SENIOR MOTOR EQUIPMENT DISPATCHER 60215

(Competitive)

 

DISTINGUISHING FEATURES OF THE CLASS

 

The work involves the responsibility for supervising the activities of Motor Equipment Dispatchers in the Department of Transportation. Under general supervision, an employee in this class is responsible for the accuracy and workflow of a data entry section and customer service. Occasionally providing informational services to the public regarding the services and operations of the Department of Transportation and to receive and follow-up on all complaints and service requests.  An employee in this class receives and processes complaints, requests for service, problems, referrals and questions over the telephone, in person and by email from the general public.  General supervision is received from an administrative superior.  Work is carried out independently with latitude for the exercise of initiative and independent judgement.  An employee in this class exercises general supervision over Motor Equipment Dispatchers.  Does related work as required.

 

TYPICAL WORK ACTIVITIES

 

  Performs routine coding incidental to the electronic recording of data: re-enters incorrect data file punch cards and related materials. Verifies correctness of department records for time keeping and public information documents.

   Receives accident and complaint calls regarding personal or property damage, poor road conditions, inadequate services or any action or negligence by the Department of Transportation.

   Gathers all needed information from the caller, requiring use of calm, controlled interrogation in cases of angry or upset persons; determines whether call is an emergency or routine matter, and decides on the appropriate department procedure to be followed.

   Checks other sources of information to obtain all needed facts pertaining to accidents and complaints.

   Occasionally makes calls to property owners relative to complaints of property damage, inadequate service and poor road conditions.

   Disposes of complaints by informing appropriate supervisors in Engineering or in the Highway Maintenance Facilities of situations needing action; follows up on the satisfactory resolution of complaints and files reports on all complaints as to final outcome.

   Maintains thorough records on all complaints taken and investigative work performed; maintains follow-up files on current complaints; prepares reports as directed.

   Provides information over the telephone and in person regarding the location,

functions and current work projects of the Department of Transportation.

   Supervises Motor Equipment Dispatchers with regard to complaint calls, requests for services, data entry accuracy and customer service.

   Trains Motor Equipment Dispatchers in use of two-way radio, telephone techniques, department policies and procedures related to handling of customer calls, and use of computer applications related to service requests and tracking of requests and complaints.

   Performs clerical work incidental to the job, such as using a two-way radio or personal computer; enters data into PC data base used for tracking employee daily activities and service requests and for problem management.

 

-2- 60215

 

 

FULL PERFORMANCE KNOWLEDGES, SKILLS, ABILITIES AND PERSONAL CHARACTERISTICS

 

Good knowledge of the operations and functions of the various units in the Department of Transportation.

   Good knowledge of the New York State Vehicle and Traffic Laws.

   Good knowledge of the principles and practices of highway safety.

   Good knowledge of the principles and practices of supervision.

   Working knowledge of general office procedures on clerical techniques, including use of a personal computer.

   Good knowledge of the methods and equipment used in data entry and verification of input media in connection with electronic recording of statistical and accounting data.

   Ability to obtain information through interviews.

   Ability to express oneself clearly and concisely, orally and in writing.

   Ability to prepare written materials designed to educate, inform and motivate the public.

   Ability to interpret and apply laws, codes, regulations and department policies in a variety of situations.

   Ability to recognize emergency as opposed to routine situations and to react appropriately to the situation.

   Ability to control phone conversations with distraught or angry callers through calm, carefully directed interrogation.

   Ability to use good judgement, tact and courtesy in responding to the public and elected officials on the phone or in person.

   Ability to train and supervise employees in a manner conducive to full performance and high morale.

   Physical condition commensurate with the demands of the position.

 

MINIMUM QUALIFICATIONS

 

Promotion:

Two (2) years of permanent non-competitive class status as a Motor Equipment Dispatcher.

 

Open-Competitive:

A. Two (2) years of work experience, or its part-time equivalent, in the disposition of complaints which requires the verification of information through interviews or review of documents or submission of reports; or,

B. Two(2) years of work experience, or its part-time equivalent in computer science, operations, or data entry equipment operation; or,

C. An equivalent combination of training and experience as defined by the limits of (A) and (B).

 

 

01/98 Date of Original Composition

06/2024 Revised

10/2024