Clerk Iii

**Requisition ID**:42600

**Organization**

Located on the traditional, ancestral and unceded lands of the xʷməθkʷəy̓əm (Musqueam), Sḵwx̱wú7mesh (Squamish), and səlilwətaɬ (Tsleil-Waututh) Peoples, Vancouver has a commitment to becoming a City of Reconciliation. Vancouver consistently ranks as one of the world’s most liveable and environmentally sustainable cities. Named among Canada's Top 100 Employers, BC's Top Employers, and Canada's Greenest Employers, the City of Vancouver seeks colleagues who can help shape and embody our core commitments to sustainability, reconciliation, equity and outstanding quality of life for all residents.

Consider joining our committed team of staff and being part of an innovative, inclusive and rewarding workplace.

**Main Purpose and Function**

The Clerk III (Water Records Clerk) is a member of the Water Operations Branch office team and focuses on leading support for crews and customers with water connections, system repairs, service calls and other related field work. This position is a key part of daily Branch operations, providing core support and service to customers, City crews, 311, Superintendents and other City staff and business areas.

**Specific Duties/Responsibilities**
- Provides administrative support to the Waterworks Operations Branch and its partners - work areas include Field Support, Meters & AMR, Connections & Repairs, System Control, DFPS, Records & Dispatch and 311.
- Performs a range of moderate to complex clerical and dispatch duties with a focus on supporting crews and customers for field work including water connections, repairs, permits, main breaks, hydrant replacements and hydrant use permits.
- Creates utility packages for crew excavation work as per regulations and guidelines, including BC One Call requests.
- Is a Main Waterworks Branch contact to hear and interpret customer disputes over crew call-out fees and determines if charges to customer will be waived based on the customer’s dispute information, the facts and data of the crew’s work and interpreting City bylaw.
- Coaches, monitors and assigns work to new staff and OSCIII positions and ensure expectations are meet, including accuracy and timeliness.
- Liaises between customers, crews, 311, Waterworks and other City departments to assist with customer requests, crew jobs and resolving issues.
- Researches customer service and operation requests and provides related information to customers, crews, 311, Superintendents and other City staff.
- Creates and updates Hansen data, including service requests, work orders and assets.
- Creates and updates spreadsheets, documents and other related items.
- Assists with identifying, documenting and implementing work process instructions, manuals, forms and improvements.
- Assists and trains other staff that are not fully familiar with the work performed.
- Assists with backfill and backlog support to other clerical positions as required.
- Perform work in an accurate, timely and tactful manner.
- Performs other related duties/responsibilities as assigned.

**Minimum Qualification Requirements**

Education and Experience:

- Considerable related experience as an Office Support Clerk III, or an equivalent combination of training and experience.
- Courses or related experience in office administration, computer systems and public works are an asset.
- Experience in dispatching is an asset.

Knowledge, Skills and Abilities:

- Working knowledge of public works and Waterworks field operations.
- Working knowledge of dispatching and 311.
- Working knowledge of the principles and practices of office record keeping
- Ability to problem solve, exercise sound judgment, and make decisions using common sense and information available.
- Proficiency in Outlook, Excel, Word and Internet Explorer (or other web browser). Proficiency in Hansen, VanMap, POSSE, VanDocs and SAP.
- Ability to perform data entry with attention to detail, accuracy and timeliness.
- Good interpersonal and written/oral communications skills with the ability to effectively use telephone and radio systems.
- Ability to effectively liaise with various levels of City staff, including crews, 311, Operations staff, Engineering Design staff and Superintendents.
- Ability to deal tactfully and effectively with the public and other stakeholders, including providing information and assistance which may involve making decisions requiring explanation of applicable rules and procedures.
- Ability to work as an effective team member with other staff.
- Ability to assign and review the work of a few employees engaged in routine office operations
- Ability to independently perform business functions of moderate complexity.
- Ability to receive direction from a Supervisor and carry out tasks independently.
- Ability to prioritize and organize work, handle multiple assignments and meet deadlines.
- Ability to work in a high volume environment with frequent interruptions and changing p