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Home My WebLink AboutAgenda Packet - November 13, 2001 - PB t � � �`K .�. t ��I�,�� c��, d t��G a ii `( �' ;'+�iY+ "�, . i#� ��' �,''� ��q�`➢nl�� -- �9 � a�f r"p IiI wa,ru a.�.� +.w'k,` —.& '�uwa�„^`.,, � t,'ku�'�,uK �' e. f"" r; ( `.'✓wrz smi o,..wwn`I�` 'AZUSA" AGENDA PERSONNEL BOARD REGULAR MEETING NOTICE TO THE PUBLIC - All written documentation relating to each item of business referred to on the agenda, which is not confidential,is available in the Human Resources Office for public inspection. Any person who has a question concerning any agenda item may call the Director of Human Resources/Personnel Officer Victoria Cross,Extension 5183, to make inquiry concerning the nature of the item described on the agenda. DATE: November 13, 2001 TIME: 7:00 p.m. LOCATION: WEST WING CONFERENCE ROOM 213 EAST FOOTHILL BOULEVARD, AZUSA, CALIFORNIA 1. CALL TO ORDER —Chair Jake Bushey 2. ROLL CALL—Personnel Board Members O Jake Bushey, Chair O Inez Gutierrez O Lee Ann Mickey O Lori Kloster, Vice Chair OLeslie Dierking Others Present O Victoria Cross, Director of Human Resources/Personnel Officer O Others 3. APPROVAL OF MINUTES: October 23, 2001 4. OPEN SESSION A. New Position-(pursuant to Sections 3.3 Preparation and Content of Class Specification and 3.7 New Position of the Rules of the Civil Service System)-Customer Care Lead B. Recruitment Request-Promotional Competitive(pursuant to Section 5.5.3Promotional Examinations of the Rules of the Civil Service System) - Customer Care Lead C. Personnel Action Report D. Recruitment Progress Report 5. PUBLIC COMMENT— Person/group will be limited to five minute maximum time to orally present their purpose. 6. COMMENTS, UPDATES AND/OR REPORTS FROM PERSONNEL BOARD MEMBERS AND STAFF. 7. ADJOURNMENT �i mow/ "�� ZIVAPIIkt r C�s—^P 'et ,^°`, e°,.w", 1! �`�' i„ �"�, a« I 't"n'fa - fl7Pii n P 'aY�"�Gt '` �" � `I;"' @` Y rt.t✓ 'fi r is'° ti ;dai i �mf.(a�k.lA � .. � � eau i�`� W'3`g "k"�� .,�+ r�r�' ,.�,i�"- k�1i^��Ng �id�� #��m�a�' r �IY" '0'+�7is• 4 4 y n r .'�., ",`' h,% ?: ✓ `�' °' °� , �� ' m 'Jbl�.>ti��G3'y�r� a'3'7ti*' t 5i ;u%aA3s °flyim '-r. W AZUSA CITY OF AZUSA MINUTES OF THE PERSONNEL BOARD October 23, 2001 A regular meeting of the Personnel Board was called to order at 7:20 p.m. in the West Wing Conference Room by Jake Bushey, Chair. ATTENDANCE Personnel Board Members: Jake Bushey (Chair), Lori Kloster(Vice Chair), Lee Ann Mickey, Leslie Dierking. Staff Liaison: Victoria Cross, Director of Human Resources/Personnel Officer Also Present: None ABSENCE None. APPROVAL OF MINUTES Mickey/Dierking-to approve the minutes. October 9, 2001 Merit Increases, Regular Guiterrez/Kloster -to recommend approval of merit increases,regular appointment and/or appointment and/or flexible staffing promotional appointments for the following employees. Flexible Staffing Promotion Appointment Recommendations 4.a. Merit Increase and/or Regular Appointment Recommendations Type of Action/ Range/Step Name Class Dept Effective Date Base Monthly Feliza Cawte Office Specialist II UTL Reg Appt/Merit Inc 4143/2 10-9-01 $2,415.27 ADJOURNMENT Gutierrez/Kloster—to adjourn the meeting at 7:50 p.m. OPEN SESSION AGENDA ITEM NO: 3 DATE: 11-13-01 PPROVED: Page 1 of 1 L � ovivk mom a.. zus AGENDA ITEM MEMORANDUM TO: Honorable Chair and Members of the Personnel Board FROM: Joe Hsu, Director of Utilities VIA: Victoria Cross, Director of Human Resources DATE: November 13, 2001 SUBJECT: NEW CLASS SPECIFICATION OF CUSTOMER CARE LEAD RECOMMENDATION: That the Personnel Board recommend the new class specification of Customer Care Lead for adoption by the City Council, pursuant to the City of Azusa Civil Service Rules Section 3.3. BACKGROUND: After moving into the Light and Water building in 1995, staffing changes were made in order to adapt to the different physical surroundings. Customer Service staff were split into to two locations - lobby and back office. The supervisor was no longer able to provide direct visible oversight to both areas. It became necessary to designate a front office "lead" Customer Service Representative position to ensure the ability to adjust staffing to meet the flow of customers and workload. The unofficial "lead" Customer Service Representative had the primary responsibility of overseeing front office operations. The responsibilities included: shifting staff to meet lobby conditions, assignment of staff duties, staff scheduling and assisting the Customer Care Operations Supervisor in solving daily operational issues. Presently, the Utilities Department is not provided with a lead position in this series to effectively and appropriately serve in a first line supervisorial capacity . The existing Consumer Service Representative series spans CSR I - III. The Customer Care Lead will provide guidance and supervisorial leadership to create a cohesive team. Exhibit: "A" - Customer Care Lead Class Specification OPEN SESSION AGENDA ITEM 5-11/4--- DATE 1 1-" 13 "� Date Adopted: CITY OF AZUSA CUSTOMER CARE LEAD DEFINITION Under direction of the Customer Care Operations Supervisor, this position works in a lead first level supervision capacity in the front office assisting, coaching, reviewing, and directing Customer Service Representatives in the performance of their duties. Resolves the more difficult customer service problems with a preliminary decision by oral or written communication. Performs related duties as required. CLASS CHARACTERISTICS This single position class reports directly to the Customer Care Operations Supervisor daily for instructions and mutual exchange of operational information and is responsible for directing the front office Customer Service Section.Assist in training experienced and new customer service front office staff and acting as an assistant to the Customer Care Operations Supervisor. The Customer Care Lead will be available in the absence of the Customer Care Operations Supervisor during regular business days and acts in higher during scheduled vacations. ESSENTIAL FUNCTIONS Duties may include, but are not limited to the following: Oversees performance of the staff responsible for providing customer services in the front office and drive- through for observation of problems relating to customers,operations and staff and assists other customer service personnel as needed. Performs complex and difficult clerical duties which require extensive analysis and independent judgment beyond the scope of a Customer Service Representative Ill. Acts as the resource person for the Customer Service Representatives requiring guidance with daily job performance and handling or taking over as the first level of supervisory contact the more difficult customer/billing problems. Monitors transactions between representative and customers in the front office for potential problems and supervisory needs. Monitors incoming ACD call center and directs front office staff to maintain high level of customer service answering of phone calls. Monitors technical systems and work methods daily to assist in determining if changes are required. Assists in the training of experienced and new Customer Service Representatives; monitors Customer Service Representatives in their assigned duties, documenting performance issues. Assists with the scheduling of long term job assignments and reports to Customer Care Operations Supervisor the need for daily staff changes . Prepares and maintains daily and special reports as needed for front office operation. Assists Customer Care Operations Supervisor and other positions with various support assignments. E>f/i'/&T "A " • Lead Customer Care Class Specification Page 2 of 2 Updates Customer Care Operations Supervisor of special projects such as closing refunds,write offs reports or special assignments so they are done timely by staff, making sure that all unusual events are reported as they occur. Performs other job-related duties and responsibilities as required. 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 graduation from high school or GED equivalent and two(2)years journey level Customer Service Representative I l l experience in the City of Azusa or equivalent experience in an Utility agency. (Journey-level customer service representative duties for a utility involve extensive public contact work and first level supervisory experience.) Knowledge, Skills and Abilities Thorough working knowledge of Utility billing procedures and rate structures; utility rates and calculation methodology; principles and practices of supervision; basic computer software programs; basic knowledge of progressive discipline; general principles of basic mathematics as applied to calculation methodology; and report writing. Ability to communicate effectively, clearly and concisely, both orally and in writing; supervisorial, interpersonal and analytical skills. Ability to research and prepare technical reports on a variety of subjects; direct, assign and review the work of others; communicate, understand and follow oral or written directions; work independently; perform advanced principles of mathematical computations; operate a computer accurately and use a variety of computer software; establish and maintain effective working relationships; devise and maintain accurate records; interpret, explain, apply policies and procedures; analyze difficult customer billing issues; perform other duties as required. Special Requirements Possession of or ability to obtain a valid Class C California driver's license and maintain a satisfactory driving record. >o �k7tz> gfiNt zus • RECRUITMENT REQUEST MEMORANDUM TO: Honorable Chair and Members of the Personnel Board FROM: Joseph Hsu, Director of Utilities VIA: Victoria Cross, Director of Human Resources DATE: November 13, 2001 SUBJECT: REQUEST FOR RECRUITMENT - CUSTOMER CARE LEAD The above listed new position key to successful operations of Azusa Light and Water. This position will be primarily responsible for supervising and providing lead oversight of the Customer Service Representative series. A promotional recruitment process is requested to fill this vacancy as soon as possible with the most qualified candidate identified through a testing process. OPEN SESSION AGENDA ITEM DATES._. I1- �3-0� AZUSA PERSONNEL ACTION REPORT NEW HIRE/SEPARATION/RETIREMENT NAME CLASSIFICATION DEPT PROS* HIRE SEPARATION REG* DATE DATED Gina Footdale Police Administrative Service Manager PD 11-6-01 • Dennis Trembley Police Officer PD 11-13-01 • Salvatore Giambruno Accountant FN 11-13-01 PROMOTION/FLEX PROMOTION/DEMOTION/TRANSFER NAME DEPT FROM CLASS TO CLASS DATE None to Report *PROB. =Probationary Status *REG = Regular Appointment CC = City Clerk CD = Community Development CS = Community Services FN = Finance HR = Human Resources LB = Library PD = Police PW = Public Works RD = Redevelopment UTL = Utilities /OPEN SESSION AGENDA ITEM: 4C DATE: 11-13-01 RECRUITMENT PROGRESS REPORT 0/C CLASSIFICATION TYPE OPEN CLOSE CURRENT STATUS #Apps#Accep WRITTEN Part-W Pass-WI Performance Part-PA Pass-PA ORAL INTRV Part-OB EL List 16 0 Administrative Secretary-L&W Open 6-17-01 7-9-2001 Scheduling orals 50 35 August 29 23 7 3 10-23-01 5 5 18 0 Human Resources/Risk Management AnalysOpen 7-9-01 8-9-01 Final filing date exten 60 NA ' 19 0 Community Improvement Inspector Open 7-2-01 7-26-01 Testing material prep 21 , 20 0 Police Lieutenant Open 9-3-01 9-27-01 Waiting-results of Per 7 5 5 10-18-01 5 21 0 Librarian-Youth Services Open `8-19-01 9-6-01 Final filing date exten 5 22 0 Office Specialist I-P/T PT 8-15-01 Open until filled For Senior Ctr/City Cle 35 -C.Cler January 05 23 0 Public Works Director Open 8-01 9-6-01 Scheduling Orals 70 6 I 11-8-01 5 24 0 Reference Librarian-P/T PT 10-18-01 10-25-01 5 NA NA 26 P Police Sergant Prom 9-3-01 9-20-01 Written test 10 10 October 25 10 8 11-15-01 27 P Senior Librarian Prom 10-18-01 10-25-01 Schedule oral 1 0 Meter Reader Open 11-1-01 11-15-01 Accepting applicatio 73 0 Street Maintenance Crew Supervisor Open 11-4-01 11-29-01 Accepting applicatio 1 30 0 Park Maintenance Supervisor Open 11-4-01 11-29-01 Accepting applicatio 1 31 0 Facilities Maintenance Crew Supervisor Open 11-4-01 11-29-01 Accepting applicatio 3 32 . 33 * All announcements sent via:City e-mail;posted throughout the City;City Website;24-hour jo 0 34 ** Rio Hondo College, Fullerton,Orange County Sheriff's Dept, &Golden West 0 ) November 13, 2001