Dispatch and Monitoring Officer

**Dispatch and Monitoring Officer**

**Classification **Level, Central Highlands Water Enterprise Agreement

**Team, unit **Maintenance Delivery

**Division **Capital Delivery and Networks

**Work location **Learmonth Road, Ballarat

**Employment type **Full-Time Ongoing

**Position reports to **Team Leader Works Management Centre

**Direct reports **Nil

**Our Values**

Our vision: _Fostering sustainable living, thriving communities and a healthy environment. _

Our purpose: _We care for our community and environment ensuring essential water services are safe, reliable, _
- and affordable now and in the future. _

Our values: _Integrity Teamwork Leadership Care**Organisational Environment**

At Central Highlands Water (CHW) ‘_Safety is Everyone’s Priority_. We are committed to the safety of our people,
customers and the community we serve and have a zero tolerance towards bullying, harassment or violence within
the workplace.

We have an inclusive workplace that embraces diversity and difference - we believe anyone can change the world.
Islander people, people living with disability, neurodiverse people, LGBTIQA+ and people from different cultural
backgrounds.

We facilitate and encourage employees’ continuous professional development. Employees are supported to remain
informed of current industry best practice and are encouraged to take an active personal interest in staying up to
date with professional practices, standards, and latest trends.

We believe that everyone has the capability to demonstrate leadership, regardless of their formal level of authority.

We expect all team members to focus their efforts on developing and displaying the leadership behaviours defined

in our Leadership Capability Framework. We have a commitment to enhancing our leadership maturity across the

whole business, through supporting our people to build their capability to Lead Self, Lead People and Lead the

Organisation.

**Purpose**

The primary objective of the position is to carry out the dispatch and monitoring functions in our Maintenance Delivery
Works Management Centre, providing a high level of care and responsiveness for customers and supporting safe
and efficient delivery of works in the field.

**Key Duties/Responsibilities**
- Undertake a lead role in facilitating the dispatch function within the team.
- Being proactive within the team to eliminate duplication of effort and focusing on quality outcomes.
- Share responsibility for handling customer fault calls and inquiries, maintaining communication with customers

via phone, SMS messaging and online fault maps and other services.
- Assess and prioritise service requests and work orders, to efficiently dispatch reactive services utilising both

internal and external resources.
- Undertake bookings for Internal and External customers requiring Asset requests.
- Identify opportunities for system and process improvement.
- Monitor SCADA alarms and dispatch resources to address faults and identify when escalation is required.
- Capture chargeable works to recover costs for third-party damage to CHW assets.
- Support third-party providers, including initiation of works with contractors.
- Monitor systems such as Staysafe and intellitrack to ensure safety of staff in the field.
- Utilise intellitrack and Microsoft Teams for logistics of Field Works.
- Undertake first steps for escalations that may occur.
- Promote Maintenance Delivery as the key Go To area for all “Faults and Difficulties”.
- Monitor KPI related service levels which include phone statistics and Essential Service Commission

requirements.
- Other duties as directed.

**. Authority and Accountability**
- Accountable for prioritising works and timely dispatch of work orders to maintenance crews.
- Responsible for the efficient and effective performance of all duties and key responsibility areas.
- Constructively contribute to creating and maintaining CHW’s desired culture by demonstrating CHW’s

values and behaviours and being mindful and respectful.
- At all times, create, maintain, and foster a safe work environment and ensure compliance with the

provisions of the Occupational Health and Safety Act, Regulations and CHW policies and procedures.

**. Judgement and Decision Making**
- Required to exercise judgement in the assessment and prioritisation of service requests and work

orders.

**. Specialist Knowledge and Skills**
- Accuracy in data processing and high-level computer literacy and numerical skills.
- Good working knowledge of infrastructure maintenance operations, specifically with health and safety

in mind.

**. Leadership/Management Skills**
- Well-developed time management, organisational and administrative skills.

**. Interpersonal Skills**
- Highly developed communication and interpersonal and skills, to enable effective, courteous and

professional interaction with others.
- Ability to work effectively as part of a team and build personal rapport with colleagues, and a