This is advanced public service work providing assistance to the public in the delivery of County services.

Employees in this class are responsible for analyzing and investigating requests for assistance and coordinating effective service delivery. Responsibilities include investigating citizen requests for assistance, facilitating and coordinating multi-jurisdictional public and private service delivery, identifying opportunities for the enhancement of County service delivery, making site visits with citizens as required, making public presentations, and preparing correspondence and written reports. Incumbents exercise some independent judgment in conducting investigative casework and in making effective recommendations for the resolution of service delivery problems. Supervision is received from an administrative superior who reviews work for effective assistance to the public and conformance with established policies and procedures.

ILLUSTRATIVE TASKS

Analyzes and investigates requests for assistance presented by local citizens or community organizations; conducts field visits to determine the extent of assistance required; refers requests for assistance to appropriate County agencies and coordinates efforts with multiple County agencies as required.

Assists local residents by providing information to access other non-county agencies including local, state, federal and non-profit groups; monitors assistance request status until resolution of case.

Reviews complex requests for assistance from community groups; develops community programs and partnerships by coordinating activities such as graffiti paint-outs, providing special taxing district information, and staffing voter registration drives; assists local groups and communities by developing community education programs and providing training to community organization members.

Provides outreach and guidance in the use of County services by participating in community and civic association meetings, public forums, public schools and service provider meetings; makes public presentations to explain the Team Metro concept to the public.

Prepares records, correspondence and reports; maintains case management records and statistical reports; researches and drafts written responses for supervisor; writes articles for newsletters and other publications as required.

Performs related work as required.

KNOWLEDGES, ABILITIES, AND SKILLS

Considerable knowledge of the structure and functions of County government.

Considerable knowledge of local, state, federal and non-profit resources available to the local citizenry.

Considerable knowledge of investigative techniques and case management procedures.

Considerable knowledge of public relations principles and techniques.

Considerable knowledge of County codes, administrative orders and departmental policies and procedures applicable to the area of assignment.

Knowledge of office practices and procedures.

Ability to analyze and investigate requests from the public and coordinate effective service delivery.

Ability to exercise tact and diplomacy in dealing with members of the public and with other public and private officials.

Ability to prepare records, forms, reports and correspondence.

Ability to review complex requests for assistance and identify opportunities for the enhancement of County service delivery.

Ability to communicate clearly and concisely, verbally and in writing.

NEW 10-96