Formal Education This role does not have any formal education requirements Training courses required within 6 months: As required from the Hunter Water Corporation IMS Competency & Skills Matrix. Work Experience Demonstrated experience working in a call centre, dispatch or equivalent industrial environment Desirable Demonstrated experience in monitoring assets and operations using telemetry and job management systems (including, or equivalent to, AOMS, Ellipse, SCADA, GIS and SharePoint) General knowledge of Hunter Water s business activities, particularly the operation of assets. Experience using a two way radio system within a call centre/dispatch environment Skills (Technical Knowledge etc.) Highly proficient in using Microsoft Office programs including Excel and Outlook Highly developed customer services skills Excellent problem solving skills Highly developed communication, negotiation and interpersonal skills with a proven commitment to providing excellent customer service and maintaining effective working relationships Proven ability to work effectively within a high pressure and high volume work environment Excellent attention to detail and proven ability to maintain compliance with policies and procedures Behaviours Demonstrated ability to work efficiently in a deadline-driven workplace and to effectively manage challenges and changing priorities whilst still meeting team and corporate deadlines. Demonstrated commitment to continuous improvement of workplace performance by providing innovative ideas that result in the introduction of

5 new processes. Proven ability to work autonomously as well as be a highly motivated and effective team player Model Hunter Water s organisational values of Well-being, Innovative, Honest, Excellence, Courage and Collaborative. Agree to act within the requirements of Hunter Water s policies and applicable legislation. Abide by Hunter Water s safety policies, procedures and safety instructions. Abide by Hunter Water s environmental policies, procedures and report all instances of environmental harm. PRE-EMPLOYMENT MEDICAL: YES CRIMINAL BACKGROUND REQUIREMENT: YES