311 Case Manager

SALARY: Up to $55,893 annually

SUMMARY The Case Manager position is a member of the Customer Service Division in the Department of Innovation & Technology. This is an innovative new role within the City of South Bend?s 311 Customer Service model and is a proactive, capable communicator and dedicated to continuous improvement. While 311 Liaisons are responsive to calls and typically only solve one problem at a time as quickly as possible, Case Managers are a compliment to the liaison team. When a resident is new to the City, or has more complex needs, Case Management support will be offered to them so they can have wrap-around, personalized support. Case Managers are the more proactive, more personal counterpart to the 311 Liaison team. Each Case Manager will specialize in some administration of cross-departmental services associated with resident needs. The Case Manager position is in the City?s Department of Innovation and Technology (I&T). I&T is an award-winning, nationally recognized government technology team. The Case Manager is an important role who will help forward the Department and the City?s vision for a welcoming, userfriendly city. Candidates that thrive on this team have a good attitude, a customer service mindset, and a love of learning.

As a leader and employee of the City of South Bend, you are called upon to serve in a manner that supports Our Core Values: Excellence, Accountability, Innovation, Inclusion, and Empowerment as you carry out our primary employee expectations: Champion Values & Organizational Pride, Champion Operational Excellence, Make Sound Decisions, Embrace Coaching and Accountability, Communicate with Excellence, Value Diverse People and Perspectives, Embrace Personal Development, Exhibit a Positive Attitude and Own Your Health, Wellness & Safety

SUPERVISION EXERCISED None.

ESSENTIAL DUTIES AND RESPONSIBILITIES This list represents the types of duties required by the position. Other duties may be assigned as reasonably expected.

• Schedule appointments with residents or prospective residents in their specialization area who seek sustained and engaged service and personalized follow-up communication.
• Track customers? information, requests, and data in CRM and other City systems
• Develop and improve standard operating procedures for combining and deploying many cross-departmental services and informational referrals at once
• As needed, collaborate and advise on City projects relevant to their customer specializations
• Dedicate time to quality control engagement and research, following up with low rated 311 calls and collecting feedback on city improvement
• Lead small customer success and innovation projects as directed by the Director
• Test new relevant programming to their specialization area
• Engage with events and partners associated with their specialization area
• Perform normal 311 tasks as needed by the Team.

NON-ESSENTIAL DUTIES AND RESPONSIBILITIES Answers phones, assists customers, and performs other duties as required.

QUALIFICATIONS To perform this position successfully, an individual must be able to perform each essential duty in a satisfactory manner. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND/OR EXPERIENCE

• Bachelor?s degree or advanced education preferred, but not required
• 2-5 years of call center experience, social work experience, or non-profit administration experience
• Proficiency in Microsoft Office Suite, Sharepoint, and Outlook Calendar
• Excellent written and verbal communication skills

KNOWLEDGE, SKILLS AND ABILITIES PREFERRED

• Interest in cultivating more skills in technology, digital communications, and humancentered design preferred
• Attention to detail and thorough work ethic around follow-up, communication, and documentation preferred
• Business process improvement experience
• Experience in customer service settings/systems or social work settings/systems preferred

CERTIFICATES None.

LICENSES, REGISTRATIONS ? Valid Driver?s License.

EQUIPMENT Desktop computer or laptop, telephone, fax, copy machine, scanner.

PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit and walk, and talk or hear. The employee is occasionally required to walk; use hands to fingers, handle or feel objects, tools or controls; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required in this job include vision and the ability to adjust focus.

WORK ENVIRONMENT Work is performed in an office setting with moderate inside temperatures. The noise level in the work environment is usually quiet to moderate in the office. Entire office is smoke free ? While 311 Liaisons are responsive to calls and typically only solve one problem at a time as quickly as possible, Case Managers are the opposite. When a resident needs a lot of services or information at once, Case Management support will be offered to them so they can have wrap-around, personalized support. Case Manager are the more proactive, more personal counterpart to the 311 Liaison team. Each Case Manager will specialize in some collection of cross-departmental services associated with resident needs.

• Hosting a New Resident Drop-in Information Session at the Customer Service Center.
• Fill- in on 311 tasks as needed
• Skills
  • Customer Communication and management skills
  • Knowledge of City systems and processes
  • Knowledge of other external resources for residents
  • Creative, innovative
  • Tasks
    • Staff the front desk of City Hall, welcome residents
    • Help with misc. continuous improvement and maintenance work with COSB Customer Service Center
    • Skills
      • MSFT Suite - particularly schedule, booking, calendar, email
      • Great communication and customer service presence
      • Organization

Required:

Pre-employment drug screen, Background check

Equal Employment Opportunity