Ombudsman

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Indian River County, Florida - Chamber of Commerce

This position serves as a key member of County Administration reporting to the Assistant County Administrator for Infrastructure & Development Services. Primarily responsible for advising and guiding small businesses and residents in the development review process, including but not limited to, planning and zoning, building and permitting, and public works. Other select projects, as determined by County Administration, such as economic development or affordable, attainable, or essential housing projects. This position will function at a professional level, collaborating with departments, divisions, and stakeholders to assist with identifying areas for improvement, formulating solutions, implementing process improvements, and monitoring and measuring results. This position promotes customer service and requires a strong desire to serve the public in a friendly, enthusiastic, responsive, and professional manner.  Effective communication and collaboration are critical to the success of this position.

• Assists residents and small business owners in navigating the development review process, and accessing services including, but not limited to, land development review, permitting, issues of design professional/contractors, inspections, and use of online permitting software.

• Assists and provides information to customers and permit applicants concerning development and permit requirements and processes, obtains general information from customers regarding permitting needs, assists the public in completing building permit applications; responds to telephone inquiries regarding permits, permit processes, building codes, and other related ordinances and local laws.

• Establishes and maintains effective working relationships with work groups (i.e. development review teams), contractors, developers, architects, engineers, owners, and the general public to provide a high level of customer service.

• Makes recommendations for the development of practical, efficient, and effective solutions to expedite County services. Maps and evaluates development review processes and recommends process improvements to enhance review timeliness and responsiveness to customer.

• Assists in the resolution of customer service issues, either personally, by telephone or in writing. Maintains records and documents customer service issues and resolutions.

• Evaluates and analyzes root causes of customer disputes, collaborates with process owners, identifies corrective measures, and works with management to implement improvements.

• Develops a monitoring system to measure development review timeframes, and monitors and reports performance and customer satisfaction.

• Research and identify best practices and benchmarks performance with peer communities. Works with County Administration and Departments to set review and inspection goals.

• Serves as a liaison between departments, resolves and responds to citizens' concerns and attends professional association meetings at the direction of the Assistant County Administrator.

Education, Training And Experience:

Graduation from an accredited college or university with a bachelor’s degree in public administration, construction management, planning, business administration, or a closely related field of study with six (6) years of experience in land development, building permit or development review, preferably this will include a minimum of three (3) years of supervisory and or administrative experience.

An equivalent combination of education and experience may be considered.

Licenses, Certifications Or Registrations:

• Must possess a valid Florida driver's license. 
• Certification in Lean Six Sigma, Business Process Management, or Project Management is a plus.

Knowledge, Skills, And Abilities:

Knowledge of local and state laws regulating the development of property.

Knowledge of the land development process including, but not limited to, planning and zoning, building and permitting, and other environmental permitting requirements. 

Knowledge of development review and permitting best practices.

Knowledge of local governmental operations, services, and practices.

Ability to evaluate and map business processes.

Ability to evaluate systems and processes, define and analyze problems, identify improvement measures, assist in implementation, and monitor implemented measures.

Ability to research, analyze, interpret, and present complex regulatory information.

Ability to establish and maintain effective working relationships with the County Commissioners, County employees, other governmental agencies, stakeholders, and the public. 

Ability to communicate effectively using verbal, written, and visual communication.

Ability to provide and promote excellent customer service.

Proficient computer skills including Microsoft Office applications, other software applications as required. Visio and Microsoft Project a plus.

EMERGENCY RESPONSE/RECOVERY ACTIVITIES: All employees will be required to work before, during, or after an emergency. During an emergency, employees may temporarily be assigned to work and perform duties outside the normal scope of their position, location and work schedule to fit the needs of the County and its citizens.

This job description is not intended to be and should not be construed as an all-inclusive list of all the responsibilities, skills or working conditions associated with the position.  While it is intended to accurately reflect the position activities and requirements, we reserve the right to modify, add or remove duties and assign other duties as necessary that are a logical assignment to the position.

JOB DESCRIPTION / ADA ACKNOWLEDGEMENT

ATTESTATION 

I understand that a qualified employee or applicant with a disability may be afforded a reasonable accommodation to perform the essential job functions of a position in compliance with the Americans with Disabilities Act.

I have read the job description for the above position and understand the job duties, requirements, and responsibilities for the position. I attest that I am able to perform the essential functions as outlined in the job description either with or without accommodation. I understand that if I require accommodation, I will contact the Human Resources Department to request accommodation.

If I have any questions about the job duties described in the above job description, I should discuss them with my immediate supervisor or a member of the Human Resources staff.

I have discussed any questions I may have had about this job description prior to signing this 
 form.

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Employees Signature                                         Date

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Employees Name (Please Print)                        Employee Number

Salary : $87,159 - $139,454