Assistant to the City Manager - Engagement

Description

ESSENTIAL DUTIES & RESPONSIBILITIES

• Serve as the City Manager’s designee for assigned resident, customer, Council, and community service matters. Represent the City Manager in assigned meetings with residents, neighborhood groups, civic organizations, City departments, Council members, and outside agencies.
• Oversee and manage the City’s Call Center operations ensuring efficient and effective resident interactions; monitor customer service quality, response times, recurring issues, and service trends.
• Track and analyze incoming requests, complaints, and constituent concerns to identify trends, recurring service gaps, and opportunities for operational improvement. Work collaboratively with departments to improve consistency, accountability, responsiveness, and service standards.
• Coordinate resolution of sensitive, recurring, complex, or interdepartmental service issues; identify unique resident concerns requiring additional investigation or information gathering and facilitate collaboration among departments to identify solutions and ensure sustained follow through. Escalate unresolved issues to the City Manager.
• Maintain and manage the City events calendar for efficient planning purposes; assist with and support special events planning and community engagement initiatives for the City Manager’s Office.
• Assist with development, coordination, and implementation of resident engagement programs and special initiatives, including community education and outreach efforts such as Citizens Academy or similar programs.
• Participate in the development and implementation of goals, objectives, policies, and priorities for the City or department; identify resource needs and recommend modifications or improvements. Participate in strategic planning processes, organizational initiatives, and special projects; assist with assigned projects and programs as needed.
• Compose, compile, prepare, reviews and presents reports, briefings, summaries, correspondence, and follow-up communications for the City Manager, City Council, senior staff, residents, and community stakeholders.
• Participate in the selection of assigned staff; provide or coordinate staff training; work with employees to correct deficiencies and improve performance.
• Ensure compliance with applicable ordinances, rules, regulations, laws, departmental procedures, and personnel policies.
• Provide staff support for a variety of boards, commissions, committees, and community groups.
• Attend and participate in professional and community group meetings; stay informed regarding new trends, innovations, and best practices in public administration, customer service, community engagement, and local government operations.

MINIMUM QUALIFICATIONS

Any combination of experience and training that would likely provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be:

Experience:
Four years of increasingly responsible experience in public administration, business administration, community engagement, constituent services, communications, project management, or related work. One year of lead or supervisory responsibility is preferred.

Training:
Equivalent to a Bachelor’s degree from an accredited college or university with major course work in public or business administration, communications, political science, organizational leadership, or a related field. A Master’s degree in public administration or related field is preferred.

LICENSING & CERTIFICATIONS:

Required:
Possession of an appropriate valid driver’s license and the ability to maintain insurability.

Preferred:
None.

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  SBI/Fingerprinting Criminal History Record Check Requirement: To comply with Sessions Law 2025-16, applicants offered a position with the City may be subject to a criminal history record check of State and National Repositories of Criminal Histories conducted by the State Bureau of Investigation (SBI) in accordance with G.S. 143B-1209.26. The City may consider the results of these criminal history record checks in its hiring decisions.