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Job Title
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Job Family
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Job Code
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Job Exempt
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Ombudsman
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Seiu_Professional
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OMBUD
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Y
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Pay Grade
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Pay Rate Type
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Minimum
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Midpoint
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Maximum
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S12
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Salary
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$30.59
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$39.01
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$47.42
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JOB DESCRIPTION
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The Ombudsman for the Permitting Services Division serves as a neutral resource to assist residents, businesses, developers, and stakeholders in navigating the city’s permitting process. This role is responsible for identifying, tracking and resolving permitting complaints, recognizing systemic bottlenecks, and facilitating collaborative solutions to improve the efficiency, transparency, and moderateness of the permitting system. Under the direction of the Economic Development Department, the Permitting Ombudsman handles difficult issues, performs quality control of plans to ensure accuracy in routing, tracks complaints, investigates problems, facilitates discussions, and helps resolve issues by working collaboratively with all parties involved to ensure customer needs are met in a timely manner. Performs other duties as assigned. A strong understanding of building plans and permitting documents is preferred. An understanding of the legislative process as it relates to permitting is essential. Commitment to transparency, and customer service is key.
Minimum Qualifications:
Bachelor’s Degree in Business, Public Administration, Planning, or closely related field and five (5) years of related experience; or an equivalent combination of education, training, and experience. Familiarity with permitting software systems and bilingual or multilingual abilities are highly preferred.
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RESPONSIBILITIES
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EXAMPLES OF WORK PERFORMED:
Note: The listed duties are only illustrative and are not intended to describe every function that may be performed by this job class. The omission of specific statements does not preclude management from assigning specific duties not listed if such duties are a logical assignment to the position.
Assists businesses and individuals with questions and issues regarding the building permit application process by providing information on the process and regulations or makes referral; researches issues, resolves problems with the permitting process; arranges meetings and facilitates discussion with all parties involved to identify best options for problem resolution; arranges pre-submittal meetings to clarify issues and concerns in order to meet customer needs in a timely and expeditious manner.
Tracks complaints or problems, working collaboratively and cross-functionally with management from various City units and departments, and business representatives or individuals regarding Permitting Services issues; provides guidance toward resolution of problems, and may look into procedural irregularities or broader systemic problems when appropriate; monitors progress; prepares data, reports, and correspondence as necessary.
Develops informational material for the public explaining regulations and the permitting process including; prepares and updates the website, newsletter, and various organizational publications for internal and external audiences; may organizes educational seminars, open houses, and deliver public presentations to increase understanding about the building permit process and regulations.
Confers with management and key interest groups on permitting services and related matters; identifies systematic issues, trends and concerns about policies and procedures, and provides recommendations for improvements in order provide higher levels of productivity and ultimately enhances Permitting Services reputation and goodwill.
Serves as liaison between Permitting Services Division and other departments as well as with business representatives, other agencies, and interest groups; establishes and maintains cooperative relationships with the public and business community and staff.
Performs other duties as assigned.
KNOWLEDGE, SKILLS AND ABILITIES:
Knowledge of the building regulations including planning and permit process.
Knowledge of City policies and procedures regarding economic/community development.
Excellent written and oral communication skills
Excellent problem-solving skills.
Strong interpersonal, public relations, and customer relations skills
Ability to read and interpret complex building plans and blueprints.
Ability to research, analyze, evaluate alternatives, and make recommendations.
Ability to use good judgment, prioritize, and make recommendations for improvements and efficiency.
Ability to work collaboratively in cross-functional matters on sensitive issues.
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