Administrative Assistant I/II - Passport Acceptance Agent

CITY EQUITY STATEMENT
The City of Westminster welcomes diverse candidates from the broadest base possible. Our goal is to find the best candidate for the job-someone who belongs, not just fits. We value life and professional experiences, recognizing equivalent combinations of knowledge skills and education.

Aligned with our city SPIRIT values, the successful candidate will have a passion and commitment to serving a diverse population of residents and must respect and uphold the principles of justice, equity, diversity, inclusion and belonging.

We encourage you to think broadly about your background and skill set for this role, even if you believe you have a less traditional background than described we invite you to apply.

POSITION PURPOSE / IMPORTANT APPLICATION INFORMATION

The Administrative Assistant I/II - Passport Acceptance Agent performs a variety of moderately complex administrative tasks and serves as a key point of contact for the public. This position is the first point of contact for visitors at City Hall and for callers to the City’s main phone line, requiring a high level of professionalism and exceptional customer service skills.

The role involves frequent interaction with both the public and City staff, supporting the delivery of essential services. It requires excellent communication abilities, a broad understanding of City operations, strong office support skills, and proficiency in using standard office technology and software.

In addition, this position serves as a certified Passport Acceptance Agent. Responsibilities include assisting customers through the passport application process-scheduling appointments, meeting with applicants, and ensuring all required documentation is accurately completed and submitted to the U.S. Department of State.

Administrative Assistant I - Passport Acceptance Agent:
The Administrative Assistant I is an intermediate-level class in the administrative support series responsible for a variety of routine to semi-complex clerical/administrative and staff support work. Incumbents have knowledge of standard administrative practices and procedures with some related experience in a similar position.

Administrative Assistant II - Passport Acceptance Agent:
The Administrative Assistant II is an advanced-level class in the administrative support series, responsible for a wide variety of semi-complex to complex clerical/administrative and staff support work. Incumbents can complete tasks and projects with technical/functional latitude and minimal oversight. They have directly related experience for the position and are competent in all aspects of routine administrative support.

This is an in-person position located at City Hall. The incumbent will be required to work on-site Monday through Wednesday between the hours of 8:00 a.m. and 5:00 p.m.

The full salary range for this position is stated above. The starting range of pay is dependent on qualifications and experience of each individual candidate. The City of Westminster has a Multilingual Stipend Program to encourage, and reward benefited employees who are conversationally fluent in languages other than English. Benefited employees have the opportunity to test their language proficiency skills and qualify for a bi-weekly stipend that will vary based on the employee’s level of proficiency and usage.

ORGANIZATIONAL COMPETENCIES AND CULTURAL VALUES/GENERAL COMPETENCIES

The City's work culture encourages passionate, positive and enthusiastic employees who, along with our City Council and City Manager, are strong supporters of our mission: The City of Westminster provides high-quality core services and fosters resilience in order to promote a safe and thriving community. Westminster is a city of beautiful, safe, well-maintained neighborhoods and destinations with a vibrant, diverse economy, rich and resilient environment and a strong sense of community belonging. Our core values are embodied in our SPIRIT (Service - People - Integrity - Respect - Innovation - Teamwork).

Every employee is accountable to:

• Demonstrate a high level of customer service; encourage others to focus on the customer; foster an environment where customer service is a priority
• Communicate with customers to ensure that, where possible, they are satisfied, and that their needs are being addressed; solicit and evaluate customer feedback
• Act as an ambassador by understanding and fostering the organization's mission and vision
• Exhibit pride in self, the department, the city, and the community; conduct self in a professional manner
• Demonstrate integrity and build trust through credibility, reliability, commitment, loyalty, and ethical behavior
• Address difficult or contentious issues in a constructive manner
• Support/promote change; demonstrate flexibility, and take calculated risks when appropriate
• Participate in personal growth opportunities, and attend trainings designed to enhance capacity to bring new skills and ideas to the job and the organization
• Work to continuously improve the efficiency and effectiveness of the service or product being delivered
• Demonstrate support for team efforts by accepting new roles and responsibilities, and helping others achieve objectives
• Value diversity; demonstrate an awareness of differences; demonstrate sensitivity, and adapt behaviors and communication to accommodate these differences

GENERAL COMPETENCIES
Citywide - Every employee in this position is accountable to:

• Establish effective interpersonal relationships through honest, open communication and follow-through on commitments
• Recognize personal strengths and weaknesses, and target areas for personal self-development
• Demonstrate initiative in performing job tasks
• Exhibit problem-solving skills leading to sound judgment and quality decisions
• Achieve goals, and handle assigned workload and new assignments effectively; demonstrate an ability to work independently
• Communicate effectively with individuals and groups using clear and concise verbal and written communications
• Demonstrate accountability for work, and take ownership in job performance
• Demonstrate concern for the accuracy and quality of work; take steps to correct mistakes and improve the overall product

Job Specific - Every employee in this position must be able to:

• Demonstrate knowledge of modern office practices, procedures, equipment, business English, spelling, and mathematical computations and tabulations
• Consistently provide exceptional customer service to coworkers and external customers in a wide variety of settings including in-person, email, and phone
• Operate a personal computer and be competent learning and using current computer software applications including word processing, email, financial management, document routing, etc. (Examples include Microsoft Office Suite, Adobe Acrobat Pro, Outlook, JD Edwards, DocuSign, Laserfiche, and a variety of department-specific software programs); must be able to type 40 WPM with accuracy
• Exhibit strong organizational skills and attention to detail
• Make decisions and problem-solve in accordance with precedents and regulations and to apply these to work situations
• Understand and follow moderately complex oral and written instructions; read and interpret documents such as operating and maintenance instructions and procedure manuals
• Use discretion handling and maintaining confidential matters
• Establish and maintain positive, effective relationships with other employees, customers, external agencies, and the public; effectively and professionally handle conflicts that arise
• Remain calm under time-sensitive pressure situations; adjust rapidly to reprioritized work schedule and duties
  
  

JOB SPECIFIC FUNCTIONS

1. Delivers exceptional customer service both in person and over the phone, often serving as the customer's first impression of the City of Westminster:
•Greets all visitors with eye contact and a friendly verbal welcome upon entering City Hall

•Answers incoming calls promptly and courteously

•Provides general information (e.g., hours, facility locations, staff contacts) based on City website resources; refers other inquiries to the appropriate department or individual
•Uses the City website extensively to research and provide information to customers

•Maintains a professional, positive, and approachable demeanor

•Directs walk-in customers to the appropriate departments or service areas

•Responds swiftly and calmly to emergency situations, including high call volumes

•Logs all calls to identify trends, common issues, and areas for service improvement

•Keeps lobby area clean, organized and welcoming, contacts Facilities Maintenance for day porter assistance when necessary

•Understands and follows City security policies and responds appropriately during emergencies
2. Handles interactions with upset customers calmly and professionally:
•Applies sound judgment and effective problem-solving techniques

•Actively listens and asks clarifying questions to fully understand concerns

•Demonstrates empathy, patience and respect in all interactions

•Maintains composure and professionalism during high-stress situations
3. Serves as a certified Passport Acceptance Agent ensuring accurate processing and handling of passport applications and documentation:
•Schedules appointments, sends confirmation emails, and meets with applicants in person

•Determines appropriate forms based on citizenship status, travel plans, and unique applicant circumstances

•Maintains strict confidentiality and adheres to security protocols for handling sensitive information

•Administers the passport oath and collects applicable payments

•Performs data entry onto passport forms

•Exercises tact and diplomacy in dealing with technical, complex and confidential customer issues and situations

•Prepares passport applications for mailing, ensures correct postage is applied, and coordinates shipping

•Tracks passport acceptance data for reporting purposes

•Interacts with other agencies that provide passport acceptance services

•Stays current on any changes to the passport acceptance process
4. Oversees dock deliveries in the absence of print shop staff
Other Duties and Responsibilities
1. Maintain regular and punctual attendance
2. Assists departments with administrative tasks on an ongoing basis, including word processing, creating/modifying spreadsheets, scanning, and other clerical functions
Incumbent is accountable for all duties of this job, and other projects and responsibilities may be added at the City’s discretion.

POSITION REQUIREMENTS/WORKING CONDITIONS/PRE-EMPLOYMENT REQUIREMENTS

Education, Experience, Skills, Formal Training, Licenses, and Certifications
Administrative Assistant I - Passport Acceptance Agent
Required:

• Must be 18 years of age or older
• Graduation from high school or GED
• Ability to become a Passport Acceptance Agent through the U.S. Department of State Passport Services Office within 30 days of hire
• Minimum three (3) years of experience in a high public contact administrative assistant position
• Proficiency in the use of personal computer, with emphasis on word processing (40 WPM with accuracy) and Microsoft Office Software (Outlook, Word, Excel, Teams, PowerPoint, etc.)
• Knowledge of standard office practices

Preferred:

• Directly related experience in municipal government or public sector

Administrative Assistant II - Passport Acceptance Agent
Required:

• Minimum one (1) year of experience as an Administrative Assistant I at the City of Westminster
• Demonstrated proficiency in all duties and responsibilities of the Administrative Assistant I classification and ability to work with minimal direction
• Ability to act as a subject matter expert in workgroup-specific and more complex software, programs, and processes; examples include, but are not limited to, ability to work with City Council Agenda Memos, and technical proficiency in Contract, Financial, Customer Relationship Management, and/or Project Management Software

Any equivalent combination of education, training, and experience, which would provide the required knowledge and skills, may be considered.
Physical Requirements:
Work is sedentary in nature and requires sufficient physical stamina and strength for:

• Constant sitting to perform daily tasks; occasional walking through a multilevel facility to retrieve information; frequent standing, sometimes for extended periods
• Frequent squatting, reaching above shoulder, and twisting to file documents and lift supplies and material; occasional bending, kneeling, climbing, balancing, and reaching below shoulder to store documents, material, and supplies
• Constant light grasp, fine manipulation, and handling to perform daily duties; occasional firm grasp to safely use equipment
• Frequent lifting, carrying, and pushing and/or pulling of up to ten (10) pounds to move material and supplies; occasional lifting, pushing and/or pulling of up to 25 pounds with dollies and carts

WORKING CONDITIONS
Work is constantly performed indoors. This is primarily sedentary office work. Must demonstrate the ability to meet the physical demands of the job, including the ability to retrieve information from various locations in the office when needed. Exposure to periods of high activity and stress under demanding conditions. The position requires a great deal of communication with City employees, the public, and outside agencies.
Required Materials and Equipment
Personal computer, keyboard, printer, telephone, photocopy machine, calculator, postage scale and meter, books, files, paper shredder, scanner, and other standard office equipment.

PRE-EMPLOYMENT REQUIREMENTS

• Background checks will include employment references and criminal history, and when applicable, credit check, driver license record, and education verification
• Drug screen
• Must be legally entitled to work in the United States
• Must be 18 years of age or older, a U.S. citizen, not on parole or probation or under indictment related to any Federal, State or local felony or misdemeanor related to breach of trust or moral turpitude (embezzlement, document fraud, drug offense, or dishonesty carrying out a responsibility involving public trust). Free of any Federal, State or local felony convictions or misdemeanor convictions related to breach of trust or moral turpitude

The City of Westminster, Colorado, is a drug free workplace and an Equal Opportunity Employer that values diversity and aims to have its workforce reflect the community.

The City of Westminster offers a comprehensive benefit package including:

• Health and Dental
• Flexible Spending
• Pension/Retirement Plans
• Term Life Insurance
• Long-term Disability
• Survivor Benefits
• Wellness Program
• Career Development Program
• Tuition Reimbursement Program
• Leave program that provides for vacation, holidays, sick leave, major illness, and on the job injury

For a more detailed overview of our General Non Exempt employee benefit package:
Benefit Package

The City of Westminster does not participate in the Social Security system. In lieu of Social Security contributions, the city contributes to a 401(a) defined contribution plan on your behalf.

401(a) Contribution Rates:
Employee Mandatory Contribution: 11.5% of your base pay. Contributions are pre-tax and fully vested.
Employer Contribution: 12% of your base pay.

Employer Contribution Vesting Schedule

• Less than 3 years - 0%
• 3 to 4 years - 60%
• 4 to 5 years - 80%
• Over 5 years - 100%
• For employees age 55 and older, the employer contributions are 100% vested

The City of Westminster provides employees with innovative and practical ways to improve their commute through two key features, EcoPass and Commute Benefits powered by Commutrics. EcoPass provides unlimited trips on RTD's core transit services and Commute Rewards allows you to record your trips and get rewards based on your commute mode.

Closing Date/Time: 12/1/2025 8:30 AM Mountain

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• City of Westminster, Colorado

• 303-658-2150

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