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Operations Coordinator (338418)

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**For Emergent work only for the upcoming Winter Storm Season**

The Role:

The Community Liaison (CL) is the interface with towns and municipalities, providing the conduit for real-time information, support, notification, coordination, and communications between municipal officials and the Client for system restoration, including communication of mutual assistance activities. The CL is responsible for identifying critical information and issues to be relayed to our client's Unit Leader, and ultimately to the Liaison Officer, including issues such as damage assessment data, blocked roads, and requests to address emergent priorities that need to be relayed. The CL will deploy to either our Client's Emergency Operations Center (EOC) or a municipal EOC.

The Essentials:

Provide availability schedule to the CL Unit leader (Pre-event).
Initiate 'pre-event' phone calls to Emergency Managers in each town, and log results of phone calls on the Municipal Log.
Participate in Pre-Job Refresher briefings (Pre-event).
Call town officials to provide Client of Contact (PoC) information and to determine primary point of contact in the town for the event.
Share town PoC information with CL Unit Leader.
Keep call logs by town, each day of the event.
Participate on conference calls with the CL Unit Leader.
At shift change, reach out to impacted towns to provide the name of our client's contact and provide any status update.
Answer Community Liaison telephone line and provide support to callers, including: o Research issues as needed o Escalate issues to the CL Unit Leader o Transfer callers to the E911 customer o Help towns prioritize events escalated through the Liaison telephone line
Work with the Community Liaison Unit Leader to share restoration information with the Operations Branch Director in their assigned communities.
Interface with the Operations Branch Director at the Emergency Operations Center (EOC) and response personnel to understand the focus and progress of restoration in their assigned communities and share back to the EOC team critical issues raised by a town's representative.
Coordinate communications and messaging of municipal officials with the CL Unit Leader to ensure consistency and timeliness of information.
Provide email and telephone updates to municipal emergency incident commanders in the towns.
Research restoration-related issues with representatives of the EOC response team to address questions raised by municipal officials.
Research the status of restoration for highly escalated customer calls.
Coordinate messaging and outreach efforts with other CLs in the Region (and other Regional Restoration Management Teams (RMT), if serving the same community) through the CL Unit Leader.
Participate in regularly scheduled conference calls and incident briefings arranged by the Liaison Officer.
Coordinate with the Public Safety Specialist on the road-clearing process.
Direct relevant documentation to the Planning Section for disposition.
Participate in After Action Review(s) (Post-event).
Call towns where outages may still exist and communicate expected ETRs and staffing strategies to get remaining customers online (Post-event). Scan call logs to PDF documents and forward to the CL Unit Leader (Post-event).
Provide input to debrief process following a storm (Post-event).
What It's Going to Take:

Experience in municipal/government emergency management or civil preparedness roles is desired.

LICENSES & CERTIFICATIONS:
* Valid Motor Vehicle Operator's License is required. (BHI Energy will provide a suitable vehicle for the weather)
* Pass client's applicable eLearning modules and instructor led training for this position.
* Pass BHI's Cyber Security Training.

WORKING CONDITIONS:
* Must be available to work emergency restoration assignment as required.
* Must be available to travel to any Eversource territory, as necessary.
* Must be able to endure extended hours.
* Must be willing to share a two-person room for lodging if single rooms are not available.
* Must be willing to use own laptop computer.
* Must be willing to use own vehicle.
* Must bring appropriate clothing for weather conditions and any personal needs for multiple days away from home.



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