CONSTITUENT SERVICES SUPERVISOR (SPANISH SPEAKING) 0106
An employee in this class supervises the day-to-day
operation of a Town’s constituent services division. The work involves
considerable contact with the public, and the incumbent is expected to exercise
independent judgment and initiative in the performance of duties. Responsibility
is included for planning, developing, and implementing constituent service
strategies and operations, and for recommending changes to systems and
processes. The employee must be able to
communicate with Spanish-speaking persons and assist them in their contacts
with the agency. The employee develops professional standards and assists
constituent services staff with resolving residents’ complaints and issues. Work is performed under the general supervision
of an administrative supervisor, and is evaluated through reports submitted by
the incumbent, and by the quality of service rendered as reported by the Town’s
constituents. Does related work as
required.
TYPICAL WORK ACTIVITIES
Supervises constituent services staff who are working with the
public to resolve complaints and issues with the Town and ensures that proper policies and procedures are
followed;
Acts as liaison between the Supervisor’s
Office and the constituents;
Assists staff working with
the public and answers questions as needed;
Handles appeals and difficult
situations;
Oversees responses to inquiries
and resolution of complaints from Town’s residents.
Interviews Town residents
and assists them in obtaining services;
Prepares reports for the Supervisor’s
Office and/or Town Board outlining the complaints received and the resolutions
to the complaints.
Provides translating or interpreting services
to Spanish-speaking persons.
FULL PERFORMANCE
KNOWLEDGES, SKILLS, ABILITIES AND PERSONAL CHARACTERISTICS
Good knowledge of the services available to communities; good
knowledge of the problems and service needs of the community; skill in
conducting interviews; ability to speak clearly and distinctly in a well-modulated
and pleasant voice, and to use correct grammatical construction and choice of
words; ability to read and converse fluently in Spanish; ability to establish
effective working relationships with elected officials, community residents and
co-workers; ability to analyze and organize data, and to prepare reports; ability
to understand and follow oral and written instructions; ability to assign and
supervise the work of staff in a manner conducive to full performance and high
morale; physical condition commensurate with the demands of the position.
MINIMUM
QUALIFICATIONS
OPEN COMPETITIVE
Graduation
from a standard senior high school or possession of a high school equivalency
diploma, and four (4) years of experience in customer and/or constituent
services, two (2) of which must be in a supervisory capacity.
NOTE: Additional education beyond high school from a
college with federally-authorized accreditation or registration by NY State may
be substituted for the required non-supervisory experience up to a maximum of
two (2) years.
PROMOTIONAL
Two (2) years of permanent
competitive status as a Constituent Services Representative or Constituent
Services Representative (Spanish Speaking).
NECESSARY
SPECIAL REQUIREMENT
There will be a qualifying Spanish language examination.
08/24/2020
SUFFOLK COUNTY
Competitive