311 Program Manager (Manager I) - Open Continuous UPDATED

  • City of Portland, Oregon
  • Portland, Oregon
  • Jun 17, 2019
Full Time Administration and Management Project Management
  • Salary: $80,205.00 - $140,338.00 Annually

Job Description

The Position

Thenext application review will consist of all applications received from 12:01 AMMonday, August5th, 2019 through 11:59 PMMonday, September 16th, 2019.

If you are notified that you have been placed on the eligible list, you do NOT need to reapply and will remain on the list.

The City of Portland, Office of Community & Civic Life, is seeking a Citywide 311 Program Manager.

This senior leadership position joins the Office of Community & Civic Life at an exciting and dynamic time of change for the bureau and City. This position will implement and directly manage a new Citywide 311 Program within the City of Portland, based on the vision established in the 311 Implementation Plan. The Citywide 311 Program will provide a single point of contact for community members - including residents, business owners and visitors - to access City government and the services it provides.

The program's purpose is to simplify and ensure equitable access to services for community members by serving as a welcoming and knowledgeable front door for both the City and the County government.

The 311 Program will also provide valuable data and insights into the community's needs and interests, allowing Bureaus and City Council to make more informed service and communication decisions. Given the diverse nature of the Portland community, and the City's commitment to equity for under-served and under-represented communities, the 311 Program Manager must be able to cultivate an organization and workplace that is welcoming, inclusive and aims to increase equitable access and provision of City services.

The position:
• Provides leadership and strategic direction for the Citywide 311 Program.
• Directs, manages and coordinates the daily operations and activities of the City's 311 organizational unit, eventually to include fifteen or more staff.
• Develops and manages a multicultural team that applies a racial and social justice analysis and delivers equitable outcomes in program services.
• Fosters a workplace that attracts and retains diverse, customer service-oriented staff.
• Develops and administers strategies, policies, procedures, and initiatives to achieve the Citywide 311 Program's goals in a cost-effective manner.
• Oversees the program's implementation of software tools to manage customer contacts and requests, track program performance, and communicate with City service providers.
• Develops and cultivates relationships with City executive leadership and elected officials, program staff, and community partners to ensure high-quality delivery of services.
• Institute policies and processes to monitor and continuously improve program operations and customer service delivery on behalf of, and in collaboration with, customers and partner bureaus/agencies.
• Providesreports, data, and other assistance to Bureau Directors and City Council to assist in decisions about City service delivery and outreach.
• Represents the Citywide 311 Program to the public, City officials, regional service partners, and other 311 programs nationwide.
• Operationalizes contemporary issues related to issues of race, migration, disability and other equity dimensions to customer service delivery and program development.
• Works with the director and leadership team to implement the bureau's strategic goals and intersectional equity efforts.
• Works with the director and leadership team to address complex community, bureau and citywide issues and goals.

The City of Portland is committed to offering medical, dental, vision, basic life, and long-term disability coverage that provides quality care, support and value to eligible employees and their family members. Additional benefits such as flexible spending accounts, supplementallife insuranceand employee assistance program coverage are available to ensure employees have the appropriate tools to safeguard themselves and their family. The City of Portland participates in PERS, the Oregon Public Employee Retirement System. For more information on the City of Portland's benefits please clickBenefits Information | The City of Portland, Oregon.

To Qualify

The following minimum qualifications are required for this position:
  1. Well-rounded manager with thorough knowledge and demonstrated track record of the principles and practices of leadership, operational and strategic planning, change management, business communication, public administration, research and evaluation, budget preparation and administration, and fields related to the mission of the Office of Community & Civic Life.
  2. Ability to build and champion a team, workplace culture and service delivery model that prioritizes community experience and equitable access to City information and services.
  3. Demonstrated track record of recruiting, supervising, training, evaluating, providing guidance, and leading diverse teams.
  4. Demonstrated track record collaborating with communities of color and people traditionally under-served or under-represented in decision-making or municipal services and facilitating inclusive participation in programs and service delivery.
  5. Ability to establish and maintain highly effective working relationships with City Council, Bureau Directors and staff, representatives of other public agencies, and the public, and to demonstrate tact, diplomacy, and patience, and gain cooperation through discussion and collaboration.
  6. Demonstrated ability to understanding and applying program- and institutional-level performance management and applying findings to continuously improve program operations and service delivery.
  7. Demonstrated ability to work independently, with minimal supervision, and exercise the sound judgment and initiative necessary to manage and grow a new citywide program.
Other qualifications preferred:
Bilingual in English and any of the City's nine harbor languages (Spanish, Vietnamese, Chinese, Russian, Romanian, Ukrainian, Japanese, Somali, Arabic, Laotian)

The Recruitment Process

An evaluation of each applicant's training and experience, as demonstrated in their resume and supplemental questions are weighted 100%. Do not attach materials not requested . Only candidates who meet the minimum qualifications will be placed on an equally ranked eligible list.You have 14 days from the notice of the examination results to let us know if you disagree with your results. Please read the City of Portland Administrative Rule 3.01 for complete information.Additional evaluation may be required prior to establishment of the eligible list and/or final selection.

Additional Information

Application Instructions
Applicants must submit aprofessional resumeonline, specifically focused on your qualifications for this position as identified in the "To Qualify" section of this announcement in accordance with the following Application Instructions:

  • Your resumeand answers to the supplemental questionswill be the basis for our evaluation of your qualifications for this position. Incomplete or inappropriate information may result in disqualification.
  • Your answers to the supplemental questions should include details describing your education, trainingand/or experience, and where obtained which clearly reflects yourqualifications for each of the numbered items in the "To Qualify" sectionof this announcement.
  • Your resume should support the details described in your answers to the supplemental questions.
  • Ifyou are requesting Veteran's Preference, as identified below, please describein your answers any transferrable skills obtained during your militaryservice and how they relate to each of the required minimum qualificationsunder the "To Qualify" section above.
All completed applications for this position must be submitted no later thanthe closing date and time of this recruitment. E-mailed and/or faxed applications will not be accepted .

If you are requesting Veteran's Preference , attach a copy of your DD214 / DD215 and / or Veteran's Administration Letter stating your disability to your profile, as well as checking the box identifying yourself as aVeteran. You must request Veteran's Preference AND include a copy of your documentation for each recruitment you apply for.

Veteran's Preference documentation must be submitted no later than the closing date and time of this recruitment
Non-citizen applicants must be authorized to work in the United States at time of application.
It is the policy of the City of Portland that no person shall be discriminated against based on race, religion, color, sex, marital status, family status, national origin, age, mental or physical disability, protectedveteranstatus, sexual orientation, gender identity or source of income. The City values diversity and encourages everyone who is interested in employment with the City to apply.If you wish to identify yourself as an individual with a disability under the Americans With Disabilities Act of 1990 and will be requesting accommodation, the requests must be made to the Analyst(s) named belowNo Later Than the Closing Date of This Announcement.
TerrolJohnson, SeniorRecruiter
Bureau of Human Resources
(503) 823-3172
An Equal Opportunity / Affirmative Action EmployerClosing Date/Time: 9/16/2019 12:00 AM Pacific