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Job Code: | 2024171 |
Posted On: | Friday, 19th April 2024 |
Category: | Regular Full Time |
Department: | Mayor's Office |
Shift: | 8:00am to 5:00pm |
Location: |
Fort Wayne, IN 200 E. Berry Street |
Pay Rate: | $23.9116 per hour |
Job Description: |
SUMMARY Working under the direction of the 311 Manager, the incumbent receives all non-emergency calls for City services and information. The incumbent has the capacity to work with a variety of software systems and social media tools to assist citizens with their service request needs and resolve them in a courteous, accurate and responsive manner. The incumbent is expected to exercise good judgment, independence, initiative, and professional expertise in conducting day-to-day operations. All work duties and activities must be performed in accordance with City and department policies and procedures as well as federal, state, and local regulations. The incumbent is expected to exercise good judgment, independence, initiative, and professional expertise in conducting day-to-day operations. All work duties and activities must be performed in accordance with the City safety rules and operating regulations, policies and procedures as well as federal, state, and local regulations. ESSENTIAL DUTIES AND RESPONSIBILITIES include the ability to interact with the public, City incumbents, and outside agencies with patience, tact, respect, and professionalism and the following. Other duties may be assigned. Operations
Communication & Information
Processing & Analysis
MARGINAL FUNCTIONS
DISTINGUISHING FACTORS OF CALL-TAKER LEVELS 311 Specialist I – Possesses a strong operational knowledge of 311 Call Center operations and is proficient in answering incoming telephone calls and reviewing incoming correspondence concerning City services and information. Proficient in using the internet and various social media tools as needed. Possesses the technical skills needed to use all department technology in the performance of essential duties and responsibilities. PERFORMANCE EXPECTATIONS The incumbent is responsible to manage their performance in accordance with this job description and the performance expectations provided to them by management. If at any time the incumbent is unsure of their role or specific responsibilities, it is the incumbent’s responsibility to refer to their job description and ask for clarification from their supervisor. Management will work with the incumbent, as needed, to ensure performance expectations are clearly communicated and performance goals are achieved.
311 Manager SUPERVISORY RESPONSIBILITIES 311 Specialist I and 311 Specialist II have no supervisory responsibilities. 311 Specialist III serves as a temporary team lead only in the absence of the 311 Manager and at the manager’s discretion. QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. EDUCATION and/or EXPERIENCE Associates Degree (AA) or equivalent from a college, technical/trade school, or equivalent combination of education and/or experience in a call center. OTHER KNOWLEDGE, SKILLS and/or ABILITES
LANGUAGE SKILLS The incumbent possesses the ability to utilize a wide variety of reference, descriptive, and/or advisory data and information. Requires the ability to apply principles of rational systems; to interpret instructions furnished in written, oral, diagrammatic, or schedule form; and to exercise independent judgment to adopt or modify methods and standards to meet variations in assigned objectives. The incumbent must be courteous, attentive and precise when answering the telephone, dispatching information to citizens, businesses, or City personnel. Must be able to enunciate clearly. The ability to speak multiple languages is considered an asset. MATHEMATICAL SKILLS Requires the ability to calculate and/or tabulate data. Includes performing subsequent actions in relation to these computational operations: The incumbent must have the ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. REASONING ABILITY The incumbent is required to exercise judgment, decisiveness, and creativity in situations involving evaluation of information against measurable or verifiable criteria. The incumbent makes decisions on non-routine administrative duties. Incumbent makes contributions on non-routine decisions and recommendations involving resolving conflict and advocating for the citizens. The incumbent must be able use own judgment and initiative problem solving. Unusual problems or deviations from departmental guidelines are discussed with the supervisor. CERTIFICATES, LICENSES, REGISTRATIONS Indiana driver’s license if City vehicle is used. PHYSICAL DEMANDS The physical demands described here 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 functions. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. The employee frequently is required to reach with hands and arms. The employee is occasionally required to stand; walk; climb or balance; and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, peripheral vision, and ability to adjust focus. Tasks may involve extended periods of time at a keyboard or work station. WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. Works in an office environment, sitting or standing at will. The noise level in the work environment is usually moderate. |
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All applications for currently posted positions will be submitted on line at www.cityoffortwayne.org. Applicants must be 18 years of age or older. Reasonable accommodations for persons with a known disabling condition will be considered in accordance with State and Federal Law. (Those individuals who accept employment with the City and live outside one of the six contiguous Indiana counties that border Allen County (DeKalb, Whitley, Noble, Huntington, Wells, and Adams) will have six (6) months from their start date to become residents of either Allen County or one of the six counties listed above. Policy and Procedure Number 204 Page: 1 of 1). Equal Opportunity Employer All qualified applicants will receive consideration for employment without regards to age, race, color, religion, sex, disability, veteran's status, national origin, or sexual orientation. Reasonable accommodations for persons with a known disabling condition will be considered in accordance with State and Federal Law. |