CITIZENS ADVOCATE                                                               8480

 

DISTINGUISHING FEATURES OF THE CLASS

This position involves receiving, analyzing and directing citizen complaints to the proper Town agency for resolution. The incumbent is responsible for pursuing the progress of such complaints until final resolution and notifying the individuals involved of the outcome. Under the general direction of an administrative superior, an employee in this class acts as a liaison between various Town departments and the citizenry regarding any corrective action or improved procedure to be affected in response to valid complaints. Contact is maintained throughout the procedure by letter, telephone and/or personal interview with the citizen involved. Direct supervision is exercised over a clerical staff designed to distribute relevant informative literature and to maintain records of all complaints and actions taken to resolve the complaints. Consumer complaints involving Town residents are mediated when applicable or referred to the proper outside agency for assistance.  Responsibilities include notifying the Town Board of any troublesome or high complaint areas in town government. Does related work as required.

 

TYPICAL WORK ACTIVITIES

            Receives and responds to complaints from Town residents;

            Directs appropriate correspondence, initiates conferences, and arranges personal interviews as necessary to determine the accuracy of citizen complaints;

            Processes citizen complaints relating to the delivery or furnishing of public servic­es or government operations in the Town;

            Reports to the Town Board, the agency involved and the complaining citizen relating to any corrective or improved procedure or action taken in response to valid complaints;

            Keeps records of all complaints and actions taken to resolve these complaints;

            Assigns, directs and supervises the work of the clerical staff;

            Mediates consumer complaints when applicable or directs complaints to proper outside agency;

            May attend consumer seminars and other conferences as required;

            Files annual report with Town Board indicating number of complaints received, re­solved, and amount of increase or decrease of complaints from year to year;

            May be called upon to speak at various clubs or associations.

 

FULL PERFORMANCE KNOWLEDGES, SKILLS, ABILITIES AND PERSONAL CHARACTERISTICS

Thorough knowledge of the various agencies within a Township; good knowledge or current literature and sources of information in the field of community services; good knowledge of County, State and Federal consumer agencies; ability to supervise the work of a clerical staff in a manner conducive to full performance and high morale; ability to establish and maintain effective public and departmental relations; ability to express oneself clearly and concisely, both orally and in writing; courtesy; physical condition commensurate with the demands of the position.

 

MINIMUM QUALIFICATIONS

            OPEN COMPETITIVE

            Either:

            (a) Graduation from a standard senior high school or possession of a high school equivalency diploma and five (5) years of experience in community or social service or a related field with responsibility for assisting individuals in resolving complaints and/or obtaining needed services; or

            (b) Graduation from a college with federally-authorized accreditation or registration by NY State with a Bachelor’s Degree and one (1) year of experience as described in (a); or

            (c) An equivalent combination of training and experience as defined by the limits of (a) and (b).

 

            EXEMPT

            If in the exempt class, there are no minimum qualifications.

 

R 03/24/2025

SUFFOLK COUNTY

Competitive

Exempt