HomeMy WebLinkAbout06.C- human Resources DOC ID: 1658
CITY OF SAN BERNARDINO—REQUEST FOR COUNCIL ACTION
Personnel
From: Linn Livingston M/CC Meeting Date: 03/19/2012
Prepared by: Linda Wynn, (909)384-5161
Dept: Human Resources Ward(s): All
Subject:
Position Reclassifications for Community Development Department (Recommended for
Approval at the Personnel Committee Meeting of March 8, 2012 - Committee Members Present:
Johnson, Marquez,Jenkins)
Financial Impact:
These reclassifications will result in an overall maximum cost of$6,410 in FY 2011-12. On
September 6,2011,the Mayor and Common Council approved a reclassification of Mobile
Home Park Inspector to Building Inspector II,which resulted in a salary savings of
approximately$11,000 in FY 2011-12. This savings will be used to off-set the costs related to
the proposed reclassifications.
Motion: Approve revised job description for Customer Service Representative, Range
1350, $2543 - $3092/month; reclassify Code Enforcement Processing Assistant
position, Range 1350, $2543 - $3092/month, to Customer Service Representative
O position, Range 1350, $2543 -$3092/month; delete Code Enforcement Processing
Assistant position, Range 1350, $2543 - $3092/month; reclassify one (1) vacant
Customer Service Representative position, Range 1350, $2543 - $3092/month, to
Administrative Assistant position, Range 1380, $2954 - $3591/month; authorize
the Director of Finance to incorporate the changes into the FY 2011-12 budget;
and authorize the Director of Human Resources to update Resolution Nos. 97-244
and 2011-218 to reflect this action.
Synopsis of Previous Council Action:
On March 8, 2012, the Personnel Committee recommended this item to be forwarded to the
J Mayor and Common Council for adoption.
11 Background:
The Community Development Director is requesting the following two reclassifications to
improve department operations and provide continuity throughout the City regarding job
classifications.
a Oi
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1658
The first change would be to reclassify four(4) Code Enforcement Processing Assistant (CEPA)
positions to Customer Service Representative (CSR) positions to provide comprehensive-level
customer service to the public and other departments including detailed information regarding
department policies and procedures, responding to public requests, and providing data entry and
the maintenance/preparations and notarization of files and letters.
The CSR positions are used throughout the City, whereas CEPA positions may only be
assigned to one division within one department. The Administrative Services Supervisor
previously assigned to the Code Enforcement Division is now supervising both CEPA
and CSR positions as part of the same administrative unit. Consolidating these positions
allows greater flexibility in serving the public and in completing all work necessary for
the department. The four existing persons in the positions will remain assigned to the
Code Enforcement Division. The CEPA position and CSR position share the same salary
range but additional changes to the job description will be added to cover those duties
that are currently being performed by the CEPA. The job description is also being revised
to clarify duties specific to the City Clerk's Office.
Reclassification of Code Enforcement Processing Assistant position, Range 1350, $2543
$3092/month, to Customer Service Representative position, Range 1350, $2543 -
$3092/month:
Code Enforcement Processine Assistant Customer Service Representative
Salary ($3,092 x 12/mo): $37104 Salary ($3,092 x 12/mo): $37,104
Salary Less 10% 33,394 Salary Less 10% 33,394
Benefits 13,632 Benefits 13.632
Salary/Benefits $47,026 Salary/Benefits $47,026
(Calculations are based on top step; employees will be placed at the step in compliance
with the MOU.)
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1658
In addition to changing the CEPA position classification to CSR, it is being requested to
(" reclassify one (1) CSR position to Administrative Assistant position to provide clerical support
�✓ to the Code Enforcement Division Manager.
The Code Enforcement Division Manager is an essential position which requires the
completion of specific and detailed tasks such as compiling copies and distributing
related reports and agendas and providing support to the Board of Building
Commissioners. These duties will require a dedicated assistant to meet the deadlines and
obligations of the Department,which are presently handled as a collateral assignment.
Reclassification of one (1) vacant (since September 16, 2011) Customer Service
Representative position, Range 1350, $2543 - $3092/month, to Administrative Assistant
position,Range 1380, $2954 -$3591/month:
Customer Service Representative Administrative Assistant
Salary($3,092 x 12/mo): $37,104 Salary ($3,591 x 12/mo): $43,092
Salary Less 10% 33,394 Salary Less 10% 38,783
Benefits 13,632 Benefits 14,653
Salary/Benefits $47,026 Salary/Benefits $53,436
(Calculations are based on top step; employees will be placed at the step in compliance
with the MOU.)
Supporting Documents:
Customer Services Representative Job Description (PDF)
'Packet Pg.366
Updated:3/15/2012 by Sabdi Sanchez Page 3
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o Class Code: 30222
M/CC Date Adopted:
City of San Bernardino Signature:
Director. Human Resources
Bargaining Unit: General
EEOC Job Category: Office and Clerical
Class Specification
CUSTOMER SERVICE REPRESENTATIVE
JOB SUMMARY
Under general supervision, performs a variety of routine to difficult customer service functions
including providing information, researching problems, receiving a variety of payments and
issuing receipts, referring customers to appropriate staff and maintaining records; and performs
related duties as assigned.
DISTINGUISHING CHARACTERISTICS
Customer Service Representative is the entry-level class in the Customer Service job family.
Incumbents provide a variety of services to customers in various City departments by telephone
and in person, ranging from answering general questions and providing information to handling
difficult customer relations situations. Work requires a high degree of interpersonal skill and
sensitivity in providing high levels of customer service to a diverse group of customers and
knowledge of policies and procedures applicable to specific department assignments learned
through training and experience.
Customer Service Representative is distinguished from Senior Customer Service
Representative/Dispatcher in that incumbents in the latter class perform more complex
customer service duties requiring a detailed understanding of departmental operations, policies
and procedures applicable to their departmental job assignment, including dispatch of
complaints, reports and service orders to field personnel.
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. Greets customers and answers, screens and routes telephone calls, takes and
distributes messages; responds to requests for information, questions and complaints
and refers questions and complaints to appropriate staff when necessary, provides
general information regarding department policies and procedures to customers and the
public; receives, logs and routes forms and documents submitted by customers,
performs routine scheduling duties for the department or program, pulls files, makes
copies and provides information to staff for customer meetings.
2. Responds to customer requests in person or by telephone or email for department
services; obtains required information; enters data into applicable department systems,
explains regulations and fees; calculates fees as required, accepts payment of fees in
person or by mail and issues and records receipts, data enters new licenses and
changes in customer information; balances and runs reports of cash receipts.
Customer Service Representative Page 1
3. Refers customers who are upset or who have complex, specialized or unusually
sensitive situations to a supervisor or appropriate staff member.
4. For employees assigned to the Community Development Department Prepares letters
notices and warrants and maintains records and files applicable to assigned
responsibilities; purges files as assigned; sends out official notices by regular and
certified mail; prepares a variety of forms for routing and mailing.
5. Receives, opens, date stamps, logs and routes mail, packages and documents;
maintains and stocks copy and supply rooms; maintains an orderly reception area.
6. Prepares and issues/reissues welding certificates if assigned to Public Works; inputs
inspection requests and scans and inputs inspection results; prepares new permit
documents and forms for use by inspectors and other staff.
7 For employees assigned to the City Clerk's Office: Accepts and processes passport
applications, as a Registered Passport Agent; reviews documentation for conformance
with U.S. Passport Agency regulations; administers oaths and affirmations; prepares
routine correspondence; notarizes official City documents; accepts, logs and forwards
claims filed against the City.
7-8 For employees assigned to the Community Development Department Assembles
and prepares notices of violations, notices of hearings warrants administrative citations.
hearing orders accepts processes and records andlo •^leas°° payments of fees
liens citations and other costs; and closes property/complaint files, ensuring that
all fees liens and release fees have been paid and all violations corrected.
dPPRnnaoT^lean fee a
8.9 Runs updates of the department system to ensure accurate information.
GENERAL QUALIFICATIONS
Knowledge of.'
1. Principles and practices of effective customer service and customer-oriented telephone
etiquette.
2. Principles and practices of sound business communication; correct English usage,
spelling, grammar and punctuation.
3. Business math.
4. Modem office practices and procedures, including filing and recordkeeping systems.
5. Uses and operations of a computer and standard business software including word
processing, spreadsheet and database applications.
a.6 For employees assigned to the Community Development Department City code
sections and their general provisions to provide information and respond to questions
regarding a variety of code requirements violations.
Ability to:
1. Operate a computer and other standard office equipment.
2. Handle tactfully and effectively sensitive customer relations situations and calmly defuse
situations that are emotional and volatile.
3. Understand, interpret, explain and apply department policies and procedures applicable
to the job assignment.
4. Reach sound decisions in accordance with rules and policies.
5. Understand and carry out written and oral instructions.
6. Communicate clearly and effectively orally and in writing.
7. Prepare clear, accurate and concise computer entries, records and basic
correspondence.
Customer Service Representative Page 2
8. Maintain sensitive and confidential information.
9. Use tact, discretion, patience and understanding in dealing with customers and the
public.
10. Establish and maintain highly effective working relationships with City staff, customers,
the public and others encountered in the course of work.
11 Perform basic research including research of property records.
4&12 Prepare accurate and concise records and reports using statistical data
MINIMUM QUALIFICATIONS
Education, Training and Experience:
A typical way of obtaining the knowledge, skills and abilities outlined above is 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:
Certain assignments require the ability to obtain certification as a Registered Passport Agent
and a notary's license.
PHYSICAL DEMANDS
The physical 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, stand and walk,
talk or hear, both in person and by telephone; and use hands repetitively to operate, finger,
handle or feel computers and other standard office equipment, and reach with hands and arms.
Employees are occasionally required to lift up to 25 pounds.
Specific vision abilities required by this job include close vision, distance 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 in typical office environments where the noise level is usually quiet
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