HomeMy WebLinkAbout19-City Manager CITY OF SAN BERNARDINO—REQUEST FOR COUNCIL ACTION R I PoM
From: Charles McNeely Subject: Approval and implementation of
SB Direct, a call center for the City of
Dept: City Manager's Office San Bernardino
Date: February 3, 2011
Council Date: February 7, 2011
Synopsis of Previous Council Action
Recommended Motion:
MOTION 1: That the SB Direct call center be approved and that the City Manager be
directed to implement the program; and
MOTION 2: That the following actions be referred to the Personnel Committee for review: a)
Establish three new classifications (seven positions) as listed in the staff report; b) Delete six
positions as listed on the staff report; c) Authorize the Human Resources Director to update
Resolutions 97-244 and 2008-033; and
MOTION 3: That the Director of Finance be authorized to amend the FY 2010/11 budget to
reflect the first year costs and funding sources for SB Direct and to incorporate the program
and budget into the FY 2011/12 budget proposal as outlined in the staff report;,and
MOTION 4: That said resolution be adopted. c--
Concur: L44"harles MAcNe -ilty�~M n ager
Margq Wheeler, CD Director Emil Marz 1 Exec. Director, EDA
4i �L ingston, HR Director Keith Kilmer, Chief of Police --
"
Nadeem Majaj,FWArector Stacey A stadt, General Mgr., Water Dept.
Contact person: Heather Gray Phone: X5122
Supporting data attached: Ward: ALL
FUNDING REQUIREMENTS: Amount: $0 net impact to the General Fund
Proposed Program Budget: FY 2010-11: $257,800
FY 2011-12: $477,333
Source: (Acct. No.) Realincntinn of hiidgeteci f inrls in General Fund, IW and Animal
Control with contributions from Water, EDA and SBETA
Acct. Description:
Finance:
Agenda Item No.
CITY OF SAN BERNARDINO - REQUEST FOR COUNCIL ACTION
Staff Report
Subiect•
Approval and implementation of SB Direct, a call center for the City of San Bernardino
Background:
At the March 2010 retreat, entitled "Building a Better Community," the Mayor and Common
Council defined a vision and identified a set of strategic goals to achieve that vision. During this
retreat, the City Manager presented a number of organizational strategic initiatives designed to
assist in implementing the direction and vision of the Mayor and Common Council. The major
focus of one of these initiatives, establishing a City Call Center entitled SB Direct, was to
improve communication between the community and government through a centralized approach
to customer service. SB Direct is designed to serve the community by acting as a conduit
between staff and community members.
One of the main objectives of the City of San Bernardino is to provide quality customer service
by responding efficiently and effectively when the public requests assistance. However, San
Bernardino's ability to be effective in this effort is impacted by the myriad of access numbers
that the public may find difficult to understand or to determine which to call to address their
particular issue. Further, although the City has trained and qualified staff, on average there are
more than 2,500 calls per day to the various departments. This large number of calls can create
disruptions and divert staff from completing other services to the public. The development of a
Call Center, SB Direct, is an effort to mitigate these issues and improve customer service.
As a comprehensive call center, SB Direct will have one centralized phone number for the non-
emergency calls. Through this center, the public will have the ability to make suggestions,report
problems, receive information or make requests for services with just one call. SB Direct will
serve as a "One-Stop-Shop" for non-emergency requests for information and service as well as
tracking and status of customer requests. The general public will contact the SB Direct call
center via telephone, correspondence, walk-in, or the internet for all types of requests including:
concerns such as abandoned vehicles, animal nuisances, graffiti, illegal dumping, parking
regulations, potholes, street cleaning, streetlights, street repairs, and tree maintenance.
The center will be staffed Monday through Friday from 7:30 a.m. to 5:30 p.m. with qualified
employees who are generalists that can answer a variety of questions on behalf of most
departments throughout the City. Should a question be too specialized or detailed for the
operator to answer, he or she will utilize the existing computerized Customer Relationship
Management (CRM) system to initiate a request to the proper department on behalf of the caller.
Most importantly, call center operators will become responsible for open requests, and will
personally contact the constituent with the information or to let them know that the request has
been closed and why. Additional benefits of this call center concept include: enhancing the
City's ability to communicate with constituents who do not speak English, assuring
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accountability to the customer, and offering Council and staff the ability to generate quality
control reports.
As an outreach mechanism, the Neighborhood Services staff has been conducting a survey of the
Neighborhood Associations and included a question regarding the interest in the City
establishing a call center. The responses to this survey have been overwhelmingly in support of
this program.
Call Center Structure, Staffing, and Timeline
The recommendation is to establish the call center as a division of the City Manager's Office,
overseen, ultimately, by the City Manager. Given that the current telephone provider has
determined that the City receives an approximate average of 2,500 non-emergency calls per day
and that the call center will be operational five days a week, the proposed staffing level includes
one supervisor, an Administrative Services Manager, two Senior Call Takers and four Call
Takers.
The call taker and senior call taker positions in the call center will be the employees handling the
initial interactions with community. To ensure a high level of quality service and the ability to
respond to a myriad of inquiries or requests, these positions will require extensive training in
order to obtain a generalist's knowledge of how the City is run, and will necessitate a greater
understanding of technology than the requirements defined in the City's current job descriptions
for customer service representatives. The proposed job descriptions and salary ranges for these
two new classifications are attached. It is recommended that the Mayor and Common Council
refer these proposed new classifications to the Personnel Committee for review.
The following chart details the proposed staffing and the annual personnel costs associated with
the call center:
SB Direct Call Center Proposed Staffing
Title Annual Number Total Annual Salary and
Salary and of Benefit Costs for positions
Benefits positions
Administrative Services Manager $98,339 1 $ 98,339
Senior Call Taker 55,704 2 111,408
Call Taker 49,781 4 199,126
TOTAL 7 1 $408,873
As the institution of the call center will result in the redirection of calls from the departments,the
proposal is to establish these seven positions and, in exchange, delete a number of positions from
the personnel allocations of several high-call generating departments. Specifically, the Public
Works, Integrated Waste, Community Development and Animal Control operations will
eliminate a total of six current positions and provide the related funding to support the SB Direct
call center.
2
Further, the proposal includes financial partnerships with the Water Department, Economic
Development and SBETA in support of the call center. These partners recognize the benefit of
providing this centralized point of contact for the community. In fact, the recommended actions
include the approval of a Memorandum of Understanding with the Water Department to annually
fund the equivalent of one position to support this program.
If the proposed program is approved by the Mayor and Common Council, the recruitment and
training of staff and the implementation of the infrastructure improvements will begin in
February and will require approximately four months to complete. Given these factors, it is
estimated that the SB Direct call center will begin operations for the public on June 15, 2011.
Financial Impact:
There will be a$0 net financial impact to the General Fund for the implementation of SB Direct;
the funding will be generated through the reallocation of existing positions combined with
contributions from the agency partners. As delineated below, the proposed budget for SB Direct
for FY 2010-11 is $257,800, which is a pro-rated amount that includes some initial year program
expenditures. In FY 2011-12 the proposed annual budget will be $477,333, with most of this
amount associated with personnel costs.
SB Direct Call Center Propose Program Budget
FY 10-11 FY11-12
Personnel $ 136,300 $ 408,873
Operations 68,000 20,500
Capital Outlay 29,500 0
Internal Service Charges 24,000 47,960
TOTAL $ 257,800 $ 477,333
The funds for the SB Direct will be allocated from a combination of sources. The funding
sources include the General Fund, Integrated Waste Management (IWM) Fund, Animal Control
Fund, Water Fund, Economic Development Agency (EDA) Fund and the San Bernardino
Employment and Training Agency(SBETA).
The General Fund portion of the budget will be allocated through a redirection from three vacant
positions: one in the Public Works for an annual contribution of $49,900 and two in the
Community Development Department for an annual contribution of$103,400. These positions
are currently budgeted and have been identified by staff to be eliminated and reallocated to the
call center. Further, the IWM Fund portion of an annual amount of$128,200 will be derived
from reallocating the funding for two vacant positions in the Customer Service / Billing Section.
The Animal Control Fund will eliminate one vacant position in order to re-allocate $43,700 in
funding to the call center.
In terms of the agency partners, the Water Department and Economic Development Agency will
provide funds towards operations. The Water Department will provide partial funding through
the Memorandum of Understanding for the current fiscal year, and funding for the equivalent of
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a full time position in subsequent years. The EDA staff has agreed to support operations for
$60,000 annually beginning in FY 2011-12, which will supplement a $30,000 annual
contribution for five years towards the maintenance of the telephone infrastructure that helps to
support the call center technology. Further, the CDBG program administration funds will supply
$30,000 annually toward the call center beginning in FY 2011-12. Additionally, SBETA will
provide a one-time contribution of$25,000 in FY 2010-11 towards a technology upgrade to the
phone system that will allow for future use of SB Direct for that program.
Recommendations:
1. Approve the SB Direct call center and direct the City Manager to implement the program.
2. Refer the following actions to the Personnel Committee for review:
a. Establish the following positions:
• One Community Relations Supervisor/Assistant of the City Manager (U),
Range 4520, $5,928-$7,218/month.
• Two Senior SB Direct Call Taker/Assistant of the City Manager (U),
Range 3410, $3,431-$4,170/month.
• Four SB Direct Call Taker/Assistant of the City Manager (U), Range
3380, $2,954-$3,591/month.
b. Delete the following positions:
• One Integrated Waste Customer Service Supervisor (Public Works),
Range 2460, $4,402-$5,351/month.
• One Lead Integrated Waste Customer Service Rep. (Public Works), Range
1400, $3,264-$3,967/month.
• One Senior Administrative Assistant(Public Works), Range 1380, $2,954-
$3,591/month.
• One Administrative Analyst 11 (Community Development), Range 4480,
$4,864-$5,912/month.
• One Administrative Assistant (Community Development), Range 1380,
$2,954-$3,591/month.
• One Senior Customer Service Representative/Dispatch (Animal Control),
Range 1370, $2,810-$3,416/month.
c. Authorize the Human Resources Director to update Resolutions 97-244 and 2008-
033 to reflect the following actions.
3. Authorize the Director of Finance to amend the FY 2010-11 budget to reflect the first
year costs and funding sources for SB Direct and to incorporate the program and budget
into the FY 2011-12 budget proposal as outlined in the staff report.
4. Adopt a Resolution approving the Memorandum of Understanding between the City and
the Water Department as a funding source for operating costs associated with SB Direct.
4
Attachments: Job Descriptions
5
1 RESOLUTION NO.
2 RESOLUTION OF THE CITY OF SAN BERNARDINO AUTHORIZING A
MEMORANDUM OF UNDERSTANDING WITH THE BOARD OF WATER
3 COMMISSIONERS FOR FINANCIAL SUPPORT FOR A CITY CALL CENTER.
4 WHEREAS, the Mayor and Common Council defined a vision and identified a set of
5
strategic goals to achieve the vision of"Building a Better Community"; and
6
7 WHEREAS, one of the organizational initiatives to achieve these goals focuses on the
8 establishment of a city call center to improve communication between the community and
9 government through a centralized approach to customer service; and
10 WHEREAS, the establishment of a call center, entitled SB Direct, will provide more
11 efficient service by providing the public a central phone number for non-emergency requests for
12
information and that the SB Direct will provide enhanced service by maintaining a central
13
tracking system of the response and disposition of all call center customer service requests; and
14
15 WHEREAS, SB Direct will be funded through the reallocation of existing resources.
16 including a contribution from the Water Department; and
17 WHEREAS, at a meeting held on January 19, 2011, the San Bernardino Board of Water
18 Commissioners approved financial support for SB Direct.
19 BE IT RESOLVED.BY THE MAYOR AND COMMON COUNCIL OF THE CITY
20 OF SAN BERNARDINO AS FOLLOWS:
21 SECTION 1. That the Mayor and Common Council authorize the City Manager, or
22 his designee, to sign a Memorandum of Understanding between the City of San Bernardino and
23 the Board of Water Commissioners for funding a portion of the SB Direct operations as
24
identified in Memorandum of Understanding which is attached hereto as Exhibit "A" and
25
26 incorporated herein in full.
27
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1
RESOLUTION OF THE CITY OF SAN BERNARDINO AUTHORIZING A
2 MEMORANDUM OF UNDERSTANDING WITH THE BOARD OF WATER
COMMISSIONERS FOR FINANCIAL SUPPORT FOR A CITY CALL CENTER.
3
4 I HEREBY CERTIFY that the foregoing Resolution was duly adopted by the Mayor and
5 Common Council of the City of San Bernardino at a meeting thereof, held on the
6 day of 2011, by the following vote, to wit:
7 Council Members: AYES NAYS ABSTAIN ABSENT
8 MARQUEZ
9
DESJARDINS
10
11 BRINKER
12 SHORETT
13 KELLEY
14 JOHNSON
15 MCCAMMACK
16
17 Rachel G. Clark, City Clerk
18 The foregoing resolution is hereby approved this day of 32011.
19
20
21 Patrick J. Morris, Mayor
22 City of San Bernardino
Approved as to
23 Form:
24
25 A MES F. PENMAN,
26 City Attorney
27
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Exhibit A
1 CALL CENTER STAFFING
MEMORANDUM OF UNDERSTANDING
2
3 THIS MEMORANDUM OF UNDERSTANDING (MOU) is made and entered into this 7th day of
4 February, 2011, by and between the City of San Bernardino, a charter city (City) and San Bernardino Board of
5 Water Commissioners, by and through the City of San Bernardino Municipal Water Department. (Department),
6 sometimes jointly referred to herein as the"Parties".
7 Recitations:
8 WHEREAS, the City and the Department are discrete entities pursuant to the Charter of the City of San
9 Bernardino; and
10 WHEREAS, both Parties agree that the existing method of accepting inquiries, suggestions, or concerns
11 from the public does not represent the type of high degree of responsiveness that both Parties desire; and
12 WHEREAS,the City's goal is to further its efforts to improve its responsiveness to the public; and
13 WHEREAS, it is the objective of the Department to continually improve its customer service to its
14 customers; and
15 WHEREAS, both Parties agree that the creation of a Call Center will further their respective objectives
16 to improve customer service; and
17 WHEREAS,the Call Center shall have personnel to respond to inquiries from the public; and
18 WHEREAS, The Department has agreed to contribute '/2 the salary, including benefits, for one full-time
19 equivalent position during the remainder of FY 2010/2011 and contribute 100% salary toward a full-time
20 equivalent staff position,with benefits, in fiscal year FY 2011/2012.
21 NOW THEREFORE, it is hereby agreed by the Parties as follows:
22 1. CONTRIBUTION: The Department shall contribute '/z the salary, including benefits, for one full-time
23 equivalent staff position associated with the Call Center,with benefits, in the amount of$28,300 in FY
24 2010/2011 and fully fund a Call Center position, including benefits, in the amount of$56,460 in FY 2011/2012.
25 2. TERMS: The Department shall pay the City $28,300 in one lump sum on or before February 28,2011. In
26 FY 2011/2012 the Department shall pay the City$56,460 in one lump sum on or before August 1,2011.The
27 City shall have complete supervisory control over the Call Center position that the Department funds.
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Page 1 of 2
Exhibit A
1 4. LIABILITY: The City shall bear all costs and shall indemnify and hold harmless the Board and its agents
2 of any claim, action or liability arising from the creation of this document or performance of the requirements
3 hereof by the Parties.
4 This MOU is executed by and between the City and the Department for the provision of services defined
5 above.
6
7 CITY OF SAN BERNARDINO
BOARD OF WATER COMMISSIONERS
8
9
Date:
10 Toni Callicott, President
11
Date: Robin L. Ohama,
12 Deputy City Clerk&Ex-Officio Secretary
13 CITY OF SAN BERNARDINO
14
Date:
15 Charles E. McNeely,City Manager
16 Approved as to Form: ATTEST:
17
18 James F. Penman,City Attorney Rachel Clark, City Clerk
19
20
21
22
23
24
25
26
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Page 2 of 2
1 CALL CENTER STAFFING
MEMORANDUM OF UNDERSTANDING
2
3 THIS MEMORANDUM OF UNDERSTANDING (MOU) is made and entered into this 7th day of
4 February, 2011, by and between the City of San Bernardino, a charter city (City) and San Bernardino Board of
5 Water Commissioners, by and through the City of San Bernardino Municipal Water Department. (Department),
6 sometimes jointly referred to herein as the"Parties".
7 Recitations:
8 WHEREAS, the City and the Department are discrete entities pursuant to the Charter of the City of San
9 Bernardino;and
10 WHEREAS, both Parties agree that the existing method of accepting inquiries, suggestions, or concerns
11 from the public does not represent the type of high degree of responsiveness that both Parties desire;and
12 WHEREAS,the City's goal is to further its efforts to improve its responsiveness to the public; and
13 WHEREAS, it is the objective of the Department to continually improve its customer service to its
14 customers; and
15 WHEREAS, both Parties agree that the creation of a Call Center will further their respective objectives
16 to improve customer service; and
17 WHEREAS,the Call Center shall have personnel to respond to inquiries from the public; and
18 WHEREAS, The Department has agreed to contribute '/2 the salary, including benefits, for one full-time
19 equivalent position during the remainder of FY 2010/2011 and contribute 100% salary toward a full-time
20 equivalent staff position, with benefits, in fiscal year FY 2011/2012.
21 NOW THEREFORE, it is hereby agreed by the Parties as follows:
22 1. CONTRIBUTION: The Department shall contribute '/2 the salary, including benefits, for one full-time
23 equivalent staff position associated with the Call Center,with benefits, in the amount of$28,300 in FY
24 2010/2011 and fully fund a Call Center position, including benefits, in the amount of$56,460 in FY 2011/2012.
25 2. TERMS: The Department shall pay the City$28,300 in one lump sum on or before February 28,2011. In
26 FY 2011/2012 the Department shall pay the City$56,460 in one lump sum on or before August 1,2011.The
27 City shall have complete supervisory control over the Call Center position that the Department funds.
28
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1
Page 1 of 2
1 4. LIABILITY: The City shall bear all costs and shall indemnify and hold harmless the Board and its agents
2 of any claim, action or liability arising from the creation of this document or performance of the requirements
3 hereof by the Parties.
4 This MOU is executed by and between the City and the Department for the provision of services defined
5 above.
6
7 CITY OF SAN BERNARDINO
BOARD OF WATER COMMISSIONERS
8
9
Date:
10 Toni Callicott, President
11
Date: Robin L. Ohama,
12 Deputy City Clerk&Ex-Officio Secretary
13 CITY OF SAN BERNARDINO
14
Date:
15 Charles E. McNeely, City Manager
16 Approved as to Form: ATTEST:
17 :A
18 J es F. Penman, City Attorney Rachel Clark, City Clerk
19
20
21
22
23
24
25
26
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Page 2 of 2
ATTACHMENT 1 A
DRAFT
SP
0
aEy Class Code:
M/CC Date Adopted:
G�DED tN i0
City of San Bernardino Signature:
Director, Human Resources
Bargaining Unit:
CLASS SPECIFICATION
Community Relations Supervisor/Assistant of the City Manager(U)
EEOC Job Category: Officials and Administrators
JOB SUMMARY
Under general direction, manages, supervises and coordinates assigned programs and operations within
the Community Services Division including a City-wide customer service call center, e-mail subscription
service, the Citizens Academy, and related activities and services; performs a full range of responsible
and varied professional, analytical, financial, systems, statistical, programmatic, management, and other
administrative analyses duties in providing responsible staff support; assumes responsibility for the
management and administration of program/project activities; recommends action and assists in policy,
procedure, work methods, and budget development and implementation for area of assignment;
coordinates assigned activities with other divisions, outside agencies,and the general public; and provides
highly responsible and complex staff assistance to the Manager of Communications.
DISTINGUISHING CHARACTERISTICS
The Community Relations Supervisor/Assistant of the City Manager plans, organizes and supervises staff
and operations of the City-wide customer service call center and is responsible for evaluating the
efficiency and effectiveness of customer service operations. The incumbent must establish effective
relationships with all departments, agencies, and officials, as well as develop and maintain working
relationships with community and neighborhood leaders, organizations, and councils to expand
Neighborhood Services and programs to residents.
ESSENTIAL DUTIES AND RESPONSIBILITIES
The duties listed below are intended only as illustrations of the various types of work that may be
performed. The omission of specific statements of duties does not exclude them from the position if the
work is similar,related or a logical assignment to this class.
1. Manage and coordinate the organization, staffing, and operational activities for assigned
programs and operations within the Community Services Division including City-wide customer
service call center, e-mail subscription service, the Citizens Academy, and related activities and
services.
2. Resolve the more difficult operational and administration problems; identify problem areas and
issues; plan, organize, coordinate, direct, and/or conduct administrative and/or management
studies relating to the activities or operation of the assigned department, office, or program area;
Community Relations Supervisor/Assistant of the City Manager(U)
Page 1
DRAFT
conduct complex surveys, research, and analysis on administrative, fiscal, and operational issues;
determine analytical techniques and information-gathering processes and obtain required
information and data for analysis; analyze alternatives and make recommendations regarding
such areas as staffing, facilities, equipment, cost analysis, productivity, and policy or procedure
modifications; discuss findings with management staff and prepare reports of study conclusions;
oversee and assist in the implementation of recommendations.
3. Participate in the development and implementation of goals, objectives, policies, and priorities;
recommend and implement resulting policies and procedures; plan, coordinate, implement,
promote, and oversee assigned programs, projects, and initiatives; oversee and participate in the
development and implementation of strategies and work plans for the achievement of these goals.
4. Direct, coordinate, and review the work plan for assigned community relations services and
activities; assign work activities and projects; monitor work flow; review and evaluate work
products,methods, and procedures; meet with staff to identify and resolve problems.
5. Participate in the selection of assigned personnel; provide or coordinate staff training; work with
employees to correct deficiencies;implement discipline and termination procedures.
6. Participate in the development, administration and monitoring activities of assigned program
budget; collect and analyze financial data; review and analyze budget requests and budget
changes; forecast funds needed for staffing, equipment, materials, and supplies; monitor and
approve expenditures; recommend adjustments as necessary.
7. Respond to and resolve the most difficult and complex customer questions in-person and by
telephone; assist the general public, outside groups and agencies, and City staff by providing
information related to specific program area or City operations and activities in general; refer
callers to appropriate City staff,department,or outside agency for further assistance as needed.
8. Maintain records concerning operations and programs; prepare reports on operations and
activities. Gather and analyze statistical data and information and evaluate options for resolution.
9. Provide staff assistance to the Manager of Communications; participate on a variety of
committees; prepare and present clear and concise staff reports and other correspondence as
appropriate and necessary.
10. Coordinate assigned services and program/project activities with those of other City programs,
functions, departments and staff,boards, committees, and task forces as well as external agencies,
groups, and the general public to ensure effective cooperation consistent with the optimal
efficiency, effectiveness, and economy; coordinate data, resources, and work projects as
necessary and upon request in support of a productive and positive working environment;
represent the assigned area to public and private groups, organizations, and other groups; provide
information and assistance as appropriate.
11. Participate in the development and training to City staff in the provision of effective and efficient
customer services.
Community Relations Supervisor/Assistant of the City Manager(U)
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DRAFT
12. Attend and participate in professional group meetings; maintain awareness of new trends and
developments in the field of community and customer relations; incorporate new developments as
appropriate into programs.
13. Perform related duties as required.
GENERAL QUALIFICATIONS
Knowledge of•
1. Operational characteristics, services, and activities of a community relations program including
the operations, services, and activities of a customer service call center.
2. Principles and practices of public administration.
3. Organization, operation, and services of the City and of outside agencies as necessary to assume
assigned responsibilities.
4. Principles and practices of program development and administration.
5. Principles of supervision,training,and performance evaluation.
6. Organizational and management practices as applied to the analysis and evaluation of programs,
policies, and operational needs related to area of assignment.
7. Methods and techniques of effective technical, administrative, and financial record keeping,
budgeting,report preparation,and presentation.
8. Pertinent federal, state, and local laws, codes, and regulations.
9. Principles of municipal budget preparation and control.
10. Office procedures, methods, and equipment including computers and applicable software
applications such as word processing, spreadsheets, and databases.
11. Principles and applications of critical thinking and analysis.
12. Principles, trends, methods, and techniques used in customer service, public relations, public
information, and program education and promotion.
13. English usage, spelling, grammar, and punctuation.
14. Advanced customer service techniques, practices, and principles including methods and
techniques used in a customer service call center.
Ability to:
1. Plan, organize, direct, coordinate, and evaluate assigned programs, projects, events, or technical
areas.
2. Supervise,direct,train, evaluate and coordinate the work of lower level staff.
3. Analyze problems, identify alternative solutions, project consequences of proposed actions and
implement recommendations in support of goals.
4. Recommend and implement goals, objectives, policies, and procedures for providing assigned
services.
5. Perform the full range of complex and difficult professional analytical, programmatic, and
administrative duties involving the use of independent judgment and personal initiative.
Community Relations Supervisor/Assistant of the City Manager(U)
Page 3
DRAFT
5. Perform the full range of complex and difficult professional analytical, programmatic, and
administrative duties involving the use of independent judgment and personal initiative.
6. Prepare clear and concise technical, administrative, and financial reports.
7. Understand the organization and operation of the City, assigned program, and of outside
agencies as necessary to assume assigned responsibilities.
8. Understand, interpret, and apply administrative and departmental policies and procedures as
well as pertinent federal, state, and local laws, codes, and regulations.
9. Identify and respond to community and organizational issues, concerns, and needs.
10. Organize and prioritize timelines and project schedules in an effective and timely manner.
11. Participate in the preparation and administration of budgets.
12. Effectively represent the City to outside individuals and agencies to accomplish the goals and
objectives of the unit.
13. Respond tactfully, clearly, concisely, and appropriately to inquiries from the public, City staff,
or other agencies on sensitive issues in area of responsibility.
14. Operate and use modern office equipment including a computer and various software packages.
15. Work under steady pressure with frequent interruptions and a high degree of public contact by
phone or in person.
16. Exercise good judgment and maintain confidentiality in maintaining critical and sensitive
information, records, and reports.
17. Work in a team based environment to achieve common goals.
18. Coordinate multiple projects and complex tasks simultaneously.
19. Meet the physical requirements to safely and effectively perform the assigned duties.
20. Communicate clearly and concisely, both orally and in writing.
21. Establish and maintain effective working relationships with those contacted in the course of
work.
MINIMUM QUALIFICATIONS
Education, Training and Experience:
A typical way of obtaining the knowledge, skills and abilities outlined above is the required
G
raduation from an accredited college or university with a Bachelor's degree in public administration,
business administration, or a field related to area of assignment. Four (4) years of increasingly
responsible professional level administrative and community relations experience preferably within a
local government environment, including one (1) year in a supervisory capacity.
Accreditation shall be by a national or regional accreditation body that is recognized by the secretary
of the United States Department of Education.
Community Relations Supervisor/Assistant of the City Manager(U)
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PHYSICAL DEMANDS
The physical and mental demands described here are representative of those that must be met by an
employee to successfully perform the essential functions of this class. Reasonable accommodations may
be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit; talk or hear, both in
person and by telephone; use hands to finger, handle and feel computers and standard business
equipment; and reach with hands and arms. The employee is frequently required to stand and walk.
Specific vision abilities required by this job include close vision and the ability to adjust focus.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters
while performing the essential functions of this class. Reasonable accommodations may be made to
enable individuals with disabilities to perform the essential functions.
Employees work under typical office conditions and the noise level is usually quiet. The employee may
periodically be required to work in the field, exposed to dust,noise and inclement weather.
Community Relations Supervisor/Assistant of the City Manager(U)
Page 5
ATTACHMENT 1B
�F1tNARD�kO DRAFT
r r Class Code:
J �
M/CC Date Adopted:
GEED 1N 10
City of San Bernardino Signature:
Director, Human Resources
Bargaining Unit:
CLASS SPECIFICATION
Senior SB Direct Call Taker/Assistant of the City Manager(U)
EEOC Job Category: Office and Clerical
JOB SUMMARY
Under direction, leads, oversees, and participates in the more complex and difficult work of staff
responsible for performing a variety of specialized office support and clerical duties and activities in
support of the City-wide customer service call center; oversees and participates in receiving and
evaluating calls for City services; oversees and participates in entering information into computer aided
request system; oversees and participates in providing a variety of general information to the general
public, other agencies, and City staff, and performs a variety of specialized clerical and technical tasks
relative to assigned areas of responsibility.
DISTINGUISHING CHARACTERISTICS
This is the advanced journey level class in the SB Direct Call Taker series. Positions at this level are
distinguished from other classes within the series by the level of responsibility assumed and the
complexity of duties assigned including exercising technical and functional supervision over lower level
staff. Employees perform the most difficult and responsible types of duties assigned to classes within this
series. Employees at this level are required to be fully trained in all procedures related to assigned area of
responsibility. This class receives administrative direction from the Community Relations Supervisor.
ESSENTIAL DUTIES AND RESPONSIBILITIES
The duties listed below are intended only as illustrations of the various types of work that may be
performed. The omission of specific statements of duties does not exclude them from the position if the
work is similar,related or a logical assignment to this class.
1. Lead,plan,train, and review the work of staff responsible for providing the services and activities
of the City-wide customer service call center; participate in performing the most complex work of
the unit.
2. Train assigned employees in their areas of work including appropriate methods, procedures, and
techniques.
3. Verify the work of assigned employees for accuracy, proper work methods, techniques, and
compliance with applicable standards and specifications.
Senior SB Direct Call Taker/Assistant of the City Manager(U)
Page 1
DRAFT
4. Maintain a variety of records and files related to assigned operations; prepare reports as required
including reports related to numbers of calls for service.
5. Perform the full range of specialized office support duties in support of the City-wide customer
services call center; receive incoming telephone calls; evaluate requests for service according to
established procedures and guidelines; elicit essential information from callers including
description and location of incident and caller's contact information.
6. Enter pertinent information regarding calls for service into a service request format utilizing a
computer aided request system; enter and retrieve information from various database systems.
7. Assist the general public, outside groups and agencies, and City staff by providing routine
information related to specific program area or City operations and activities in general; refer
callers to appropriate City staff, department, or outside agency for further assistance as needed.
8. Provide training and assistance to departmental level staff in the use of service request tracking
software.
9. Operate a variety of communication equipment including telephones and telecommunication
devices for the deaf (TDD); operate a variety of office equipment including a computer,
typewriter, switchboard, copier, and facsimile machine; utilize various computer applications and
software packages.
10. Perform related duties as required.
GENERAL QUALIFICATIONS
Knowledge of•
1. Operations, services, and activities of the City-wide customer service call center.
2. Principles of lead supervision and training.
3. Office procedures, methods, and equipment including computers and applicable software
applications.
4. Methods and techniques of proper phone etiquette.
5. Customer service techniques, practices, and principles including methods and techniques of
customer service call taking.
6. Operational characteristics, services, and activities of assigned City functions, programs, and
operational area.
7. Organization, operation, and services of the City and of outside agencies as necessary to assume
assigned responsibilities.
8. Techniques for questioning both emergency and non-emergency calls.
9. Streets, landmarks, and geography of the City.
10. Pertinent federal, state, and local codes, laws, and regulations.
11. Principles and practices used to establish and maintain files and information retrieval systems.
12. English usage, spelling, grammar, and punctuation.
Senior SB Direct Call Taker/Assistant of the City Manager(U)
Page 2
DRAFT
Ability to:
1. Lead, organize, and review the work of staff involved in providing Reno Direct customer service
call center services and activities.
2. Interpret, explain, and enforce department policies and procedures.
3. Independently perform the full range of specialized office support and clerical duties in support of
the City-wide customer service call center.
4. Work under steady pressure with frequent interruptions and a high degree of public contact by
phone or in person.
5. Respond tactfully, clearly, concisely, and appropriately to inquiries from the general public,
outside agencies, and other City staff.
6. Effectively communicate with and elicit information from upset and irate callers.
7. Correctly interpret and apply general administrative and departmental policies and procedures.
8. Apply applicable federal, state,and local laws, codes,and regulations.
9. Operate office equipment including computers and supporting software applications; effectively
utilize various specialized software applications.
10. Type and enter data at a speed necessary for successful job performance.
11. Establish and maintain a variety of files and records.
12. Plan and organize work to meet changing priorities and deadlines.
13. Understand and follow oral and written instructions.
14. Work in a team based environment to achieve common goals.
15. Coordinate multiple projects and complex tasks simultaneously.
16. Meet the physical requirements to safely and effectively perform the assigned duties.
17. Communicate clearly and concisely, both orally and in writing.
18. Establish and maintain effective working relationships with those contacted in the course of work.
MINIMUM QUALIFCATIONS
Education,Training and Experience:
A typical way of obtaining the knowledge, skills and abilities outlined above is required graduation
from high school or G.E.D.; and at least three years of progressively responsible customer service
experience; or an equivalent combination of training and experience.
Bilingual preferred.
Senior SB Direct Call Taker/Assistant of the City Manager(U)
Page 3
DRAFT
Licenses; Certificates; Special Requirements:
A valid California driver's license and the ability to maintain insurability under the City's vehicle
insurance policy.
PHYSICAL DEMANDS
The physical and mental demands described here are representative of those that must be met by an
employee to successfully perform the essential functions of this class. Reasonable accommodations may
be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit; talk or hear, both in
person and by telephone; use hands to finger, handle and feel computers and standard business
equipment; and reach with hands and arms. The employee is frequently required to stand and walk.
Specific vision abilities required by this job include close vision and the ability to adjust focus.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters
while performing the essential functions of this class. Reasonable accommodations may be made to
enable individuals with disabilities to perform the essential functions.
Employees work under typical office conditions and the noise level is usually quiet. The employee may
periodically be required to work in the field, exposed to dust,noise and inclement weather.
Senior SB Direct Call Taker/Assistant of the City Manager(U)
Page 4
ATTACHMENT 1C
$�eNaR°wo
DRAFT
Class Code:
M/CC Date Adopted:
City of San Bernardino Signature:
Director,Human Resources
Bargaining Unit:
CLASS SPECIFICATION
SB Direct Call Taker/Assistant of the City Manager (U)
EEOC Job Category: Office and Clerical
JOB SUMMARY
Under general supervision, performs a variety of specialized office support and clerical duties and
activities in support of the City-wide customer service call center; receives and evaluates calls for City
services; enters information into computer aided request system; provides a variety of general information
to the general public, other agencies, and City staff, and performs a variety of clerical duties in support of
various activities and operations.
DISTINGUISHING CHARACTERISTICS
Employees within this class perform the full range of duties as assigned and are distinguished from the
Senior SB Direct Call Taker/Assistant of the City Manager in that the latter exercises technical and
functional supervision over lower level staff.
ESSENTIAL DUTIES AND RESPONSIBILITIES
The duties listed below are intended only as illustrations of the various types of work that may be
performed. The omission of specific statements of duties does not exclude them from the position if the
work is similar,related or a logical assignment to this class.
1. Perform a variety of specialized office support duties in support of the City-wide customer
service call center; receive incoming telephone calls; evaluate requests for service according to
established procedures and guidelines; elicit essential information from callers including
description and location of incident and caller's contact information.
2. Enter pertinent information regarding calls for service into a service request format utilizing a
computer aided request system; enter and retrieve information from various database systems.
3. Assist the general public, outside groups and agencies, and City staff by providing routine
information related to specific program area or City operations and activities in general; refer
callers to appropriate City staff, department, or outside agency for further assistance as needed.
4. Provide training and assistance to departmental level staff in the use of service request tracking
software.
SB Direct Call Taker/Assistant of the City Manager(U)
Page 1
DRAFT
5. Operate a variety of communication equipment including telephones and telecommunication
devices for the deaf (TDD); operate a variety of office equipment including a computer,
typewriter, switchboard, copier, and facsimile machine; utilize various computer applications and
software packages.
6. Perform related duties as required.
GENERAL QUALIFICATIONS
Knowledge of•
1. Operations, services, and activities of a customer service call center.
2. Office procedures, methods, and equipment including computers and applicable software
applications.
3. Methods and techniques of proper phone etiquette.
4. Customer service techniques, practices, and principles including methods and techniques of
customer service call taking.
5. Operational characteristics, services, and activities of assigned City functions, programs, and
operational area.
6. Organization, operation, and services of the City and of outside agencies as necessary to assume
assigned responsibilities.
7. Techniques for questioning both emergency and non-emergency calls.
8. Streets, landmarks, and geography of the City.
9. Pertinent federal, state, and local codes, laws, and regulations.
10. Principles and practices used to establish and maintain files and information retrieval systems.
11. English usage, spelling, grammar, and punctuation.
Ability to:
1. Perform a variety of specialized office support and clerical duties in support of the City-wide
customer service call center.
2. Work under steady pressure with frequent interruptions and a high degree of public contact by
phone or in person.
3. Respond tactfully, clearly, concisely, and appropriately to inquiries from the general public,
outside agencies, and other City staff.
4. Effectively communicate with and elicit information from upset and irate callers.
5. Correctly interpret and apply general administrative and departmental policies and procedures.
6. Apply applicable federal, state, and local laws, codes, and regulations.
SB Direct Call Taker/Assistant of the City Manager(U)
Page 2
DRAFT
7. Operate office equipment including computers and supporting software applications; learn and
effectively utilize various specialized software applications.
8. Type and enter data at a speed necessary for successful job performance.
9. Establish and maintain a variety of files and records.
10. Plan and organize work to meet changing priorities and deadlines.
11. Understand and follow oral and written instructions.
12. Work in a team based environment to achieve common goals.
13. Coordinate multiple projects and complex tasks simultaneously.
14. Meet the physical requirements to safely and effectively perform the assigned duties.
15. Communicate clearly and concisely,both orally and in writing.
16. Establish and maintain effective working relationships with those contacted in the course of work.
MINIMUM QUALIFICATIONS
Education,Training and Experience:
A typical way of obtaining the knowledge, skills and abilities outlined above is required graduation
from high school or G.E.D.; and at least two years of progressively responsible customer service
experience; or an equivalent combination of training and experience.
Licenses; Certificates; Special Requirements:
A valid California driver's license and the ability to maintain insurability under the City's vehicle
insurance policy.
PHYSICAL DEMANDS
The physical and mental demands described here are representative of those that must be met by an
employee to successfully perform the essential functions of this class. Reasonable accommodations may
be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit; talk or hear, both in
person and by telephone; use hands to finger, handle and feel computers and standard business
equipment; and reach with hands and arms. The employee is frequently required to stand and walk.
Specific vision abilities required by this job include close vision and the ability to adjust focus.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters
while performing the essential functions of this class. Reasonable accommodations may be made to
enable individuals with disabilities to perform the essential functions.
SB Direct Call Taker/Assistant of the City Manager(U)
Page 3
DRAFT
Employees work under typical office conditions and the noise level is usually quiet. The employee may
periodically be required to work in the field, exposed to dust,noise and inclement weather.
SB Direct Call Taker/Assistant of the City Manager(U)
Page 4
ATTACHMENT 1D
�F,gNARp��o
DRAFT
" Class Code:
M/CC Date Adopted:
G'�pED IN 10
City of San Bernardino Signature:
Director, Human Resources
Bargaining Unit:
CLASS SPECIFICATION
SB Direct Call Taker(Bilingual)/Assistant of the City Manager(U)
EEOC Job Category: Office and Clerical
JOB SUMMARY
Under general supervision, performs a variety of specialized office support and clerical duties and
activities in support of the City-wide customer service call center; receives and evaluates calls for City
services; enters information into computer aided request system;provides a variety of general information
to the general public, other agencies, and City staff, and performs a variety of clerical duties in support of
various activities and operations.
DISTINGUISHING CHARACTERISTICS
Employees within this class perform the full range of duties as assigned and are distinguished from the
Senior SB Direct Call Taker/Assistant of the City Manager in that the latter exercises technical and
functional supervision over lower level staff.
ESSENTIAL DUTIES AND RESPONSIBILITIES
The duties listed below are intended only as illustrations of the various types of work that may be
performed. The omission of specific statements of duties does not exclude them from the position if the
work is similar,related or a logical assignment to this class.
1. Perform a variety of specialized office support duties in support of the City-wide customer
service call center; receive incoming »
ca
telephone o�a�ls; evaluate-requests for service according to _
established procedures and guidelines; elicit essential information from callers including
description and location of incident and caller's contact information.
2. Enter pertinent information regarding calls for service into a service request format utilizing a
computer aided request system; enter and retrieve information from various database systems.
3. Assist the general public, outside groups and agencies, and City staff by providing routine
information related to specific program area or City operations and activities in general; refer
callers to appropriate City staff, department,or outside agency for further assistance as needed.
4. Provide training and assistance to departmental level staff in the use of service request tracking
software.
SB Direct Call Taker/Assistant of the City Manager(U)
Page 1
DRAFT
5. Operate a variety of communication equipment including telephones and telecommunication
devices for the deaf (TDD); operate a variety of office equipment including a computer,
typewriter, switchboard, copier, and facsimile machine; utilize various computer applications and
software packages.
6. Perform related duties as required.
GENERAL QUALIFICATIONS
Knowledge of:
1. Operations, services, and activities of a customer service call center.
2. Office procedures, methods, and equipment including computers and applicable software
applications.
3. Methods and techniques of proper phone etiquette.
4. Customer service techniques, practices, and principles including methods and techniques of
customer service call taking.
5. Operational characteristics, services, and activities of assigned City functions, programs, and
operational area.
6. Organization, operation, and services of the City and of outside agencies as necessary to assume
assigned responsibilities.
7. Techniques for questioning both emergency and non-emergency calls.
8. Streets, landmarks, and geography of the City.
9. Pertinent federal, state, and local codes, laws, and regulations.
10. Principles and practices used to establish and maintain files and information retrieval systems.
11. English usage, spelling, grammar, and punctuation.
Ability to:
1. Perform a variety of specialized office support and clerical duties in support of the City-wide
customer service call center.
2. Work under steady pressure with frequent interruptions and a high degree of public contact by
phone or in person.
3. Respond tactfully, clearly, concisely, and appropriately to inquiries from the general public,
outside agencies, and other City staff.
4. Effectively communicate with and elicit information from upset and irate callers.
5. Correctly interpret and apply general administrative and departmental policies and procedures.
6. Apply applicable federal, state,and local laws, codes, and regulations.
SB Direct Call Taker/Assistant of the City Manager(U)
Page 2
DRAFT
7. Operate office equipment including computers and supporting software applications; learn and
effectively utilize various specialized software applications.
8. Type and enter data at a speed necessary for successful job performance.
9. Establish and maintain a variety of files and records.
10. Plan and organize work to meet changing priorities and deadlines.
11. Understand and follow oral and written instructions.
12. Work in a team based environment to achieve common goals.
13. Coordinate multiple projects and complex tasks simultaneously.
14. Meet the physical requirements to safely and effectively perform the assigned duties.
15. Communicate clearly and concisely,both orally and in writing.
16. Establish and maintain effective working relationships with those contacted in the course of work.
MINIMUM QUALIFICATIONS
Education, Training and Experience:
A typical way of obtaining the knowledge, skills and abilities outlined above is required graduation
from high school or G.E.D.; and at least two years of progressively responsible customer service
experience; or an equivalent combination of training and experience.
Must be able to pass the City of San Bernardino bilingual proficiency exam which may include the
ability to speak,read, and write.
Licenses; Certificates; Special Requirements:
A valid California driver's license and the ability to maintain insurability under the City's vehicle
insurance policy.
PHYSICAL DEMANDS
The physical and mental demands described here are representative of those that must be met by an
employee to successfully perform the essential functions of this class. Reasonable accommodations may
be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit; talk or hear, both in
person and by telephone; use hands to finger, handle and feel computers and standard business
equipment; and reach with hands and arms. The employee is frequently required to stand and walk.
Specific vision abilities required by this job include close vision and the ability to adjust focus.
SB Direct Call Taker/Assistant of the City Manager(U)
Page 3
.r.rrr�
DRAFT
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters
while performing the essential functions of this class. Reasonable accommodations may be made to
enable individuals with disabilities to perform the essential functions.
Employees work under typical office conditions and the noise level is usually quiet. The employee may
periodically be required to work in the field, exposed to dust, noise and inclement weather.
SB Direct Call Taker/Assistant of the City Manager(U)
Page 4
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