Mini City Hall Coordinator (part-time)

The City of Bellevue Mini City Hall is seeking a dynamic and highly skilled coordinator to join our team to serve a diverse community. First opened in 1996 to provide access for Bellevue residents for information and connection to city services in the community, Mini City Hall at Crossroads Shopping Center has become known for providing culturally appropriate, linguistically inclusive information and referral services for Bellevue residents. In 2024, Mini City Hall was able to expand to a bigger facility and host more community partnerships on-site. On an average year, Mini City Hall served more than 20,000 visitors and handled more than 40,000 requests. Mini City Hall provides residents connection to city services and community partnerships addressing needs for human services, healthcare, tax help, ESL and citizenship classes etc. 

Mini City Hall is open Monday to Saturday,10am-6pm. This is a part-time position and it is anticipated to be up to about 20 hours per week. Hours may vary depending on operation needs, which may include working on Saturdays. 

Work Relationships and Supervision Received/Exercised

• This position reports to the Mini City Hall Community Service Supervisor in the Neighborhood Service division which is part of the Community Development Department
• No formal staff supervisory responsibilities; however, this position will maintain general facility administrative responsibilities when supervisor is out of the office 
• May provide orientation and training to new staff or volunteers 
• An incumbent handles most assignments independently, referring only those that are unique, unprecedented, or controversial to higher management authority

Customer Service

• Provide exceptional in-person, over the telephone, and through e-mail customer service to the public on a wide range of topics and issues, take accountability for follow-through with customer to bring closure to requests, service issues, or problems.
• Research and communicate accurate information concerning programs, services, process, policies and procedures to customers; ability to respond to customers tactfully and courteously.
• Maintain a positive attitude and provide a welcoming space for those who are seeking information and assistance
• Serve an extremely diverse client base, often assist vulnerable population with language and/or cultural barriers, socioeconomic disadvantaged groups or people with disabilities.
• Act as a problem identification and resolution resource, answer questions, provide guidance, troubleshoot, may coordinate or act as liaison between departments as required to facilitate problem resolution.
• Process City utility and pet license payments, perform cashiering duties in accordance with established policies and auditing requirements by operating payment systems, cash drawer, and credit card machines; reconcile transactions and resolve out-of-balance conditions; process transaction in a manner that results in a complete and evident audit trail; and prepare comprehensive and accurate documentation of all transactions and adjustments.
• Track number and nature of customer visits on computer tracking system accurately and consistently.
• Possess solid knowledge about city program and service information and community resources.
• Promote a positive public image of the City, adopt program guidelines and city policies to varied situations with discretion and discernment.
• Contribute to ongoing process improvements and service delivery by providing input on methods that will enhance the customer service mission of the City, recommends changes to procedures for the efficient functioning of Mini City Hall operation.
• Provide training in customer service practices and techniques to other staff and volunteers as needed.

Administrative Support

• Use and analyze information and provide reports on customer service responsiveness, volumes, and trend by maintaining integrity of systems and databases that capture relevant customer service data; coordinating with staff and partnership agencies in collecting data; evaluate information generated to identify trends or problems; recommend solutions to ensure service responsiveness; and perform other miscellaneous data entry, data retrieval, and computer operations.
• Create a variety of written materials such as marketing materials displayed outside of Mini City Hall in addition to forms, correspondence, tables, calendars, manuals, articles, lists, invoices, charts, reports, records, schedules, templates, and other documents of similar complexity.
• Maintain inventory system, order office supplies, display materials, order brochures, flyers and community materials, maintain a welcoming and attractive display at the facility.
• Write articles to promote Mini City Hall and partnerships with other community organizations.
• Collate and assemble documents; attend meetings and take/distribute minutes; schedule appointments and maintain team calendar.

• Update and maintain Mini City Hall pages on city website.

Community Outreach and Special Projects

• Contribute to the overall success of the Neighborhood Services Division, attend meetings, team building exercises, and discussions to improve programs and service delivery.
• Take initiative and assume responsibility for special projects as assigned by manager, identify resource needs, develop an action plan, and process for achieving objectives. Project may be conducted independently or within a team where leadership must be exercised.
• Represent Mini City Hall in community events and other gatherings.
• Conduct short presentation to groups or site visits to a wide range of audiences such as neighborhood associations, partnership agencies and volunteers about Mini City Hall.

Knowledge, Abilities, and Competencies

• Ability to effectively build trust with a diverse background of stakeholders such as seniors, people with disabilities, and immigrants over the phone or virtually when in-person services are not available, strong active listening and crisis management skills, ability to relate and show empathy to customers experiencing hardship, at the same time remain calm and centered to find solutions  
• High level of knowledge about social service programs available in the community, ability to navigate various systems to assist clients, especially those who are socioeconomically disadvantaged
• Ability to conduct effective outreach to various community organizations and possess strong networking skills to connect with Mini City Hall partnership agency staff, and social service providers
• Ability to work in a fast-paced, high-pressure, high people-contact environment  
• Highly skilled in problem solving, ability to research difficult, sometimes controversial questions and inquiries
• Ability to exercise sound judgement, discretion, discernment in ambiguous and sensitive situations
• Ability to work well within a team as well as independently
• Strong skills in oral or written communication, ability to produce quick promotional materials such as a short article for a newsletter, a flyer or a short presentation for an event
• Ability to apply a variety of established procedures and policies to the solution of problems in the decision-making process, provide answers to problems that may not always be obvious, involving the need for resourcefulness in decision-making
• Proficiency with technology particularly with business systems (e.g., customer information tracking/billing systems) and all Microsoft Office computer applications especially Word and Excel, ability and experience working with customers over the phone, deliver high quality of customer service using a wide range of virtual tools 

Education and Experience

• Graduation from an accredited four-year college or university with a degree in relevant fields, such as social work, public relations, public administration, or marketing/ communications
• Three or more years of professional related experience in a frontline service delivery environment where it was necessary to display a positive attitude, friendly demeanor, and follow through on commitments to customers
• Or any equivalent combination of education, experience, and training that provides the required knowledge, skills, and abilities
• Experience preparing and delivering small-scale group presentations as well as training
• Multilingual skills preferred

Work Environment/Physical Demands:

• Mini City Hall is open six days a week, 10am-6pm, work is performed at the Crossroads Shopping Center where Mini City Hall is located 
• Occasional travel to/from meetings at City Hall or other events as required
• Work involves talking, hearing, using hands to handle, feel or operate objects, tools, or controls, and reaching with hands and arms. 
• The employee may be required to push, pull, lift, and/or carry up to 20 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• The noise level in the work environment is usually moderately high
• The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this position or that an employee encounters while performing the essential functions of this position. 

Definition of a Part-time Employee:

• Will clearly average 28 hours per week or less
• Note: Will be considered full-time and eligible for medical coverage if hours average 30 hours per week or more over a 12-month measurement period (or 130 hours per month)

Salary : $32 - $44