Dispatcher

Dispatcher I-II-III

Job Title: Dispatcher I-II-III

Classification: Non-Exempt

Salary Grade/Level/Family/Range: I-5, II-8, III-9

Department: Engineering

Reports To: Dispatch Coordinator, AMI Analyst

Date: 03/24/2022

Revised: 04/30/2025, 10/22/2026

JOB DESCRIPTION

Summary/Objective

The Dispatcher maintains accurate communication between field crews and the operations base, monitors electric and broadband system conditions, and coordinates field response to outages, reconnects, and service needs in order to support the safe and reliable operation of the Cooperative's systems. The position uses operational software and reporting systems to support safe, timely restoration, and maintain reliable records of field activity. Performs all work in compliance with safety, health and environmental standards; applicable regulations; and Cooperative policies and work procedures.

Work Schedule

The regular work schedule for this position is 12-hour rotating shift that includes day, night, and weekend shifts .

Dispatch operations are staffed 24 hours a day, and seven days a week to support the continuous operation of the Cooperative's electric and broadband utility systems. Accordingly, flexibility in scheduling and availability to provide coverage outside the regularly assigned shift are essential functions of this position.

Essential Functions

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Other duties may be assigned.

1. Communicate promptly and accurately with field units, stations, and the operations base; dispatch personnel for outages, service interruptions, meter connects and disconnects, and other field service requests.
2. Use the outage management system (OMS), including Calls Manager, Crew Manager, and Crew Call, to assess and prioritize outages, mobilize crews, track restoration, and document the sequence of field actions.
3. Monitor SCADA alarms, system load, weather conditions, and other operating information; respond according to procedures, keep appropriate records, and report system failures.
4. Coordinate with field personnel and issue SCADA commands as authorized and consistent with safety and service requirements, including voltage control, non-reclosing, and breaker open commands; record switching activity.
5. Monitor TWACS substation communications and commands; notify appropriate personnel of concerns, issue meter rereads after billing and interval jobs, review failure reports, and create service orders for potential outages or meter issues.
6. Maintain TWACS meter and DSI associations, add meters, DSI units, and LCT devices as needed, and resolve DSI alerts and pending commands.
7. Use Service-Link Dispatch to send mobile service orders to field personnel
8. Maintain outage records and compile monthly reports; report mapping discrepancies identified in OMS to the mapping department for correction.
9. Performs Member Service duties as needed to include answering and routing member calls.

Dispatcher I

1. Perform all common essential functions above, including timely and accurate communications between field units and the operations base.

Dispatcher II

In addition to the common functions and Dispatcher I responsibilities, must effectively be able to:

1. Review TWACS voltage reports and dispatch field personnel to investigate readings outside normal parameters.
2. Support TWACS maintenance by sending TCT diagnostic commands, reviewing responses and signal strengths, and using AclaraOne reports to maintain the TWACS database.
3. Operate AclaraOne storm mode as needed and perform path modifications and alternate path map functions when field personnel change the feed on line sections.

Dispatcher III

In addition to the common functions and Dispatcher I and II responsibilities, must effectively be able to:

1. Review prepay disconnect and reconnect information for locations without a DSI, create installation orders, and apply knowledge of how Proasys relates to OMS and TWACS.
2. Analyze ReportIQ spike and interval data to identify members to contact about increased usage; review MDM illegal and negative usage reports for possible tampering.
3. Perform force path modifications and create temporary backfeeds when necessary.
4. Analyze TWACS substation notifications and equipment status to support field troubleshooting of SCE issues; edit TWACS scheduled jobs when instructed and diagnose LCT devices using system reports.

Competencies

1. Ethics and integrity
2. Oral and written communication skills
3. Negotiation skills
4. Analytical and critical thinking
5. Organizational awareness and alignment
6. Collaboration and teamwork
7. Professional and technical credibility
8. Project and time management
9. Adaptability
10. Risk awareness and compliance
11. Service orientation

Supervisory Responsibility

None


Work Environment

This job operates in a clerical, office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines. The noise level in the work environment is usually moderate.

Physical Demands

This is largely a sedentary role, however the employee may be required to walk or stand occasionally, use hands, fingers to handle, or feel, and reach with hands and arms. The employee is regularly required to talk or hear. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and color vision.

Travel

Periodic travel to state and local destinations, as well as some interstate travel is required.

Required Education and Experience

Dispatcher I

1. High School Diploma
2. Experience in meeting and dealing with people both over the telephone and in the office and use of telephone, computers, and communication systems.

Dispatcher II

1. All of the required education and experience listed above.
2. Two years or more experience as a Dispatcher I.
3. Proficiency in the objectives and essential duties section of a Dispatcher II.

Dispatcher III

1. All of the required education and experience listed above.
2. Two years or more experience as a Dispatcher II.
3. Proficiency in the objectives and essential duties section of a Dispatcher III.

Preferred Education and Experience

Dispatcher I, II, III

1. Two-Year Technical Degree
2. Knowledge of the electric utility industry.

Additional Eligibility Qualifications

1. Valid Driver's License.
2. Legally eligible to work in the United States.

EEO Statement

Aiken Electric Cooperative, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

At-Will Employment Statement

This job description is intended to outline the general duties and responsibilities of the position and is not a binding contract. Employment with Aiken Electric Cooperative, Inc. (AEC) is on an at-will basis, which means that either the employee or AEC may terminate the employment relationship at any time, with or without cause or notice, and for any lawful reason.

This document does not create an employment contract, expressed or implied, nor does it modify the at-will nature of employment.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Due to the nature of an electric and broadband utility , all employees are subject to working extended hours, holidays, nights, and weekends with or without notice. All employees of Aiken Electric Cooperative, Inc. may be required to work during Annual Meeting. Additional duties or responsibilities may be assigned.

Signatures
This job description has been approved by all levels of management:

Manager

HR

Employee signature below constitutes employee's understanding of the requirements, essential functions and duties of the position.

Employee Date

NRECA Electric Cooperative Employee Competencies

Business Acumen
Integrates business, organizational and industry knowledge to one's own job performance

Electric Cooperative Business Fundamentals
Understands and integrates cooperative principles and industry knowledge into daily practice.

Organizational Awareness and Alignment
Understands and supports the formal and informal decision-making structures and relationships in the organization.

Professional and Technical Credibility
Keeps current in area(s) of expertise and demonstrates competency within areas of functional responsibility.

Technology Management
Keeps current on developments and leverages technology in performance of job duties.

Safety Awareness
Applies core safety knowledge, skills and mindset to everyday work.

Interactions with Others
Builds constructive working relationships characterized by a high level of acceptance, cooperation, and mutual respect.

Ethics and Integrity
Demonstrates personal and professional honesty and chooses ethical courses of action.

Interpersonal Awareness
Maintains constructive working relationships characterized by a high level of acceptance, cooperation, and mutual respect.

Communication
Receives and conveys information to diverse audiences in diverse situations.

Collaboration and Teamwork
Works cooperatively and collaboratively with others to achieve collective goals.

Service Orientation
Demonstrates a desire and ability to serve and work in partnership with others (members, colleagues, stakeholders).

Respect and Appreciation of Differences
Recognizes, respects, and adapts to others' differences in order to work effectively.

Resourcefulness And Accountability

Takes responsibility for accomplishing work objectives and delivering business results.

Self-Management
Demonstrates resiliency and manages own time, priorities, and resources to achieve goals.

Flexibility and Innovation
Is adaptable and contributes creative ideas and solutions to meet changing business needs.

Results Oriented
Strives for excellence in achieving business outcomes.

Influence and Negotiation
Manages challenges in a constructive manner and reaches compromises, gains support and strives for win-win solutions.

Critical Thinking and Decision Making
Uses objective analysis and evaluation to make decisions and implement solutions.

Continuous Learning and Development
Displays curiosity and an ongoing commitment to learning and self-improvement.