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Job Description

UTILITIES SERVICE COORDINATOR

JOB CODE 50190

Effective Date:	04/94A

DISTINGUISHING FEATURES OF THE CLASS:

The fundamental reason this classification exists is to oversee the administrative hearing process as it pertains to water billing complaints or act as the department's staff liaison to the Sub-Regional Operating Group (SROG) and the Arizona Municipal Water User's Association (AMWUA). One assignment involves investigating the nature of the dispute and working with office and field operations staff to determine the validity of disputes, including possible mechanical problems (meter malfunction or water leaks). The incumbent also discusses these disputes with the City Attorney's Office to determine legal strategies to ensure that applicable City Codes are enforced. Supervision is exercised over a Utilities Services Specialist. Considerable contact with the general public requires the use of discretion and tact in resolving issues. Another assignment involves drafting reports and researching issues for SROG and AMWUA. The incumbent also reviews City Council Reports, follows-up on requests for information by council members and provides backup to administrative hearing process. Special projects are also assigned by the Customer Services Administrator, Water Services Director or Assistant Water Services Director who evaluates performance based upon results achieved.

ESSENTIAL FUNCTIONS:

• Conducts research, writes reports and prepares correspondence in the English language to public inquiries, City Council members, and outside water groups;
• Uses tact and diplomacy when dealing with irate individuals;
• Creates schedules for hearings with the hearing officer using a personal computer and inputting this information with a keyboard device;
• Meets with City Attorney's Office staff to review City's position regarding complaints or public liability claims;
• Supervises a Utilities Services Specialist who assists with the investigatory process;
• Discusses cases with office and field operations staff to determine possible mechanical problems with water lines and water meters;
• Performs special projects as assigned;
• Updates cases;
• Prepares written statistical reports pertaining to cases won/lost by City;
• Develops written policies and procedures in the English language;
• Prepares statistical reports on project activities.
• Reviews City Council reports to ensure they are understandable, complete and accurate;
• Attends City Council meetings with Director and Assistant Directors;
• Coordinates activities between Water Services Department and regional associations, such as SROG or AMWUA;
• Demonstrates continuous effort to improve operations, decrease turnaround times, streamline work processes, and work cooperatively and jointly to provide quality seamless customer service.

Required Knowledge, Skills and Abilities:

Knowledge of:

• City Codes and Ordinances pertaining to the Water Services Department and general City practices.
• Policies and procedures of the Water Services Department.
• Microcomputer applications.

Ability to:

• Use discretion and tact in resolving problems and dealing with various levels of management, coworkers and the public.
• Express ideas in both the oral and written English language.
• Work cooperatively with the general public and other City employees.
• Gather pertinent facts and statistics, make thorough analysis, arrive at sound conclusions, and report research findings and recommendations in a clear, complete and logical form.
• Interpret rules, regulations, and policies and make decisions based on them.
• Plan, organize and prioritize work to accomplish objectives.
• Compose letters, memos, and reports relative to departmental policies and procedures.
• Work safely without presenting a direct threat to self or others.

Additional Requirements:

• Some positions require the use of personal or City vehicles on City business. Individuals must be physically capable of operating the vehicles safely, possess a valid driver's license and have an acceptable driving record. Use of a personal vehicle for City business will be prohibited if the employee is not authorized to drive a City vehicle or if the employee does not have personal insurance coverage.
• Some positions will require the performance of other essential and marginal functions depending upon work location, assignment, or shift.

ACCEPTABLE EXPERIENCE AND TRAINING:
Three years of experience working with the public which includes addressing, investigating, and resolving complaints and a bachelor's degree in public or business administration. Other combinations of experience and education that meet the minimum requirements may be substituted.