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CITY OF SAN BERNARDINO - REQUEST FOR COUNCIL ACTION
From:
EDWARD S. RAYA
HUMAN RESOURCES
DECEMBER 10, 2001
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TO DELETE THE POSITION OF
ADMINISTRATIVE CLERK III
AND ADD A CUSTOMER SERVICE
REPRESENTATIVE, WITHIN THE
FACILITIES DIVISION.
Dept:
Date:
Synopsis of Previous Council Action:
On December 10, 2001, the Personnel Committee recommended this item for
approval.
Recommended Motion:
1. To delete the vacant position of Administrative Clerk III, Range 1313, $2,115-
$2,571/month.
2. To add new position of Customer Service Representative, Range 1320, $2,190-
$2,662/month.
3. To direct the Human Resources Department to update Resolution 6413, Section
Ten, and Resolution 97-244, to reflect this particular action.
~~~~
Signature
Contact Person:
Ed Rava
Yes
Phone:
384-5161
Supporting Data Attached:
Ward:
FUNDING REQUIREMENTS:
Amount:
Net Increase Cost $980
Source: (Acct No)
001-326-5011
(Acet Des~ FUIl-timezs
Finance: ~ r/ ~
./ .
Council Notes:
J J../ J7 J {) J
Agenda Item No. J5
CITY OF SAN BERNARDINO -REQUEST FOR COUNCIL ACTION
STAFF REPORT
SUBJECT
To delete the position of Administrative Clerk III and add a Customer Service
Representative, within the Facilities Division.
BACKGROUND
The position of Administrative Clerk III in the Facilities Management Division has the
primary responsibility for the clerical duties of the Parking Enforcement section. The
individual must be able to deal effectively with angry customers in person and over the
telephone, while maintaining composure when working under stress. The primary
duties consist of customer service, financial/statistical record keeping, receiving and
posting payments, scheduling hearing applications and waivers, researching inquiries,
and typing routine correspondence.
Over the past few months the Division has hired a number of individuals as
Administrative Clerks to handle the front counter, but each individual has resigned. The
most common complaint from the Administrative Clerks was that the job description was
misleading and did not truly reflect the actual duties and the amount of exposure to the
public. This is despite the fact that during the interview process and after hiring, it is
always stressed that the position has a high-level of complaints from irate customers.
Although the individuals have had some experience with the public, the common
response is one of surprise or shock after having encountered a very angry customer
who has received a parking citation.
The job description for the Administrative Clerk III does not fully articulate the needed
experience and skills necessary to deal with complaints from irate customers, nor does
it accurately reflect the current duties of the position. The new classification of
Customer Service Representative, created as a result of the Classification and
Compensation Study, reflects a more accurate description of the duties required for this
position. In addition, the salary of a Customer Service Representative is more
appropriate for the duties and responsibilities that are required of the position.
Customer Service Representative minimum requirements require more public contact
experience, so that the employees hired will be better equipped to handle difficult
customers. Attached are the copies of the job descriptions for Administrative Clerk III
and Customer Service Representative.
FINANCIAL IMPACT
The Facilities Division's FY 01/02 adopted budget includes $31,805 for the
Administrative Clerk III position, which has been vacant since July 1, 2001. The salary
savings combined with the increase for the class and compensation implementation will
cover the cost of $980 for FY 01/02 to upgrade to the Customer Service Representative
position. The ongoing costs will require an increase in the Facilities Division FY 02/03
budget.
. -.-
Delete:
Vacant Administrative Clerk III
Amount budgeted for FY 01/02:
Salary = $26,016
Benefits: = 5.789
<$31,805>
Add:
Customer Service Representative, Range 1320, $2,190 - $2,6621month:
Step 1 @ $2190 for 6 months = $13,140
Step 2 @ $2,229 for 6 months = 13,794
Benefits: = 5.851
Net increase cost:
J32.785
<$ 980>
RECOMMENDATION
1. To delete the vacant position of Administrative Clerk III, Range 1313, $2,115-
$2,571/month.
2. To add new position of Customer Service Representative, Range 1320, $2,190-
$2,662/month.
3. To direct the Human Resources Department to update Resolution 6413, Section
Ten, and Resolution 97-244, to reflect this particular action.
HR/Agenda Items:SR.Admin Clk 111111601
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