Job Description

Under the supervision of the Public Liaison Officer, the incumbent is responsible for responding to telephone, radio, electronic mail, and face-to-face requests from residents, contractors, public officials, and other Department of Public Works (DPW) and City of Newton customers (hereinafter referred to as customers) for assistance or service; preparing and maintaining incident and activity logs, reports and records; acting as a liaison between the DPW. and the community; and for responding to inquiries and complaints related to the operations of the DPW.

Essential Elements

• Receives and responds to customer inquiries and complaints related to the operations of the DPW. Enters information into the customer service database, or on written logs, and follows up on services rendered. Confers with other DPW staff to resolve issues and pr9blems, Makes referral for additional assistance as necessary
• Prepares a variety of customer service related reports for review by the supervisor
• Helps to resolve concerns and problems of all customers, coordinating with other divisions within the DPW and with other City departments
• Explains DPW policies and procedures to customers
• Receives telephone calls and, when appropriate, transfers the calls to the responsible person(s) in the DPW or other City . department
• Initiates requests for work in the public way (street-opening permits, sidewalk-crossing permits, betterment requests, et. Al.)and other permits issued by the Commissioner of Public Works and the City Engineer. Responsible for receiving and processing deposits for work to be done. Assists customers at the DPW customer service counter with regard to bonds and permits for work in the public way
• Retrieves and records messages from the DPW voice mail system
• When directed by the supervisor, dispatches DPW personnel, apparatus and equipment via telephone and radio. Relays identifying information to respondents. Responds to requests for information from field personnel. Logs or records radio calls.
• Acts as primary customer service module manager which includes developing reports, determining data entry codes, trouble shoots database issues, updates system as needed

Secondary Elements

• Drafts correspondence and documents, including engineering specifications, reports forms, notices and other documents, Composes. and distributes routine correspondence on behalf of the Commissioner of Public Works, the City Engineer, the Director of DPW Administration and the Pubic Liaison Officer
• Performs other duties as required

QUALIFICATIONS:

EDUCATION and/or EXPERIENCE: High School diploma or equivalent and 1-3 years of related experience and/or training or equivalent combination of education and experience. Knowledge of clerical practices, office procedures ·and the operation of office equipment such as personal computers and computer software, data processing and/or word processing. Knowledge of database application, spreadsheets and presentation software.

Company Description

THE CITY:

The City of Newton is a wonderful place to live and work. Newton has safe and attractive neighborhoods, an excellent public school system, an active community life, multiple transportation systems, proximity to Boston and a well-managed and financially strong City government. The City of Newton has a population of approximately 88,900, with 32,600 housing units and occupies a land area of 18.3 square miles. Newton is principally suburban-residential in character. Unlike many other communities that are established around a single Main Street or downtown, Newton is comprised of thirteen distinctive villages. Newton has a diversified economic base with approximately 4,700 establishments employing approximately 79,500 people. Newton is special in many ways. It is home to a variety of private secondary and post-secondary schools including a portion of Boston College, Lasell University, William James College, Hebrew College, and the UMass Amherst – Mount Ida Campus. The longest stretch of the Boston Marathon runs through the City, including the well-known Heartbreak Hill. Newton-Wellesley Hospital, part of the Mass General Brigham health care system, serves as an important partner to the City. In September 2018, Newton was again ranked #1 in Massachusetts as the best place to live and #12 in the U.S.

OUR GOVERNMENT:

Newton has what is known as a “strong Mayor” form of government with the Mayor having the executive and administrative powers of the City. The legislative branch is comprised of 24 City Councilors. Mayor Ruthanne Fuller was sworn in on January 1, 2018 after serving on the City Council. She ran on a platform of providing Newton’s children with a top-notch education in an inclusive environment where empty nesters, seniors, young families, and people of diverse incomes can live together in vibrant villages and neighborhoods. Mayor Fuller is committed to keeping Newton safe, improving the city’s infrastructure, addressing climate change, providing excellent and responsive city services, and fostering art, culture and community life. The first female Mayor of Newton, she is a tireless advocate for all the city’s residents and is committed to making sure the city is welcoming, inclusive and diverse. The City of Newton was evaluated by Moody’s Investors Services in February 2020 and assigned its highest rating of AAA. Newton was thus well-positioned to weather the pandemic and economic downturn.

AS AN EMPLOYER:

The City of Newton believes that its employees are its greatest asset. To that end, we are committed to supporting our employees by providing competitive wages and growth, a comprehensive benefits package which includes a defined municipal pension plan, quality health and dental insurance plans, generous paid leave benefits, paid holidays, and access to supplemental benefits such as deferred compensation, short term disability plans, flexible spending accounts, and other employee benefits. We also provide access to an Employee Assistance Program and access to employee training and professional development opportunities. We continuously work to review and expand upon our benefit offerings. We encourage you to visit our Human Resources Department website to learn more about our organization and benefits which are available to our employees. And as always, you are encouraged to reach out to our dynamic HR Team by emailing hr@newtonma.gov.

Human Resources Diversity Statement

We recognize our workforce is a source of strength that is vital to our ability to effectively serve the City of Newton’s diverse community. We will:

• Actively recruit, develop, and retain a diverse and talented workforce.
• Proactively address discrimination through education and in partnership with other departments and leaders.
• Serve as a role model to celebrate and nurture diversity.
• Foster inclusion by staying curious and clarifying assumptions.
• Evaluate and develop policies and practices that reflect the diverse nature of our workforce.
• Build and strengthen accountability at all levels to support diversity efforts.

To all prospective candidates for this position. The City of Newton has implemented a Vaccine Policy which requires, as a condition of employment, that all employees be fully vaccinated against COVID-19, or have an approved medical or religious exemption on file with the Human Resources Department, before they begin employment with the City of Newton.

Benefits

• Health insurance
• Dental insurance
• Tuition Reimbursement
• Flexible Spending Accounts
• 457 Deferred Compensation plans
• Metro Credit Union
• Verizon Wireless discount
• Employee Assistance Program
• Generous paid leave time benefits and paid holidays.
• City Retirement (Mandatory)
• Direct Deposit
• Opportunity to serve the public and join a dynamic team of dedicated employees