What are the responsibilities and job description for the Permit Center Supervisor position at City of Alameda?
Nature of Position
About The Position
The City of Alameda is seeking a service driven, collaborative leader to oversee daily operations of our Permit Center, the front door to development services in our community. This is an opportunity to modernize processes, lead a high performing team, and enhance customer experience for residents, businesses, and developers. Reporting to the Building Official or the Planning, Building and Transportation Director, the Permit Center Supervisor will:
You are a solutions-oriented leader who thrives in a fast paced, public facing environment and brings:
For a comprehensive list of benefits, see the Benefit Matrix here
Distinguishing Features
This is the advanced-level class in the permit technician series. This class is distinguished from the lower permit technician positions in that this position is responsible for directing and/or supervising the permit center staff while personally performing the more complex and responsible permit technician activities such as responsibility for approval of minor “over-the-counter” permits, determining the applicability of approvals required by other city departments in addition to routine basic “over-the-counter” web permits. Incumbents operate with considerable autonomy and are expected to perform duties and make decisions with a high degree of independence. Employees at this level are required to be politically astute and tactful, possess exceptional customer service, and fully trained in all procedures and knowledgeable in a variety of City codes, policies, software platforms and regulations related to assigned areas of responsibility.
Examples of Duties
Education/Experience
Required
Any combination equivalent to education and experience likely to provide the required knowledge and abilities. A typical way to obtain the knowledge and abilities would be:
Education: Graduation from an accredited college with a bachelor's degree in a related field and supplemented by specialized training and education related to building, plumbing, mechanical, electrical and/or zoning codes.
Experience: Four (4) years of responsible experience involving building permit processing, planning and design review, land use regulations, construction, drafting, or plan review for a public agency, including one (1) year of progressively responsible supervisory experience.
Knowledge
Knowledge of plan check, zoning, code administration, and permit approval processes and procedures; building construction practices and materials; construction drawings, plans, drafting symbols, customs, and techniques; land measurement and legal descriptions; applicable local, state, and federal codes, regulations, requirements; modern office equipment and designated specialized equipment; knowledge of applicable computer software and operating programs.
Ability
Ability to effectively perform advanced paraprofessional and technical work involved in the receipt, processing and review of building permit applications, and in the issuing of building and related permits; execute “over-the-counter” routine building permit approval authority and “over-the-counter” design review approval authority; serve as liaison for developers and coordinate workflow; read, understand, implement and explain technical information; read, understand and explain plans, specifications, blueprints and associated comments and annotations; perform routine and complex arithmetic calculations with speed and accuracy; apply standards, procedures, practices and techniques associated with assigned duties and responsibilities; operate a variety of modern office and other specialized equipment including calculators and computers; maintain and utilize designated specialized computer software; effectively perform computerized data entry, data organization and records access; interpret and apply established City policies and governmental guidelines and regulations; compile and summarize data and prepare reports, statements or logs; use initiative and exercise independent judgement; deal with complex and technical information; establish and maintain accurate records; acquire and maintain level of knowledge required for satisfactory job performance; communicate effectively; prepare clear and concise correspondence, reports, and other written materials; give oral presentations in a public setting; establish, maintain, and promote positive and effective working relationships with employees, other agencies, and the public; demonstrate an enthusiastic, resourceful, and effective customer service attitude; exercise sound, independent judgment within established guidelines, plan, assign, oversee and review daily work of assigned staff; provide lead direction and training to assigned staff.
Other Requirements
Possession of a Permit Technician certificate from the International Code Council.
And
Possession of a Residential Plans Examiner certificate from the International Code Council within one year of employment.
Selection Process
This is a promotional opportunity only available to current full-time City of Alameda employees with at least 6 months of full time service.
The examination process may include an application and supplemental questionnaire evaluation, a written exam, performance exam and /or an oral interview. The examination process may test for, but is not limited to, the essential knowledge and abilities listed in the job specification and announcement and will be designed to provide a comprehensive review of each candidate's technical knowledge and overall suitability for the position. Qualified applicants will be notified of the exact date time, and location of examinations approximately two weeks in advance. If applicants have not received written notice at least one week prior to the test date listed in the flyer, they should contact the City of Alameda Human Resources Department at (510) 747-4900.
Candidates passing all components of the examination process will be placed on an Eligible List. A list of names is certified to the department(s) having vacancies based on the type of examination conducted pursuant to the provision of the City's CivilService Rules. Final selection will be made from the Eligible List by the Department Head subject to approval by the City Manager. The Department Head may utilize additional selection procedures to make a final hiring decision. Placement on an Eligible List does not guarantee employment. Prior to appointment, a thorough reference check will be conducted which may include a credit check and background. The selection process may be evaluated and revised based on the number of qualified applicants. Federal law requires that prior to employment, you must furnish proof of your identity and eligibility for employment in the United States, as required by the U.S. Citizenship and Immigration Services.
E-VERIFY: The City of Alameda utilizes the Federal government's E-Verify program and new employees must provide documentation to establish both identity and work authorization which includes showing a valid United States Social Security card at the time of hire (photocopies not accepted).
ANEQUALOPPORTUNITY EMPLOYER: The City of Alameda is proud to be an Equal Employment Opportunity and affirmative action employer. We celebrate diversity and do not discriminate based on race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability status, or any other applicable characteristics protected by law. In compliance with local, state and federal laws and regulations, the City of Alameda will employ and promote qualified individuals without regard to disability. The City is committed to making reasonable accommodations in the examination process and in the work environment. Individuals requesting reasonable accommodations in the examination process must do so no later than the final filing date for receipt of applications, otherwise it may not be possible to arrange accommodations for the selection process. Such requests should be addressed to the Human Resources Department at 510-747-4900; hr@alamedaca.gov; 2263 Santa Clara Avenue, Rm.290, Alameda, 94501
Requests can be made via email, phone, or in writing via U.S. mail.
The information contained herein is subject to change and does not constitute either an expressed or implied contract.
For Benefits information, please visit our website at www.alamedaca.gov. A detailed summary for this position can be found under MCEA.
01
Describe your approach to supervising permit center staff. How do you balance productivity, accountability, and maintaining high customer service standards?
02
Tell us about a time you improved a permitting or review process. What challenges did you identify, and what measurable outcomes resulted from your changes?
03
This role involves frequent interaction with the public, including handling complaints. Can you provide an example of a difficult customer interaction and how you resolved it?
04
How do you ensure effective coordination between planning, building, and other departments when reviewing permit applications? Provide an example.
05
Describe a situation where you had to interpret codes or regulations to make a decision on a permit. How did you ensure accuracy and consistency?
06
The role oversees permit software systems and reporting. How have you used data or technology to improve transparency, reporting, or operational efficiency in a permit center?
07
Describe a time when a customer or applicant escalated a concern to senior leadership, such as a City Manager or elected official. How did you respond, and what steps did you take to resolve the issue and maintain trust?
About The Position
The City of Alameda is seeking a service driven, collaborative leader to oversee daily operations of our Permit Center, the front door to development services in our community. This is an opportunity to modernize processes, lead a high performing team, and enhance customer experience for residents, businesses, and developers. Reporting to the Building Official or the Planning, Building and Transportation Director, the Permit Center Supervisor will:
- Lead and supervise Permit Center staff and front counter operations
- Oversee permit intake, routing, and issuance across multiple disciplines
- Improve workflows, streamline processes, and support digital permitting systems
- Ensure high quality, equitable, and responsive customer service
- Collaborate with Planning, Code Enforcement and other City divisions
You are a solutions-oriented leader who thrives in a fast paced, public facing environment and brings:
- Experience supervising a permit center or similar service operation
- Strong knowledge of permitting processes including building, planning, and development review
- A track record of process improvement and operational efficiency
- Excellent communication and customer service skills
- Ability to manage competing priorities with professionalism and tact
- Experience with permitting systems and technology and continuous improvement
- A collaborative, team first leadership style with high emotional intelligence
For a comprehensive list of benefits, see the Benefit Matrix here
- Four-day, 36-hour work week (typically Monday through Thursday)
- CalPERS Retirement: Classic Members: 2% at 55 formula, 8.868% contribution; New Members 2% @ 62 formula, 8.25% contribution.
- Medical: The City contracts with CalPERS to provide comprehensive health coverage to employees.
- Multiple HMO and PPO plans available, with a generous City contribution towards medical premiums.
- Dental: Comprehensive dental coverage provided to employees and their eligible dependents.
- Vacation: Starting with 75 hours annually and increasing with years of service. Management
- Incentive Leave: 27 hours of management leave per fiscal year. Holidays: 11 City Holidays
- Floating Holidays: 4 days
- Sick Leave: 90 hours annually; unused sick leave is converted to service credit at retirement.
- Deferred Compensation: After 1 year of service, the City will contribute 1% base salary for employees who contribute at least 0.5% of their base salary.
Distinguishing Features
This is the advanced-level class in the permit technician series. This class is distinguished from the lower permit technician positions in that this position is responsible for directing and/or supervising the permit center staff while personally performing the more complex and responsible permit technician activities such as responsibility for approval of minor “over-the-counter” permits, determining the applicability of approvals required by other city departments in addition to routine basic “over-the-counter” web permits. Incumbents operate with considerable autonomy and are expected to perform duties and make decisions with a high degree of independence. Employees at this level are required to be politically astute and tactful, possess exceptional customer service, and fully trained in all procedures and knowledgeable in a variety of City codes, policies, software platforms and regulations related to assigned areas of responsibility.
Examples of Duties
- Organizes and directs the Permit Center, including budget management and the development and monitoring of goals and objectives for assigned staff team.
- Regularly attends internal and external meetings and oversees the coordination of responses to applicants regarding application status and request for information.
- Oversees permit center software including assuring the appropriate capture, reporting and maintenance of data, and evaluation current systems and optimizes workflows.
- Manages the permit fee collection process including fee and revenue estimates, monitoring fee collections for accuracy, assists with fee audits and prepares and submits fee related reports.
- Assists in the development and implementation of services, technology, materials, and facilities for the Permit Center to meet public expectations, Department needs, and City goals.
- Participates in the hiring, training, evaluation of staff according to the City's personnel policies; and provides assistance to Permit Center staff in resolving daily problems and meeting goals and objectives.
- Sets work priorities, coordinates and schedules assignments, monitors developments related to Permit Center operations, evaluates their impact, and recommends improvement.
- Coordinates with other City departments and staff to implement new permitting procedures or improve and enhance existing processes.
- Provides regular updates and reports on Permit Center activity, including generating reports, maintaining a website, and using other tools for provide transparency and public information.
- Meets with customers of permit center regarding status updates of relevant projects; answers questions and resolves problems or complaints.
- Provides back up to Permit Center staff and when necessary, performs all the duties and responsibilities of a Permit Technician.
- Performs related duties as assigned
- Indoor office environment.
- Ambient office sounds and noises such as speaking, working office equipment and software.
- Frequent public and customer interaction facilitating permit applications at the public counter.
- Dexterity of hands and fingers to operate a computer keyboard.
- Seeing to read a variety of materials.
- Sitting or standing for extended periods of time.
- Hearing and speaking to exchange information in person and by telephone with members of the public.
Education/Experience
Required
Any combination equivalent to education and experience likely to provide the required knowledge and abilities. A typical way to obtain the knowledge and abilities would be:
Education: Graduation from an accredited college with a bachelor's degree in a related field and supplemented by specialized training and education related to building, plumbing, mechanical, electrical and/or zoning codes.
Experience: Four (4) years of responsible experience involving building permit processing, planning and design review, land use regulations, construction, drafting, or plan review for a public agency, including one (1) year of progressively responsible supervisory experience.
Knowledge
Knowledge of plan check, zoning, code administration, and permit approval processes and procedures; building construction practices and materials; construction drawings, plans, drafting symbols, customs, and techniques; land measurement and legal descriptions; applicable local, state, and federal codes, regulations, requirements; modern office equipment and designated specialized equipment; knowledge of applicable computer software and operating programs.
Ability
Ability to effectively perform advanced paraprofessional and technical work involved in the receipt, processing and review of building permit applications, and in the issuing of building and related permits; execute “over-the-counter” routine building permit approval authority and “over-the-counter” design review approval authority; serve as liaison for developers and coordinate workflow; read, understand, implement and explain technical information; read, understand and explain plans, specifications, blueprints and associated comments and annotations; perform routine and complex arithmetic calculations with speed and accuracy; apply standards, procedures, practices and techniques associated with assigned duties and responsibilities; operate a variety of modern office and other specialized equipment including calculators and computers; maintain and utilize designated specialized computer software; effectively perform computerized data entry, data organization and records access; interpret and apply established City policies and governmental guidelines and regulations; compile and summarize data and prepare reports, statements or logs; use initiative and exercise independent judgement; deal with complex and technical information; establish and maintain accurate records; acquire and maintain level of knowledge required for satisfactory job performance; communicate effectively; prepare clear and concise correspondence, reports, and other written materials; give oral presentations in a public setting; establish, maintain, and promote positive and effective working relationships with employees, other agencies, and the public; demonstrate an enthusiastic, resourceful, and effective customer service attitude; exercise sound, independent judgment within established guidelines, plan, assign, oversee and review daily work of assigned staff; provide lead direction and training to assigned staff.
Other Requirements
Possession of a Permit Technician certificate from the International Code Council.
And
Possession of a Residential Plans Examiner certificate from the International Code Council within one year of employment.
Selection Process
This is a promotional opportunity only available to current full-time City of Alameda employees with at least 6 months of full time service.
The examination process may include an application and supplemental questionnaire evaluation, a written exam, performance exam and /or an oral interview. The examination process may test for, but is not limited to, the essential knowledge and abilities listed in the job specification and announcement and will be designed to provide a comprehensive review of each candidate's technical knowledge and overall suitability for the position. Qualified applicants will be notified of the exact date time, and location of examinations approximately two weeks in advance. If applicants have not received written notice at least one week prior to the test date listed in the flyer, they should contact the City of Alameda Human Resources Department at (510) 747-4900.
Candidates passing all components of the examination process will be placed on an Eligible List. A list of names is certified to the department(s) having vacancies based on the type of examination conducted pursuant to the provision of the City's CivilService Rules. Final selection will be made from the Eligible List by the Department Head subject to approval by the City Manager. The Department Head may utilize additional selection procedures to make a final hiring decision. Placement on an Eligible List does not guarantee employment. Prior to appointment, a thorough reference check will be conducted which may include a credit check and background. The selection process may be evaluated and revised based on the number of qualified applicants. Federal law requires that prior to employment, you must furnish proof of your identity and eligibility for employment in the United States, as required by the U.S. Citizenship and Immigration Services.
E-VERIFY: The City of Alameda utilizes the Federal government's E-Verify program and new employees must provide documentation to establish both identity and work authorization which includes showing a valid United States Social Security card at the time of hire (photocopies not accepted).
ANEQUALOPPORTUNITY EMPLOYER: The City of Alameda is proud to be an Equal Employment Opportunity and affirmative action employer. We celebrate diversity and do not discriminate based on race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability status, or any other applicable characteristics protected by law. In compliance with local, state and federal laws and regulations, the City of Alameda will employ and promote qualified individuals without regard to disability. The City is committed to making reasonable accommodations in the examination process and in the work environment. Individuals requesting reasonable accommodations in the examination process must do so no later than the final filing date for receipt of applications, otherwise it may not be possible to arrange accommodations for the selection process. Such requests should be addressed to the Human Resources Department at 510-747-4900; hr@alamedaca.gov; 2263 Santa Clara Avenue, Rm.290, Alameda, 94501
Requests can be made via email, phone, or in writing via U.S. mail.
The information contained herein is subject to change and does not constitute either an expressed or implied contract.
For Benefits information, please visit our website at www.alamedaca.gov. A detailed summary for this position can be found under MCEA.
01
Describe your approach to supervising permit center staff. How do you balance productivity, accountability, and maintaining high customer service standards?
02
Tell us about a time you improved a permitting or review process. What challenges did you identify, and what measurable outcomes resulted from your changes?
03
This role involves frequent interaction with the public, including handling complaints. Can you provide an example of a difficult customer interaction and how you resolved it?
04
How do you ensure effective coordination between planning, building, and other departments when reviewing permit applications? Provide an example.
05
Describe a situation where you had to interpret codes or regulations to make a decision on a permit. How did you ensure accuracy and consistency?
06
The role oversees permit software systems and reporting. How have you used data or technology to improve transparency, reporting, or operational efficiency in a permit center?
07
Describe a time when a customer or applicant escalated a concern to senior leadership, such as a City Manager or elected official. How did you respond, and what steps did you take to resolve the issue and maintain trust?
- Required Question