Podcast
Questions and Answers
What is the primary responsibility of Helpline Personnel under CPD's program?
What is the primary responsibility of Helpline Personnel under CPD's program?
The IC3 is composed solely of the Shift Manager and Dispatch Officers.
The IC3 is composed solely of the Shift Manager and Dispatch Officers.
False
What must be verified before closing a service memo?
What must be verified before closing a service memo?
That the complaint has been resolved.
The _______ must clear the service memo ticket or fault ticket.
The _______ must clear the service memo ticket or fault ticket.
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Match the following roles with their responsibilities:
Match the following roles with their responsibilities:
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What is the primary responsibility of the Shift Manager during a shift?
What is the primary responsibility of the Shift Manager during a shift?
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The Fault and Personnel Dispatch Officer is responsible for coordinating with other areas only in case of major faults.
The Fault and Personnel Dispatch Officer is responsible for coordinating with other areas only in case of major faults.
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What must be sent to targeted MCOs during an emergency or unscheduled power interruption?
What must be sent to targeted MCOs during an emergency or unscheduled power interruption?
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The Distribution Dispatch Officer must ensure that ___ are informed and coordinated.
The Distribution Dispatch Officer must ensure that ___ are informed and coordinated.
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Match the following roles with their primary responsibilities:
Match the following roles with their primary responsibilities:
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How often must the grid status be updated?
How often must the grid status be updated?
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Proper turnover must be observed for every shift.
Proper turnover must be observed for every shift.
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What must the Shift Manager report regarding untoward incidents?
What must the Shift Manager report regarding untoward incidents?
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All __________ complaints lodged through District Offices must be encoded in the MCSW system.
All __________ complaints lodged through District Offices must be encoded in the MCSW system.
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What should be reported for each vehicle?
What should be reported for each vehicle?
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Study Notes
Integrated Control and Command Center (IC3)
- A team formed for the distribution system operation, fault, and personnel management dispatch.
- Composed of:
- Helpline Personnel
- Distribution Dispatch Officer
- Fault and Personnel Dispatch Officer
- Shift Manager
IC3 Personnel Responsibilities
-
Helpline Personnel:
- Receive inquiries, complaints, and information 24/7
- Create service memos or fault tickets for every complaint or inquiry
- Close service memos after verifying with the consumer that the complaint is resolved
- Update social media posts on unscheduled power interruptions
- Receive information on scheduled power interruptions
- Send text blasts to MCOs during emergencies
- Ensure proper shift turnover
-
Distribution Dispatch Officer:
- Manage the operation of the sub-transmission / distribution of ORMECO Grid
- Monitor and ensure stability of ORMECO facilities
- Inform and coordinate with substation tenders
- Maintain and record all data
- Ensure safety of working personnel
- Provide hourly grid status and forecast updates
-
Fault and Personnel Dispatch Officer:
- Dispatch maintenance personnel to service memos or fault tickets
- Ensure all faults are addressed
- Coordinate with departments for personnel augmentation
- Implement "nearest to the site" dispatch
- Monitor maintenance personnel's whereabouts and status
- Maintain communication with field personnel
- Prioritize maximum personnel productivity (travel time, response time, quality of work)
- Ensure data accuracy and availability
-
Shift Manager:
- Overall responsibility for the cooperative operation, particularly the IC3
- Ensure the availability, reliability, quality, and sufficiency of power
- Ensure the availability and productivity of personnel, data accuracy, and availability
- Responsible for the following outcomes:
- Engineering analysis and solutions to significant incidents
- Escalation and dissemination of information
- Supervise dissemination of information and response on ORMECO’s social media page
- Prepare Shift Report with the following details:
- Daily Accomplishments including:
- Helpline calls received
- Trouble tickets created and closed
- Plant status forecast
- Feeder status
- Scheduled and Emergency activities
- Cartrack alarms
- Daily Activity Summary per District
- New, disconnect, reconnect, and change meter activities
- Daily Accomplishments including:
Key Notes
- All localized complaints lodged through District Offices are encoded in the MCSW system and dispatched by the IC3.
- Shift Manager coordinates with different Department Heads and signs necessary documents during non-office hours and holidays
- The IC3 is responsible for system invasive activities and out-of-route vehicle tracking.
- District leadman and/or foreman report their daily activities to the IC3 before the shift ends.
- Vehicle fuel consumption and distance traveled are part of the shift report.
- Changed meters are reported to Billing daily.
- The Shift Manager is responsible for creating the shift report for the following shift to handle.
- The Shift Manager focuses on efficient personnel dispatch, fault management, vehicle rationalization, and supply sufficiency.
- The Shift Manager also manages fuel consumption and distance traveled by vehicles.
- The Shift Manager is responsible for load dispatching and SAIDI/SAIFi performance.
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Description
This quiz covers the roles and responsibilities within the Integrated Control and Command Center (IC3) team, focusing on the helpline personnel and distribution dispatch officers. Test your knowledge about their tasks, communication processes, and the importance of managing distribution operations effectively. Ideal for those looking to understand the dynamics of personnel management in utilities.
