ELECTRIC SYSTEM OPERATIONS PROCEDURE: ES 40307 ECR 1400

TITLE: ELECTRIC SERVICE RESPONSE TROUBLESHOOTER JOB COMPLETION REQUIREMENT

CREATION DATE: 7/16/21 REVISED:

ASSIGNMENT OF RESPONSIBILITY: The Sr Director of Energy Operations or his designee

shall be responsible for the maintenance of this procedure which is intended to:

• Specify procedures to be followed by the Electric Troubleshooters when working on

any Residential or Commercial JEA Service in a Non-Storm Related Event

PROCEDURE:

1. General Description

1.1. Prior to responding to any JEA service address or reported location, the JEA
Electric Troubleshooter will have a corresponding ticket created and assigned to
them through our Outage Management System. The JEA Troubleshooter is
responsible for acknowledging the ticket and for completing the ticket as required.

2. General Responsibilities

2.1. The Troubleshooter has a responsibility to acknowledge/accept all tickets assigned

to them by the Station 2 Dispatcher.

2.2. The Troubleshooter is required to process each ticket through the correct status
(Accept, En-route, Working & Complete) as required.

2.3. Upon the completion of each ticket, the JEA Troubleshooter is responsible for
providing accurate details of the work completed and if additional work is needed.

3. Procedure

The JEA Electric Troubleshooter is required to work each ticket that is assigned to them
by the Station 2 Dispatcher. The Troubleshooter is required to cycle through each status of
the job and ensure that the job ticket is filled out correctly with accurate information.
Under no circumstances should a Troubleshooter perform any work on a JEA Residential
or Commercial service without an appropriate ticket being created prior to work being
started unless there is documented and/or verifiable Safety Concern that would cause
damage to JEA or Customer Property.
 3.1. In the event that a JEA Troubleshooter deems that a specific incident requires them
to perform work without having a specific ticket assigned to them prior to, the JEA
Troubleshooter is Required to Notify the Station 2 Dispatcher immediately Before
and After work is completed so that they are aware of their location and a ticket can
be appropriately created for documentation. Once ticket is received by the JEA
Troubleshooter, they are required to fill out and document actions taken. If work is
being performed without a prior ticket that will impact a JEA electric service, the
Troubleshooter must attempt to contact the customer by phone or in person to
ensure they’re aware of the work being done or what was completed.

4. Additional Requirements

4.1. The Manager of Energy Response is responsible to ensure all Energy Response
personnel are familiar and trained on this procedure.

4.2. The Manager of Energy Response is responsible to review this procedure annually
and update as necessary.

SIGNED: JERAMIE JEFFERSON

EFFECTIVE DATE: 7/16/2021

Revision # Date Description Revised By Approval