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Nature of Work

This is responsible professional and managerial work to provide support to Code Compliance in handling specialized customer service issues for community members who require additional support related to city services.  The position will primarily focus on resolving complex matters for the city’s most vulnerable community members who struggle with accessing or understanding city department services.  This specialized assistance will be achieved through using community engagement techniques, including outreach, education, and intervention, visiting our customers in their homes, community hubs, or neighborhood association offices to assist with Code Compliance-related issues. The scope of services involves solving ongoing concerns or cross-departmental issues for those in the program, mobilizing City contacts, issues, and advocacy work that may incorporate extensive meetings with the customers, intervening to help departments, and facilitating a host of organizational resources to address and support needs. This position is the main contact for the customer in handling a question or problem, and updates the customer with timely and frequent information about progress towards resolving the issue.  Work is performed under the executive direction of the Assistant Code Compliance Director. 
 
Essential Duties & Responsibilities 
The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by employees in this job. Employees may be requested to perform job-related tasks other than those specifically presented in this description.

• Establishes governance related to standard policies and procedures in assisting vulnerable populations with complicated Code Compliance issues; policy developed is aligned to the City-services delivery model 
• Contributes to the continuous improvement and advocacy support for customer service through detailed service-design analysis of complicated issues, the development and implementation of sound advocacy practices and procedures, and provides support to program management staff with direction, guidance, processes, and tools to increase efficiencies and improve effectiveness of the services provided City-wide for vulnerable populations 
• Plans, organizes, and prioritizes activities related to referral protocol where customers need additional support and assistance outside of City-service support; maintains adherence to City-related services and solution-based approaches in daily work product
• Develops and documents policies and programs for complex service issue resolution on long-term needs related to service delivery and design; responsible to oversee customer service delivery processes that meet the needs of our diverse and vulnerable populations; guarantees equitability support throughout the various customer contact points
• Establishes and maintains good working relationships with community groups and agencies to ensure opportunities for referrals; encourages community partners to provide City-specific support to complex issues associated with City service delivery
• Prepares and presents the monthly reports on advocacy-related issues; develops dashboards reflecting information related to the populations assisted, to reflect Ward, Neighborhood Associations, and demographics, to assist in developing strategic plans to address areas of higher incidence of complex issues
• Prepares and presents information to various stakeholders (external and internal) on program deliverables
• Conducts long-range research and reviews of the customer advocacy service functions, including research for service changes to complex business processes, as needed. Assists in writing grant proposals; writes reports related to grants
• Participates on various City and community committees, task forces, and teams as needed; may act as lead task force organizer or department representative as required.
• Ensures that effective customer service for our vulnerable populations is a priority in the City
• Supervises preparation of governance standards, customer-centric content strategy plans, and customer-centric studies in areas of responsibility.
• Performs other related work as assigned.

• Bachelor's degree in business or public administration, social work, government, or a related field 

• Three (3) years of progressively responsible professional experience in public sector management, preferably in local government.  

• Any equivalent combination of training, education, and experience that provides the required skills, knowledge, and abilities

• Valid Driver’s License 

• Master's degree in business, public administration, or social work