Arlington, Virginia
Jul 02, 2018
Jul 20, 2018
Executive, Director
Full Time
Job Title: DIRECTOR OF CONSTITUENT SERVICES Closing Date/Time: Thu. 07/19/18 11:59 PM Eastern Time Salary: $88,920.00 - $146,640.00 Annually
Job Type: Full-Time Location: 2100 Clarendon Blvd., Arlington *METRO-accessible*, Virginia       The County Manager's Office (CMO) is hiring a Director of Constituent Services to serve as the Resident Ombudsman who will work in partnership with County staff and the County Board Office (CBO) to resolve resident issues and facilitate customer service process improvements and resolutions.  This is a highly visible, hands-on position requiring extensive public engagement and occasional public speaking.

In addition to wide-ranging and often complex interactions with constituents, CMO, and CBO, the Resident Ombudsman collaborates across departments, reconciles internal and external stakeholder interests and identifies solutions using available County resources. This individual prepares responses to County residents and the County Board, and utilizes an Intranet Quorum Customer Relationship Management system (CRM) to track trends, generate reports, and manage constituent inquiries.

Serving as the Director of Constituent Services, this leader manages two direct reports who provide human resources and administrative functions for the CMO and who coordinate and prepare Freedom of Information Act (FOIA) responses for Arlington County.

Specific duties Include:
  • Advocating for Arlington County residents and visitors;
  • Investigating and responding to inquiries and concerns raised by residents, businesses, civic groups, and other stakeholders; identifying appropriate resolutions, providing information and referrals;
  • Managing the CRM to include delegating and tracking CBO inquiries;
  • Supervising FOIA and CMO administrative functions;
  • Training staff on CRM workflows, customer service, and resident communications; and
  • Representing the CMO at community meetings and civic events.

The successful candidate is a team player, customer-focused and detail oriented, with strong organizational and problem-solving skills. Additionally, this individual must have the ability to multi-task and to effectively respond to high-profile concerns with diplomacy, political savvy, and a broad knowledge of local government. Strong verbal and written communication skills are also essential to build productive relationships with a variety of internal and external stakeholders to include managers, employees, community members and elected officials.
 Selection Criteria: Minimum: Bachelor's degree in Business Administration, Political Science, Communications, or a related field plus significant customer relationship management experience to include investigating and responding to customer concerns, writing, editing, collecting/interpreting data, producing final documents, and collaborating with diverse stakeholders to identify appropriate resolutions.

Substitution:  Additional qualifying experience may substitute for the education requirement on a year-for-year basis.

Desirable: Preference may be given to applicants with experience in one or more of the following areas:
  • Serving as an Ombudsman or similar role to include coordinating projects within a Local, State, Federal, or other government relations environment;
  • Collaborating with executives or senior officials to identify solutions for regulatory or political issues;
  • Managing conflict resolutions;
  • Utilizing CRM workflows to delegate tasks, track trends, and generate reports;
  • Master's Degree in Public Administration or a related field; and/or
  • Bilingual: English/Spanish.

 Special Requirements: A cover letter of application is required. Please use the space provided in the supplemental questionnaire to insert a letter or attach to your application.

Please complete each section of the application.  A resume may be attached, however, it will not substitute for the completed application.
 Additional Information: An urban county of 26 square miles adjacent to Washington D.C., Arlington has a population of nearly 200,000 and is among the most densely populated jurisdictions in the country. About 40% of residents are Hispanic, African-American, Asian or multi-racial. One in four was born outside of the U.S. and one in three speaks a language other than English at home. Over 60% of adults have bachelor's degrees and 30% have graduate degrees.

This is a 40 hour a week position that requires an in-person presence Monday - Friday during core business hours, Monday – Friday 8:00 a.m. – 5:00 p.m. Occasional evening hours may be required to attend community meetings and/or monthly County Board meetings on Saturdays (morning only). Flex time is available.

Starting salary will depend upon the qualifications and experience of the candidate selected.  This position is in the Arlington County Government's Extended Management Accountability Program (XMAP), in which Senior Executives are eligible for a negotiated salary/benefits package and are evaluated and compensated per a performance agreement linked to the County Management Plan, and results achieved.  XMAP is a flexible total rewards/compensation system directly linked to performance and the market.

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