This employee assists with supervision of the Permit Center customer service principles, processes and operational management, e.g., organizational structure and staffing, workforce management, including forecasting and scheduling, real-time monitoring, metrics and performance measurement, quality monitoring, etc. Assists with management and monitors the daily operations of the Permit Center. As assigned, I may handle escalated customer issues; conduct selection, training, coaching, mentoring and evaluation of staff to ensure individual performance goals are achieved. Performs related duties in the Customer Service Section of the Permit Center as assigned.

Performs related management, analytical and technical duties in the Customer Service Section of the Permit Center as needed.

(Illustrative only. Any one position may not require all the listed KSAs nor do the listed examples include all the KSAs which may be required.)

Knowledge of:
Principles of supervision, training, conflict resolution techniques; negotiation techniques.
Assign, direct, train and evaluate the work of subordinate staff; supervise subordinate staff to accomplish work objectives
Technical office support duties related to the processing and issuance of various permit types.
Processes building permits by logging permits in the database, routing them to proper departments for review, and issuing permits to customers.
Receives and reviews applications, plans, and other construction documents; determines sufficiency of submittals; advises applicants on requirements for complete submittals; participates in post submittal project review.
Assists with various administrative tasks by scheduling and resulting inspections, scheduling meetings, filing permits and applications, performing data entry and assisting customers at the counter and over the telephones.
Prepares, maintains, and distributes permit statistic reports and status reports on active commercial, industrial and residential projects. Research records and provides customers with specialized site-specific property information such as approved building permits, finalized building plans, certificate of occupancies, contractor’s affidavits, special inspections certificates, zoning, site and plot plans.

Skill to:
Operate appropriate computer equipment; use properly all related hardware and software.
Operate assigned vehicle in the course of duty.

Ability to:
Implement and maintain positive employee relations and confidentiality of City information.
Promote and maintain integrity.
Analyze and manage effective EEO/AA programs. Assign, direct, train and evaluate the work of subordinate staff; supervise subordinate staff to accomplish work objectives.
Process complex information while maintaining attention to detail; perform complex analyses of problems and formulate solutions to such problems.
Communicate clearly and concisely, both orally and in writing.
Make decisions based on data analysis and observation.
Interpret, explain and apply pertinent City, state and federal laws, regulations, ordinances, policies and procedures.
Conduct investigations as appropriate.
Work effectively and efficiently, establishing work priorities under tight deadlines, high volumes and multiple interruptions. Deal with frequent changes, delays, or unexpected events.

Examples of Work Performed

Assign, direct, train and evaluate the work of subordinate staff; supervise subordinate staff to accomplish work objectives.

Technical office support duties related to the processing and issuance of various permit types.

Processes building permits by logging permits in the database, routing them to proper departments for review, and issuing permits to customers.
Receives and reviews applications, plans, and other construction documents; determines sufficiency of submittals; advises applicants on requirements for complete submittals; participates in post submittal project review.
Assists with various administrative tasks by scheduling and resulting inspections, scheduling meetings, filing permits and applications, performing data entry and assisting customers at the counter and over the telephones.
Prepares, maintains, and distributes permit statistic reports and status reports on active commercial, industrial and residential projects.
Research records and provides customers with specialized site-specific property information such as approved building permits, finalized building plans, certificate of occupancies, contractor’s affidavits, special inspections certificates, zoning, site and plot plans.
Works with the Permit Center Manager to coordinate the organization, staffing and operational activities within assigned Permit Center customer services and activities, monitor workflow and time schedules; review and evaluate work products, methods and procedures; meet with staff to identify and resolve problems.

Participates in the development and implementation of goals, objectives, policies and priorities; recommends and implements resulting policies and procedures.
Identifies opportunities for improving customer service and permit center methods and procedures; identifies resource needs; reviews with appropriate management staff; implements improvements.

Reconcile customer complaints and difficulties.

Prepare reports for related management as assigned.

Answer requests for information from City officials, new media, committees, local organizations and the public.

Evaluate employee performance; give written evaluations; oversee other personnel matters, including training, employee grievances, time sheets, leave requests, disciplinary measures, etc.

Assist those contacted in the course of duty in an effective, efficient and professional manner.
Interprets Human Resources Policies and Procedures, labor agreements, and Civil Service Rules to employees.

May be assigned to supervise a technical work program or section, or another functional unit in the agency.

Performs other tasks related to the management of assigned programs, policies, and procedures as needed.

Open:

Environmental Conditions:
Indoor environments; exposure to office computer screens; automobile travel within the City may be required.

Physical Conditions:
Duties require maintaining physical condition necessary for sitting, standing and walking for prolonged periods of time; light lifting and carrying; general manual dexterity required; must be able to operate assigned vehicle.

Probationary Period:

Twelve months

Supervision Exercised:

Supervises the work of the Permit Technician 1, 2, and 3

HR Contact: Ashley Thomas Ashley.Thomas@cincinnati-oh.gov