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HomeMy WebLinkAboutE-3 Staff Report - Council HR Action ItemsCONSENT ITEM E-3 TO: HONORABLE MAYOR AND MEMBERS OF THE CITY COUNCIL VIA: SERGIO GONZALEZ, CITY MANAGER FROM: TALIKA M. JOHNSON, DIRECTOR OF ADMINISTRATIVE SERVICES DATE: FEBRUARY 22, 2022 SUBJECT: HUMAN RESOURCES ACTION ITEMS BACKGROUND: The recommended actions approves Personnel Action Requests reviewed and recommended by the Personnel Board. RECOMMENDATIONS: Staff recommends the City Council take the following actions: 1)Approve the following Personnel Action Requests in accordance with the City of Azusa Civil Service Rules and applicable Memorandum of Understanding(s). 2)Approve a Side Letter of Agreement with the Service Employees International Union relating to acting assignment. ANALYSIS: The Personnel Board reviewed the following recommendations of City Staff and approved the following actions in accordance with the City of Azusa Civil Service Rules: A. MERIT INCREASE(S) AND/OR REGULAR APPOINTMENT(S): DEPT NAME CLASSIFICATION TYPE OF ACTION / EFFECTIVE DATE RANGE/STEP BASE MO. A Utilities Carlos Paredes Apprentice Line Mechanic Merit Increase 01/02/2022 5204/05 $8,853.92 B Utilities Jared Kolbach Apprentice Line Mechanic Merit Increase 01/02/2022 5204/05 $8,853.92 C Utilities Yesenia Paez Senior Management Analyst Reg Appt/Merit Increase 12/28/2021 3306/04 $6,731.51 D Community Resources Stephanie Fultz Recreation Coordinator Reg Appt/Merit Increase 12/28/2021 4151/04 $4,278.54 E Community Resources Genevieve Lira Senior Recreation Leader Reg Appt/Merit Increase 12/28/2021 4180/05 $3,508.03 APPROVED CITY COUNCIL 2/22/2022 Session D was Pulled Human Resources Action Items February 22, 2022 Page 2 B.FLEX STAFFING PROMOTION – The following flex promotions have been requested by the appropriate Department Head pursuant to the Rules of the Civil Service System, Section 3.10.4 Flexible Staffing: C. NEW APPOINTMENT – The following appointments have been requested by the appropriate Department Heads pursuant to the Rules of the Civil Service System, Section 5.7.5 Appointment: D.CLASS SPECIFICATION REVISION – The following job specification has been reviewed and approved by the respective bargaining unit and is being proposed in order to meet the business needs of the Department: CLASSIFICATION BARGAINING GROUP RANGE STEP 1 BASE MO. STEP 5 BASE MO. Field Service Representative IBEW 5184 $6,105.80 $7,421.64 E.CLASSIFICATION TITLE CHANGE – The following classification specifications have been reviewed and approved by the respective bargaining unit and is being made in accordance with the City of Azusa Rules of the Civil Service System, Section 3 Position Classification: CLASSIFICATION BARGAINING GROUP RANGE STEP 1 BASE MO. STEP 5 BASE MO. From: Assistant Director of Utilities - Water Operations To: Assistant General Manager – Water Operations AMMA 3557 $10,216.16 $12,417.92 F Community Resources Angel Mercado Senior Recreation Leader Reg Appt/Merit Increase 12/28/2021 4180/05 $3,508.03 G Police Jeffrey Wold Police Officer Merit Increase 01/26/2022 6101/04 $7,794.99 H Police David Aguilar Police Officer Regular Appointment 12/14/2021 6101/05 $8,189.77 I Administrative Services Bianca Munoz Human Resources Specialist II Merit Increase 12/27/2021 4179/04 $5,763.07 J Administrative Services Jesus Jaimes Junior Accountant Merit Increase 11/04/2021 4179/03 $5,488.63 DEPARTMENT NAME CLASSIFICATION EFFECTIVE DATE RANGE/STEP BASE MO. Utilities Carlos Paredes To: Line Mechanic From: Apprentice Line Mechanic 01/03/2022 5218/04 $9,697.25 Utilities Jared Kolbach To: Line Mechanic From: Apprentice Line Mechanic 01/03/2022 5218/04 $9,697.25 DEPARTMENT NAME CLASSIFICATION EFFECTIVE DATE RANGE/STEP BASE MO. Police Vincent Delgado Police Officer Trainee TBD – Pending Background Results 6184/01 $5,490.84 Police Maria Paulina Ale Community Service Officer- Field TBD – Pending Background Results 9170/01 $4,421.25 Human Resources Action Items February 22, 2022 Page 3 From: Assistant Director of Utilities Electric Operations To: Assistant General Manager – Electric Operations AMMA 3558 $11,594.99 $14,093.78 From: Assistant Director of Utilities – Resource Management To: Assistant General Manager – Resource Management AMMA 3570 $12,754.26 $15,502.88 From: Assistant Director of Utilities – Customer Care and Solutions To: Assistant General Manager – Customer Care and Solutions AMMA 3557 $10,216.16 $12,417.92 F. SEPARATION(S)/RETIREMENT(S) – The following separations are submitted for informational purposes: DEPARTMENT NAME CLASSIFICATION EFFECTIVE DATE Economic & Community Development Elijio Sandoval Planning Technician 02/17/2022 Administrative Services Gilberto Juarez Payroll Specialist 02/17/2022 Utilities John Lyda Field Service Representative 02/10/2022 G. NEW SIDE LETTER FOR SEIU LOCAL 721 MOU – The current Service Employees International Union Local 721 MOU restricts acting assignments to no more than 90 calendar days in any fiscal year. In order to align with current government codes and to better meet business needs, the proposed side letter revises the 90 working days limitation to 960 hours per fiscal year. FISCAL IMPACT: All proposed changes were approved with the FY 2021/22 Adopted Budget and/or are able to be absorbed with anticipated salary savings. Prepared by: Reviewed and Approved: Bianca Muñoz Shivali Mohan Human Resources Specialist II Human Resources Manager Reviewed and Approved: Reviewed and Approved: Talika M. Johnson Sergio Gonzalez Director of Administrative Services City Manager Human Resources Action Items February 22, 2022 Page 4 Attachment: 1.Classification Specification – Field Service Representative 2.Classification Specification – Assistant General Manager – Water Operations 3.Classification Specification – Assistant General Manager – Electric Operations 4.Classification Specification – Assistant General Manager – Resource Management 5.Classification Specification – Assistant General Manager – Customer Care and Solutions 6.Side Letter of Agreement Service Employees International Union Local 721 Date Adopted: 11-02-92 Class Code: 6311 CITY OF AZUSA FIELD SERVICE REPRESENTATIVE DEFINITION Under general supervision, investigates requests for customer service and utility billing complaints; turns on new services and shuts off delinquent and closed accounts; performs related duties as required. ESSENTIAL FUNCTIONS These functions may not be present in all positions in this class. When a position is to be filled, the essential functions will be noted in the announcement of position availability. Receives and investigates customer complaints and requests for services; turns water services on and off; connects and disconnects electric meters. Meets with customers and interprets and explains electric and water utility service policies and procedures; notifies customers when service is to be shut off due to unpaid bills; tactfully responds to citizen inquiries. May read electric and water meters on an assigned route, records readings and makes necessary calculations; checks to determine consistency of meter readings and reports unusual readings to the supervisor; reports violations of rules and regulations governing electric and water consumption and conditions that may necessitate changes in rate or type of meter. Checks to ensure that meters are registered properly and investigates conditions such as inoperative, leaking or defective meters. Resets, reseals meters and installs 120V and 240V electric AMI Meters and may remove AMI Water Meters. Resets and calibrates meters to operate with the AMI Metering System implemented by the department. May assist in training new staff when assigned. 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 equivalent and two years of experience performing work comparable to that of a meter reader in the City of Azusa. Attachment 1 Class Specification Field Service Representative Qualification Guidelines…continued Knowledge and Skill Levels Considerable knowledge of safety precautions for connecting and disconnecting electric meters; geography and street layout in the City of Azusa; city policies and procedures related to utility billing and consumer services; common causes and remedies for consumption problems. Ability to communicate clearly and concisely, both orally and in writing; investigate and determine reasons for unusual electric and water consumption, low water pressure, and other service problems; establish and maintain effective relationships with the community large; understand and carry out written and oral directions; work independently; perform a variety of clerical duties; follow safe work practices and work safely; work outdoors in all types of weather; respond to emergency and problem situations in an effective manner; understand, explain and apply policies and procedures; read meters; perform mathematical computations; follow an assigned meter reading route in a prescribed time period; connect and disconnect electric meters safely. Special Requirements Possession of or ability to obtain a Class C California driver's license and a satisfactory driving record. Page 1 of 3 Date Adopted: 8-21-2000 Revised: 1/25/2022 Range: 2725 FLSA exempt CITY OF AZUSA ASSISTANT GENERAL MANAGER - WATER OPERATIONS DEFINITION Under general direction, plans, organizes, and manages the construction, maintenance and repair of the City's water production and distribution system; develops long range plans to optimize the use of resources to ensure the financial value and operational efficiency of the water systems; develops strategies to enhance the value of the water system and to make the water system a progressive and profitable business; performs related duties as required. CLASS CHARACTERISTICS The Assistant General Manager of Water Operations reports directly to the General Manager. In addition to managing the water division of the department, the Assistant General Manager of Water Operations is responsible for developing and implementing the vision and mission of the water utility system. The incumbent must possess entrepreneur instinct, be a logical thinker that has a broad vision, and the ability to recognize when to be diplomatic or assertive. Knowledge of the politics associated with the water industry and the ability to tactfully and assertively deal with political ramifications and concerns of water users is an important aspect of the Assistant General Manager’s responsibilities. ESSENTIAL FUNCTIONS These functions may not be present in all positions in this class. When a position is to be filled, the essential functions will be noted in the announcement of position availability. Develops long range plans to optimize the use of resources to ensure the financial value and operational efficiency of the water system; develops strategies to enhance the value of the water system and to make the water system a progressive and profitable business; manages, supervises and coordinates goals and objectives as well as policies and procedures necessary to provide assigned Division services; develops new or modified systems, policies and procedures; researches water system problems and prepares a variety of comprehensive reports. Manages and supervises a full program of water system construction, repair and maintenance; coordinates such activities with the Engineering Division; ensures that such activities comply with City standards, goals, policies and procedures. Manages and supervises a full program of water system operations; supervises City sampling activities; ensures that such activities comply with City goals, policies and procedures, as well as local, State and Federal health regulations. Manages and supervises a full program of water meter installation and maintenance; investigates and resolves billing discrepancies; ensures that such activities comply with City goals, policies and procedures. Manages, supervises and participates in the preparation, and conduct of studies, reports and analysis related to the City water system; develops and implements technical models and systems; analyzes and evaluates study results. Participates in the planning and administration of the Water Division’s capital improvement program; supervises engineering work performed by assigned staff; reviews plans and specifications for proposed water system construction and repair; inspects and approves the work of contractors. Class Specification Attachment 2 Page 2 of 3 Assistant General Manager - Water Operations Develops and administers the Water Division budget; directs the forecast of additional funds needed for staffing, equipment, materials and supplies; monitors and approves expenditures; monitors and updates fees and charges for Water Division. Selects, trains, motivates and evaluates staff; prepares and presents employee performance reviews; provides or coordinates staff training; works with employees to correct deficiencies; implements disciplinary procedures; recommends employee terminations; approves time sheets and expense reports. Represents the City in all significant public relations matters related to water distribution and production. 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 college with a bachelors degree in civil engineering, business, environmental engineering, or related field supplemented by specialized training in the construction and maintenance of water production and distribution systems and six years of increasingly responsible water utility operations and maintenance including two years of supervisory experience. Knowledge, Skills and Abilities Extensive knowledge of modern and highly complex principles and practices of water utility operations, construction, repair and maintenance; principles of personnel administration, supervision and training; Local, State and Federal regulations related to water utility operation, construction and maintenance; equipment, tools and materials used in a wide variety of water utility operations, construction and maintenance activities; safety precautions applicable to water utility operations, construction and maintenance activities. Considerable knowledge of principles and practices of budget preparation and administration. Ability to communicate clearly and concisely, both orally and in writing; research and prepare complex reports on a variety of subjects; establish and maintain effective relationships with the community at large, the City Council, and other public officials; plan, direct, and coordinate construction, repair maintenance of water systems; train, supervise and evaluate employees; represent the City in a variety of meetings; make decisions regarding operational and personnel functions; operate programs within allocated amounts; recognize when to be diplomatic or assertive; understand, explain and apply policies and procedures; analyze unusual situations and resolve them through application of management principles and practices; identify methods to maximize service effectiveness and efficiency; deal constructively with conflict and develop effective resolutions; plan and enforce a balanced budget; develop new policies impacting division operations/procedures; interpret financial statements and cost accounting reports; administer contracts and ensure compliance with contract provisions and meet the physical requirements established by the City. Assistant General Manager - Water Operations Class Specification Page 3 of 3 Special Requirements Possession of, or ability to obtain, an appropriate California driver's license and a satisfactory driving record. The following qualifications are preferred: • Possession of or the ability to obtain within one year a Grade V Water Treatment Operator certificate issued by the State of California, Department of Health, or • Possession of a Professional Engineers license in civil engineering, or MBA degree. Adopted: 8/20/2018 Revised: 1/25/2022 Range 3557 Page 1 of 3 CITY OF AZUSA ASSISTANT GENERAL MANAGER- ELECTRIC OPERATIONS DEFINITION Under general direction, plans, organizes, and manages the construction, maintenance and operation of the electric operations division of the Utilities Department; performs related duties as required to ensure the safe and reliable operation and maintenance of the electric distribution system, including substation and electrical line operations and maintenance, construction of system improvements, infrastructure replacement, advanced metering, workforce development and succession planning. 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. Directs through subordinate supervisors, the engineering/planning, construction, maintenance, and repair of the electric distribution system. Evaluates work methods and operations; plans and schedules division activity; prepares estimates and monitors construction, maintenance, and operating costs; evaluates division policies, procedures, and services to determine effectiveness; installs changes to increase effectiveness to meet department objectives. Reviews project plans and drawings with engineering staff and distribution supervisor, makes change recommendations based on field observations and operational problems; inspects field projects in progress and upon completion; provides technical direction, advice and assistance on technical problems. Represents the City in significant public relations matters related to the electric operations division’s planning, design, operation and maintenance functions; coordinates any Joint Pole Authority actions with concerned outside agencies; coordinates and collaborates with interconnected utility in operations, troubleshooting, and system planning. Evaluates service and equipment needs with available service vendors and products; writes or reviews bid specifications; monitors contractor and equipment performance; inspects work in progress to ensure compliance with City specifications. Develops long-range and short-term electric distribution system planning, construction, and maintenance objectives; prepares financial analysis, service objectives, and other reports; develops plans to meet future service needs; prepares Division budget and controls expenditures of allocated funds. Oversees the electric utility’s long range distribution system planning including development of a 5-year system plan. Attachment 3 Assistant General Manager - Electric Operations Class Specification Page 2 of 3 Ensures the high reliability of electric system facilities, consistent with industry standards, and the availability, and efficiency of emergency response and repairs. Responsible for the electric operations division’s compliance with applicable state, federal, or regional policies, regulations and requirements. Receives and investigates citizen complaints and requests; determines and ensures appropriate disposition; monitors work completed in response to concerns forwarded by City Manager or City Council; investigates and reports on matters related to claims made against the City. Selects division employees; plans, organizes, and assigns work; develops and establishes work methods and standards; directs staff training and development; reviews and evaluates employee performance; executes disciplinary action; establishes and implements safety programs and coordinates the training of subordinates. Serves as Acting General Manager, as assigned. Performs related duties as required. CLASS CHARACTERISTICS The Assistant General Manager- Electric Operations reports directly to the General Manager and is responsible for managing the electric operations division of the Utilities department. QUALIFICATION 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 a bachelor's degree in electrical engineering or closely related field and five years of managerial experience in electric utility operations. Graduation from an accredited college/university with an advanced degree in engineering, business, economics or equivalent is desirable. Knowledge and Skills Knowledge of the principles, practices, and techniques of electric distribution system operations, and maintenance, including electrical line and substation operations and maintenance, advanced metering, electrical engineering theory, and a wide variety of field maintenance activities; methods, techniques, and practices employed in electric distribution systems design and construction, including methods, procedures, and materials; cost accounting; supervision and training principles and techniques; budgetary, work planning, and time and material cost estimation techniques. A thorough understanding and knowledge of regulatory compliance requirements including electric distribution system safety, design, operation, and maintenance standards. Ability to communicate clearly and concisely, both orally and in writing; research and prepare complex reports on a variety of subjects; establish and maintain effective Assistant General Manager - Electric Operations Class Specification Page 3 of 3 relationships with the community at large, the City Council, and other public officials; plan, direct, and coordinate electric distribution systems programs and manage a division; select, train, supervise and evaluate employees; represent the City in a variety of meetings; make decisions regarding operational and personnel functions; operate programs within allocated budgets; respond to emergency and problem situations in an effective manner; understand, explain and apply policies and procedures; analyze unusual situations and resolve them through application of management principles and practices; develop comprehensive plans to meet future City needs and services; deal constructively with conflict and develop effective resolutions; plan and enforce a balanced budget; develop new policies impacting department operations and procedures and interpret financial statements and cost accounting reports. 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 Driver License and a satisfactory driving record. Possession or ability to obtain and maintain a valid State of California Registration as Professional Engineer is desirable. Environmental Conditions Work is performed primarily in a standard office setting with some work to be performed at project sites, field work may include exposure to dangerous machinery and high voltage electricity; 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. Adopted 1/16/2018 Revised 1/25/2022 Page 1 of 3 CITY OF AZUSA ASSISTANT GENERAL MANAGER - RESOURCE MANAGEMENT DEFINITION Under general direction, directs and manages activities of the Resource Management business unit; oversees and/or performs a variety of professional duties involving planning, analyzing, forecasting, procuring, negotiating power resource contracts, and administrating of the City’s integrated power resources; scheduling, trading and economic optimization of acquired power resources; ensures regulatory and operational compliance of the business unit; serves as an advisor and technical source to the executive management; performs related duties as required. 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. Assumes full management and oversight responsibility for power supply activities and all associated functions, including power supply budget, integrated power resource planning, negotiation of long term power resource contracts, power/capacity procurement and optimization, power delivery and optimization, and all associated policy and regulatory matters. Oversees existing departmental contracts pertaining to power supply; oversees and/or performs economic analysis of all contracts and programs. Monitors legislative and regulatory developments at the State and Federal levels; provides and implements recommendations to ensure regulatory and operational compliance and to position the utility favorably in the industry. Monitors energy market structural changes; provides and implements necessary organizational changes to position the Department favorably in the marketplace. Oversees Department’s energy trading, resources optimization, scheduling, and accounting activities to ensure cost competitive procurement consistent with Department’s risk management policy. Oversees and participates in the development of the integrated resource plan involving long- term resource portfolio procurement and strategies to ensure long-term economic resource adequacy. Monitors the financial and risk profiles of the Department’s energy trading activities; provides and implements necessary changes to Department’s energy trading activities to ensure compliance with Department’s risk management policy. Recommends and implements Department’s policies with respect to energy resources procurement. Coordinates and participates in preparing short and long term systems forecasts; oversees and/or performs resource studies and analysis using statistical, financial, and economic models. Evaluates the City’s existing resources for cost effectiveness and efficiency; identifies sources and programs to satisfy systems future needs; oversees the development of the annual budget. Attachment 4 Assistant General Manager - Resource Management Class Specification Page 2 of 3 Serves as the liaison with other City departments and outside agencies such as SCPPA, CMUA, CAISO, CEC, FERC, NERC and WECC. Provides support to the General Manager in matters of business strategy and policy formulation or response. Confers with, and coordinates actions, responses and filings with City, FERC, SCPPA and CMUA attorneys. Attends and participates in professional group meetings; maintain awareness of new trends and developments in the field of public utility management; incorporate new developments as appropriate. Prepares Utility Board memoranda and performs Board presentations. Participates in formulating and establishing strategies and processes for regulatory policy development and participation in markets for energy. Negotiates and conducts economic studies related to supply-side proposals, terms and conditions ensuring conformance to City goals and objectives; submits and presents recommendations regarding specific resources and/or programs to be implemented. Negotiates and develops draft contract and/or program documents; reviews final draft with appropriate management and legal counsel; coordinates execution of documents; identifies and initiates revisions to existing documents; interprets provisions to resolve contractual disputes. Performs related duties as required. CLASS CHARACTERISTICS The Assistant General Manager - Resource Management is a single position class assigned to the Utilities Department. Assignments are general and of a recurring nature requiring that the incumbent exercise independent judgment and initiative in performing resource planning such as analyzing, forecasting, planning, procurement and administration of power resources. This position also will be responsible for monitoring and analyzing energy market structural changes, and implementing any necessary changes to position the Department favorably in a highly competitive energy market environment. QUALIFICATION GUIDELINES Education and/or Experience Ten years of progressively responsible professional experience in power resource planning and management, electric systems operations, or electrical engineering in a utility industry and deregulated energy market environment, six of which in a supervisory/administrative capacity. Graduation from an accredited college/university with a bachelor's degree in electrical or mechanical engineering, economics, or a related field. Assistant General Manager - Resource Management Class Specification Page 3 of 3 Knowledge and Skills Knowledge of methods used in forecasting, planning, and economic evaluation of energy resources; understanding of and hands on experience in Integrated Resource Planning process and associated contract development; principles of contract law; power scheduling; accounting principles; negotiation methods, practices, and techniques; electric utility resource portfolio planning and economic optimization; use, capability, characteristics, and limitations of personal computer hardware and software; applicable Federal and State, and ISO operational regulations and requirements; principles and practices of supervision and budgeting. Ability to communicate clearly and concisely, both orally and in writing; research and prepare complex reports on a variety of subjects; establish and maintain effective relationships with the Utility Board, staff, other departments, regulatory agencies the public in general, and entities and agencies that City does business with; perform technical forecasting, planning, supervise, and prepare Integrated Resource Planning documents; organize and plan worth with minimum supervision; represent the City in a variety of meetings; make decisions regarding operational and contractual functions; evaluate and recommend future resource needs; negotiate, prepare, interpret, and maintain resource contracts; understand, explain, and apply policies and procedures; analyze unusual situations and resolve them through application of management principles and practices; develop comprehensive plans to meet future City needs/services; deal constructively with conflict and develop effective resolutions. 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. 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. Revised: 1-16-18 Revised 6-4-18Revised 1-25-22 AMMA Salary Range: 3557 CITY OF AZUSA ASSISTANT GENERAL MANAGER- CUSTOMER CARE AND SOLUTIONS DEFINITION Under administrative direction, plans and directs customer care business functions within the Azusa Light and Water Department, including division information systems, utility billing, lobby services to customers, call center, cashiering, electronic payments, banking, revenue record keeping and reporting, collections, and field services and meter reading, as assigned; develops and implements efficiency improvements using technology, and oversees efforts to improve operating practices and procedures and deliver services to customers; administers various vendor contracts and directs division managers and/or supervisors; from time to time may act as the General Manager . 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 changing business needs and practices. Participates in strategic planning to set goals and objectives for department and develops and under direction implements division goals, objectives, policies, and procedures. Continuously monitors, analyses and improves the effectiveness and efficiency of the division’s business processes and activities. Plans and directs customer care division functions including field services, meter reading, call center, the receipt and processing of customer payments by various methods, computerized billing, special billing, customer records, billing and revenue record keeping, and reporting activities. Ensures the timely and accurate transfer of revenue data to the Department management and City's Finance Department, and responds to City Audits of billing procedures, effective rates, and cash receipts processing. Ensures that regular reports on electric and water sales and associated revenue reports are timely and accurately prepared. Prepares the customer care budget; assists in budget implementation; administers the approved budget; monitors expenditures, purchase order limits, and vendor billing. Oversees payments processing, both electronic and cash, including daily deposits report, to ensure reconciliation with utility billing accounts receivables, and reports same to the Light and Water and Finance Departments to permit reconciliation with bank statements. Reviews and authorizes unusual and complex billing corrections and adjustments in accordance with Department rules and regulations; as necessary, oversees and negotiates the collection and issuance of final and overdue bills, deposits, charges, and refunds. Reviews billing procedures and customer service practices to implement utility rate changes, Attachment 5 Assistant General Manager – Customer Care and Solutions Class Specification determines effectiveness of operations, and makes necessary changes to provide efficient service to customers. Evaluates, recommends, oversees, and monitors the implementation of new value-added technology in the areas of meter reading, field services, utility billing and customer services, may administer technical service contracts for advanced metering technology, network services, meter data management system, call management and outage management systems. Confers with superiors regarding policies and organizational problems that may impede delivery of services; provides assistance to the public and resolves the most difficult customer service complaints. Participates in the hiring process for new Division employees; develops and establishes work methods and standards; conducts or directs staff training and development; reviews and evaluates employee performance; initiates disciplinary actions. Collaborates with Department management on operating budget preparation, financial reporting, miscellaneous rate adjustments, cost of service studies, bond financings' and disclosure reporting. · Coaches, manages and supervises direct reports to ensure and/or improve operational performance; reviews and approves leave time and overtime; oversees the preparation of timesheets. Researches and prepares technical and administrative reports; prepares written correspondence. Maintains awareness and compliance with laws and regulations affecting customer service. Represents the department and division to outside agencies and organizations; participates in outside community and professional groups and committees; provides technical assistance as necessary. Performs related duties as required. CLASS CHARACTERISTICS This single position class reports directly to the General Manager and the incumbent is responsible for assisting with the management of the Department by researching and developing plans and contracts to implement department-wide technology, i.e., Advanced Metering Infrastructure (AMI), and by directing customer care division. Position may participate in cost of service studies, utility rate redesign and implementation, and bond financings as necessary. QUALIFICATION GUIDELINES Education and/or Experience A bachelor's degree in business administration, accounting, finance, computer science, or closely related field; and six years of increasingly responsible experience in billing and customer service appropriate to the level of this position; including at least two years in a Assistant General Manager – Customer Care and Solutions Class Specification supervisory capacity is required for this position. Master’s degree in Business is highly desirable. Knowledge and Skills Knowledge of utility customer service functions; budgeting, accounting, and financial management; principles and practices of automating business processes using electronic computer systems and applications; contract administration and computerized billing and record keeping techniques; principles and practices of cost accounting, and office administration; principles and practices of supervision, experienced in word processing and spreadsheet applications; auditing procedures; metering infrastructure; wireless networks and meter data management technologies and applications; utility energy management and conservation programs; pertinent local, State, and Federal rules, regulations, and laws. Ability to communicate clearly and concisely, both orally and in writing; research and prepare complex reports on a variety of subjects; recognize when to be diplomatic or assertive; deal diplomatically and professionally with a wide variety of individuals and groups; act as an effective conduit between the Utilities Department, other City Departments and existing/potential customers; plan, direct, and coordinate implementation of new business applications and information systems, including enhancements and integration of multiple systems, including meter data management system, customer information system, utility payment systems and applications, call management system, outage management system, and web portals for customers; monitor and evaluate service delivery and program performance according to established goals and objectives; respond to public inquiries, complaints and requests from the community in a tactful and effective manner; formulate strategies and working protocols to represent the City's best economic interest; select, train, supervise and evaluate employees; represent the City in a variety of meetings; make decisions regarding operational and personnel functions; operate programs within allocated resources; respond to emergency and problem situations in an effective manner; understand, explain and apply policies and procedures; analyze unusual situations and resolve them through application of management principles and practices; analyze and interpret financial and accounting records; deal constructively with conflict and develop effective resolutions; prepare financial statements and analysis; develop new policies impacting department operations/procedures; develop systematic educational and promotional programs and develop value added customer services or products. 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 Driver's License and a satisfactory driving record. 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, Assistant General Manager – Customer Care and Solutions Class Specification 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. SIDE LETTER OF AGREEMENT BETWEEN CITY OF AZUSA AND THE SERVICE EMPLOYEES INTERNATIONAL UNION LOCAL 721 This Side Letter of Agreement (“Agreement”) between the City of Azusa (“City”) and the Service Employees International Union Local 721 (“Association”) (collectively “Parties”) is entered into with respect to the following: WHEREAS, the Parties have a Memorandum of Understanding (“MOU”) that commenced on July 1, 2020 and is set to expire on June 30, 2024; and WHEREAS, Section 12.1.3 Restriction of the MOU currently restricts an acting assignment to no more than ninety (90) calendar days in any fiscal year; and WHEREAS, On December 7, 2021 and December 13, 2021 staff requested of the Azusa Personnel Board and City Council, respectively, to update Civil Service Rule 4.2.9 Acting Pay and Rule 5.7.6 Provisional Appointments limits for such assignments from allowing a maximum of 90 working days in any fiscal year to 960 hours per fiscal year (which provides a clearer definition) in order to align with current government codes and to better meet business needs; and WHEREAS, on January 6, 2022 the Association and the City agreed through a meet and confer process that the ninety (90) calendar day restriction should be revised also to align with current government codes and to better meet business needs. LET IT BE RESOLVED, that retroactive to January 7, 2022 MOU section 12.1.3 Restriction be revised in totality to read as follows: An employee, or combination of employees, shall not continue acting in a higher classification, while retaining their existing classification, for more than 960 hours in any fiscal year. Executed this ____ day of __________, 2022. CITY OF AZUSA: SEIU LOCAL 721: ______________________________ ___________________________________ Sergio Gonzalez, City Manager Steve Koffroth, SEIU 721 Chief Negotiator APPROVED AS TO FORM: ATTEST: ______________________________ ____________________________________ Marco Martinez, Best, Best & Krieger Jeffrey Lawrence Cornejo, Jr. City Clerk Attachment 6