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Emergency & Operations Representative


Surrey, BC, CA

Affiliation: MoveUP
Employment Status: Full-Time Temporary
Salary Min: $30.37 Hourly
Temp Duration: 9 - 12 months

We’re looking for new talent to join us as we reinvent the future of energy. Across BC, we have a diverse team of more than 2,400 employees we can’t do without, yet we’re growing as fast as ever.

You may think we’re your standard utility that delivers natural gas and electricity, but we’re also into cool, innovative energy solutions. Think carbon capture, renewable energies and lower-carbon transportation for a start. We believe in creating a cleaner, healthier tomorrow.

If you like meaningful work, a dynamic environment and forward-thinking colleagues, build your career with us. You’ll get opportunities to grow, lead, solve, and create. So what are you waiting for? Let’s rethink energy together.


  • Assigns, dispatches and monitors after-hours emergency, trouble and routine work and provides a wide range of detailed job information to crews, customers, other utilities and government agencies, which includes:
    • expediting field resources, tools, equipment and services required to support field activities;
    • receiving and responding to utility, municipal and government agency inquiries;
    • using technical knowledge and understanding of operations policies and procedures to respond to complex inquiries; and,
    • monitoring and modifying resource availability and safety while working alone for field staff resources.
  • Receives or initiates reports of system damages to other services such as sewer damage, street lighting damage and pavement cuts and maintains related records. Follows Fortis BC emergency procedures to notify area managers, fire/police departments and municipalities via e-mail, telephone, Gas Event Messaging System; maintains related emergency records. 
  • Receives a variety of after-hours emergency and trouble calls and assigns and dispatches field staff resources to investigate and rectify gas-related problems and complaints.
  • Receives reports of gas service faults or complaints throughout the Province from Accenture Business Services for Utilities (ABSU), fire, police or municipal offices or others, which includes:
    • questioning reporting source to assess and establish the probable cause, urgency and location of reported problems;
    • initiating emergency and trouble orders for calls received by completing appropriate system entry and documentation and indicating action priority;
    • maintaining records, reporting on field staff resources disposition and contact times, field staff resources arrival on site, one-man crew activity, trouble calls received and orders issued, planned service interruptions, service disconnects/reconnects and actions taken by others; and,
    • advising manager when workload trends indicate immediate needs for temporary addition to integrated resource management staff.
  • Participates in activities to coordinate total response to service outages/emergencies and performs a variety of duties while assigning and dispatching field staff resources to investigate and rectify reported system service faults, including:
    • Referring to area call-out listings to identify and contact first available crew by telephone or radio, and/or contacting supervisor to arrange additional crew assignments;
    • Coordinating gas service information such as service area covered, service addresses, precise location of service, status of main, valves, stations, and gas line feeds;
    • Interprets drawings, plate maps and sketches for comparison to available data to ensure gas information corresponds to request;
    • Informing others such as Communications department, safety trainers, and area managers of the nature, cause and location of major outages;
    • Advising special customers affected (including commercial, industrial, institutional, and medical customers) of service outage cause, expected duration and subsequently confirming service restoration; and
    • Assist various parties (i.e. billing department, field technicians) with FortisBC procedures, priorities and processes.
  • Answers complex and routine inquiries regarding meter identification, requests for field resources, equipment and job status from Operations managers, planning and design staff and field staff resources. Maintains contact with field staff resources regarding scheduled and ongoing work. Respond to enquiries regarding job status and emergency work. Initiates action after hours when security alarm response required. Maintains knowledge of changing procedures and safety regulations pertaining to the field operations environment.

  • Assists Emergency Support Manager with activities related to emergency preparation and response by:
    • Becoming and remaining knowledgeable with the Corporate and Distribution Emergency Response Plans;
    • Activating appropriate levels of emergency response based on FortisBC emergency plans;
    • Recognizing, and performing all aspects of, the changing nature of the EOR role, as incidents escalate;
    • Assisting in creating, reviewing and maintaining emergency support documentation (e.g. EOC evacuation plan, flow charts and decision trees, data information system) and any other documentation contained in EOC;
    • Assisting in creating, maintaining and upgrading emergency backup musters for FortisBC as required;
    • Answering and responds to all EOC corporate emergency phone lines, 24 hours per day, 7 days per week as required;
    • Liaising with internal and external agencies as required with respect to levels of escalation due to internal or external emergency incidents;
    • Ensuring, as directed, that the readiness of the Emergency Operations Centre is maintained through organizing the room and materials, testing equipment (including phones and/or video machines), and inputting data and maintaining records; and
    • Participating in other emergency support functions as requested.
  • Re-arranges appointments with customers, assigning and scheduling resources as required.
  • Operates a computer terminal to access, update, extract, interpret and communicate a variety of information requests to support the operations group.
  • Prepares and processes work orders and notifications, enters and/or corrects field collection data and follow on work requirements. Ensures all information required to process job is complete and monitors the progress of the job through completion.
  • May be required to provide relief coverage for integrated resource management staff when necessary due to workload or staffing requirements.
  • Provides clerical and administrative support including intercepting and processing inquiries, monitoring work order status and integrity of field completion data, supporting variance analysis and reporting.
  • Performs duties of a minor nature related to the above duties, which do not affect the rating of the job.


  • High School Graduation including courses in business communications and office practices
  • Three (3) years recent directly related experience
  • Knowledge of Customer Service, Construction & Maintenance and System Operations processes and procedures
  • Working knowledge of various software applications and dispatch/radio equipment in use in the department  (Click, IC-Web, SAP, AM/FM, DCRS,  Internet, MS Office, etc.)
  • Intermediate level keyboarding skills
  • Demonstrated ability to distribute and monitor field work
  • Demonstrated ability to analyze workload against available staff and determine appropriate course of action
  • Demonstrated ability to organize and prioritize work, multitask and work under pressure during emergency/peak workload situations
  • Demonstrate ability to communicate effectively with others in both a courteous and professional manner
  • Demonstrated ability to interpret data from a variety of sources, analyze information and make sound judgments/decisions
  • Valid British Columbia Class 5 Drivers License

Additional Information

  • This position has restricted holiday availability based on operational requirements, for certain months of the year, as per article 14.06
  • Work activities are intense and could result in a highly stressful work environment.
  • There is a 24/7 shift requirement.
  • Must respond to emergency call out at anytime day or night, as workload and system requires.

What you need to know:

This role is covered under the FortisBC/MoveUP Collective Agreement.

Our engaging workplace offers a wide range of challenging opportunities, while being safe, inclusive and diverse. We offer a competitive salary and benefits package, while supporting life-long career development. We also encourage volunteerism and nourish the need to give back to your community.


The safety of our customers and FortisBC family members is our number one priority. Depending on the responsibilities of the job, some employees may work remotely or continue to report to the office. To ensure the safety of our employees on our job sites, there is strict adherence to our worksite safety plans and social distancing practices. As an essential service provider, we’ll continue to follow the government COVID-19 guidelines and adjust our plans as necessary. As we welcome new employees, our commitment to safety remains for all of our FortisBC family.


To learn more about the recruitment process with FortisBC, please visit the You’re Applying. What now? page for additional information. 

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