JOB SUMMARY AND DISTINGUISHING FEATURES OF THE WORK:

The Constituent Services Coordinator is responsible for managing and resolving routine, complex and interdepartmental citizen service complaints or requests regarding city services. The role requires acting as a liaison between citizens, City departments, civic associations, community-based organizations, county and state agencies. This position involves the independent preparation of detailed reports, correspondence and documents, and the coordination of various administrative procedures. An employee in this class performs with relative independence based on experience and knowledge of operations. Work is overseen by a supervisor as assigned by the City Manager and is reviewed through conferences and observation of results achieved.

ESSENTIAL JOB FUNCTIONS:

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements
listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to
enable an individual with disabilities to perform the essential functions.

Receive and respond to complaints and inquiries from residents regarding city services;

Assess the needs of the citizens and identify appropriate division for proper referral;

Maintain accurate records and follow up on matters until they are resolved, using appropriate tracking systems and databases;

Process complaint forms;

Act as liaison between residents and various divisions of department, Civic associations, community-based organizations, county and state agencies;

Disseminate information to the public regarding City procedures and policies;

Prepare appropriate replies to correspondence;

Prepare detailed reports, and documents;

Answer telephone calls and inquiries from residents, business owners, as well as other government officials, staff, and the general public;

Scans and digitizes necessary correspondence, documents, and files; extracts and enters data into systems and databases; manages office correspondence and records.

Attend community events, meetings and other City functions during evenings and weekends as required;

Organize and coordinating meetings with constituents and stakeholders on behalf of the City Manager as necessary;

Attend meetings on behalf of the City Manager;

File and maintain City records for follow up;

Prepare letters and memos to City staff, citizens, Council members and other elected and non-elected officials.

Perform other duties as assigned.

IMPORTANT JOB FUNCTIONS:

Organize reservations for City meetings

Maintain a follow-up file as well as central file of official documents

Maintain building room reservations

Acts as back up for answering main phone line

Contact City Council and department heads to provide information or follow up on various matters

Assist in preparation and coordination of various City functions

Performs other related duties as assigned.

MATERIAL AND EQUIPMENT USED:
Computer General Office Equipment

MINIMUM QUALIFICATIONS REQUIRED:

Education and Experience:

Bachelor’s degree from an accredited college or university; and extensive progressively responsible related experience; or,

Any combination of education, training and experience which provides the required knowledge, skills, and abilities to
perform the essential functions of the job.

PREFERRED QUALIFICATIONS:
Bilingual (Fluent Spanish)

Licenses and Certifications:
None

KNOWLEDGE, SKILLS, AND ABILITIES:
Knowledge of:

Community resources, city activities/programs, and government structures.
All applicable state, federal and local ordinances, laws, rules and regulations.
All computer applications and hardware related to performance of the essential functions of the job.

Department organization, standard operating guidelines and policies, rules, and regulations.

Skill in:

Strong problem-solving and conflict resolution abilities.

Communicating orally and in writing with internal staff and other departmental staff in order to give and receive information in a courteous manner.

Operating and maintaining all assigned equipment required to perform the essential functions of the job.

Ability to establish and maintain effective working relationships with fellow employees, city officials, other government agencies, and the general public.

Ability to work independently, multitask, and coordinate and organize multiple projects.

Sensory requirements include standard vision requirements; vocal communication is required for expressing ideas by means of the spoken word; hearing is required to perceive information at normal spoken word levels. This is sedentary work requiring the exertion of up to 10 pounds of force sometimes.

Ability to establish and maintain effective working relationships with the general public, employees, and officials;

Ability to deal tactfully, courteously and patiently with the public;

Ability to communicate effectively, both orally and in writing;

Ability to accomplish assignments delegated through written and/or oral directions;

Ability to collect and compile data and keep accurate records;

Knowledge of computer, word-processing and spreadsheets;

Working Conditions:

Work is performed in a normal office environment with little exposure to outdoor temperatures or dirt and dust. The incumbents working conditions are typically quiet.

NOTE: This class specification should not be interpreted as all inclusive. It is intended to identify the essential functions and requirements of this job. Incumbents may be requested to perform job-related responsibilities and tasks other than those stated in this specification. Any essential function or requirement of this class will be evaluated as necessary should an incumbent/applicant be unable to perform the function or requirement due to a disability as defined by the Americans with Disabilities Act (ADA). Reasonable accommodation for the specific disability will be made for the incumbent/applicant when possible.