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HomeMy WebLinkAbout2011-029 1 2 3 4 5 6 7 8 9 10 11 12 13 14 RESOLUTION NO. 2011-29 RESOLUTION OF THE CITY OF SAN BERNARDINO AUTHORIZING A MEMORANDUM OF UNDERSTANDING WITH THE BOARD OF WATER COMMISSIONERS FOR FINANCIAL SUPPORT FOR A CITY CALL CENTER. WHEREAS, the Mayor and Common Council defined a vision and identified a set of strategic goals to achieve the vision of "Building a Better Community"; and WHEREAS, one of the organizational initiatives to achieve these goals focuses on the establishment of a city call center to improve communication between the community and government through a centralized approach to customer service; and WHEREAS, the establishment of a call center, entitled SB Direct, will provide more efficient service by providing the public a central phone number for non-emergency requests for information and that the SB Direct will provide enhanced service by maintaining a central tracking system of the response and disposition of all call center customer service requests; and WHEREAS, SB Direct will be funded through the reallocation of existing resources, 15 16 including a contribution from the Water Department; and 17 18 19 WHEREAS, at a meeting held on January 19,2011, the San Bernardino Board of Water Commissioners approved financial support for SB Direct. BE IT RESOLVED BY THE MAYOR AND COMMON COUNCIL OF THE CITY 20 OF SAN BERNARDINO AS FOLLOWS: 21 22 23 24 25 26 27 28 SECTION I. That the Mayor and Common Council authorize the City Manager, or his designee, to sign a Memorandum of Understanding between the City of San Bernardino and the Board of Water Commissioners for funding a portion of the SB Direct operations as identified in Memorandum of Understanding which is attached hereto as Exhibit "A" and incorporated herein in full. 2011-29 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 The foregoing resolution is hereby approved this 19 RESOLUTION OF THE CITY OF SAN BERNARDINO AUTHORIZING A MEMORANDUM OF UNDERSTANDING WITH THE BOARD OF WATER COMMISSIONERS FOR FINANCIAL SUPPORT FOR A CITY CALL CENTER. I HEREBY CERTIFY that the foregoing Resolution was duly adopted by the Mayor and joint Common Council of the City of San Bernardino at a regular meeting thereof, held on the 7th day of February , 20 II, by the following vote, to wit: Council Members: AYES NAYS ABSTAIN ABSENT MARQUEZ X DESJARDINS X X BRINKER SHORETT X - KELLEY X JOHNSON X MCCAMMACK X {;7.:L0/u-~ 0. C{/LJL, Rachel G. Clark, City Clerk 9* day of Fe bruary , 20 II. 20 21 ~CA~ . 22 Approved as to 23 Form: 24 25 26 Tobin Brinker, Mayor Pro Tern City of San Bernardino J.p~ AMES F. PENMAN, City Attorney 27 28 2011-29 Exhibit 'A 1 2 CALL CENTER STAFFING MEMORANDUM OF UNDERSTANDING 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 Y, the salary, including benefits, for one full-time 19 equivalent position during the remainder of FY 20 I 0/20 11 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 y, 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 20 I 0/20 11 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 Page 1 of 2 21 22 23 24 25 26 27 28 2011-29 Exhibit A 1 4. LIABILITY: The City shall bear all costs and shall indemnity 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 10 11 12 Date: Toni Callicott, President Date: Robin L. Ohama, Deputy City Clerk & Ex-Officio Secretary 13 CITY OF SAN BERNARDINO 14 15 Date: Charles E. McNeely, City Manager 16 Approved as to Form: ATTEST: 17 18 James F. Penman, City Attorney Rachel Clark, City Clerk 19 20 Page 2 of 2 2011-29 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 Y2 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 201 1/2012. 21 NOW THEREFORE, it is hereby agreed by the Parties as follows: 22 1. CONTRIBUTION: The Department shall contribute y, 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 20 I 0/20 11 and fully fund a Call Center position, including benefits, in the amount of $56,460 in FY 20 I J /20 12. 25 2. TERMS: The Department shall pay the City $28,300 in one lump sum on or before February 28, 201 I. In 26 FY 2011/2012 the Department shall pay the City $56,460 in one lump sum on or before August J, 20 II. The 27 City shall have complete supervisory control over the Call Center position that the Department funds. 28 Page 1 of 2 28 2011-29 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 10 11 12 3/ I / 20' I , , Date: Date: 3/f /11 { I Toni Callico , Pre 'dent c/~ ~C1~ Robin L. Ohama, Deputy ity Clerk & Ex-Officio Secretary 13 14 15 d~\ Date: 16 Approved as to Form: ATTEST: ,V?-~)v..L /:1. CCl-vJc Rachel Clark, City Clerk 17 .~ 18 19 20 21 22 23 24 25 26 27 Page 2 of 2 ATTACHMENT 1A 2011-29 DRAFT Class Code: M/CC Date Adopted: 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 assigmnent; 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 activllIes 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 2011-29 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) Page 2 2011-29 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 Knowledl!e 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. II. 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: I. 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 2011-29 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. II. 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 govemment 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) Page 4 2011-29 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. Community Relations Supervisor/Assistant of the City Manager (U) Page 5 ATTACHMENT 18 2011-29 DRAFT Class Code: M/CC Date Adopted: 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 assigmnent to this class. I . 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 assi6'lled 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 S8 Direct Call Taker/Assistant of the City Manager (U) Page 1 2011-29 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 Knowledl!e of: I. Operations, services, and activities of the City-wide customer service call center. 2. Principles ofIead 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. I ]. Principles and practices used to establish and maintain files and information retrieval systems. 12. English usage, spelling, grammar, and punctuation. Senior 58 Direct Call Taker/Assistant of the City Manager (U) Page 2 2011-29 DRAFT Ability to: I. 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. I I. 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. IS. 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 QUALlFCATIONS 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 S8 Direct Call Taker/Assistant of the City Manager (U) Page 3 2011-29 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 S8 Direct Call Taker/Assistant of the City Manager (U) Page 4 ATTACHMENT 1C 2011-29 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. I. 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. 58 Direct Call Taker/Assistant of the City Manager (U) Page 1 2011-29 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 Knowledl!e of: I. 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. 5B Direct Call Taker/Assistant of the City Manager (U) Page 2 2011-29 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. II. 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 2011-29 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 1 D 2011-29 DRAFT Class Code: M/CC Date Adopted: 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. I. 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 2011-29 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 Knowledl!e of: I. Operations, services, and activities of a customer service can 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 can 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 cans. 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. II. English usage, spening, grammar, and punctuation. Abilitv to: I. Perform a variety of specialized office support and clerical duties in support of the City-wide customer service can 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 gencral administrative and departmental policies and procedures. 6. Apply applicable federal, state, and local laws, codes, and regulations. 58 Direct Call Taker/Assistant of the City Manager (U) Page 2 2011-29 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. II. 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. 5B Direct Call Taker/Assistant of the City Manager (U) Page 3 2011-29 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. 56 Direct Call Taker/Assistant of the City Manager (U) Page 4