Under general direction, manages, supervises and coordinates assigned programs and operations within the Community Relations Department including Reno Direct customer service call center, Reno Connect e-mail subscription service, the Reno Citizens Institute, and related activities and services; performs a full range of responsible and varied professional, analytical, financial, systems, statistical, programmatic, management, and other administrative analyses duties in providing responsible staff support; assumes responsibility for the management and administration of program/project activities; recommends action and assists in policy, procedure, work methods, and budget development and implementation for area of assignment; coordinates assigned activities with other divisions, outside agencies, and the general public; and provides highly responsible and complex staff assistance to the Director of Community Relations.

The following duties are typical for this classification. Incumbents may not perform all of the listed duties and/or may be required to perform additional or different duties from those set forth below to address business needs and changing business practices.

Manage and coordinate the organization, staffing, and operational activities for assigned programs and operations within the Community Relations Department including Reno Direct customer service call center, Reno Connect e-mail subscription service, the Reno Citizens Institute, and related activities and services.

Resolve the more difficult operational and administration problems; identify problem areas and issues; plan, organize, coordinate, direct, and/or conduct administrative and/or management studies relating to the activities or operation of the assigned department, office, or program area; conduct complex surveys, research, and analysis on administrative, fiscal, and operational issues; determine analytical techniques and information-gathering processes and obtain required information and data for analysis; analyze alternatives and make recommendations regarding such areas as staffing, facilities, equipment, cost analysis, productivity, and policy or procedure modifications; discuss findings with management staff and prepare reports of study conclusions; oversee and assist in the implementation of recommendations.

Participate in the development and implementation of goals, objectives, policies, and priorities; recommend and implement resulting policies and procedures; plan, coordinate, implement, promote, and oversee assigned programs, projects, and initiatives; oversee and participate in the development and implementation of strategies and work plans for the achievement of these goals.

Identify opportunities for improving service delivery methods and procedures; identify resource needs; review with appropriate management staff; implement improvements.

Direct, coordinate, and review the work plan for assigned community relations services and activities; assign work activities and projects; monitor work flow; review and evaluate work products, methods, and procedures; meet with staff to identify and resolve problems.

Participate in the selection of assigned personnel; provide or coordinate staff training; work with employees to correct deficiencies; implement discipline and termination procedures.

Perform a range of duties involved in the identification, planning, development, and implementation of new and/or modified programs/projects that would promote and enhance the mission, goals, and objectives of the City; oversee or perform the necessary research and analysis to justify the appropriateness of implementing the proposed program/project; prepare presentation materials and background documentation; monitor project success using appropriate tracking and feedback systems.

Participate in the development, administration and monitoring activities of assigned program budget; collect and analyze financial data; review and analyze budget requests and budget changes; forecast funds needed for staffing, equipment, materials, and supplies; monitor and approve expenditures; recommend adjustments as necessary.

Respond to and resolve the most difficult and complex customer questions in-person and by telephone; assist the general public, outside groups and agencies, and City staff by providing information related to specific program area or City operations and activities in general; refer callers to appropriate City staff, department, or outside agency for further assistance as needed.

Maintain records concerning operations and programs; prepare reports on operations and activities. Gather and analyze statistical data and information and evaluate options for resolution.

Provide staff assistance to the Director of Community Relations; participate on a variety of committees; prepare and present clear and concise staff reports and other correspondence as appropriate and necessary.

Coordinate assigned services and program/project activities with those of other City programs, functions, departments and staff, boards, committees, and task forces as well as external agencies, groups, and the general public to ensure effective cooperation consistent with the optimal efficiency, effectiveness, and economy; coordinate data, resources, and work projects as necessary and upon request in support of a productive and positive working environment; represent the assigned area to public and private groups, organizations, and other groups; provide information and assistance as appropriate.

Participate in the development and training to City staff in the provision of effective and efficient customer services.

Attend and participate in professional group meetings; maintain awareness of new trends and developments in the field of community and customer relations; incorporate new developments as appropriate into programs.

Perform related duties as required.

The following generally describes the knowledge and ability required to enter the job and/or be learned within a short period of time in order to successfully perform the assigned duties.

Knowledge of:
Operational characteristics, services, and activities of a community relations program including the operations, services, and activities of a customer service call center.
Principles and practices of public administration.
Organization, operation, and services of the City and of outside agencies as necessary to assume assigned responsibilities.
Principles and practices of program development and administration.
Principles of supervision, training, and performance evaluation.
Organizational and management practices as applied to the analysis and evaluation of programs, policies, and operational needs related to area of assignment.
Methods and techniques of effective technical, administrative, and financial record keeping, budgeting, report preparation, and presentation.
Pertinent federal, state, and local laws, codes, and regulations.
Principles of municipal budget preparation and control.
Office procedures, methods, and equipment including computers and applicable software applications such as word processing, spreadsheets, and databases.
Principles and applications of critical thinking and analysis.
Principles, trends, methods, and techniques used in customer service, public relations, public information, and program education and promotion.
English usage, spelling, grammar, and punctuation.
Advanced customer service techniques, practices, and principles including methods and techniques used in a customer service call center.

Ability to:
Oversee and manage all assigned programs and operations within the Community Relations Department including Reno Direct customer service call center, Reno Connect e-mail subscription service, the Reno Citizens Institute, City customer service training, and related activities and services.
Plan, organize, direct, coordinate, and evaluate assigned programs, projects, events, or technical areas.
Supervise, direct, and coordinate the work of lower level staff.
Select, supervise, train, and evaluate staff.
Research, analyze and formulate recommendations, work plans, and activities regarding planning, technical and administrative issues.
Analyze problems, identify alternative solutions, project consequences of proposed actions and implement recommendations in support of goals.
Development recommendations for problematic areas and implement and monitor changes.
Recommend and implement goals, objectives, policies, and procedures for providing assigned services.
Perform the full range of complex and difficult professional analytical, programmatic, and administrative duties involving the use of independent judgment and personal initiative.
Research, analyze, and formulate recommendations, work plans, and activities regarding planning, technical, and administrative issues.
Analyze complex problems, identify alternative solutions, project consequences of proposed actions and implement recommendations in support of goals.
Develop recommendations for problematic areas and implement and monitor changes.
Prepare clear and concise technical, administrative, and financial reports.
Understand the organization and operation of the City, assigned program, and of outside agencies as necessary to assume assigned responsibilities.
Understand, interpret, and apply administrative and departmental policies and procedures as well as pertinent federal, state, and local laws, codes, and regulations.
Identify and respond to community and organizational issues, concerns, and needs.
Organize and prioritize timelines and project schedules in an effective and timely manner.
Participate in the preparation and administration of budgets.
Effectively represent the City to outside individuals and agencies to accomplish the goals and objectives of the unit.
Work cooperatively with other departments, City officials, and outside agencies.
Respond tactfully, clearly, concisely, and appropriately to inquiries from the public, City staff, or other agencies on sensitive issues in area of responsibility.
Operate and use modern office equipment including a computer and various software packages.
Work under steady pressure with frequent interruptions and a high degree of public contact by phone or in person.
Exercise good judgment and maintain confidentiality in maintaining critical and sensitive information, records, and reports.
Work in a team based environment to achieve common goals.
Coordinate multiple projects and complex tasks simultaneously.
Meet the physical requirements to safely and effectively perform the assigned duties.
Communicate clearly and concisely, both orally and in writing.
Establish and maintain effective working relationships with those contacted in the course of work.

Education and Experience Guidelines - Any combination of education and experience that would likely provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be:

Education/Training:
A Bachelor's degree from an accredited college or university with major course work in public administration, business administration, or a field related to area of assignment.

Experience:
Four years of increasingly responsible professional level administrative and community relations experience preferably within a local government environment, including one year in a supervisory capacity.

License or Certificate:
Possession of an appropriate, valid driver's license.

PHYSICAL DEMANDS AND WORKING ENVIRONMENT
The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Environment: Work is performed primarily in a standard office setting.

Physical: Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard; and to verbally communicate to exchange information.

Mid-Management
B29
Last Update: 08/2018
JD 11/2018