CLASS SUMMARY

EXAMPLES OF JOB FUNCTIONS

• Develop, deliver, and maintain a new hire training program that successfully prepares all new hires for success following new hire's training
• Conduct My Spokane 311 department audit and feedback delivery on calls, chats, emails, CRM entries, and cash handling
• Develops, implements, and administers ongoing training and quality programs for the My Spokane 311 Department. Ensuring compliance in accordance with applicable laws, policies, and guidelines are followed as outlined for the My Spokane 311 department
• Review work conducted by My Spokane 311 team by engaging in day-to-day operations of the department
• Track and analyze call data and audit outputs. Identifying trends in issues that impact customers outcomes
• Develop staffing through training, coaching, and mentoring to improve customer service outcomes
• Respond to and resolve difficult and sensitive citizen inquiries and complaints
• Analyze Customer Satisfaction Survey data, identifying trends, training opportunities or systems, and process improvements
• Assist in the development of staffing and capacity plans utilizing operational data and metrics to optimize the delivery of service
• Provide operational direction to supported departments and employees; train, provide technical assistance and direction, and disseminates pertinent information
• Plans and manages various team activities. Provides coordination of schedules, notices, and other pertinent details as needed
• Aid in the new hire screening, selection, and hiring process
• Attend professional training courses, meetings, and conferences to keep abreast of current trends
• Performs document control and database management, serving as a public records coordinator for the department
• In the absence of the Customer Experience Director, assumes responsibility for the administration tasks
• Assists in preparing and administering the departmental budget; may also administer program budgets as assigned

• Performance management concepts, principles, and practices related to employee performance and continuous improvement
• Principles and methods for evaluating programs and individual performance
• Effective leadership and analytical skills, including working knowledge of staffing models, capacity planning, and scheduling
• General cash handling procedures
• Best practices, benchmarks, and innovative practices of customer service, particularly in a call center environment
• Applicable federal, state, and local laws, codes, city ordinances, and regulations
• Recording maintenance procedures
• Principles of public speaking, conflict resolution, and excellent customer service
• Statistical analysis tools and concepts

• Leading, developing, training, and managing subordinates from a diverse backgrounds in creating a desirable work environment
• Writing and presenting processes and procedures, and technical material in non-technical terms to a variety of audiences
• Professional communications, orally, electronically, and in writing
• Project management and concepts

• Effectively supervise, manage, and train staff; supervise subordinate personnel and professional staff in performing customer services duties
• Compose clear, concise, and accurate reports using data and research gathered by self and others to present to various audiences orally, electronically effectively, and in writing
• Managing multiple projects, meeting deadlines, and working well under pressure
• Learn the policies, procedures rapidly, and activities of the department or division to which assigned
• Adapt to other duties as assigned and prioritize, organize, and plan work as needed to meet objectives
• Understand City processes and procedures and specific requirements of supporting departments
• Display an attitude of cooperation, maintain positive working relationships, work harmoniously with all levels of City employees, and the general public, and other organizations
• Collaborates with senior administration and My Spokane 311, supporting departments and others to facilitate implementation of best customer services practices.

WORKING CONDITIONS
Work is conducted primarily in an office setting. It involves frequent attendance at meetings to include some irregular hours and potentially out-of-town travel. Incumbents in this classification are expected to communicate verbally, in person, and by telephone. A computer terminal is used and requires the use of repetitive arm-hand movements.

MINIMUM QUALIFICATIONS

Any combination equivalent to the experience and education that would likely provide the relevant knowledge and abilities would be qualifying. Generally, this will include:

Education:

• 
  Bachelor’s degree from an accredited college or university with a major in business or public administration, operations management or a related field. Additional qualifying experience may be substituted for the required education on a year-for-year basis.

Experience:

• Combination of two (2) years of call center customer service, program management, call center quality assurance analytics, and training AND two (2) years of supervisory experience. Experience in a public agency is preferred.

BEHAVIORAL STANDARDS
As an exempt employee of the City of Spokane, the Quality Assurance & Training Manager – MySpokane 311 is subject to the City’s Code of Ethics set forth in Chapter 1.04A of the Spokane Municipal Code. As such, “it is the policy of the City of Spokane to uphold, promote, and demand the highest standards of ethics from all of its employees who shall maintain the utmost standards of responsibility, trustworthiness, integrity, truthfulness, honesty and fairness in carrying out their public duties, avoid any improprieties in their roles as a public servant including the appearance of impropriety, and never use their City position, authority or resources for personal gain.”

EEO STATEMENT
We are an equal opportunity employer and value diversity within our organization. We do not discriminate on the basis of race, religion, color, national origin, gender identity, sexual orientation, age, marital status, familial status, genetic information, veteran/military status, or disability status.

INSURANCE BENEFITS

Eligibility: Coverage begins for new hires and their dependents on the first day of the month following 30 consecutive days of employment.

Eligible Dependents: Spouse or Domestic Partner, birth, adopted children or children placed for adoption, Domestic Partner's children, step-children who live with employee, and any child for whom employee is legal guardian or for whom coverage is required by a Qualified Medical Support Order. Adult children under age 26 are eligible.

Medical
Qualified employees may select from two health carrier options; a Health Maintenance Organization (HMO) administered by Kaiser Permanente or a Preferred Provider Option (PPO) administered by Premera Blue Cross. The monthly premium varies dependent upon plan and coverage level selected.


Vision
Vision coverage is included in the medical plan selected. Costs for eye exams and hardware; lenses, frames or contacts varies depending on the medical plan selected.

Dental
Dental insurance is provided by Delta Dental of Washington. The monthly premium is minimal for employee and eligible dependents.

Life Insurance - Employee Only
Basic Term Life Insurance is provided at one-and-a-half times the employee's annual base salary to a maximum of $150,000. The City pays the monthly premium in full.

Life Insurance - Eligible Dependent(s)
Basic Term Life Insurance is provided at $7,500 for spouse/domestic partner and $3,000 for each child. The City pays the monthly premium in full.

Long-Term Disability Insurance
Long-Term Disability Insurance is provided by The Standard. The City pays the monthly premium in full.


Flexible Spending Account
The City offers two optional Flexible Spending Accounts (FSA) - Health Care FSA and Dependent Care FSA. The Health Care FSA allows an employee to use pre-tax dollars to receive reimbursement for eligible medical, dental, and vision expenses. The Dependent Care FSA allows an employee to receive reimbursement for eligible daycare expenses for dependent children up to age 13 and other eligible dependents as defined by IRS Code.

AFLAC
Supplemental insurance is optional and is provided by AFLAC to help pay benefits that major medical insurance does not cover. The employee pays 100% of the monthly premium.

AudioNet Hearing Aid Benefit
AudioNet Hearing Aid Benefit is optional. The City of Spokane has partnered with AudioNet America to offer a discounted Hearing Aid Program with fixed out-of-pocket costs.

LegalShield/ID Shield
Prepaid legal services and/or prepaid identity theft programs are optional. These programs pay for a limited number of documents to be reviewed, limited trial defense representation, the preparation of a standard will, identity theft consultation, restoration and monitoring according to terms of contract.

Pet Insurance
Get cash back on the everyday care your pet needs to stay healthy! Nationwide/Voluntary Pet Insurance is an optional plan in which City of Spokane Employees can enroll.

Voluntary Term Life Insurance
Voluntary Term Life Insurance is optional and is provided through The Standard Insurance Company and is subject to application review and approval. Additional coverage up to $300,000 is available for employees and their spouse/domestic partner. Dependent children can be insured for up to $10,000 each. The employee pays 100% of the monthly premium.

Continued Medical/Dental Insurance
Employees separating from City service have the option to continue medical and/or dental insurance benefits in accordance with the Consolidated Omnibus Budget Reconciliation Act (COBRA). The employee pays 100% of the monthly premium in addition to a small monthly administrative fee.


RETIREMENT BENEFITS

Spokane Employees' Retirement System
The Spokane Employees' Retirement System (SERS) is a defined benefit pension plan covering non-uniformed employees whose positions are classified under the Civil Service Merit System. As a participant you contribute 10.25% of your salary toward your retirement. Contributions and earnings are tax deferred. The City also contributes 10.25% of your salary toward your retirement. Employees hired on or after January 1, 2015 become vested (eligible for a monthly benefit at retirement age) at seven years of service.

Deferred Compensation
Enrollment in the City-sponsored 457 Deferred Compensation Plan administered by MissionSquare Retirement allows participants, on a voluntary basis, to defer a portion of their salary on a before or after tax basis. Contributions and associated earnings contributed on a before tax basis are eligible to receive City matching contributions and are tax deferred (not taxed until taken out). You can also choose to participate in the 457 Roth (after tax) contribution option. You may enroll in the 457 plan or change your contribution at any time. Minimum contribution is $15 per paycheck up to and is subject to the IRS annual limitations. The City will match employee contributions up to $200/month.


PAID TIME OFF

Official Holidays
The City observes seven official holidays as paid. An official holiday that falls on a Saturday will be observed on the preceding Friday. An official holiday that falls on a Sunday will be observed on the Monday immediately following. The City observes Martin Luther King Jr's birthday but has not declared that day as an official holiday. For this reason, employees hired before the third Monday of January receive an additional eight hours of floating holiday time to be used in accordance with Spokane Managerial and Professional Association Collective Bargaining Agreement provisions.

Personal Leave
Employees hired by January 15th receive forty (40) hours of personal leave, between January 16th and March 31st receive thirty (30) hours, between April 1st and June 30th receive twenty (20) hours, and employees hired between July 1st and September 30th receive ten (10) hours. If hired after September 30th no personal leave is received. Personal Leave may not be carried over into the next year and any unused hours will not be paid at termination.


Floating Holidays
48 hours of Floating Holidays to be used as of January 1st. Floating holiday hours may not be carried over into the next year and any unused hours will not be paid at termination.

Vacation Leave
Employees earn paid vacation hours each pay period. The number of hours earned depends upon the employee's length of employment and the number of hours in a pay status. Vacation accrual ranges from 12 days per year for a new employee to 20 days per year after 11 years of employment. Unused vacation hours carry over each year but are subject to maximum accrual amounts in accordance with Spokane Managerial and Professional Association Collective Bargaining Agreement provisions.

Sick Leave
Sick leave accrues at a rate of six (6) hours per biweekly pay period. Employees must be in paid status for 80% of that pay period to accrue sick leave. Unused sick leave hours carry over each year.

Other Leaves
The City also provides several other paid and unpaid leaves, such as: bereavement leave, Family and Medical Leave, maternity leave, jury duty, and military duty leave.


WORK/LIFE PROGRAMS

Employee Assistance Program
The Employee Assistance Program (EAP) is a referral and counseling service administered by KEPRO. It provides a myriad of services to employees and their household members. Services include receiving confidential assistance for personal issues, such as managing stress, depression, parenting, alcohol/drugs, grief, etc. Each household member is eligible to receive up to eight counseling sessions per issue per year at no charge. There is also a benefit relating financial or legal concerns in addition to Worklife/Convenience services and online tools.

Employer Sponsored Bus Pass (ESBP) Program
The City of Spokane encourages employees to use alternatives to driving alone to work and participates in the ESBP Program offered by Spokane Transit Authority (STA). The program provides employees a bus pass for unlimited rides free of charge.



Revised March 15, 2022