What are the responsibilities and job description for the 311 Coordinator position at The City of Elkhart?
CITY OF ELKHART – JOB DESCRIPTION
DEPARTMENT
Mayor
POSITION
311 Coordinator
DIVISION
Mayor’s Office
STATUS
Full-time
CATEGORY
Salaried, up to: $60,600
FLSA
Exempt
REPORTS TO
Chief of Staff
DATE
2025
JOB SUMMARY
The 311 Coordinator will oversee the day-to-day use of the 311 platform and serve as administrator of the 311 software. They will develop and maintain 311 operational guidelines and procedures, train internal users, encourage use of the 311 platform, and compile monthly reports of 311 call volume and resolutions. They will receive and log 311 calls and refer issues to the appropriate city department for resolution. They will track issues to resolution and ensure matters are addressed in a positive and timely manner. They will perform other duties as assigned.
PRINCIPAL DUTIES AND RESPONSIBILITIES
- Oversee the day-to-day use of the 311 platform and serve as administrator of the 311 software.
- Develop and conduct training on the 311 platform for internal users.
- Receive 311 calls during business hours and log them into the system.
- Engage residents to identify concerns, complaints, and opportunities to get involved.
- Share city news and upcoming events through the app.
- Monitor the status of requests and identify any aged or unassigned items for follow-up to ensure proper resolution and customer satisfaction.
- Run monthly 311 reports and identify trends that will inform decisions like resource allocation, opportunities and risks.
- Recommend department operational changes and educational opportunities to address common requests or areas of concern.
- Encourage use of 311
- Organize pop-up events and attend existing events and community meetings to make presentations, answer questions and train constituents to utilize and download the 311 app.
- Work with city staff to arrange events sponsored by the Mayor’s Office i.e., community meetings, State of the City, National Night Out, press conferences, etc.
- Regularly update and maintain the City’s Resource Guide, which is used to share relevant nonprofit and community services or resources with constituents.
- Provide backup administrative assistance in the Mayor’s Office.
- Other duties and responsibilities as assigned
OTHER DUTIES AND RESPONSIBILITIES
- Promotes best practices in all aspects of overseeing the 311 platform.
- Manages time effectively and works with a minimum of supervision.
- Performs duties and utilizes resources in a cost-effective manner.
- Trains new staff members in office practices and procedures, as needed.
- Performs other duties as assigned.
EDUCATION AND EXPERIENCE
- College degree preferred or applicable governmental administration experience.
- Must have a valid driver’s license.
KNOWLEDGE, SKILLS, AND ABILITIES
- Should possess a general knowledge of local government operations.
- Ability to adapt to constant changes as city business operations are usually in a state of continual change.
- Requires flexibility and a level-headed disposition.
- Ability to deal courteously, effectively and efficiently with concerns of the public.
- Ability to interact with a diverse range of people and personalities.
- Ability to deal tactfully with the public when handling citizen complaints.
- A high degree of trust and loyalty is required.
- Ability to manage time with little supervision.
- Ability to deal effectively with City personnel.
- Knowledge of governmental rules and regulations.
- The ability to communicate effectively both orally and in writing.
- Ability to work independently.
- Ability to work with confidential matters.
- Bilingual (Spanish) strongly preferred
- Familiarity with Elkhart strongly preferred
PHYSICAL, MENTAL, AND VISUAL SKILLS
- Ability to work in an office environment with or without accommodations or modifications.
- Ability to reason logically to plan and organize; gather, analyze and evaluate data.
WORKING CONDITIONS
- Main duties are performed in the office during normal business hours; however, some evening and weekends hours may be necessary. May require off-site visits, trainings or long-distance travel.
POST OFFER TESTING REQUIRED
- The City of Elkhart is a Drug Free Workplace. Therefore, successfully passing a post offer drug screen is required (random drug testing may be conducted after employment).
- Background checks producing acceptable BMV and criminal history reports required.
POLICY STATEMENT
- The incumbent is required to possess the knowledge, skills, and abilities, and the physical, mental, and visual skills described in this job description to perform the principal duties, responsibilities and essential job functions.
- This job description is intended to describe the general nature and level of work being performed by the incumbent. Principal duties and responsibilities are intended to describe those functions that are essential to the performance of this job and “other” duties and responsibilities include those that are considered incidental or secondary to the overall purpose of this job.
- This job description does not state or imply that the above are the only duties and responsibilities assigned to this position. Employee holding this position will be required to perform any other job-related duties as requested by the Mayor. All requirements are subject to possible modification to reasonably accommodate individuals with a disability.
Salary : $60,600
