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HomeMy WebLinkAboutE-04 Staff Report Revisions and New Position - Class SpecificationsCONSENT ITEM E-4 TO: HONORABLE MAYOR AND MEMBERS OF THE CITY COUNCIL VIA: TROY L. BUTZLAFF, ICMA-CM, CITY MANAGER FROM: SHERI SAN MIGUEL, INTERIM DIRECTOR OF HUMAN RESOURCES AND RISK MANAGEMENT DATE: MARCH 6, 2017 SUBJECT: APPROVAL OF CLASSIFICATION SPECIFICATION REVISIONS FOR HUMAN RESOURCES/RISK MANAGEMENT ANALYST AND NEW CLASSIFICATION SPECIFICATION FOR CUSTOMER CARE CONTRACTS SPECIALIST SUMMARY: On January 10, 2017, the Personnel Board met and approved the classification specification revisions for the Human Resources/Risk Management Analyst position. On February 28, 2017, the Personnel Board met and approved the creation of a new classification specification, Customer Care Contracts Specialist. The proposed actions, approves the revisions to the Human Resources/Risk Management Analyst classification specification and approves the Customer Care Contracts Specialist position and recommended salary range. RECOMMENDATION: Staff recommends that the City Council take the following actions: 1) Approve the revisions to the Human Resources/Risk Management Analyst classification specification; and 2) Approve the new classification specification and recommended salary range for Customer Care Contracts Specialist position. APPROVED COUNCIL MEETING 3/6/2017 Classification Specification March 6, 2017 Page 2 DISCUSSION: The position of Human Resources/Risk Management Analyst is an existing vacant, non- represented position. Revisions are necessary to reflect the essential qualifications for the position and in order to be in compliance with the Americans with Disabilities Act in terms of accurately listing the physical requirements of the position. As part of the 2016-2017 Adopted Budget for the Azusa Light and Water Department, approval was granted by the City Council for the creation of a new position in place of the budgeted Administrative Analyst position. This recommendation was reviewed and approved by the Azusa City Employees Association (ACEA) Bargaining Unit. Staff recommends that the classification of Customer Care Contracts Specialist be established into the Azusa Employees Association (ACEA) Bargaining Unit and the City of Azusa’s classification plan. The recommended salary range for this new classification is 4192 and the recommended monthly salary is as follows: FISCAL IMPACT: There is no fiscal impact associated with the recommended actions, as there are salary savings from the vacant Administrative Analyst position, which the Customer Care Contracts Specialist positon was created to replace. Prepared by: Reviewed and Approved: Traci Bailey Sheri San Miguel Human Resources Technician Interim Director of Human Resources and Risk Management Reviewed and Approved: Reviewed and Approved: Louie F. Lacasella Troy L. Butzlaff, ICMA-CM Management Analyst City Manager Attachments: 1) Class Specifications: Human Resources/Risk Management Analyst 2) Class Specifications: Customer Care Contracts Specialist Step 1 Step 2 Step 3 Step 4 Step 5 $5,109.89 $5,354.21 $5,610.75 $5,880.11 $6,162.92 Page 1 of 3 Date Adopted: 7/16/01 Date Revised: 2/6/2017 Range Number: 4192 CITY OF AZUSA HUMAN RESOURCES/RISK MANAGEMENT ANALYST DEFINITION Under administrative direction, performs a variety of responsible professional, administrative, analytical and technical duties related to assigned personnel and risk management functions; assists in the administration of the City’s personnel and risk management programs including, but not limited to: recruitment, testing, position classification, compensation, evaluation, benefit administration, employee relations, safety, Workers’ Compensation and general liability; provides highly responsible and complex staff assistance to the Director of Human Resources; and performs other related duties as required. ESSENTIAL FUNCTIONS Duties may include, but are not limited to the following: Assists with the daily administration of Personnel programs; makes recommendations and implements policies and procedures; conducts recruitments and selections; processes a variety of personnel documents; assists with classification and compensation studies; may assist in handling grievances and other personnel related matters. Prepares and maintains accurate periodic reports pertaining to local, state and federal requirements; may prepare various statistical reports. Provides administrative staff support to the Director of Human Resources in labor negotiations; participates in the administration of labor agreements and disciplinary action proceedings; participates in related issues of employee/employer relations. Provides assistance to department management, other City personnel and the public regarding administrative, fiscal, or operational issues, policies and/or procedures; may direct the work of others involved in related activity. As a designated representative of the department, may attend conferences, meetings, and/or public functions; may lead or participate in discussions regarding personnel or risk management issues; responds to inquiries and advises or provides assistance to the Director, other City employees, other agencies, and/or the public regarding personnel or risk management matters. May attend meetings of the Personnel Board and make presentations or respond to questions regarding personnel activities. May assist in administering the City’s Workers’ Compensation program by coordinating claims administration with third-party administrators (TPA); ensures that appropriate forms are completed and procedures are followed; may discuss Workers’ Compensation claims with departmental staff, medical and legal resources to determine appropriate course of action; provides liaison to other City Page 2 of 3 Human Resources/Risk Management Analyst Class Specification staff, claims adjustors and investigators, and insurance agents in the disposition of claims; maintains related files and documentation. May monitor and assist in managing the City’s general insurance program; may review insurance language in contracts for City staff; may assist with renewal of policies; may coordinate acquisition of certificates of insurance; respond to questions from departmental staff and interacts with related agencies/resources. MARGINAL FUNCTIONS These are position functions which may be changed, deleted or reassigned to accommodate an individual with a disability. QUALIFICATIONS GUIDELINES Education and/or Experience Any combination of education and/or experience that has provided the knowledge, skills, and abilities necessary for satisfactory job performance. Example combinations include equivalent to a Bachelor's degree in Public Administration, Business Administration or closely related field, AND three years of recent, increasingly responsible, work experience in human resources (personnel administration and risk management) which provides the required knowledge and ability, including recruitment, classification and compensation analysis, labor relations, and workers’ compensation. Municipal experience is highly desirable. Knowledge, Skill and Abilities Thorough working knowledge of the principles and practices of personnel, including progressive recruitment and selection techniques, classification and compensation, labor relations, benefits administration, risk management (workers’ compensation, general liability, and insurance), budget administration, related laws, ordinances and regulations; and principles of research, statistical analysis and report preparation. Ability to plan, organize and carry out assignments with minimal supervision and direction; assist in developing new policies impact in department operations/procedures; supervise the work of assigned staff; handle confidential matters with discretion; implement and coordinate programs; investigate and process claims and complaints; perform a variety of personnel related work, including recruitment, testing, selection, classification, compensation and employee relations; communicate clearly, concisely and effectively both orally and in writing; research and prepare complex reports on a variety of subjects; establish and maintain effective relationships with co-workers, the public, and related contacts; perform difficult and/or complex professional administrative and analytical work requiring sensitivity to issues; prepare and present reports; represent the department in a variety of meetings; provide liaison to City personnel, other agencies and the public; respond to problem situations in an effective and tactful manner; understand, explain and apply policies and procedures; analyze unusual situations and resolve them through application of management principles and practices; operate a computer and utilize a variety of software programs; deal constructively Page 3 of 3 with conflict and develop effective resolutions; serve as liaison to the Personnel Board; attend meetings and events on evenings and/or weekends; ability to perform other related duties as required. Physical, Mental and Environmental Working Conditions POSITION REQUIRES PROLONGED SITTING AND REGULAR STANDING, WALKING, TWISTING, TURNING, KNEELING, BENDING, SQUATTING AND STOOPING IN THE PERFORMANCE OF DAILY ACTIVITIES. THE POSITION ALSO REQUIRES GRASPING, REPETITIVE HAND MOVEMENT AND FINE COORDINATION IN PREPARING REPORTS USING A COMPUTER KEYBOARD. ADDITIONALLY, THE POSITION REQUIRES NEAR AND FAR VISION IN READING WRITTEN REPORTS AND WORK RELATED DOCUMENTS. ACUTE HEARING IS REQUIRED WHEN PROVIDING PHONE AND PERSONAL SERVICE. ADDITIONALLY, THE NEED TO LIFT, DRAG AND PUSH FILES, PAPER AND DOCUMENTS WEIGHING UP TO 20 POUNDS IS REQUIRED. SOME OF THESE REQUIREMENTS MAY BE ACCOMMODATED FOR OTHERWISE QUALIFIED INDIVIDUALS REQUIRING AND REQUESTING SUCH ACCOMMODATIONS. SPECIAL REQUIREMENTS Possession of and ability to maintain a valid Class C California driver’s license and a satisfactory driving record. Ability to work in a standard office environment; ability to travel to different sites and locations. Date Adopted: 3/6/2017 Salary Range Number (ACEA): 4192 CITY OF AZUSA CUSTOMER CARE CONTRACTS SPECIALIST DEFINITION Reporting to the Assistant Director of Customer Care & Solutions, this is a professional position in the City’s Utilities Department responsible for a variety of Utility-managed software applications/systems provided through third party contracts/vendors. Duties include working with contract vendors to monitor and maintain commercial off-the-shelf (COTS) customer information sys tem (CIS), meter data management systems (MDMS), utility bill print and presentment systems or interfaces, utility payment processing systems and interfaces, and cloud based automated call distribution (ACD) and interactive voice response (IVR) systems. See Essential Functions below for further detail. ESSENTIAL FUNCTIONS The following functions are typical for this classification. Incumbents may not perform all of the listed functions and/or may be required to perform additional or different functions from those set forth below to address business needs and changing business practices. Provide technical and administrative support for a variety of Utilities Department related business information systems, including application enhancements and version updates. Work collaboratively with the City’s Information Technology Department (IT) which maintains the City’s wide area network (WAN), server software and hardware, and other applications that serve all departments of the City. Document and technically analyze trouble issues in areas of responsibility, and report issues to outside vendors through helpdesks or bug tracking portals. Serve as liaison with outside vendors and end users on trouble issues and resolutions. Perform acceptance testing of fixes, and approve of code changes from test to production environments. Track open and closed issues on all Utilities Department managed information systems and report status periodically. Review proposed utility customer service software applications to determine feasibility and compatibility with existing systems; prepare data flow diagrams and process flow analysis as needed. Develop detailed specification documentation and business requirements documents (BRDs) for system modifications, interfaces and integration work; write business process test cases to ensure that system changes meet requirements and process data accurately and reliably, and help coordinate implementation of updates or enhancements to meet system and business requirements by preparing and administering system configuration settings, coordinating deployments with multiple vendors and executing test cases. Customer Care Contracts Specialist Class Specification Page 2 of 4 Coordinate the development of system documentation; conduct end user training on new or existing procedures; file and store written procedures and training materials and make accessible to internal technical staff, management, and system users. Coordinate and work cooperatively with the City’s Information Technology Department on IT- managed hardware, network, server, and software issues related to the Utilities Department. Write and edit queries using SQL and Cognos to access databases to generate and run a variety of reports. Develop custom reports based on user needs and specifications; perform file extracts and prepare final report formats to meet specifications. Review and periodically audit daily, monthly and annual CIS related reports to verify accuracy and integrity of data included in such reports. Edit report queries as necessary to correct for any errors. Provide assistance with the development and preparation of Requests for Proposals (RFP) and contracts associated with Utilities Department computerized system acquisitions or software-as-a- service (SaaS) ; thoroughly document existing procedures and identify best practices (GAP analysis); develop RFP specifications for new systems; coordinate the review and approval of RFP; assist to solicit proposals and to evaluate proposals; assist with vendor selection and preparation and approval of contracts; assist to monitor and administer contract compliance as assigned. Provide assistance with project management for modifications to existing utility systems or to deploy new systems, including modifications to interfaces, system applications, databases, or cloud based systems; develop project plans, including parallel testing plans, timelines, and test scripts; prepare test data, lead and conduct testing; evaluate and approve for Go Live or for implementation into production environment. Develop technical specification documents integrating systems, including data mapping, field and file requirements; identify and coordinate resolution of issues and required modifications on proposed solutions; make recommendations to ensure technical success; design documentation and workflow of new and existing system specifications for integration; coordinate requirements, priorities and work between multiple vendors. Attend professional meetings and conferences to keep abreast of software development and new service offerings, and to represent the department’s needs and interests associated with system modifications and the future direction of current systems. Participate in the research, development, and preparation of technical planning documents for future projects including capital budgeting; monitor assigned budgets for information systems and recommend approval of vendor payments for assigned projects and ongoing information service contracts. Communicate clearly and concisely, both orally and in writing and establish and maintain effective working relationships with those contacted in the course of work. Perform related duties as required. Customer Care Contracts Specialist Class Specification Page 3 of 4 CLASS CHARACTERISTICS This single position class receives general supervision from the Assistant Director of Customer Care and Solutions and is responsible for exercising functional supervision of customer service staff with regard to utility business related systems. QUALIFICATION GUIDELINES Education and/or Experience Graduation from an accredited college or university with a Bachelor’s degree in a technology field such as electrical engineering, computer science, or business systems management or related field is required, plus experience that has provided the knowledge, skills, and abilities necessary for acceptable job performance as determined by the City. Knowledge and Skills Knowledge of utility information systems, such as customer information systems (CIS), IP based automated call distribution (ACD) system, interactive voice response (IVR) system, meter data management systems (MDMS), and advanced metering infrastructure (AMI) systems; geographic information systems (GIS); outage management systems (OMS); knowledge of functions/processes executed by utility information systems, including utility billing process, notifications and collection process, cash updates, electronic payments processing, cashiering, accounting, reconciliations, reporting, and month end processes; call flow script recording and set up, call routing and reporting, and outbound dialer programming; knowledge of application system software design, database configuration and administration; mobile app development/deployment; quality assurance (QA) testing procedures; process to diagnose, troubleshoot and resolve issues; software tools including SQL programming and Cognos to query and generate reports from customer information system; general data processing and record keeping techniques, including back up and data restoration functions; system modification procedures including specification development; software licensing agreement development and administration; analytical research techniques; technical writing; ability to develop training material and train end users; skill at preparing documents for complex system modifications; principles and practices of municipal budgeting, accounting and record keeping; best practices for tracking and evaluating system performance; principles, practices and techniques of project management and ability to develop project plans and timelines; skill at managing multiple process upgrades as part of a system upgrade or installation project; principles of business letter writing and basic report preparation; office procedures, methods, and equipment including skill in using desktop software applications such as word processing, spreadsheets, and overhead presentations; provide assistance and support of end users of managed systems; ability to communicate effectively with end users and recommend system modifications to meet their needs. MARGINAL FUNCTIONS These are position functions which may be changed, deleted or reassigned to accommodate an individual with a disability. SPECIAL REQUIREMENTS Possession of and ability to maintain a valid Class C California Drivers License and a satisfactory driving record. Customer Care Contracts Specialist Class Specification Page 4 of 4 Environmental Conditions Work is performed primarily in a standard office setting; incumbents may be required to work extended hours including evenings and weekends from time-to-time. Physical Conditions Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard; and to verbally communicate to exchange information.