Restoration Centre Dispatcher Trainee

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At BC Hydro, we’re working towards creating a cleaner and more sustainable future for all British Columbians and need

people like you to help us. A career at BC Hydro is meaningful and provides you the opportunity to be part of a talented,

inclusive, and diverse team. We offer a healthy work-life balance, competitive wages, a comprehensive benefits package,

and training opportunities to support you in your career growth. We're proud to be ranked as one of B.C.'s Top Employers

and one of Canada's Best Diversity Employers.

We invite you to join us as we build an even cleaner B.C. We welcome applications from all qualified job seekers. If you’re a

person with a disability, please let us know by emailing [email protected], as adjustments can be made to

help support you in your application process.

Restoration Centre Dispatcher Trainee

Number of positions: 1 Job Location: Vernon Ctl Ctr

Employment type: Temporary Region: Southern Interior

Hours of work: Full-time (37.5 hrs/wk) Flexible Work Role: Field

Annual salary: $ 70,600.00

What you'll do

• Responds to electrical system problems and complaints from the public, emergency services, government agencies, other

utilities, municipal offices and other BC Hydro staff by performing duties such as: questioning source of report to obtain or

clarify information, assess urgency, exact location and probable cause; determining whether emergency, public hazard or

non-emergency situation exists, the extent of the hazard and whether feeder de-energization is required; initiating feeder

de-energization as necessary; assessing customer's ability to correct condition and advising customers of action required to

correct problem; initiating and prioritizing emergent, urgent and routine trouble orders and issuing service orders including

street light orders, investigation orders, and maintenance orders; accessing the customer care system to locate and update

customer information and utilizing outage management system and software to identify problem devices, the extent of

outages and to amend outage information; and redirecting calls to appropriate departments; and providing general

information to customers on a wide variety of customer service issues.

• Dispatches a variety of trouble calls, service faults and other service orders to line crews, technicians, contractors and

other utilities via computerized outage management and mobile workforce management systems, radio, phone or printer.

Calls out line crews, technicians, contractors, managers, and other BC Hydro staff to respond to trouble orders. Monitors

dispatched orders to ensure appropriate action is taken within allowable time limits, to pass updated information on to crews

as it is received, to arrange for additional crew members and resources to attend to specific problems as requested by line

crews and to follow up on orders that have not been completed. Informs various BC Hydro internal departments and

external agencies of nature and cause of major outages; updates phone messaging system as required during outages;

advises special customers of service outages.

• Estimates time of arrival (ETA) and restoration (ETR) and indicates evaluation, communication and restoration information

for customer and public feedback messaging by phone and internet. Updates outage management system to accurately

reflect the number of customers and correct boundaries of outages. Updates Customer Contact Centre staff and corporate

communications staff on the status of outages or disturbances in the distribution system.

• Answers emergency phone calls around-the-clock from emergency services, key account customers, hospitals,

municipalities, government agencies and other utilities, and answers routine trouble calls outside regular call centre hours.

Reviews and corrects trouble calls taken by Customer Contact Centre staff during regular hours and provides day-to-day

direction, advice and assistance to call centre staff in dealing with trouble calls. Prepares and provides statistics on call

centre trouble call quality and provides examples for follow-up training.

• Provides the initial response to major service outages caused by events such as widespread storms and natural disasters

by: determining extent of distribution system outages, repairs required and possible hazardous conditions; updating

Customer Contact Centre staff, BC Hydro System Operations (TDSO) staff, corporate communications staff, local field

managers, and emergency coordination centres on the status of major outages or disturbances in the distribution system;

and providing background information related to emergency action taken. Participates in BC Hydro's response efforts during

widespread or long-term situations by utilizing additional functionality in outage management system to efficiently monitor

events and manage and dispatch orders.

• Monitors workload trends and when workload trends indicate high volumes, may decide to call in additional Dispatchers,

arrange for additional line crews, arrange for extended Customer Contact Centre hours, arrange for extended line office

hours, arrange for additional staffing at Customer Contact Centre, or arrange for additional staffing at line offices.

• Performs timed safety checks for all departments across BC Hydro in keeping with provincial safety regulations and

corporate policy. Monitors emergency radio and performs tests quarterly.

• Responds to a variety of BC Hydro customer calls and inquiries during after-hours and on weekends and holidays.

Research customer complaints forwarded to the Restoration Centre (RC) from the Customer Contact Centre and internal

departments and responds to customers directly or provides background information to originating department. Responds

to after-hour BC One Call requests for emergency underground locates by accessing maps through the outage

management system; decides if additional action is required and dispatches resources to location accordingly.

• Acts as the first point of contact to assist crews and local office staff with outage management and dispatch system usage

and problems by providing real-time training to users, identifying specific systems problems, referring specific problems to

appropriate technical support personnel and following up on other errors such as mapping errors. Updates one-line

diagrams, primary maps and feeder information spreadsheets.

• Provides technical advice and guidance to Restoration Centre Dispatcher Trainee, as well as providing classroom and

one-on-one training for Customer Contact Centre staff. Meets with managers and staff from various departments to provide

updates on the restoration centre and trouble call processes, receive their feedback and report feedback to RC managers.

• Maintains associated trouble call records and reports and processes on computerized systems.

• Performs duties of a minor nature related to the above duties that do not affect the rating of the job.

What you bring

• High school graduation with English 12 or equivalent education (such as B.C. Adult Graduation Diploma or GED

certificate)

AND

• Completion of BC Hydro’s Restoration Centre Dispatcher training program

AND

• One (1) year of demonstrated dispatching experience in trouble or emergency response calls and outage coordination; or

equivalent to a fully qualified Restoration Centre Dispatcher.

Completion of Math 12 and Physics 11 considered an asset.

What we offer

• A comprehensive benefits package
• A minimum of 15 paid vacation days
• A lifetime pension
• Flexible work model, depending on your role type
• Training and development courses

For more information on the benefits we offer, visit bchydro.com/benefits.

• This is a full time temporary position for 6 months with a potential extension of another 6 months.

• This is the entry level dispatch position in the Restoration Centre Operations

• Normal office conditions.

• Required to work rotating shifts providing 24 hour x 7 day coverage.

• Required to respond to call outs for emergency situations or coverage of shift schedule.

• Occasional exposure to pressure from high volume of phone calls and public demand for rapid outage restoration and

coordination required during storm damage.

The successful candidate must demonstrate :

• Ability to organize and dispatch work to accommodate changing priorities within established timeliness
• Strong multi-tasking skills in order to process volumes of detailed information with accuracy
• Independent thinking, application of sound judgment, and maintain professionalism and tact while responding promptly to

stressful situations.

Please be advised that this role has been assessed as safety sensitive and pre-qualification alcohol and drug testing will be

required as a pre-condition to employment.

This position will be advertised internally and externally concurrently.

What else you should know

This position is affiliated with the Movement of United Professionals union (MoveUP/COPE). http://moveuptogether.ca

Before you apply, please confirm you meet BC Hydro’s time in role requirement. M&P employees must meet the time in role

requirements specified in the updated M&P TIR policy. For MoveUP and IBEW employees, the current time in role as

outlined in the Collective Agreements will apply.

Don't forget to update your Candidate Profile with your current resume and copies of your certifications. If applicable,

include your Trades Qualification. This will ensure we have all the necessary information to assess your application without

any delays.

Date Posted: 2026-10-13 Closing Date: 2026-10-25

For internal use 52530493