Director of Constituent Engagement

Job Description

The Director of Constituent Engagement performs responsible executive-level administrative work directing the City's constituent engagement programs, including Cityline and CARE. The incumbent is responsible for planning, organizing, directing, and evaluating the City's constituent service operations while promoting responsive, customer-focused government. Responsibilities include establishing strategic priorities, developing operational policies and procedures, administering program budgets, supervising managerial and supervisory staff, monitoring program performance, and ensuring the effective delivery of constituent services across City departments. The Director serves as the City's principal authority for constituent engagement, develops collaborative relationships with municipal departments, governmental agencies, and community organizations, and represents the Office of the Mayor in matters relating to constituent services and community engagement. The incumbent exercises considerable independent judgment in the administration of programs, the resolution of complex constituent matters, and the development of long-range operational improvements. Work is performed under the general direction of executive leadership. General supervision is exercised over managerial, supervisory, professional, and support staff. Performs related work as required.

Typical Work Activities

• Plans, directs, administers, and evaluates the operations of Cityline, CARE, and other constituent engagement initiatives.
• Develops strategic goals, operational priorities, and long-range plans to improve constituent
  services and community engagement.
• Develops, administers, and monitors departmental budgets and operational resources.
• Supervises, directs, mentors, and evaluates managerial, supervisory, professional, and support staff.
• Establishes departmental performance standards and monitors program effectiveness through operational metrics and performance data.
• Develops, approves, and implements policies, procedures, training programs, and standard operating procedures.
• Oversees the administration and continuous improvement of Customer Relationship.
• Management (CRM) systems, constituent intake processes, and service request tracking systems.
• Serves as the final authority in resolving complex, sensitive, or high-profile constituent matters.
• Establishes and maintains collaborative relationships with City departments, Onondaga County agencies, governmental entities, community organizations, and external stakeholders.
• Represents the Office of the Mayor in meetings with City leadership, governmental agencies, community organizations, and the public.
• Reviews operational data and prepares reports, recommendations, and presentations regarding service delivery, constituent satisfaction, response times, and operational performance.
• Develops initiatives to improve efficiency, accountability, transparency, and constituent satisfaction.
• Oversees employee development, succession planning, and workforce training initiatives.
• Ensures compliance with applicable laws, regulations, policies, and administrative directives.
• Performs related work as required.

Knowledge, Skills, and Abilities

• Thorough knowledge of the principles and practices of public administration, constituent engagement, customer service administration, and organizational management;
• Thorough knowledge of municipal government organization and departmental operations;
• Thorough knowledge of supervisory principles, employee development, and performance
  management;
• Good knowledge of budgeting, strategic planning, and program administration;
• Good knowledge of Customer Relationship Management (CRM) systems, constituent service technologies, and Microsoft Office applications;
• Ability to develop and administer organizational policies, procedures, and strategic initiatives;
• Ability to supervise, mentor, motivate, and evaluate managerial, supervisory, professional, and support personnel;
• Ability to establish and maintain effective working relationships with elected officials, executive leadership, governmental agencies, community organizations, and the general public;
• Ability to analyze operational and performance data and develop recommendations to improve organizational effectiveness.
• Ability to communicate effectively, both orally and in writing;
• Ability to exercise sound judgment, diplomacy, political awareness, and discretion in handling confidential and highly sensitive matters;
• Ability to represent the City effectively before governmental agencies, community organizations, and the public.

Minimum Qualifications

A. Graduation from a regionally accredited college or university with a Master's degree in Public Administration, Political Science, Business Administration, Communications, Human Services, Social Work, Management, or a closely related field and one (1) year of full-time paid supervisory experience in public administration, constituent engagement, community engagement, call center operations, human services, nonprofit administration, governmental administration, or a closely related field; OR

B. Graduation from a regionally accredited college or university with a Bachelor's degree in Public Administration, Political Science, Business Administration, Communications, Human Services, Social Work, Management, or a closely related field and three (3) years of full-time paid supervisory experience in public administration, constituent engagement, community engagement, call center operations, human services, nonprofit administration, governmental administration, or a closely related field; OR

C. Graduation from a regionally accredited college or university with an Associate's degree in Public Administration, Political Science, Business Administration, Communications, Human Services, Social Work, Management, or a closely related field and five (5) years of full-time paid supervisory experience in public administration, constituent engagement, community engagement, call center operations, human services, nonprofit administration, governmental administration, or a closely related field.

Benefits

• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Vision insurance
• Retirement plan