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CITY OF SAN BERNARDINO — REQUEST FOR COUNCIL ACTION
From: Linn Livingston Subject: APPROVAL OF THE SB
DIRECT CALL CENTER STAFFING
Dept: Human Resources ACTIONS.
ORIGINAL
Date: February 17, 2011
M/CC Meeting Date: Feb. 22, 2011
Synopsis of Previous Council Action:
On February 7, 2011 the Mayor and Common Council approved the SB Direct Call Center and authorized the City
Manager to implement the program and refer all personnel items to the Personnel Committee for review.
Recommended Motion:
1. 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, Range 1410, $3,431-$4,170/month.
• Four SB Direct Call Taker,Range 1380, $2,954-$3,591/month.
2. 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 Representative (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 II(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.
3. Approve attached job descriptions.
4. Authorize the Human Resources Director to update Resolutions 97-244 and 2008-033 to reflect these actions.
S�i ature
Contact person: Anne Alvarado Phone:
Supporting data attached: Ward:
FUNDING REQUIREMENTS: Amount: No Cost
Source: (Acct. No.)
(Acct. Description)
Finance:
Council Notes:
Agenda Item No. k lJ
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CITY OF SAN BERNARDINO — REQUEST FOR COUNCIL ACTION
Staff Report
Subiect:
Approval of the SB Direct Call Center Staffing Actions.
Background:
On February 7, 2011 the Mayor and Common Council approved the SB Direct Call Center and authorized the
City Manager to implement the program and refer all personnel items to the Personnel Committee for review.
Call Center Staffing
The proposed staffing for the SB Direct Call Center includes one Community Relations Supervisor, two Senior
SB Director Call Takers and four SB Direct Call Takers. The proposed job descriptions and salary ranges for
these three new classifications are attached.
The Community Relations Supervisor organizes and supervises staff and operations of the call center. This
position is responsible for evaluating the call center's effectiveness as well as developing and maintaining
working relationships with community members. The Senior SB Direct Call Taker and SB Direct Call Taker
positions will be handling the initial interactions with the community. These positions are distinguished by the
level of responsibility and the complexity of duties assigned including exercising technical and functional
supervision over the lower level staff.
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.
Recommendations:
1. 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,Range 1410, $3,431-$4,170/month.
• Four SB Direct Call Taker,Range 1380, $2,954-$3,591/month.
2. 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 Representative (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 II(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.
3. Approve attached job descriptions.
4. Authorize the Human Resources Director to update Resolutions 97-244 and 2008-033 to reflect these
actions.
1
M �
City-wide Customer Service Call Center
Salary Survey
SB Direct Call Taker
City of San Bernardino IW Customer Service Representative $35,448 $43,092
City of San Bernardino Water Customer Service Representative II $33,254 $42,568
AVERAGE $34,351 $42,830
7Range Low High
1380 SB Direct Call Taker $35,448 $43,092
Senior SB Direct Call Taker
LOW: TOP
TITLE ANNUAL ANNUAL'
City of San Bernardino Lead IW Customer Service Representative $39,168 $47,604
City of San Bernardino Water Customer Service Representative 111 $38,565 $49,366
AVERAGE $38,867 $48,485
ecorimen eci Sailar- ang�„y
Range Low High
1410 TSenior SB Call Taker $41,172 $50,040
Community Relations Supervisor/Assistant of the City Manager U
F'ENC
City of San Bernardino Water Customer Service Supervisor $66,110 $84,375
City of Riverside lCommunity Relations Coordinator $65,232 $87,408
AVERAGE1 $65,671 $85,892
Range Low 4 High
Community Relations Supervisor/Assistant of
4520 the City Manager (U) $71,256 1 $86,616
2/22/2011
Charles McNeely,City Manager
300North"D"Street
= San Bernardino,CA 92418-0001
(909)384-5122
CITY OF SAN BERNARDINO
In
CITY MANAGER'S OFFICE
INTEROFFICE MEMORANDUM
TO: Mayor and Common Council
FROM: Charles McNeely, City Manager
SUBJECT: SB Direct Call Center
DATE: February 22, 2011
C: City Attorney, City Clerk, Human Resources Director
Based on the discussion held at the Personnel Committee Meeting on February 15, 2011,
I have made the following staffing changes to the SB Direct Call Center:
• Senior SB Direct Call Taker and SB Direct Call Taker classifications have been
revised to be classified positions. The job descriptions and salary ranges have
been revised accordingly.
• Changes have been made to the Community Relations Supervisor/Assistant of the
City Manager to clarify the reporting status to the City Manager.
Please call me if you have any questions.
DRAFT
x
Class Code:
M/CC Date Adopted:
D iN
City of San Bernardino Signature:
e 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 of the City Manager, manages, supervises and coordinates assigned programs and
operations 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 City Manager.
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 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;
conduct complex surveys, research, and analysis on administrative, fiscal, and operational issues;
Community Relations Supervisor/Assistant of the City Manager(U)
Page 1
DRAFT
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 City Manager; 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.
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.
Community Relations Supervisor/Assistant of the City Manager(U)
Page 2
DRAFT
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.
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.
Community Relations Supervisor/Assistant of the City Manager(U)
Page 3
DRAFT
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
graduation 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.
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.
Community Relations Supervisor/Assistant of the City Manager(U)
Page 4
DRAFT
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
DRAFT
's Class Code:
D1 M/CC Date Adopted:
City of San Bernardino Signature:
Director,Human Resources
Bargaining Unit:
CLASS SPECIFICATION
Senior SB Direct Call Taker
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.
I 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.
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.
Senior SB Direct Call Taker Page 1
DRAFT
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.
Ability to:
1. Lead, organize, and review the work of staff involved in providing Reno Direct customer service
call center services and activities.
Senior SB Direct Call Taker Page 2
DRAFT
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.
Licenses; Certificates; Special Requirements:
A valid California driver's license and the ability to maintain insurability under the City's vehicle
insurance policy.
Senior SB Direct Call Taker Page 3
DRAFT
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 Page 4
DRAFT
Class Code:
D1 M/CC Date Adopted:
rr
City of San Bernardino Signature:
Director,Human Resources
Bargaining Unit:
CLASS SPECIFICATION
SB Direct Call Taker
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 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.
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,
SB Direct Call Taker Page 1
DRAFT
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.
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.
SB Direct Call Taker Page 2
DRAFT
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.
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 Page 3
�2NARL�No
DRAFT
w
Class Code:
M/CC Date Adopted:
�Fn IN
City of San Bernardino Signature:
Director,Human Resources
Bargaining Unit:
CLASS SPECIFICATION
SB Direct Call Taker(Bilingual)
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.
I
DISTINGUISHING CHARACTERISTICS
Employees within this class perform the full range of duties as assigned and are distinguished from the
Senior SB Direct Call Taker 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
I 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.
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,
I
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typewriter, switchboard, copier, and facsimile machine; utilize various computer applications and
software packages.
6. Perform related duties as required.
GENERAL QUALIFICATIONS
Knowledge of•
I 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.
I 6. Apply applicable federal, state,and local laws, codes, and regulations.
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.
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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.
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.
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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.
S8 Direct Call Taker/Assistant of the City Manager (U)
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