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Patch Collectors

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City of Evanston

2100 Ridge Avenue

Evanston, IL 60201

Website: www.cityofevanston.org

Salary: $17.687 - $22.550/hour

Population: 75,000 

Application Deadline: 7/1/11

NATURE OF WORK:

These positions provide the first-line non-emergency response to citizens requesting information or services from the City. Using a variety of computerized systems to answer questions, employees will provide accurate information, generate reports, and maintain records; explain and interpret general departmental policies to inquirers on the phone; provides support services to field units. Employees must utilize excellent communication skills, written, verbal and listening skills in order to determine the appropriate manner in which to respond to a call; must be tactful yet firm in enforcing appropriate departmental policies and procedures. Employees must possess excellent customer services skills and appropriate telephone etiquette. This position works permanent shifts, with rotating days off; is uniformed, and may be subject to voluntary and mandatory overtime as dictated by the supervisor.

• Answers, screens, and routes, when necessary, non-emergency telephone calls for information or service.

• Explains City procedures, services; addresses information requests accurately, professionally, and within Departmental and City standards.

• Receives and logs complaints from public concerning City services and operations.

• Identifies problem situations and utilizes different methods of problem solving.

• Solicits information to determine appropriate resources needed to respond to requests for service.

• Handles multiple tasks within appropriate time frames and operating procedures.

• Receives calls for service and inquiries regarding routine repair or maintenance and emergencies for the City.

• Determines nature and location of problem, response priority level, and delivers a response or distributes information to appropriate personnel.

• Initiates various paper or electronic service requests for emergency and non-emergency calls for service Distributes information electronically, via fax or copies through interoffice mail and direct delivery to departments.

• Maintains service request logs, access database(s) and Excel records relating to service requests.

• Coordinates interdepartmental information disbursement via email, radio, and telephone communications.

• Receives after hour phone calls for city departments providing both general and specific information to callers regarding city services and public or special events. Provides street directions and truck route information to callers.

• Notifies other jurisdictions or agencies of hazards, routing requests for service, or coordination of efforts required for situations within the city limits or surrounding areas.

• Files, indexes and performs related clerical tasks.

• Assists with various projects or special assignments as needed including training of new employees.

• Performs other related duties as assigned.

High School Diploma or GED; some college preferred. At least three (3) years of experience working in fast paced, highly structured customer service position which demonstrated knowledge and skills in areas of essential functions. Must be able type a minimum of 25 words per minute.

Skills, Abilities and Knowledge in the following areas:

• Working knowledge of customer service principles and techniques. (Ability to effectively communicate and calm irate citizens, while still obtaining the necessary information to solve problems, defuse emotional situations, respond appropriately to emergency/non-emergency requests and calls.)

• Ability to read and comprehend manuals, general orders, laws, and legal documents.

• Ability to write reports and memos using proper format, punctuation, spelling and grammar, using all parts of speech in a manner understandable to the receiver.  (Bi-lingual helpful)

• Knowledge and use of computer systems, and ability to be trained in department-specific software and hardware.

• Ability to coordinate information from a variety of sources, compile into appropriate format; interpret according to policies, practices and procedures.

• Ability to work effectively with employees at all levels within the organization; ability to identify problems and best possible resolutions to problems.

• Knowledge of radio procedures and rules.

• Knowledge of City departments and their responsibilities.

• Knowledge of geographic features and streets within the service area.

• Knowledge of office procedures and practices.

• Ability to exercise good judgment and make sound decisions.

• Ability to understand and follow oral and written instructions.

• Ability to work on various tasks simultaneously.

• Ability to work various shifts as assigned.

Medium work, exerting up to 10 pounds of force frequently and/or up to 25 pounds of force occasionally, and/or a negligible amount of force constantly to move objects. Work is mainly indoors, with protection from weather changes although not from temperature changes.

• Must be a U.S. citizen

• Must have a valid Illinois Driver’s License and clean driving record

• Must submit to a criminal background check and drug testing

• Must be able to obtain necessary certifications and become proficient with CAD (police dispatch software), and other computer and/or web-based systems such as PAL (permit software), CITY WORKS (asset management software), AQUIS (utility billing software), WEB Q/A (Service Request/Workflow Management Software), and Internet research

Work is performed under the general direction of the Service Desk supervisor. The employee is responsible for completing work according to Departmental and City work rules and safety regulations. Work is reviewed through ongoing observation, written and verbal communications, meetings and feedback from the supervisor and from other City employees. Guidance is provided through rules and regulations, policies and procedures, Personnel Rules and Teamster contract. Additional guidance is provided through state statutes, City ordinances and standard operating procedures. Work is evaluated at least annually for quality of tasks, adherence to work rules, and performance in accordance with classification standard.

This position is consistently and continuously interacting with members of the public and other City employees. Employee will interact with irate and emotional customers.

Open Tutorial

Video Examination – 100%

Typing/Internet Testing - Pass/Fail

Structured Oral Interview – Qualifying

Mandatory Observation

Background Investigation – Qualifying

Psychological Investigation - Qualifying

TYPE OF ELIGIBILITY LIST:

Category Group

LIFE OF ELIGIBLE LIST:

Two years

www.cityofevanston.org

on or before the closing date

Chosen candidates will be subject to a qualifying pre-employment medical examination and drug/alcohol screen.

The City of Evanston is committed to making all public meetings accessible to persons with disabilities. Any citizen needing mobility or communications access assistance should contact the Facilities Management Office at 847-866-2916 (voice) or 847-448-8052 (TTY).

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