HomeMy WebLinkAbout26-Human Resources ORIGINAL
CITY OF SAN BERNARDINO — REQUEST FOR COUNCIL ACTION
From: Linn Livingston Subject: APPROVAL OF REVISED
COMMUNITY RELATIONS
Dept: Human Resources SUPERVISOR/ASSISTANT OF THE
CITY MANAGER (U) JOB
Date: July 14, 2011 DESCRIPTION.
M/CC Meeting Date: July 18, 2011
Synopsis of Previous Council Action:
On July 14, 2011, the Personnel Committee recommended this item to be forwarded to the Mayor and
Common Council for adoption.
On February 22, 2011, the Mayor and Common Council approved the SB Direct Call Center staffing
actions.
Recommended Motion:
Approve job description as proposed.
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Signature
Contact person: Phone:
Supporting data attached: Staff Report Ward: All
FUNDING REQUIREMENTS: Amount: No financial impact.
Source: (Acct. No.)
(Acct. Description)
Finance:
Council Notes:
Agenda Item No. v?(P
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CITY OF SAN BERNARDINO - REQUEST FOR COUNCIL ACTION
Staff Report
Subiect
Approval of revised Community Relations Supervisor/Assistant of the City Manager (U)job
description.
Background
On February 22, 2011, the Mayor and Common Council established the position of Community
Relations Supervisor/Assistant of the City Manager (U) to organize and supervise staff and the
operations of the Call Center.
The Human Resources Department has been recruiting for the position of Community Relations
Supervisor/Assistant of the City Manager (U) since April 25, 2011. As yet, we have been unable
to fill this position. Upon review of the applications, Human Resources believes it would be
successful in filling this position if the education portion of the job description was revised from
requiring a four-year college degree to an Associates Degree. The attached job description
reflects this change.
The Human Resources Department is in agreement with the proposed changes and recommends
approval.
Financial Impact
There is no financial impact to update job descriptions.
Recommendation
Approve job description as proposed.
Attachment
Job Description: Community Relations Supervisor/Assistant of the City Manager(U)
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4 z Class Code: 10113
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M/CC Date Adopted: February 22 2011
City of San Bernardino Signature:
Director, Human Resources
Bargaining Unit: Management/Confidential
EEOC Job Category: Officials and Administrators
Class Specification
COMMUNITY RELATIONS SUPERVISOR/ASSISTANT OF THE CITY MANAGER (U)
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; 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.
Community Relations Supervisor/Assistant of the City Manager(U) Page 1
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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.
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.
Community Relations Supervisor/Assistant of the City Manager(U) Page 2
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.
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.
Community Relations Supervisor/Assistant of the City Manager(U) Page 3
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-�-I,n eler's s ociates 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.
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 4