Employee Training

1
Employee Training Implementation
Anna PudiwitrCuivre River Electric Cooperative
2
Training Different Types of Dispatchers

• Day Shift (7-4) 4 Employees (1) Primary
  Dispatcher (3) Alternate Operations Employees
• Evening Shift (4-11 pm)4 Employees (1) Night
  Supervisor (3) Alternate CSRs
• Late Night Weekends (11-7)6 Employees (1-2)
  Transmission Coop CSRs answering for 8 Coops
• Staff Standby (Lg Outage Events)4
  Employees Engineering Operations Staff
  Rotates weekly

3
Knowledge Levels

• DayshiftOperations primary dispatcher and
  support group have good understanding of system
  and can convey to crews predicted devices type
  of outage etc.
• Night ShiftWear many hats serving Billing,
  Drive-up, Propane, Delinquent, and Trouble Calls.
  Some understanding of system.
• After HoursOff site at Transmission Cooperative
  Call out North or South crew by map location.
  Crews analyze cause of outage. Request Staff
  Standby turn on Porche IVR for Sub-Feeder
  Outages/Widespread Storm damage.
• Staff Standby Consists of Primary dayshift
  dispatcher and Engineering/Operations
  Supervisors. This group has firm knowledge of
  the system ability to control Substation OCRs
  and downline devices from SCADA.

4
Divide Succeed

• Made up Cheat Sheets Training Manual (27 pgs)
• Worked in small groups by Knowledge level going
  through basic (5) steps to handle 99 of all
  outages with live connection to DisSPatch. Went
  over Member/Device/Sub-Fdr Outage scenarios. Used
  Video Conferencing for Transmission (Late Night)
  employees with Hands On via Fiber connection.
• Train all CSRs other employees Calls Manager
  in large group.
• Educate Staff (Managers) of DisSPatch Calls
  Mgr.
• Cutover Day following weeks Fielded questions
  and provided support from computer at home over
  VPN.
• Worked on Networking issues which arose when more
  than one dispatcher was logged in utilizing
  Milsoft support and local IT.
• Kept GIS Dept. focused on resolving missing
  members device/circuit issues.

5
Dispatcher Manual-Highlights

• FIVE easy steps to resolve 99 of all outages
• Types of Outages (Member/Device/Sub-Fdr) Substatio
  n(s) (View using Work Environment)
• Substation(s) (When to use Closed w/Power)
• Subdivisions (Temp Feed) (Back Feed)
• Disregarding or Re-predicting an Outage
• Calls requiring Review (Special Remarks for
  Dispatcher from CSRs
• Un-Resolved Calls (Members or Non-Member calls
  such as EMS, Fire, etc.)

6
Cheat Sheet to Success

• DisSPatch Checklist Five Steps to Manage each
  Outage
• Pick Outage Ticket
• Assign Crew
• Set Verify Open
• Restore Outage Give Crew Outage Ex.
  2006-01-06-201
• Close Outage Ticket Input Outage Cause Codes

7
Backside Cheat Sheet (Dispatchers)
Substation Outages You can click on any line or
device
quickly go to any substation.
Technical Support You may wish to contact a
fellow dispatcher to help on a technical issue
with the software or contact Anna Troy office
[phone] or Home 555-555-5555 Cell
555-555-5555 Additional 24 Hour Support No
Charge MILSOFT-DisSPatch Support
1-800-344-5647 Their support staff is well versed
in their product and offer excellent support any
time day or night. Additional Phone Support
Ken Brightwell Cell 555-555-5555 or Anna
8
Calls Manager - Cheat Sheet
White No one assigned Red Map Location
Medical Alert Yellow Crew assigned Purple -
Unresolved, Not on Outage Map Blue Verified
Outage location Grayed Out Non-Outage
Completed Green Non-Outage Call Blue Map
Location Disc for Non-Pay
9
Customized Featuresfor After-Hours Dispatch

• Additional Checklist Boxes Propane Emergency
  Locate Fire Emergency DD or Street Light
  Out Re-Connect Load Control
• This allows them to use one piece of software to
  report to us (Cuivre River) other Non-Outage
  trouble that were addressed after hours.
• We also show them North or South in the
  Comments/DisSPatch Model for each Member - (See
  Call Mgr example on right)

North or South Crew Area noted in Comment Field
10
Continue to Learn Utilize All Features
11
Training for 2007

• Integrating ILEX Scada with DisSPatch
• Crews Management
• AMR/Turtle Cellnet integration Turtle II
  communications is working between both
  platforms but I have 3-4 meters that are falsely
  indicating a power interruption.
• Train New Night Employees

12
Ice Storm of January 2007

• We took full advantage of our 24 line IVR system
  and our customer service representatives. We
  have our Porche IVR system designed to allow
  emergency services or non-members the ability to
  always reach a live representative. Our highest
  peak hour took in 5,000 calls. We utilized 3
  DisSPatch stations within the Operations room for
  multiple purposes. The main dispatcher assigned
  crews and restored outages staying in
  communication with the crews. Another reviewed
  areas out and planned future assignments for
  existing and revolving crews. We brought in
  outside help from other cooperatives and our
  primary sub-contractor. They were supervised by
  engineering and safety personnel that know the
  system. The third station assisted in reviewing
  priority outages and clearing off any non-outage
  events. We pulled off tickets that had power on
  but tree trimming required and provided a list to
  the clearing crews and other tickets that could
  be addressed after restoration. The manager and
  other employees used Outage Web Viewer to monitor
  areas affected during the storm. Special Reports
  were created for FEMA review (By County, of
  Primary/Secondary)

13
Days of the Storm 1st Full Day
14
2nd Full Day
15
3rd Full Day
16
Last Full Day
17
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