Job Description for Service Master

In any type of professional activity related to citizens’ requests, the position of dispatcher occupies a special place. It is he who ensures the normal functioning of the responsible service of the enterprise, coordinates the actions of the working personnel and selects the most suitable business schedule. However, in order to perform his tasks, the dispatcher must have knowledge and skills that will help him correctly navigate his daily activities.

The publication examines the profession of a dispatcher using the housing and communal services service as an example, reflects the main features of work in this area, and also examines the requirements and instructions that an employee in a management organization must meet. If you are also interested in the job description of a dispatcher for the housing and communal services emergency dispatch service, we advise you to read the information presented below.

Features of the work of an emergency dispatch service operator

Before you find out the job requirements and responsibilities of a dispatch service employee, you need to familiarize yourself with the key features of this profession. The employee holding the presented position ensures coordination of the actions of repair teams, is responsible for timely response to incoming calls from the public and ensures the coordinated work of the entire team.

The manager draws up an optimal work schedule for repair teams to ensure the efficient operation of the management organization, and also notifies the population about ongoing activities for the planned shutdown of water, gas and electricity. The work schedule of the dispatcher himself in each management company is different: in some places he works every other day, in others he works in 12-hour shifts. In any case, the emergency dispatch service operates around the clock, as do its employees.

Main changes to the 2021 decree on emergency dispatch service in the housing and communal services sector

The regulations on the emergency dispatch service of the management company contain amendments to the Rules for the implementation of activities for the management of apartment buildings, approved by the RF Government of May 15, 2013 No. 416 (hereinafter referred to as Rules No. 416).

The new edition of clause 10 of Rules No. 416 describes in more detail the activities of the ADS, which:

• monitors the operation of intra-building engineering systems of apartment buildings;
• controls the quality of communal resources at the interface between elements of in-house engineering systems and centralized networks of engineering and technical support;
• registers around the clock and monitors the implementation, within the time limits established by paragraph 13 of Rules No. 416, of applications from owners and users of premises in the apartment building for the provision of services, maintenance of common property in the house, elimination of malfunctions and damage to in-house engineering systems and the fulfillment of other obligations of the management organization specified in the contract ;
• promptly takes measures to ensure the safety of citizens in the event of emergencies or possible threats.

The new rules say that emergency dispatch service is the responsibility of management organizations. They must ensure peace and quiet for citizens in accordance with the requirements of regulatory legal acts of the Russian Federation.

Clause 17 establishes a new name for the journal of applications from owners - the Journal for recording applications of owners and users of premises in apartment buildings. The rules for maintaining and storing the journal remain the same.

An additional requirement in accordance with clause 29 of Rules 416 is the reception of owners and users of premises in apartment buildings by the head of the management organization or other authorized persons at least once a month.

Responsibilities in the management company

The emergency service must be constantly ready to answer calls and quickly make decisions, therefore special attention is paid to the duties of the dispatcher in the management company. The main tasks that a manager performs at his workplace include the following:

• The employee must respond to incoming calls from the public in a timely manner. At the same time, he is obliged to provide the most detailed and reliable information about the current situation, if he is informed about it
• If an application has been received from residents with requirements for carrying out types of emergency or repair work, the dispatch service employee is obliged to inform employees of public utility enterprises about this
• In order to save labor resources, many management companies charge the dispatcher with the preparation of documentation, for example, statements of pressure testing of utility networks
• Recording all requests from citizens regarding the quality of services provided and monitoring their implementation
• Transfer of information about violations of living conditions to the control service
• Informing workers who transmit information to the population about planned shutdowns of gas, water and electricity
• Transfer of information about performed actions to responsible persons
• Checking and monitoring the timeliness of pipe flushing before the start of the new heating season

All records are kept by a specialist either in a paper application journal or in an electronic journal of a specialized accounting program. This is an important aspect of an employee’s activity, because Subsequently, the quality of preparation of the annual report on the work done at home depends on the correctness of maintaining such records. In case of proceedings with the State Housing Property Inspectorate or the prosecutor's office, the dates of filing applications can play a significant role and protect the company from fines.

Also, in addition to the main tasks presented above, the employee must undergo a number of mandatory briefings before starting work. Before taking up a position, it is recommended to check the compliance of working conditions with established standards.

Emergency dispatch support

home

Concept:

VKGO

— indoor gas equipment;

VDGO

– indoor gas equipment;

Maintenance and repair of VDGO/VKGO

– maintenance and (or) repair of in-house and (or) in-apartment gas equipment;

ADO

— emergency dispatch support — a set of measures to prevent and localize accidents that occur on gas distribution and gas consumption networks, including during the use of in-house and in-apartment gas equipment, aimed at eliminating an immediate threat to the life or health of citizens, causing damage to the property of individuals or legal entities , state or municipal property, the environment, the life or health of animals and plants (Section 2 of the Government of the Russian Federation of May 14, 2013 N 410 (as amended on March 19, 2020) “On measures to ensure safety when using and maintaining indoor and indoor gas equipment "(hereinafter referred to as the Rules).

Emergency dispatch support, including localization of emergency sections of the gas consumption network, elimination of gas leaks, prevention of accidents, is carried out around the clock by the emergency dispatch service of the gas distribution organization immediately upon receipt of information about an accident or the threat of its occurrence without complying with the requirement for prior agreement with the customer on the date(s) ) and the time to ensure access to the contractor’s employees to the in-house and (or) in-apartment gas equipment.

Emergency dispatch support is carried out by the gas distribution organization in accordance with the legislation of the Russian Federation and the Rules.

A specialized organization, which is not a gas distribution organization, enters into a contract with a gas distribution organization that has the obligation to transport gas to an apartment building (residential building, household), in which in-house and (or) intra-apartment gas equipment is installed, and also has an emergency dispatch service , an agreement on the implementation of emergency dispatch support for in-house and (or) in-apartment gas equipment.

Responsibility of the specialist

The activities of the emergency service are always associated with various dangerous situations; therefore, each employee has his own degree of responsibility for the quality of performance of job duties. The manager in this case is responsible in the following situations:

• When transmitting false information to citizens seeking help
• When false orders are given to housing and communal services employees
• The manager is responsible for illegal acts
• In the event that the dispatcher’s actions resulted in material damage to the organization

Job description of emergency dispatch service manager for housing and communal services

The manager of the housing maintenance area (hereinafter referred to as housing department) belongs to the category of specialists and is directly subordinate to [indicate the name of the manager’s position].

The housing department dispatcher is appointed and dismissed by order of the head of [name of organization].

The dispatcher undertakes to comply with hygiene rules. He must also eat, smoke and rest only in specially designated areas.

General position The dispatcher of the emergency dispatch service belongs to the category of specialists, is hired and dismissed by order of the director of the enterprise. A person with technical education and work experience in housing and communal services enterprises for at least one year is appointed to the position of dispatcher. ;. In case of commission of offenses in the course of carrying out their activities within the limits determined by the criminal, administrative and civil legislation of the Russian Federation.

Takes measures to prevent and eliminate production disruptions, involving, if necessary, the relevant services of the organization.

Introduces and ensures the rational use of technical means of operational production management.

He must also strictly follow the job description. If situations arise when the dispatcher is absent for some reason, his work duties must be performed by a person who is appointed in a certain order.

It is important to demand from the head of the organization assistance in the performance of his official duties and rights.

Requirements for the specialty

Since the dispatcher position carries a high degree of responsibility, special requirements apply to employees. The basic knowledge required to carry out the work and complete assigned tasks includes the following:

• Understanding the sequence and complexity of repair work
• Understanding time frames when planning the work of field teams
• Condition and characteristics of the housing stock managed by a specific dispatcher
• The employee must know exactly how housing services are provided to the population
• Methods and methods for quickly responding and transmitting information about incidents on site
• Methods of communicating information to citizens about the timing of repair work and restoring the supply of gas, water and electricity during their planned shutdown
• Basic knowledge in the field of office work will be useful in drawing up various acts and documents when performing work
• Basic safety regulations when performing repair work

Job description of gas service dispatcher

During the absence of the housing department manager, his duties are performed by a person appointed in the prescribed manner, who acquires the appropriate rights and is responsible for the proper performance of the duties assigned to him.

Electricians working in operational areas should also receive information from this specialist. The direct responsibilities of the housing and communal services dispatcher include receiving a report from the emergency service master.

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Reception and transmission of telephone messages, messages about accidents, damage, malfunctions of networks and structures of residential buildings, flooding of apartments and basements, leaking roofs, freezing of external walls and ceilings, deterioration of operating conditions, violations of the improvement of local areas, deterioration of its sanitary cleaning.

It provides a prompt response in the event of an emergency or unusual situation. In other words, this is a service that you can resort to in case of accidents in electrical networks, sewerage, pipelines, and so on. You can call the emergency service at any time of the day, because no one is immune from emergencies in the evening or night hours. Dispatch offices are created to promptly respond to calls.

Working as a dispatcher requires concentration; this employee becomes an example of responsibility for the rest of the company's employees. He must quickly respond to emergency situations, advise end users, fill out paperwork based on samples, and control the work process. Proper organization of work and resistance to stress are required to accurately perform duties.

Taking measures as instructed by the housing maintenance site foremen to post information about emergency or planned shutdowns of residential buildings from water, heat, gas, etc., as well as to ensure a cold water supply for the period of shutdown.

This position is understood as an employee whose main responsibilities are to ensure communication between the population and housing and communal services employees, updating data on the state of the territory entrusted to him through maintaining special logs, as well as monitoring the proper implementation of all types of work that are currently planned or are being carried out due to the accident that occurred.

Taking measures as instructed by the housing maintenance site foremen to post information about emergency or planned shutdowns of residential buildings from water, heat, gas, etc., as well as to ensure a cold water supply for the period of shutdown.

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It is also his direct responsibility to prevent similar situations. If circumstances require it, then he has the power to involve various support services that exist in the organization in solving the problem.

The future specialist must thoroughly study the software that is used in the supervisory control system.

Drawing up and registration of acts of investigation into the reasons for stopping the supply of water, heat, gas, etc. and transferring them to the accounting department for accounting for settlements with the population for utilities.

Using computer technology, communications and communications, carries out operational regulation of the progress of production and other types of core activities of the enterprise or its divisions in accordance with production programs, calendar plans and daily shift assignments.

The page provides a sample form of the document “Job Description of a Dispatcher” with the ability to download it in DOC and PDF format.

For emergency dispatch services of gas enterprises

The emergency service must be constantly ready to answer calls and quickly make decisions, therefore special attention is paid to the duties of the dispatcher in the management company.

Also, in addition to the main tasks presented above, the employee must undergo a number of mandatory briefings before starting work. Before taking up a position, it is recommended to check the compliance of working conditions with established standards.

Acting manager or other official authorized to approve the job description] [day, month, year] M. P.

Controls the provision of the Organization's divisions with the necessary materials, structures, components, equipment, as well as transport and loading and unloading equipment.

Professional standard: Emergency dispatcher

DI is a document containing information about the duties, rights and responsibilities of an employee. Instructions for the dispatcher are drawn up by the head of the personnel service in accordance with the laws of the Russian Federation, the Labor Code of the Russian Federation and the regulations of the organization in which the person works.

In any type of professional activity related to citizens’ requests, the position of dispatcher occupies a special place. It is he who ensures the normal functioning of the responsible service of the enterprise, coordinates the actions of the working personnel and selects the most suitable business schedule.

Regulatory legal acts, methodological materials on production planning and operational production management.

Without employees acting as dispatchers, normal operation of utility companies would not be possible. When working, an employee must adhere to the rules dictated by the laws of the Russian Federation and the job description.

Emergency housing and communal services - guarding communal well-being

Note. The functional responsibilities of a dispatcher are determined on the basis and scope of the qualification characteristics for the position of a dispatcher and can be supplemented and clarified when preparing a job description based on specific circumstances. When a property complex is privatized, bankruptcy inherits an insignificant insurance policy. The fine has been reorganized. The creditor orders offset. Ownership requires a dispositive penalty.

In addition to the foreman, such a document must be provided by workers on duty. The report must contain information about the work performed.

Failure to comply with instructions or improper performance of duties results in liability to the management company in the form of deprivation of position or compensation for damage caused.