Constituent Affairs and Outreach Specialist

Job Summary

The Constituent Affairs and Outreach Specialist will, under the direction of their supervisor, respond to constituent inquiries, resolving concerns, coordinating with government agencies, and maintaining positive relationships between the office and the community. This role requires exceptional customer service,
communication, problem-solving, and organizational skills while handling sensitive and confidential matters with professionalism. This will involve understanding the various Agency programs, identifying appropriate staff members, assisting the staff in navigating the inquiry, developing a formal response for review and approval by their supervisor, and tracking the communications.

In addition, the Constituent Affairs and Outreach Specialist will assist the Outreach and Marketing Coordinator with planning and participation in community events and conferences, as both a back-up and substitute. They may also be directed to attend public events as a resource person and to assist in the planning and execution of the Governor’s Conference on Housing and Economic Development. Other duties, as assigned.

Job Duties and Responsibilities

1. Serve as the initial point of contact for constituents seeking assistance with Agency programs, services, and agencies. When so directed, takes appropriate action(s) to resolve any problems brought to the attention of Management.
2. Receive, review, investigate, and, under supervision, respond to constituent inquiries via phone, email, mail, and in-person meetings.
3. Maintain accurate case files and document constituent interactions using case management systems.
4. Track the status of constituent cases and ensure timely follow-up and resolution.
5. Prepare correspondence, reports, and case summaries, some of which may be of a confidential nature, for senior staff and Executive.
6. Assist with staffing community meetings, outreach events, and public forums.
7. Staff and serve as a resource person for senior staff at public events, including taking pictures and videos, and collecting quotes for press releases.
8. Identify trends in constituent concerns and provide recommendations to supervisor regarding emerging community issues.
9. Maintain a current and accurate database listing of community partners, non-profit agencies, faith-based groups, employers, trade and industry groups, elected officials and consumers.
10. Maintain compliance with applicable laws, regulations, and confidentiality requirements regarding constituent information.
11. Assist with the planning and execution of the Governor’s Conference on Housing and Economic Development.
12. Assist in coordinating and attending outreach activities.
13. Other responsibilities as assigned.

Job Specifications

Education and Experience Requirements
Bachelor's degree; two (2) years’ experience in customer service, public service, government, community relations, or constituent services. Experience working with government agencies or elected officials is preferred.

Physical Demands
Ability to lift 10 pounds

Working Conditions
General office environment. Some travel is required.

Certificates & Licenses Required
A valid driver's license in the State in which the person resides is required only if the operation of a vehicle,
rather than employee mobility, is necessary to perform the essential duties of the position

Required Knowledge, Skills and Abilities

• Knowledge of HMFA mission, programs and procedures.
• Knowledge of project planning and project management.
• Ability to communicate effectively, both orally and in writing, and to listen actively.
• Ability to organize and accomplish multiple assignments simultaneously.
• Ability to prepare accurate, concise and informative reports.
• Ability to take photographs suitable for print and electronic media.
• Enthusiastic, creative thinker, team player, and self-starter able to work independently.
• Proficient in Microsoft Office Suite, Knowledge of Adobe Creative Suite 5 (specifically, Photoshop and lnDesign), and Adobe Acrobat.
• Knowledge of public information sources
• Ability to read, write, speak, understand, and communicate in English sufficiently - to perform the duties of this position.
• Ability to establish and maintain effective working relationships with NJHMFA staff, professional groups, and the general public.
• Ability to relate to people in order to tactfully acquire information and to answer inquiries
• Ability to establish and maintain cooperative working relationships