MRT Program Coordinator

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SUMMARY: Under general supervision, administers the Mayor Response Team Program, handles and tracks various internal/external concerns and requests, maintains and coordinates resources within the City in an effort to resolve outstanding issues, develops and maintains a tracking system and methods to improve community relations and customer service training for staff, maintains contact with the City Administrator and reports patterns of ongoing and difficult situations with the City organization; may perform related duties as assigned.

ESSENTIAL FUNCTIONS: (Essential functions, as defined under the Americans with Disabilities Act, may include the following tasks, knowledge, skills and other characteristics. This list is ILLUSTRATIVE ONLY and is not a comprehensive listing of all functions and tasks performed by incumbents of this class.)

DUTIES AND RESPONSIBILITIES: (which are not in any hierarchical order)
  1. Reviews, researches, and responds to citizen’s requests for information or service.
  2. Assists in the development of customer service training and employee relations methods. Recommends and schedules appropriate training seminars for staff.
  3. Supervises work of subordinate staff. Recommends personnel actions, prepares performance appraisals, and counsels employee on job performance.
  4. Administers Mayor’s citizen action response program on a daily basis.
  5. Acts ad liaison with City organizations and homeowners associations to promote City’s customer service program and to create awareness.
  6. Develops and maintains a tracking log of all requests for information or service. Monitors departmental response time to requests for service or information. Analyzes and prepares reports on daily logs.
  7. Develops, maintains, and updates related computer software/hardware as needed. Generates reports and updates as necessary.
  8. Ensures and facilitates response to emergency and critical matters as reported.
  9. Prepares and monitors the division annual budget and processing of administrative requests.
  10. Makes recommendations to the City Administrator and Mayor on ways to improve the City’s response to the citizens needs and requests.
KNOWLEDGE, SKILLS AND ABILITIES:
  • Knowledge of City’s and departmental policies and procedures.
  • Knowledge of computer programs and various software applications.
  • Knowledge of organizational structures, functions, and operations of City government.
  • Skills in customer service, human relations and communications.
  • Ability in problem resolution and decision-making.
  • Ability to communicate effectively both verbally and in writing.
  • Ability to handle special projects of diverse nature.
  • Ability to interface effectively with the general public to solve customer concerns.
  • Ability to organize and determine priorities.
  • Ability to plan and assign the work of others.
  • Ability to establish and maintain effective working relationships with supervisors and other employees in all departments.
PHYSICAL REQUIREMENTS AND WORK ENVIRONMENT:While performing the duties of this job the employee is frequently required to sit, talk or hear, grasp, reach with hands and arms, and use hands and/or fingers, handle, operate objects, tools, and controls. The employee is occasionally required to walk, stand, climb or balance, stoop, kneel, stand, push, pull and lift and/or move objects of up to 10 pounds, and perform other similar actions during the course of the workday. The City of West Palm Beach promotes a drug/alcohol free work environment through the use of mandatory pre-employment drug testing.

MINIMUM QUALIFICATIONS: Bachelor’s degree from an accredited college or university with a major in Public Administration, Business Administration, Political Science or related field, and three (3) years work related experience, or any equivalent combination of training and experience. A valid Florida driver’s license is required.

FLSA Code: Exempt
B/U: None
March 2003
 
Overtime: No
 
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