Website City of Boulder
Service excellence for an inspired future.
The City of Boulder requires all employees to be vaccinated for COVID-19.
The City of Boulder is a great place to live, work, grow and play.
With over 300 miles of dedicated bikeways and more than 150 miles of hiking trails, Boulder values active lifestyles and access to nature. Forty-six thousand acres of protected land provide open space for passive recreation, natural environments, and a green belt around the city. With world class restaurants and art and music venues, The City of Boulder values diverse culture.
Respect is one of our five City Values (including Customer Service, Collaboration, Integrity, and Innovation) and we are committed to equity, diversity, and inclusion. We celebrate and support our differences across all spectrums, including but not limited to ethnicity, gender, age, disability, and sexuality. Through our focus on Racial Equity, our employee benefits, and the many programs resources we offer our staff, we continually strive to weave respect for one another into the fabric of our organization.
Add your voice and talents to the City of Boulder and help us grow in service excellence for an inspired future.
OVERALL JOB OBJECTIVE:
Under general direction this position supports the goals and objectives of the Planning and Development Services department by reviewing and communicating code requirements and departmental systems or processes, implementing documented business processes, and ensuring service delivery timeframes are met or exceeded. This position coordinates and performs a variety of administrative and review functions, provides direct customer service support, and performs related duties as assigned.
The starting pay for this position is $24.40 – $29.80 hourly, commensurate with experience.
DUTIES AND RESPONSIBILITIES:
1. Coordinates interactions with customers and staff and provides excellent customer service with a high degree of professionalism while interacting with customers, staff, and the public. Resolves problems, answers technical program questions and provides general information. Serves as an information resource for customers and/or staff regarding specific departmental activities. This includes the following tasks:
Monitors reviewer comments and communicates those in a timely manner to city customers and staff.
Facilitates communication among staff to address review conflicts that may cause delays within the review process.
Works with the Chief Building Official to monitor permitting review times and keeps supervisor informed of potential delays and the need for managing permitting tracks.
Oversees the implementation and maintenance of administrative systems and procedures specific to departmental functions to ensure that business practices are effective and provide a high level of service to customers.
Analyzes and interprets data regarding departmental effectiveness, service levels and productivity, and implements approved recommendations.
Tracks and manages the flow of information regarding permit issuance, permit resubmittals and revisions, and void or withdrawn permit requests throughout the department.
Meets and strives to exceed established service standards for assigned areas of responsibility.
Cross-trains and provides coverage for others on the Service Operations team to issue certificates of occupancy or letters of completion, support the inspection scheduling process, respond to customer inquiries via phone, email, or in person.
Provides work direction and training to Operations Coordinators and temporary employees, and performs audits of their work, as needed.
Remains aware of issues requiring special attention and follows up with appropriate staff to assure issues are addressed in a timely manner.
2. Provides review services and acts an information resource for building code requirements and permit application processes:
Serves as an expert information resource for customers and staff regarding specific cases, codes, and processes.
Reviews and approves straightforward residential electrical, mechanical, plumbing, and roofing permits.
3. Oversees the implementation and maintenance of administrative systems and procedures specific to building permit applications and functions to ensure that business practices are effective and provide a high level of service to customers.
Monitors permit activities and coordinates with staff providing services that include: preparation of permits and expiration activities for all building permits; input to and research in permit database systems.
Aids in software replacement projects.
Identifies high priority work issues and items regarding department tasks and coordinates a prompt response; may delegate requests or questions to appropriate staff and/or prepare a response; tracks and manages the flow of information and responses for the work area.
Remains aware of issues requiring special attention in response to city directives; follows up with appropriate staff to assure that issues are addressed in a timely manner.
Acts as an information resource for departmental staff and assists staff with the research and development of special projects including participating in and/or managing on-going departmental projects.
Monitors permit revision monthly audit report and performs workflow processes, as needed; performs retention processes for expired permits; and issues refunds for withdrawn permit requests
Establishes and oversees the implementation and maintenance of business process documentation and record-keeping procedures.
Responds to and resolves issues and complaints.
Performs research projects and prepares and modifies written materials such as status reports, correspondence, memos, and guidebooks.
4. Facilitates development, implements and continually improves the routing system for permit review including capturing necessary information and assuring timely review by appropriate review staff.
Tracks individual building permit related cases to ensure continuous progress of applications. Monitors information flow for building reviews to assure timely and accurate responses to customers regarding permit and review status.
Creates and maintains a system for routing information to facilitate efficient and timely review processes.
Reviews and updates business procedures on a routine basis.
5. Maintains current knowledge of automated and other systems and strategies to ensure proficiency in evolving business processes and technology. Trains in new technologies in areas of responsibility. Researches, suggests, and implements opportunities to enhance knowledge and expertise.
6. Coordinates, prioritizes and reviews assignments of other staff including front-line customer service and related support functions.
Attends and participates in division, department, team, and city meetings.
Collects, evaluates, and processes application materials.
Performs high quality and timely data analysis and entry, maintains proper documentation, follows the city’s retention schedule, and offers suggestions for process efficiencies.
May coordinate arrangements for department or city events.
Performs related duties as required by management to meet the needs of the City.
Takes proper safety precautions to prevent accidents. Responsible for the safety of self, others, materials, and equipment. Uses all required safety equipment and follows all safety regulations, policies and procedures. Reports all accidents and damage to city property.
Knows and complies with all city and department policies; participate in professional trainings and development; and adheres to attendance and workplace attire policies.
Generally, duties and responsibilities are listed from most to least critical or time consuming.
CITY VISION AND VALUES:
The City of Boulder is committed to service excellence for an inspired future and the following values:
Customer service – We are dedicated to exceeding the expectations of our community and our co-workers by demonstrating consistent and professional service with a solution-oriented approach
Respect – We champion diversity and welcome individual perspectives, backgrounds and opinions. We are open-minded and treat all individuals with respect and dignity.
Integrity – We are stewards of the public’s trust and are committed to service that is transparent and consistent with city regulations and policies. We are honorable, follow through on our commitments and accept responsibility.
Collaboration – We are committed to organizational success and celebrate our shared dedication to public service. We believe community collaboration and the sum of our individual contributions leads to great results.
Innovation – We promote a forward-thinking environment that supports creativity, calculated risks and continuous improvement. We embrace change and learn from others in order to deliver leading edge service.
The City of Boulder is a smoke- and tobacco-free workplace.
Process Management: Ability to clearly define processes, establish responsibilities and efficient workflow; effectively evaluate and measure process performance; identify opportunities for synergies, enhancements and streamlining to reduce resources needed to achieve results.
Customer Focused: Dedicated to meeting customers’ needs through effective relationships and respect; researches customers’ needs and uses that information for service improvement.
Composure – Is cool under pressure; does not become defensive or irritated when times are tough; is considered mature; can be counted on to hold things together during tough times; can handle stress; is not knocked off balance by the unexpected; doesn’t show frustration when resisted or blocked; is a settling influence in a crisis.
Priority Setting – Spends his/her time and the time of others on what’s important; quickly zeros in on the critical few and puts the trivial many aside; can quickly sense what will help or hinder accomplishing a goal; eliminates roadblocks; creates focus.
Problem Solving – Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn’t stop at the first answers.
(1) TITLE OF IMMEDIATE SUPERVISOR: Permits Supervisor – Service Operations
(2) TITLE(S) OF POSITION(S) OVER WHICH THIS POSITION HAS DIRECT SUPERVISION: n/a
REQUIRED MINIMUM QUALIFICATIONS:
Bachelor’s degree in Public Administration, Business Administration or related field or any equivalent combination of education/administrative experience. A minimum of three years of progressively responsible administrative, permitting, project management or related experience. Excellent writing and editing skills. Interest, desire, and ability to communicate courteously and effectively with the public and city staff and to provide excellent customer service both in person and over email and phone; must be courteous, patient and personable when working with the public. Ability to work with confidential information. Demonstrated organizational and time and task management skills. Proficient in Microsoft Word. Experience with database and spreadsheet software. Ability to develop and maintain accurate filing systems. Demonstrated ability to work independently with minimal supervision; to prioritize and resolve problems; and to complete tasks while working under pressure in a fast-paced environment. Experience in providing leadership and building consensus with groups of citizens or employees. Excellent interpersonal and verbal communication skills, including the ability to interact effectively with a wide variety of people. Have and maintain acceptable background information, including criminal conviction history and motor vehicle record.
DESIRED QUALIFICATIONS – In addition to the required minimum qualifications:
ICC Permit Technician training or certification. Previous formal or informal supervisory experience. EnerGov land management and permitting software experience. Knowledge of and experience with municipal government functions, codes and processes. Experience using Microsoft Office Products including, Word, Excel, Outlook, Teams, and Bookings.
WORKING CONDITIONS – Required Physical and Mental Effort, and Environmental Conditions:
Physical and Mental Effort: Sufficient clarity of speech and hearing or other communication capabilities that permits the employee to communicate effectively on the telephone and in person. Sufficient vision or other powers of observation that permits the employee to review, evaluate and prepare a variety of written documents and materials. Sufficient manual dexterity that permits the employee to operate computer equipment and other office equipment. Sufficient personal mobility and physical reflexes, which permits the employee to work in an office setting. Work may include extended periods of time viewing a computer video monitor and/ or operating a keyboard. Ability to work under stress from demanding deadlines, public contact, and changing priorities and conditions.
Work Environment: Works primarily in a clean, comfortable environment. Works in a setting subject to continuous interruptions and background noises.
Machines and equipment used include, but are not limited to the following: Frequently uses standard office equipment including personal computers, telephones, calculators and copy/fax machines.
ACCOMMODATIONS: Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this position.
The City of Boulder provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, national origin, disability, genetic information, age, or any other status protected under federal, state, and/or local law.
To apply for this job please visit www.governmentjobs.com.