Consultant Maritime Rescue Coordinator

Description

• Provides the full spectrum of maritime radio services, relating to national and international callers in accordance with agreed standards, ranging from the provision of standard and ad hoc information to making the national/international radio connection for callers as well as receiving and sending radiotelephony messages on voice
• These services are provided in accordance with agreed standards of service, i.t.o. etiquette and handling of each call, as well as agreed efficiencies with which each call has to be handled
• Furthermore, to monitor radio activity on the coastline and take action on distress situations according to International Maritime Organization’s rules and regulations
• REPORTING TO: SUPERVISOR: MARITIME RESCUE COORDINATION CENTRE
• DIVISION: COMMERCIAL
• DUTY STATION: WALVIS BAY
• GRADE: B4

Duties

• Serves as a switch for the RDD (Radio Direct Dialing) system
• Ensures that the system is always scanning on both IPC’s and operational
• Does daily backup of calls in case of any breakdown in the system
• Does monthly backup of data and passes on to the Supervisor for further processing of accounts
• Decisions are how to always deal successfully with non-standard cases, and keep users satisfied with the service provided
• Utilizes the NAVTEX system to send out Weather messages, Navigational Warnings and Traffic Lists as per scheduled times on all indicated frequencies
• Utilizes the NAVTEX system to send out certain distress messages to NAVTEX subscribers
• Ensures that messages are clear
• This comes out in readable NAVTEX format
• Decisions are about scheduling and maintaining correct times, also how to adjust system if messages are not clear
• Receives incoming signal and answers in accordance with agreed procedure
• Advises on frequency to go to in order to avoid interference, and what channel to use
• Obtains all relevant details from caller, e.g. name of caller, accounting authority, destination, etc. and notes these down, before arranging for requested call connection
• Let’s caller standby while making the call connection, then connects caller with desired destination, and monitors
• Once call is completed, informs caller about the duration of the call, and rings off
• Makes out the appropriate docket for charging the call and enters the call in the logbook
• In the event of a distress call during any other event taking place, the latter is immediately interrupted, and the distress event is immediately attended to
• Must be able to attend to two or more calls simultaneously, whilst ready to answer and queue waiting calls
• Decisions are mainly guided by procedure and nature of call
• Makes choices as to how to ensure clarity of connection and makes adjustments
• Receives distress signals and responds immediately to it by cutting all communication that is carried on with at that stage
• Acknowledges receipt of the call, and obtains all vital information, e.g. name of vessel, size, owner, seriousness of problem, etc
• Passes the information on to the Port Captain, and awaits further instructions from the latter, who is responsible for attending to the situation
• Where practical, establishes a direct line of communication between the On-Scene-Commander and the Port Captain; otherwise establishes communications between them on an on-demand basis
• In the case where time is of the essence, the operator uses own initiative to take action, e.g. to locate the vessel closest and most suitable to render assistance and appoint her as On-Scene-Commander
• Notifies his/her supervisor in charge, as well as owners and Lloyds
• Makes out distress messages and broadcasts on all ships’ frequencies to make sure that there is awareness throughout
• Where the distress is resolved by and large sends out another message “carry on with caution.”
• Keeps radio contact with the distressed vessel throughout the incident, and feeds information to owners and Port Captain as things progress
• Enters all aspects of the distress event into the logbook for future reference
• Decisions are mainly about what action to take in specifically serious situations
• Maintains an ongoing monitoring service when on shift, making sure that the whole coast is monitored for any distress or extraordinary situations
• Notes down any extraordinary events for reporting and possible follow-up
• When dealing with other calls, ensures that monitoring is still performed
• In the case of distress signals or calls takes the prescribed action steps
• Checks e-mail at the relevant times for weather bulletins
• If not received, downloads weather bulletins from SA Weather Service Website or, if not available on Internet, draws bulletins from telex
• Prepares weather bulletins, traffic lists and navigational warnings in good time and correct format for transmission on NAVTEX
• Ensures that numbering protocol is adhered to, in order to prevent message loss due to duplicate serial transmission on NAVTEX
• Broadcasts navigation warnings (for safety of life at sea), Weather bulletins for Shipping & Traffic Lists at scheduled times or on receipt
• Decisions are mainly about what to report and when to take action
• Is given responsibility on any given shift to take charge of the circuit logbook, which means that that agent takes full responsibility for it
• Notes down all events, calls, messages, etc. that will either need action or needs to be reported on
• Takes meticulous notes at great level of detail.
• In case of distress, notes down each individual action step with appropriate times, so that the log can account for the distress situation as a true reflection of what happened and when
• Reports to supervisor in the morning on all noteworthy events entered in the logbook
• Hands over log book to responsible person on next shift, who starts entering as per the shift starting
• Choices are clear-cut and determined by procedure and practice, little leeway
• All tickets/dockets relating to calls to/from Inland subscribers, calls to ships from National customers are booked on the Billing System
• Does the posting of Incoming Inland calls on Billing System
• Makes sure that all the information is accurately captured so that charges are duly posted
• Attends to and rectifies all Invalid Usage errors
• Makes all changes to specific radio accounts relating to registration, cancellation and changing of customer details
• Sees to it that the information is captured daily for inclusion in monthly invoices
• Decisions are mainly about scheduling time when to perform this task, and how to make sure that all information is duly captured
• Has to balance a friendly and supportive approach with efficiency considerations, i.e. deal with each call speedily, yet without being abrupt
• Prepares as much as possible relevant information and reference material (registers, key information) so that no time is wasted on enquiries having to do elaborate searches each time the enquiry is slightly complex
• Keeps a note pad and all relevant forms/tickets in reach, so that information can be recorded immediately
• Makes sure that the correct frequencies are chosen so that the likelihood of time loss due to interference or failure is minimized
• Decisions are about how to best manage peaks and valleys, and balance service levels & efficiency
• Maintains a consistent approach in answering the call in a friendly and courteous manner
• Shows clearly to the customer that s/he wants to assist the customer as best as possible and does not give the impression as if the customer is a nuisance
• Maintains good etiquette and remains professional and understanding even if the customer becomes rude/angry/ frustrated
• Makes sure that there are as little as possible comebacks, by providing good and correct information, and establishing sound telephone connections
• Liaises with colleagues on peak times, in order to co-ordinate the answering so as to maintain a short response time to customers
• Decisions are essentially about how to deal with each situation properly, while balancing various tasks during pressure times
• Decides on priorities between conflicting demands and chooses from a reasonable spectrum of responses depending on the customer’s reaction
• Makes sure that all call tickets are accurate and complete, and that none are missing
• Arranges tickets in correct batches at the end of every shift and passes on to the Agent responsible for further processing
• Answers queries from the processing sections about e.g. missing inputs, illegible tickets, damaged tickets, etc
• Where possible reconstructs the incident or helps as much as possible
• Makes sure that tickets always have all relevant information on them and that they are readable
• Decisions are mainly about how to arrange the sorting of tickets in such a way during the day that they can be completed by the end of the shift
• Prepares reports at the end of the shift which details all events, plus relevant comments
• Makes sure that reports are comprehensive and clear
• Liaises with colleagues on shift to make sure that all relevant detail is included
• Presents the report to the supervisor
• May assist supervisor in collating monthly reports, making sure that all relevant detail is included as per shift reports
• Reports all technical faults to TMN Windhoek for their attention
• Decisions are about what to include and what not
• After hours/weekends/public holidays/absence of Officer-in- harge/Supervisor, takes full responsibility of radio station and administrative duties
• Compiles and balances all radio & telegraph (incoming & outgoing) traffic statistics on a daily/weekly/monthly basis
• Prepares Telegraph Monthly Balance (TMB) on a daily/monthly basis and submits to Supervisor
• Compiles/reconciles overtime each week/month-end and submits to supervisor for further processing
• Submits all monthly radio & telegraph statistics to the supervisor
• Captures all Inland/Marine calls on a spreadsheet as backup if dockets are lost
• Backs up RDD calls on a daily/monthly basis and submits to Supervisor for further processing
• Compiles all relevant data for transmission to head-office
• Decisions are according to priority and workload, and thus re-arrange within deadline parameters as time is available

Requisites

• A Grade 12 Certificate (with a minimum of 20 points over 5 subjects including English) and Maritime Radio Certificate (GMDSS GOC – Marine) with at least 2-year experience in customers services environment or 2 years Radiotelephony experience
• Key Knowledge Required:
• Good knowledge of TN’s Standards and guidelines
• Good understanding of TN’s market and technology strategy, positioning and product portfolio, good knowledge of Telecom Namibia’s business processes, very good knowledge of Telecom Namibia’s standards and ranges within dispute resolution
• Extensive knowledge of all applications and processes within Maritime Radio Centre, very good knowledge of Telecom Namibia’s terms & conditions
• Evaluation methods Basic Statistical methods
• Persoanlity Requirements:
• Decision making and assertive, High sense of responsibility, Outstanding sense of customer orientation, High level of emotional intelligence, social competence, Lateral thinker, Communicative, Resourceful, Driven and highly goal orientated
• Good ability to perform under pressure

Notes

• Only shortlisted applicants will be contacted
• Indicate the source of this job post: working.co.na
• Suitably qualified applicants from the designated groups defined in the Affirmative Act ion Act (1998) are encouraged to apply
• Please note that only short-listed candidates will be communicated with and no personal documents will be returned
• Applicants requiring further information about these jobs should direct their inquiries to the following person:
• • Mr Andreas Shapaka, Supervisor: Maritime Rescue Coordination Centre at +264 (0) 85 522 0972
• Candidates should ensure that all qualifications are evaluated and verified by the Namibia Qualifications Authority

How to Apply

• 1. Documentation
• Comprehensive Application
• Cover Letter
• Curriculum Vitae
• Copies of Educational Qualifications
• 2. Application
• Send your Documentation to The Acting: Human Resources Business Partner: Commercial Divisions humancapital@telecom.na with the Subject line “Consultant Maritime Rescue Coordinator”