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HomeMy WebLinkAboutItem 12f - Public Works Customer Service/Administrative Supervisor ClassificationPublic Works Customer Service/Administrative Supervisor Classification June 7, 2022 Page 1 of 3 DATE: June 07, 2022 TO: Honorable Mayor and City Council FROM: Paul Cranmer, Public Works Services Director By: Carmen Masud, Deputy Public Works Services Director SUBJECT: RESOLUTION NO. 7448 AMENDING RESOLUTION NO. 7380 ESTABLISHING COMPENSATION AND RELATED BENEFITS FOR EMPLOYEES REPRESENTED BY THE ARCADIA CITY EMPLOYEES ASSOCIATION (PUBLIC WORKS CUSTOMER SERVICE/ADMINISTRATIVE SUPERVISOR) Recommendation: Adopt SUMMARY In December 2021, the Senior Accounting Technician who had processed utility billing for the City of Arcadia retired. The Senior Accounting Technician previously reported to the Administrative Services Department (“ASD”). The position was brought back to the Public Works Services Department (“PWSD”) for utility billing services under the new classification of Utility Billing Specialist. Due to the change in staffing, current industry trends, and customer service needs, the PWSD staffing model was evaluated. As a result of this review, the PWSD is proposing to reorganize customer service office staff to improve customer service by creating a Public Works Customer Service/Administrative Supervisor classification. The new Public Works Customer Service/Administrative Supervisor position would be placed at Salary Range 68 and would result in an increase of approximately $5,000 in Fiscal Year 2022-23. It is recommended that the City Council approve Resolution No. 7448 to allow this change. DISCUSSION In 2021, the PWSD and ASD began converting and implementing a new utility billing system, meter management, and public online payment and inquiry portal. During this time, after 25 years of service, the Senior Accounting Technician in ASD who had processed utility billing for the City of Arcadia retired. The PWSD decided to bring the position to the PWSD for utility billing services under the new classification of Utility Billing Specialist. The Human Resources Commission approved the new classification on January 13, 2022. With the change in staffing, current industry trends, customer service needs, the PWSD organizational chart was further evaluated. The PWSD identified potential operating Public Works Customer Service/Administrative Supervisor Classification June 7, 2022 Page 2 of 3 efficiencies and is proposing to revise the organizational chart to adjust customer service office staff and establish a new classification specification for a Customer Service/Administrative Supervisor to oversee the team. Under the new organizational chart, the two Administrative Assistants and the Utility Billing Specialist will report directly to a newly created Public Works Customer Service/Administrative Supervisor position, which will be an upgrade to the current Office Coordinator position. Although the Office Coordinator currently oversees customer service staff, the relocation of the Utility Billing function to the PWSD created additional job duties departmentally and requires additional administrative oversight and duties beyond that of the current Office Coordinator specification. As a result of the position upgrade, the Office Coordinator position in the PWSD will be vacated. The net result will be the same number of employees within the PWSD, but with additional duties assigned where they make the most sense in a customer service environment. The proposed organization chart is attached. The new Public Works Customer Service/Administrative Supervisor position will plan, organize, and manage the work of personnel assigned to Public Works customer service and utility billing. The position would supervise the processing of customer service orders and payments, respond to and resolve complex customer service problems, and assist all sections of the PWSD with customer facing matters. The Public Works Customer Service/Administrative Supervisor will ensure that the City of Arcadia PWSD is providing quality customer service needs for Arcadia customers and residents. This position will also make sure that customer service and utility billing is working in the most efficient manner and will evaluate customer service practices and processes to improve efficiencies of customer service needs within the PWSD. The new Public Works Customer Service/Administrative Supervisor position has been discussed with the Arcadia City Employees Association, and they have agreed to the proposed changes. Furthermore, on May 12, 2022, the Human Resources Commission recommended approval of the new classification specification for the Public Works Customer Service/Administrative Supervisor. ENVIRONMENTAL ANALYSIS The proposed action does not constitute a project under the California Environmental Quality Act (CEQA), and it can be seen with certainty that it will have no impact on the environment. As such, this matter is exempt under CEQA. FISCAL IMPACT The new Public Works Customer Service/Administrative Supervisor position would be placed at Salary Range 68, which starts at $6,354/month and rises to $7,936/month and would result in an increase of approximately $5,000 in Fiscal Year 2022-23 over the current classification. Staff surveyed comparative municipalities and utility agencies and Public Works Customer Service/Administrative Supervisor Classification June 7, 2022 Page 3 of 3 has determined Range 68 to be a reasonable rate for the Public Works Customer Service/Administrative Supervisor. The position would be paid between the General (20%), Solid Waste (10%), Water (60%), and Sewer (10%) Funds. RECOMMENDATION It is recommended that the City Council determine that this action does not constitute a project and is therefore, exempt under, the California Environmental Quality Act (“CEQA”); and approve Resolution No. 7448 amending Resolution No. 7380 establishing compensation and related benefits for employees represented by the Arcadia City Employees Association (Public Works Customer Service/Administrative Supervisor). Attachments: - Resolution No. 7448 - New Class Specifications for Public Works Customer Service/Administrative Supervisor - Public Works Services Department Proposed Org Chart CITY OF ARCADIA PUBLIC WORKS CUSTOMER SERVICE/ADMINISTRATIVE SUPERVISOR DEFINITION Under general supervision of the Public Works Services Director, to plan, organize, and manage the work of personnel assigned to Public Works Customer Service and Utility Billing; to supervise the processing of customer service orders and payments, to respond to and resolves complex customer service problems; to supervise the maintenance of Public Works records; to assists with budget preparation; to recommend programming modifications to meet departmental requirements; to perform a variety of highly responsible, complex, and specialized administrative functions in support of the Department Director and management staff; to provide administrative assistance in assembling, compiling, and summarizing information for department reports and projects; and to process professional services agreements, contracts, and capital improvement projects for the department. SUPERVISION EXERCISED Will exercise technical and functional supervision over customer service and utility billing personnel. EXAMPLES OF IMPORTANT AND ESSENTIAL DUTIES Assume full management responsibility for all personnel assigned to Public Works Customer Services and Utility Billing. Manage, assist, and assign tasks and responsibilities to Customer Service and Utility Billing personnel on a regular basis. Train and evaluate customer service personnel; evaluate practices and processes to make recommendations to improve efficiencies of customer service interface; facilitate the resolution of problems encountered by residents, customers, and business owners. Monitor progress or status of assigned projects and tasks to ensure productivity and quality of performance. Review current procedures to ensure procedures and policies are within legal guidelines. Manage and assist in the development of the water utility billing system. Assist the Public Works Services Director with long-range planning and Customer Service and Utility Billing functions and recommends billing system modifications when necessary. Act as liaison between Department Director, administrative staff, city officials, department, and city administrative personnel, visitors, and the public. Oversee Department payroll, outgoing correspondence, and bid documents. City of Arcadia Public Works Customer Service/Administrative Supervisor (Continued) Page 2 of 5 Act as liaison between contractors, insurance companies, and the City for the execution of contracts and agreements for the department. Participates in the departmental formation of policies and procedures regarding Customer Service functions. Prepare, coordinate, and process agenda reports, ordinances, resolutions, and professional service agreement contracts for the department. Prepare and coordinate request for proposals, request for qualifications, contracts, and capital improvement project contracts for the department. Relieve Department Director of a variety of administrative details; independently respond to routine letters and general correspondence; compose and prepare letters, memoranda, and reports pertaining to standard policies, prepare employee injury reports and personnel action forms. Research, compile, and analyze data for assigned special projects and reports. Responsible for oversight of water service establishments, interruption, and termination. Receives and responds to inquiries, complaints, and service requests and/or directs them to the proper personnel or departments for resolution. Participates with preparation and development of the Public Works Budget. Keeps records and prepares reports regarding Customer Service and Utility Billing departments, achieving goals and objectives. Resolves more difficult consumer relations situations, involving upset and dissatisfied customers, requiring a high degree of sensitivity and use of sound independent judgement. Makes recommendations for approval or disapproval of vacations and leave requests for personnel and maintains control of all leave request to provide constant customer service coverage. Prepares employee performance and development of plans. Perform a variety of administrative tasks such as composing correspondence to customers utilizing proper English, grammar, spelling and punctuation; prepare bills for mail outs and type a variety of forms and letters accurately. Serve as primary contact point for Public Records Requests by coordinating, collecting, and compiling required documents to be submitted to City Attorney and/or City Clerk’s Office; organize the flow of communication through the assigned office with City staff, news media, the general public, businesses, and other agencies. Assist and coordinate a variety of department and program operations; maintain control files on matters in progress and expedite their completion; serve on committees as assigned. City of Arcadia Public Works Customer Service/Administrative Supervisor (Continued) Page 3 of 5 Initiate and maintain a variety of files and records for information related to the department and programs including financial, budget, personnel, operational and administrative records; maintain and update resource materials. Operate modern office machines and equipment including word processors, typewriters, printers, copiers, calculators, fax machines, routinely use a full range of word processing and spreadsheet computer software applications. Order, receive, inventory, store, and distribute supplies, forms, and related items; prepare purchase orders, contact vendors and suppliers as needed; maintain related records. Attend and participate in staff meeting and related activities, attend workshops, conferences, and classes to increase professional knowledge. OTHER JOB-RELATED DUTIES Perform related duties and responsibilities as assigned. JOB RELATED AND ESSENTIAL QUALIFICATIONS Knowledge of: Office management principals. Principles and practices related to Customer Service area of responsibility regarding the establishment and maintenance of services, budget development, and administration. Uses, requirements, and limitations of computerized utility billing, service information systems, and other technology supporting meter reading, customer accounting, collections, and credit card processes. Consumer service procedures and the handling of complaints. Organizational and management practices as applied to the analysis and evaluation of programs, policies, and operational needs. Modern office procedures, methods, and equipment including computer equipment and applicable software programs. Word processing methods, techniques, and programs, including spreadsheet and data base applications. Personnel rules and regulations. City of Arcadia Public Works Customer Service/Administrative Supervisor (Continued) Page 4 of 5 Municipal purchasing regulations, professional services retention guidelines, and standard specifications for construction contracts. Principles of supervision, training, and performance evaluation. Principles and practices of modern administrative support. Operations and functions of municipal government. Skill to: Operate modern office equipment and communication tools used for business functions and program, project, and task coordination, including computers and software programs relevant to work performed. Utilize a variety of word processing, spreadsheet, and software applications, including billing and financial systems. Resolve customer service problems tactfully and effectively. Ability to: Operate office equipment including computer, software, and multi-functional copiers. Perform a variety of difficult and sensitive Customer Service functions regarding utility billing. Provide supervision, training, work development, and performance and development plans for Customer Service and Utility Billing personnel. Plan, organize, coordinate, and direct a variety of difficult and sensitive Consumer Service functions of the Public Works Services Department. Research and interpret laws and regulations to assure compliance with water service requirements. Gather and analyze data for special reports and studies. Skillfully use computerized billing and customer information systems and software. Analyze and evaluate customer complaints. Coordinate Customer Service functions and Utility Billing functions with other City functions and services. Interpret and apply the policies, procedures, laws, codes, and regulations pertaining to City of Arcadia Public Works Customer Service/Administrative Supervisor (Continued) Page 5 of 5 assigned programs and functions. Analyze problems, identify alternative solutions, project consequences of proposed actions, and implement recommendations in support of goals. Research, collect, compile, and analyze information and data. Handle multiple concurrent projects and manage priorities and tasks. Apply accounting principles to the maintenance of general governmental financial and accounting transactions and audit of financial records. Perform comparisons of data quickly and accurately. Respond to questions from the public and City personnel regarding policies and procedures for assigned area. Plan and organize work to meet schedules and deadlines. Communicate clearly and concisely, both orally and in writing. Understand and follow verbal and written directions Establish, maintain, and foster positive and cooperative working relationships. Minimum Qualifications: Any combination of education and/or experience that has provided the knowledge, skills, and abilities necessary for successful job performance is qualifying. An example would be: Experience: 5 years of increasingly responsible related office and supervisory experience. Training: Equivalent to the completion of the twelfth grade supplemented by course work in management, public administration, business administration, office practices, or a related field. Special Requirements: Essential duties require the following physical skills and work environment: Ability to work in a standard office environment; ability to travel to different sites and locations. Effective Date: June 7, 2022 PUBLIC WORKS SERVICES DIRECTOR PUBLIC WORKS SERVICES DEPARTMENT DEPUTY PUBLIC WORKS SERVICES DIRECTOR MANAGEMENT ANALYST (2) PUBLIC WORKERS CUSTOMER SERVICES/ADMINISTRATIVE SUPERVISOR UTILITY BILLING SPECIALIST ENVIRONMENTAL SERVICES MANAGER ADMINISTRATIVE ASSISTANT (2) GENERAL SERVICES SUPERINTENDENT BUILDING MAINTENANCE CREW SUPERVISOR FLEET TECH/WELDER FLEET TECHNICIAN I (3) TRAFFIC SIGNAL/STREET LIGHT TECHNICIAN (2) LABORER (P) BUILDING MAINTENANCE TECHNICIAN FLEET MAINTENANCE CREW SUPERVISOR UTILITIES SUPERINTENDENT UTILITIES CREW SUPERVISOR (2) (DISTRIBUTION) UTILITIES CREW SUPERVISOR (METER UNIT) WATER PRODUCTION CREW SUPERVISOR UTILITIES CREW SUPERVISOR (SANITATION) EQUIPMENT OPERATOR (2) MAINTENANCE WORKER LABORER (P) WATER QUALITY/ BACKFLOW INSPECTOR MAINTENANCE WORKER (2) EQUIPMENT OPERATOR (4) MAINTENANCE WORKER (3) STREETS SUPERINTENDENT EQUIPMENT OPERATOR (3) MAINTENANCE WORKER (4) LABORER (P) STREETS MAINTENANCE CREW SUPERVISOR (GREENSCAPE) EQUIPMENT OPERATOR (3) MAINTENANCE WORKER (3) STREETS MAINTENANCE CREW SUPERVISOR (ASPHALT/CONCRETE) PRINCIPAL CIVIL ENGINEER ASSOCIATE CIVIL ENGINEER ASSISTANT ENGINEER SENIOR ENGINEERING ASSISTANT SENIOR PUBLIC WORKS INSPECTOR LABORER (P) LABORER (P) STOREKEEPER/BUYER PRODUCTION TECHNICIAN I (2) LABORER (P) PUBLIC WORKS INSPECTOR SENIOR CIVIL ENGINEER INTERN (P) INTERN (P) SENIOR MANAGEMENT ANALYST