Job Description
| ISSUE DATE 010713 FINAL FILING DATE 012513 THE POSITION EXAM 00191413GS ONLY ONLINE APPLICATIONS WILL BE ACCEPTED Under limited direction this position directs and manages the City of Sacramento 311 Program The 311 Program is a major city program with substantial citywide impact that provides a single point of contact for city residents to access city government services 24 hoursday seven daysweek including weekends and holidays The 311 Manager ensures the efficient and effective delivery of 311 services creates and implements operational procedures and processes including continuous improvement initiatives monitoring and evaluating service delivery recommending alternative business processes shortlong range strategic and budgetary planning The 311 Manager is responsible for using data collected through the 311 Program to work cooperatively with the cityrsquos service departments and other city officials to ensure consistent and effective delivery of services DISTINGUISHING CHARACTERISTICS This is a singleposition classification which exercises a broad range of authority over 311 Program operations The 311 Manager is distinguished from the lower level classification of Program Specialist in that the manager is directly responsible for a major program with substantial citywide impact while the Specialist supervises programs with moderate visibility and citywide impact SUPERVISION RECEIVED AND EXERCISED The 311 Manager receives limited supervision from higher level management staff in the Department of General Services The 311 Manager directly supervises clerical technical supervisory and professional level staff _________________________________________ESSENTIAL DUTIES AND RESPONSIBILITIES _________________________________________ Builds and maintains effective working relationships with city officials and other staff outside professional organizations and neighborhood groupsassociations Directly supervises clerical technical supervisory and professional level staff hires staff monitors performance and conducts performance evaluations addresses performance deficiencies and implements corrective action as necessary identifies training needs and staff development resources Develops and implements operational performance standards including monitoring and evaluation standards and techniques participates in citywide service delivery initiatives Advance city managementsrsquo ability to improve service delivery and accountability through the use of 311 Program data tracking and analytics Establishes priorities and process improvement strategies for the 311 Program in partnership with service departments ensures compliance with new or revised policies procedures rules and regulations Develops budget recommendations researches financial impacts and consequences of proposed recommendations secures resource allocations or seeks alternative resource solutions for call center operations Resolves complaint escalations from the MayorCouncil and City Manager writes and provides statistical reports to the MayorCouncil City Manager executive team and division managers Resolves technology or other issues that cause call spikes or disruption to service delivery manages crises if service delivery is interrupted Serves as a member of the Emergency Operations Center during emergencies and critical events _________________________________________QUALIFICATIONS _________________________________________Knowledge of Largescale call center operational standards and processes Call center technology and technology integration Customer service and complaint management techniques Skill in Monitoring evaluating and correcting employee performance Identifying staff development and continuous improvement resources Monitoring and evaluating service delivery Problem and complaint resolution conflict management Oral and written communications Establishing and maintaining effective working relationships within and outside of the organization Effective collaboration and negotiation Effective report writing and oral presentations Analyzing 311 Program data in support of citywide service delivery improvements Ability to Develop budget recommendations identify resources Manage media communications as needed EXPERIENCE AND EDUCATION Three years of direct supervisory or management experience in a largescale call center operation is required Experience in a municipal or government operation is desirable AND Bachelorrsquos degree in businesspublic administration public relations communications or related degree is required Important Note Proof of required education such as college transcripts or degrees must be submitted to the City of Sacramento Employment Office in person as attachment(s) to the online application or fax to (916) 8088567 by Friday January 25 2013 If submitting in person or via fax please include your name and Exam 00191413GS on your documents An applicant with a college degree obtained outside the United States must have education records evaluated by a credentials evaluation service This evaluation must be submitted before you will be considered for any positions SPECIAL QUALIFICATIONS Driver License Possession of a valid California Class C Driver License at the time of appointment Individuals who do not meet this requirement due to physical disability will be reviewed on a casebycase basis Work conditions Must be available beyond normal working hours as necessary _________________________________________THE SELECTION PROCEDURE _________________________________________1 Application (PassFail) All applicants must complete and submit a City of Sacramento employment application online at wwwcityofsacramentoorgpersonnel by the final filing deadline (500 pm on Friday January 25 2013) Employment applications must be submitted online paper applications will not beaccepted Employment applications that do not list current andor past jobrelated experience inthe Work Experience section will be considered incomplete and rejected Incomplete applications will not pass the application review information omitted from the Work Experience section cannot be considered or assumed Employment applications with see resume in the Work Experience section will be considered incomplete and rejected a resume will not substitute for the information required in the Work Experience section Possession of the minimum qualifications is not necessarily a guarantee of further advancement in the selection process Proof of required education and degree equivalency can be submitted online with your application delivered in person or sent to the Employment Office by mail or fax to (916) 8088567 2 Supplemental Questionnaire (PassFail) In addition to the City of Sacramento employment application all applicants must complete and submit online responses to the supplemental questionnaire to the City of Sacramento Employment Office by the final filing deadline Responses to the supplemental questionnaire must be submitted online paper questionnaires will not be accepted Incomplete supplemental questionnaires will not pass the review process omitted information cannot be considered or assumed 3 Screening CommitteeInterview Process Human Resources will evaluate employment applications and forward qualified applications to the hiring department Those determined to be the best qualified candidates will be invited to participate in a comprehensive interview process A recommendation of the top candidate(s) resulting from this interview process will be forwarded to the Director of General Services The Director will review the results and if necessary conduct additional interviews and forward the recommendations to the City Manager for final action _________________________________________ The City of Sacramentorsquos Department of General Services employees 3745 career employees and is comprised of six divisions as follows Sacramento City 311 ndash manages call center operations and associated programs Animal Care Services ndash enforcement sheltering adoption and humane education Facilities and Real Property Management ndash facility maintenance design and construction real estate and mailing services Procurement Services ndash contract services and procurement standards and compliance Solid Waste Services ndash refuse and recycling collection yard waste collection household hazardous waste neighborhood cleanup street sweeping illegal dumping cleanup and landfill operations Fleet Services ndash purchase maintenance and management of fleet assets For further information on the 311 Manager recruitment please contact Kim Martin at 9168087119 _________________________________________ |
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