2J51

                                                                                                                           PAY RANGE: N24

 

 

UTILITY PUBLIC AFFAIRS MANAGER

 

(Creative Design)

(Customer Engagement)

 

GENERAL DEFINITION

 

            This is managerial level work directing a major segment of the public affairs program for the City's water utility.  Employees in this class directs the planning, development and implementation of programs in the area of specialization designed to inform and serve water and wastewater customers and the general public and to increase the Water Department's credibility and accessibility to customers, the media, legislators, and civic organizations.  The employee in the Customer Engagement specialty directs, through subordinate supervisors, the implementation of customer service, public affairs, and commu­nity and educational programs to promote a favorable department image.   The employee assigned to the Creative Design specialty manages, through subordinate supervisors, strategic branding, marketing and communications for the Water Department and is responsible for leading the marketing and creative work from concept to implementation. Work is carried out through subordinate unit supervisors engaged in customer information services, legislative and regulatory relations, creative design, customer assistance policy and programs, public relations and education­al programs.

            Directing customer research projects and participating in the development of departmental policies related to the area of specialization are significant aspects of the work.  Work is performed under the general direction of an administrative superior.

 

ALLOCATING FACTORS:  (The following conditions must be met for a position to be allocated to this class.)

 

1.         Employees must direct a major segment of the public affairs program for Creative Design or Customer Engagement for the Water Department through subordinate supervisors.

2.         Only one position will  be allocated to each specialty in this class.

 

TYPICAL EXAMPLES OF WORK (ILLUSTRATIVE ONLY)

 

ALL SPECIALTIES:

 

            Plans the section's organizational structure and development in order to achieve departmental policies and goals; establishes policies and unit objectives; integrates divisional plans and programs with other organizational units in order to achieve departmen­tal objectives; analyzes program performance to determine customer and public impact; plans, develops, initiates and revises organizational structure in line with departmental goals and objectives; selects, trains and develops key staff to ensure optimum individual and group performance in carrying out initiatives in the area of specialization; establishes staff structure; provides managerial direction to subordinate supervisors engaged in assigned projects and units responsibilities; reviews and discusses subordinate supervisors' perfor­mance, annual budget requests and weekly and special reports; defines and develops responsibility areas for subordinate supervisors; identifies problem areas and plans and implements new program procedures, methods and techniques; prepares operating budget proposal and oversees expenditures.

            Explains departmental programs and policy to the public at large and the department's customers; participates in the development and imple­mentation of departmental policy and planning process with the Commissioner and other divisional managers.

 

CUSTOMER ENGAGEMENT SPECIALTY

 

            Plans and directs the implementation of customer service, public affairs, and commu­nity and educational programs to promote a favorable department image, to improve reliable customer services and to enhance customer and community relations and standards governing programs.

            Revises and updates departmental communication policies, purpose and scope; maintains timely and effective communications, liaison and rapport with government and civic organizations, private financial organizations and the media in order to obtain and provide information that affects corporate plans, programs and public image.

            Establishes objectives and directs the implementation of customer research programs; prepares findings for modifications to water operations, services and facility design in order to ensure the department's sensitivity to the public and to enhance public acceptance of water and wastewater services, products and facilities; confers with community groups and individuals to determine public perception of the department's employees, products and services; develops recommendations to improve customer satisfaction; confers with depart­ment managers to revise and develop policies, plans and programs intended to increase employee awareness of customer needs and perceptions; develops training programs to improve employee public contact techniques.

            Directs the conservation assistance program; establishes policy and objectives to eliminate water waste, provide water conservation education and improve bill-paying habits of customers.

            Serves as spokesperson for the Commissioner on sensitive water issues at media events and community and civic gatherings; provide legislative liaison for the communities; explains to legislators the ramifications of legislation on department operations, rate struc­ture, and the impact on the public; speaks on rates, sludge disposal and budget issues and adherence to government water legislation; encourages other department managers to stress awareness of customer relations in development of policy, programs and objectives; prepares notification of new departmental policies, plans, progress and problems to departmental officials and to employees and the public when appropriate;

 

CREATIVE DESIGN SPECIALTY

 

            Ensures the Water Department brand is represented consistently across all graphic design deliverables for all operated sites, applications, social channels, and across third party platforms and traditional media and communication networks; ensures that brand strategy is produced for all areas of the organization; develops new brand strategy; innovates and evolves existing strategy across all content types integrating technology; uses performance data and ongoing qualitative and quantitative research to refine campaigns.

            Contributes to the identification and development of commercial sales markets by ensuring the timely and effective provision of market research data and promotional activities; integrates departmental objectives with divisional plans and programs; negotiates and directs public affairs and training contracts with outside consultants; selects and coordinates arrangement of material with local and national broadcast and press media for programs featuring the department; writes, reviews and approves for policy, style and content a variety of informational and promotional materials; prepares official policy statements and announce­ments and arranges and directs press conferences and radio and television interviews of divisional managers.

            Performs related work as required.

 

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

 

KNOWLEDGE OF:

 

•           the methods and techniques of disseminating information to the public and the facilities and print and electronic media available for this purpose

•           the principles and practices of administrative and operational analysis

•           research, evaluation and analysis principles, practices and techniques as they apply to marketing and customer research programs

•           supervisory methods and techniques

•           journalistic and public relations principles and practices

•           the principles, practices and techniques of effective oral and written communication strategies applicable to dissemination of informational and publicity materials

•           principles and techniques of writing promotional and informational materials

·                     user-centered research and content strategy for the Creative Design specialty

·                     embedding content management, digital marketing, and new platforms and       technologies in creative design strategy for the Creative Design Specialty

 

SKILL IN:

 

·                     developing and assessing key metrics that define success for public affairs           programs  for a utility

·                     editorial and interactive visual design for the Creative Design specialty

·                     driving content consumption and user interactions and experiences to inform        program

·                     project management principles

 

ABILITY TO:

 

•           plan, develop and implement comprehensive customer and public affairs programs to improve customer relations and to enhance the image of the Water Department

•           direct the implementation of marketing and customer research programs

•           learn the organization and operations of the Water Department

•           plan and develop departmental communications policies and programs and to direct their implementation

•           use sound judgment and diplomacy when communicating with the public on sensitive and critical Water Department issues

•           prepare policy and operational recommendations sensitive to public concerns

•           negotiate contracts related to public affairs and prepare operating budgets

•           learn aspects of water treatment and distribution technology applicable to public affairs issues and be able to communicate them to the public

•           participate in departmental policy and decision-making processes

•           establish and maintain harmonious working relationships with the media, government and civic organizations, educational institutions and other City departments

•           implement media strategies appropriate to the dissemination of various informational and publicity material

•           speak effectively in public settings

·                     communicate creative concepts effectively with various audiences through varied   methods and           media

 

MINIMUM ACCEPTABLE TRAINING AND EXPERIENCE  (The following statement represents the minimum training and experience standards which will be used to admit or reject applicants for tests.  Applications submitted by candidates for this class will be reviewed based on training and experience requirements as approved on 10/19.)

 

 

CUSTOMER ENGAGEMENT SPECIALTY

 

EDUCATION:

 

            Completion of a bachelor's degree program at an accredited college or university.

 

AND

GENERAL EXPERIENCE:

 

            Three years of administrative experience in customer and public affairs work.

 

AND

SPECIFIC EXPERIENCE:

 

            Two years of supervisory level administrative experience in customer and public affairs, which has included responsibility for promoting a municipal Water Department and improving its customer relations through the management of education, conservation, or public relations programs.

 

 

CREATIVE DESIGN SPECIALTY

 

EDUCATION:

 

            Completion of a bachelor's degree program at an accredited college or university in Media, Communications, Graphic Design or closely related field.

 

AND

GENERAL EXPERIENCE:

 

            Three years of professional creative design experience which has included responsibility for the design and production of educational, developmental, promotional or informational material for a wide variety of thematic or environmental projects.

 

AND

SPECIFIC EXPERIENCE:

 

            Two years of professional creative design experience leading creative design staff in an in-house capacity building relevant brands and initiatives for a major utility. 

 

 

OR

 

            Any equivalent combination of education and experience determined to be acceptable by the Office of Human Resources that has included the education and specific experience described above.

 

CLASSES WHICH TYPICALLY MEET THE SPECIFIC EXPERIENCE REQUIREMENTS FOR THE CUSTOMER ENGAGEMENT SPECIALTY

OF THIS CLASS ARE:

 

Departmental Public Relations Supervisor (2J08)

Waterworks Interpretive Center Director (9E16)

 

 

CLASSES WHICH TYPICALLY MEET THE SPECIFIC EXPERIENCE REQUIREMENTS FOR THE CREATIVE DESIGN SPECIALTY OF THIS CLASS ARE:


Graphic Design Administrator (9G05)

 

 

PHYSICAL AND MEDICAL REQUIREMENTS

 

            Ability to physically perform the duties and to work in the environmental conditions required of a position in this class.

 

LICENSES, REGISTRATIONS, AND/OR CERTIFICATES

 

            Possession of a valid proper class motor vehicle operator's license as issued by the Common­wealth of Pennsylvania prior to appointment and during tenure of appointment as a Water Public Affairs Manager.

 

 

 

 

                                                                                                               Class Established 11/86

Spec. Revision:

                                                                                                                                      CSC - 10/94

                                                                                                                               Ad. Board - 1/95

Latest Spec. Revision and change in pay rate:

CSC – 09/19

Ad. Board – 10/19

 

 

JL