Operations Response Center (ORC) Trainee

Full Job Description

Seattle Public Utilities' (SPU) Risk and Quality Assurance Division is recruiting for an Operations Response Center (ORC) Trainee.

As an ORC Operator, you'll serve as the critical first point of contact for utility emergency response, service calls, and communications with employees, customers, and the general public.

This essential role combines comprehensive classroom training, hands-on field experience, and real-world operational learning to prepare you for 24/7 emergency response coordination.

You will report directly to the Operations Response Center Manager and become an integral part of SPU's emergency management infrastructure.

About Seattle Public Utilities: Seattle Public Utilities (SPU) is a community-centered utility that delivers vital services to Seattle residents and businesses including drinking water, drainage and wastewater, and garbage/recycling/compost. SPU also provides drinking water for 1.6 million customers in the region. SPU’s work includes system maintenance and improvements and keeping Seattle clean. Over 1,400 SPU employees work with our community to provide affordable and equitable stewardship of our water and waste resources for future generations.

For more information about Seattle Public Utilities (SPU), checkout the:

• SPU Website
• SPU Workplace Expectations
• Strategic Business Plan

SPU commits to Our City Values and Race and Social Justice as core principles that guide our work. We actively take steps to dismantle systemic racism and increase service equity.

We value diverse life experiences and strive to create a workplace that is welcoming to all. We take steps to be inclusive and equitable in our recruiting, hiring and promotional opportunities.

We know work isn’t only about what you do, it’s also about who you work for and with! SPU provides a fun and family-friendly work environment that supports a work life balance, including:

• Family-friendly and multicultural work environment
• Generous benefits package
• Free public transportation options
• City pension plan with employer/employee contributions
• Growth potential and advancement opportunities

Requirements

During your comprehensive training program, you will develop expertise in the following areas:

Emergency Response & Dispatch

• Serve as the designated point of contact for all utility emergency response activities, coordinating responses to both natural and human-made emergencies
• Manage central dispatch and triage functions for emergency situations and routine service calls affecting utility infrastructure
• Coordinate with local law enforcement, emergency responders, and other jurisdictions during critical incidents
• Develop, implement, and maintain emergency response protocols for all natural and human-made hazards

Communications & Customer Service

• Provide centralized communication to field employees performing planned work across all utility lines of business
• Handle service calls and communications with employees, customers, and the general public, coordinating with the Customer Service Center as needed
• Maintain and operate the Communicator and Geo-notify systems to place mass communications to large groups during emergencies

Systems Management & Security

• Operate, test, and maintain communications, security, and automated systems essential to utility operations
• Monitor and respond to security protection system alarms, assess situations, and coordinate first responder deployment
• Manage SPU Card key system, including monitoring access rights, troubleshooting alarms, and maintaining security protocols
• Monitor cameras and alarms at various SPU facilities and respond according to established procedures

Documentation & Analysis

• Conduct field staff check-ins and check-outs to maintain accountability and safety
• Document incident information thoroughly and prepare detailed reports
• Analyze operational data to identify trends and improve response protocols

Please note this job advertisement 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.

Qualifications

Education: Work requires a High School diploma or GED

Experience: One year of experience in a computerized environment or a combination of education, training, and experience that provides the necessary knowledge, skills, and abilities required to perform the work of the class.

This year includes public contact and/or utility field experience with a strong customer service focus and the ability to type a minimum of 35 words per minute

Working Environment & Physical Demands:

• Work schedule reflects seven-day, 24-hour operation including graveyard shifts, evenings, holidays, and weekends
• Must be available to work extended shifts during emergencies, extreme weather events, storms, and natural disasters
• Most work performed in an office environment with computer workstations
• No telework or flexible scheduling options available for this position due to operational requirements

Desired Qualifications

• Previous experience in emergency dispatch, 911 operations, emergency management, or call center operations
• Familiarity with utility operations, public works, or infrastructure systems
• Experience with multi-line phone systems, radio communications, or mass notification systems
• Knowledge of security systems, access control systems, CCTV monitoring, or alarm response procedures
• Strong problem-solving abilities and capacity to remain calm and effective under pressure
• Excellent written and verbal communication skills with attention to detail
• Demonstrated commitment to equity, diversity, and inclusion principles
• Ability to work independently and make sound decisions in emergency situations.

Additional Information

Application Requirement(s):

1. A complete NEOGOV/Government Jobs on-line application

2. Supplemental questionnaire responses

3. Attached Resume & Cover Letter describing your skills and experience in relation to this position.

~Candidates submitting an incomplete Application Packages will NOT be considered~

Candidates who advance to the interview stage will be required to take a typing assessment as part of the selection process.

The full salary range for this position is $33.23 - $38.66 per hour.

Benefits: The City of Seattle offers a comprehensive benefits package including vacation, holiday, and sick leave as well as medical, dental, vision, life and long-term disability insurance for employees and their dependents.

More information about employee benefits is available on the City's website at:https://www.seattle.gov/human-resources/benefits/employees-and-covered-family-members/most-employees-plans.

Who may apply: The City of Seattle encourages people of all backgrounds to apply, including people of color, immigrants, refugees, women, LGBTQ, people with disabilities, veterans, and those with diverse life experience.

This position is open to all qualified candidates that meet the minimum qualifications. The City of Seattle values diverse perspectives and life experiences.

Applicants will be considered regardless of race, color, creed, national origin, ancestry, sex, marital status, disability, religious or political affiliation, age, sexual orientation, or gender identity.

If you have any questions, please contact Erika Monroe at erika.monroe@seattle.gov