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Coordinator of Resident Services #2301-5513-01

Public Relations & Customer Service

Date Opened
Monday, January 30, 2023 12:01 AM
Close Date
Friday, March 17, 2023 11:59 PM
Section
Chief Administrative Office
Salary
  • Local 3144, Within Range 9: $59,408 - $69,028 annualized
Employment Type
  • Full-Time
Telework Eligible
Yes

PRIMARY FUNCTIONS

This is responsible level professional work pertaining to the development and implementation of strategies which promote City services and ensure quality responses for residents. Oversees a team of resident advocates to ensure issues are addressed in a timely and respectful manner and supports implementation of existing and new and improved customer service systems.

This position reports to the Chief Administrative Officer or appropriate designee, and supervises interns and project teams as assigned.

Hybrid remote work options for some aspects of the work may be available once work routine are established.

35 hours per week; may include occasional evenings and weekends, for community meetings and to support the needs of the Department.


TYPICAL DUTIES AND RESPONSIBILITIES

  • Facilitates the resolution of citizen concerns related to city issues through a team-oriented approach.
  • Oversees management of resident complaints and requests to ensure timely responses and updates and expedient resolution of issues.
  • Trains department liaisons and clerical staff in handling responses to residents including establishing and ensuring best practices and procedures for communicating information and establishing expectations.
  • Evaluates existing customer-service systems to ensure they are used properly by employees in all relevant departments, including but not limited to collecting feedback and input from customers/residents, implementing audit systems, establishing and overseeing secret shopper, customer service questionnaires and data analysis.
  • Identifies ways to improve existing systems including improving resident experience, facilitating better data tracking and accountability or improving processes and procedures to enhance the delivery of service. This may also include but is not limited to identifying and implementing software solutions in collaboration with IT, maintaining knowledge of national trends and best practices in municipal service delivery and collaborating with departments on implementation and streamlining incoming requests by simplifying forms and or points of origination for requests.
  • Develops and assists in implementation of comprehensive plans to market and inform citizens of City services to improve use and awareness.
  • Designs and produces publications such as brochures, flyers, posters and on-line equivalents, utilizing desktop publishing software, social media and/or web design software.
  • Serves as an advocate for citizens in resolving government related inquiries and concerns received via phone, mail, email, and walk-in clients.
  • Makes site visits as necessary to accurately assess and assist in resolving citizens' concerns or complaints or to assess the quality of delivery of services.
  • Researches and prepares reports and correspondence to officials and staff as requested.
  • Organizes and supports community cleanups.
  • Represents the City at community meetings.
  • Performs other related work as required.

EDUCATION, QUALIFICATIONS & EXPERIENCE

Graduation from an accredited four (4) year college or university, with major course work in public relations, communications, public administration, or closely related fields and 3 to 5 years of related work experience displaying progressive responsibility; or any equivalent combination of education training and experience which provides the following knowledge, abilities and skills.

KNOWLEDGE, EXPERIENCE, SKILLS & ABILITIES

  • Considerable knowledge of effective promotional materials.
  • Demonstrated knowledge and understanding on use of key performance indicators and metrics to measure goals.
  • Knowledge of desktop publishing, and web design software.
  • Knowledge of public relations, methods and practices.
  • Knowledge of modern methods and technologies for communication, including social media.
  • Knowledge of grant writing.
  • Considerable skills in the use of word processing software programs.
  • Considerable knowledge of data management including the use of database tools and web-based software.
  • Ability to communicate clearly and effectively in writing, including the ability to meet deadlines and stay current on social media platforms.
  • Ability to communicate clearly and effectively orally, including the ability to speak before public groups.
  • Ability to work calmly and efficiently under pressure, meet deadlines on short notice, and work an occasional evening or weekend day.
  • Ability to establish and maintain effective working relationships with the public, the news media, public officials, and City staff.

NECESSARY SPECIAL REQUIREMENTS

  • Possession of at time of application and ability to maintain a valid State of Connecticut driver’s license while employed in this position.

SALARY, BARGAINING UNIT & TERMS OF EMPLOYMENT

This is a General Fund, "Tested" position. 

This position is included in a collective bargaining agreement with Local 3144, American Federation of State, County and Municipal Employees; the salary is within Local 3144, Range 9.

Bargaining agreements available to review HERE.

General Funded hires into this class are not covered by Social Security and will not pay Social Security taxes. They instead participate in the City Pension; the employee contribution rate is 10% of pay.

Employment is contingent upon the successful completion of: (1) a pre-employment background check, (2) a pre-employment physical examination, including pre-employment drug screening, (3) registration in the New Haven COVID Vaccination/Testing portal and providing proof of Vaccination status, as per the Mandatory COVID Vaccination/Testing Policy, and (4) a 90-day probationary period. Instructions and information on this pre-employment process are included in Conditional Offer of Employment.

Selection Plan

Applicants meeting minimum requirements will be invited to participate in a Civil Service exam process at a later date. It is critical that you complete the application thoroughly, as the information you provide will be used to ascertain if you are eligible to move forward in the selection process, and in some cases, this information may be used to determine the eligibility list.

Information regarding the employment and selection process can be found HERE.

Please note that the only method of communication with applicants for this position will be by email. You must provide a valid, working email address and you will need to monitor your email, including spam/junk folders, for correspondence from the New Haven Human Resources Department.

Conclusion

To apply for this opportunity:
  • Complete your User Registration. You are encouraged to save your Applicant Profile for future use.
  • You MUST click on the job posting you are interested in, and click Apply or Apply Online from within that posting.
  • MAKE SURE the job you are applying for is named at the top of the page as you review your application!
  • Review or modify your application for that position
  • Click "Ready to Send App" or the "Send" tab; read page and click the attestation
  • Click "Send to City of New Haven"
  • You will be redirected to "CONFIRMATION OF EMPLOYMENT APPLICATION SUBMISSION"
  • You will also receive an email and text, if a number was provided, confirming your submission

  • If you do not receive this confirmation in the next 24 hours, your application has not been submitted - please contact us at NHJobs@newhavenct.gov

Please Note, your Profile your Applicant Profile, you must still click on a Job Title and complete the application as instructed for each position.

Table displaying apply links.