PERMIT DESK SUPERVISOR
Recruitment #2208-4354-001
| List Type | Transfer/Promotional |
|---|---|
| Requesting Department | DEPT OF NEIGHBORHOOD SRVCS |
| Open Date | 8/16/2022 09:15:00 AM |
| Filing Deadline | 8/26/2022 11:59:00 PM |
| HR Analyst | Aisha Hendree |
Introduction
** THIS POSITION IS OPEN TO CURRENT CITY OF MILWAUKEE EMPLOYEES ONLY.
**
Serving a steady and diverse
stream of walk-in, phone and online customers who are pursuing a multitude of
complex approvals for their projects, the Development Center is a key customer
service hub for the Department of Neighborhood Services (DNS).
Purpose
Under the direction of the Operations Manager -
Development Center, the Permit Desk Supervisor plans, organizes, coordinates
and participates in the work of the Development Center in order to ensure
a high level of customer service and efficiency for visitors.
Essential Functions
Supervision of Staff:
- Provide constant and immediate oversight of functions including customer reception, permit processing and cashiering.
- Monitor workloads and processes to ensure services are performed in a timely and efficient manner.
- Provide coaching, counseling and appraisal of staff performance.
Customer Service:
- Provide information, forms and permits to the public and explain processes and requirements to applicants. Receive, review and process applications for permits.
- Apply policies and procedures in determining completeness of applications.
- Serve as a liaison between the permit applicants and plan reviewers to ensure information is transferred in an accurate and timely manner.
- Coordinate the review process; compile correction comments and issue correction letters.
- Maintain related records and reports.
Process Improvement:
- Oversee the implementation of business practices designed to provide high quality customer service.
- Respond to and resolve difficult and sensitive citizen inquiries and complaints.
- Answer customer complaints pertaining to application procedures, development regulations or policies.
Interdepartmental Coordination:
- Work with other City departments, including the Board of Zoning Appeals (BOZA), the Department of Public Works (DPW) and others that are involved in the permitting process to address issues across departmental lines and to identify opportunities for service improvement.
Conditions of Employment
Please be advised that new
employees are required to have received either both doses of the Moderna or
Pfizer or one dose of the Johnson & Johnson vaccine prior to
their employment start date or have an approved religious or medical
accommodation prior to their employment start date. You can find
further information relative to the City’s Covid-19 Vaccination Policy here.
Minimum Requirements
1. Regular status as a City of
Milwaukee employee, having successfully completed a probationary period for a
civil service position, or status as a City of Milwaukee employee in a fixed
term position.
2. Bachelor’s degree in business
management, public administration, urban planning, construction management,
architecture or a closely related field from an accredited college or
university
OR
Four
years of progressively responsible, high-level administrative support
experience as a lead worker in an office environment.
Equivalent
combinations of education and experience may also be considered.
NOTICE: Please do not attach your academic transcripts to
your employment application. The hiring department will verify candidates’
education as part of the background screening process prior to extending any
job offers..
Knowledge, Skills, Abilities & Other Characteristics
Technical
- Ability to interpret and apply laws, policies, procedures, regulations and other compliance-related documents and laws.
- Proficiency in using Windows and Microsoft Office Suite to create documents, maintain databases and create spreadsheets.
- Ability to optimize utilization of proprietary software related to permit application processing and scheduling appointments.
- Ability to plan and organize work to meet deadlines.
- Attention to detail.
- Ability to work effectively under pressure while handling multiple priorities.
- Ability to analyze and interpret data.
- Critical thinking and planning skills.
Interpersonal and Customer Service
- Knowledge of customer service best practices and the ability to incorporate them into the Permit Center operations.
- Ability to thoughtfully facilitate, mediate, and resolve issues brought forth by concerned individuals.
- Ability to apply practical solutions to resolve complex public or internal complaints from officials, residents, outside agencies and business owners.
- Ability to work cooperatively, effectively, and fairly with coworkers and customers whose backgrounds may differ from one's own.
- Ability to work effectively in a diverse, collaborative, team-oriented environment.
- Ability to maintain effective, positive relationships with colleagues, department heads, other city officials, agencies and members of the public.
Communication
- Written communication skills, including the ability to develop business correspondence, respond to complaints and create reports.
- Verbal communication skill to communicate clearly and effectively to a variety of audiences and to effectively respond to questions and concerns received from contractors and other members of the public.
Supervisory and Judgment
- Exemplary professionalism and the ability to exercise sound judgment while dealing with highly confidential and sensitive matters.
- Ability to demonstrate honest, ethical behavior.
- Ability to set objectives, assign and direct work, delegate tasks, measure and evaluate work outcomes.
- Ability to train, develop, coach and counsel staff.
- Ability to foster an environment of inclusion and respect for all.
Current Salary
The current salary range (Pay Range 1AX)
is $49,643-$64,695 annually,
and the resident incentive salary for City of Milwaukee residents is $51,133-$66,636 annually.
Appointment shall be made in accordance with the
salary ordinance.
Selection Process
THE SELECTION PROCESS will
be job related and will consist of one or more of the following: an evaluation
of related education, experience and accomplishments, written tests, interview,
or other assessment methods. The Department of Employee Relations and the
Department of Neighborhood Services reserves the right to call only the most
qualified candidates to oral, performance tests or personal interviews.
Information from the selection process will be used to make a hiring decision.
Selected candidates will be transferred and/or promoted to the position.
INITIAL FILING DATE –
The selection process will be held as soon as practical after the deadline
listed above Receipt of applications may be discontinued at any time after
this date without prior notice. However, recruitment may continue until the
needs of the City have been met. The applicant is responsible for attending all
phases of the selection process at the time and place designated by the hiring
authority.
NOTE: Transfer/Promotional Opportunities and Promotional
Examinations are not open to Milwaukee Public Schools employees or to the
public. Only current City of Milwaukee employees and civilian personnel in MFD
and MPD hired through a City Service Commission process who have successfully
passed a probationary period for a Civil Service position or who have status as
a City of Milwaukee employee in a fixed term position will be considered.
Individuals with exempt, provisional, temporary, or emergency appointments are
not eligible for transfer.
Additional Information
- APPLICATION and further information may be accessed by visiting https://www.jobapscloud.com/MIL/.
- If you would like assistance completing an application, please contact the Department of Employee Relations at (414) 286-3751 or staffinginfo@milwaukee.gov.
- The Department of Employee Relations is located at City Hall, 200 E. Wells St., Room 706, Milwaukee, WI 53202
Conclusion
EEO Code = 102
The City of Milwaukee
values and encourages diversity and is an equal opportunity employer.
