Advertising, Marketing, Public Relations, Deputy / Assistant City / County Mgr, General Administration
GENERAL DEFINITION OF THE ROLE:
The Director of Neighborhood Services is responsible for the successful operation of the City's 311 Citizen Services Center, the management of Code Compliance personnel, and communicating City efforts through community outreach.
ESSENTIAL FUNCTIONS/TYPICAL TASKS:
Directs the development and timely implementation of 311 Customer Service Center goals, policies, and strategic plans. Manages the allocation of resources and service levels to meet customer needs.
Represents the 311 Customer Service Center as a member of the city's Senior Staff with government officials, citizens, community-based organizations and professional organizations. Disseminates public information regarding the 311 Customer Service Center and oversees the resolution of complaints and issues relating to 311 operations and citywide services.
Plans, organizes, directs, supervises and evaluates the work of assigned professional staff to ensure effective performance.
Ensures that the resolution of constituent assistance and service requests are achieved within previously approved performance measures and constituent directed service levels. Resolves complex administrative and customer service problems in the 311 Citizen Services Center. Evaluates existing and emerging technology for applicability in the City of Elgin to meet existing and future needs.
Provides leadership and direction in business analysis, workflow analysis and improvements, system design, application development and procurement and system integration to ensure that constituent's needs are met.
Provides briefings to the City Manager's Office and Senior Staff as well as reports to the City Council on service levels and improvements.
Works with department heads to configure service requests for complex, inter-departmental requests
Identifies and determines how future phase departments will become engaged with 311 and the timing of the implementations
Responsible for monitoring the departmental impact of additional Salesforce applications
Works with senior staff to determine reporting and data needs
Closely monitors incoming work requests to look for gains in operational efficiencies that will improve business processes
Prepares, administers, and monitors the 311 Citizen Services Center budget.
Code Compliance Duties
Plans, organizes and directs the code compliance manager and inspectors.
Represents the Code Compliance Division as a member of the city's Senior Staff with government officials, citizens, community-based organizations and professional organizations.
Prepares, administers, and monitors the Code Compliance budget.
Any combination of education and experience that would likely provide the required knowledge and skills is qualifying.
Education and Experience: Equivalent to a BA degree from an accredited college or university with major course work in accounting, finance, business, administration, management, public administration, public policy, social sciences, psychology, education, communications or a related field. A Master's Degree may substitute for one year of the required experience. Five years of experience performing responsible professional and/or administrative level duties, or performing complex policy analysis, with at least two years of supervisory experience. Experience working in a local government environment is highly desirable.
Additional Salary Information: Full benefits package
About City of Elgin
Elgin, Illinois is located approximately 38 miles northwest of downtown
Chicago and is home to over 110,000 people. The “City in the
Suburbs” prides itself as being an art hub with a historic
downtown, beautiful river walk, engaging community events,
and sustainable practices. Elgin is an award-winning
community, named an All-American City twice and a recipient
of the Governor’s Hometown Award. Elgin has ranked highly
among several published lists for its safety, diversity, and as a
top city to raise a family.