Neighborhood Services Manager

Summary of Duties: Oversee the development and delivery of community education programs and materials related to Township services and events. Provide outreach to residents regarding various services and public education initiatives that inform them about public safety and Township programs while fostering positive relationships with both residents and local organizations.

This role will also directly oversee the operations and employees in the Neighborhood Services Division, Resident Care Center, and Mailroom division.

Essential Employee Responsibilities: During emergency conditions, subject to being called to work in the event of a disaster, such as a hurricane, or other emergency situation and are expected to perform emergency service duties, as assigned.

Essential Duties and Responsibilities:

• Implement community outreach programs to educate residents on Township services and initiatives.
• Prepare, oversee, and organize the creation of educational materials-articles, publicity, social media, displays, programs, events, and services.
• Manage the day-to-day operation of the Town Hall reception areas with a focus on customer service to visitors.
• Collaborate with Director of Customer Engagement to determine, assess, and report on resident care metrics such as call and walk-in volumes and primary categories of concern/questions.
• Assist residents with issues or concerns and work towards solutions, while providing a positive customer service experience.
• Responsible for dissemination of important Township or community information to front facing staff in timely manner to assist residents.
• Oversee streetlights - assess current outages, monitor progress, and report high priority issues
• Develop and oversee programs and services related to Neighborhood Watch and National Night Out.
• Respond to resident requests for community information or services.
• Research, develop and oversee implementation of public safety educational outreach programs and services related to the Township.
• Collaborate with and utilize community resources to increase awareness of personal and property safety recommendations.
• Supervise, train, and develop staff.
• Develop an annual divisional budget; monitor and manage division expenditures.
• Raise funds and solicit sponsorships and in-kind support to enhance events, programs, and other types of outreaches.
• Develop and maintain relationships with public safety agencies to provide efficient educational programs and services.
• Represent the Township at community, county, regional and statewide meetings related to core Neighborhood Services functions.
• Attend meetings and make reports to the Board of Directors, Village Associations, and other community groups as needed/directed.
• Represent the Township to the public and media in matters related to the Neighborhood Services vision, upon approval of the Director of Communications.
• Analyze data, prepare, and submit reports. Prepare written correspondence. Make presentations to boards, committees, and community groups.
• Evaluate the effectiveness of neighborhood services education programs, services, and events and make recommendations for improvements.
• Oversee production mailroom operations and provide direction to mail services staff to monitor the flow of incoming and outgoing mail and packages.
• Prepare reports for postage usage and departmental billings.
• Ensure postage and mailroom equipment and supplies are maintained according to department standards.
• May be required to work special events on nights, weekends and/or holidays.
• Perform other duties as assigned.

Supervisory Responsibilities: Directly supervise employees in the Neighborhood Services Division and Resident Care Center. Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include providing input on hiring/disciplinary actions and work objectives/effectiveness, performance evaluations, and realigning work as needed.

Work performed by those being supervised is semi-complex.

Minimum Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. 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: Bachelor's Degree from a college or university.

Experience: Three (3) to five (5) years of related experience and/or training or equivalent combination of education and experience to include professional experience with communities and/or customer service. Three (3) years supervisory experience. Knowledge of local, state, and federal laws and regulations relevant to the departments responsibilities. Knowledge of public administration and management principles and practices. Work requires broad knowledge in a general professional or technical field.

Licenses and Certifications:

• Must possess a Texas drivers license within the first ninety (90) days of employment and meet the driver safety policy requirements.

Language Skills: Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Have the ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to write speeches and articles for publication that conform to prescribed style and format. Have the ability to effectively present information to top management, public groups, and/or boards of directors.

Mathematical Skills: Have the ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Have the ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Reasoning Ability: Ability to define problems, collect data, establish facts, and draw valid conclusions. Have the ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Human Collaboration Skills: Recommendations regarding policy development and implementation are made and/or recommended. Evaluates customer satisfaction, develops cooperative associations, and utilizes resources to continuously improve customer satisfaction.

The likely impact on the organization is high.

Freedom to Act: Receives Limited Direction: The employee performs the duty assignment according to his or her own judgment, requesting supervisory assistance only when necessary. Special projects are managed with little oversight and assignments may be reviewed upon completion. Performance reviewed periodically.

The impact of action is moderate: Moderate benefits or costs in time, money, or public/employee relations.

Technical Skills: Skilled: Work requires practical knowledge of a technical field with use of analytical judgment and decision-making abilities appropriate to the work environment of the organization.

The consequences of work affect large groups as well as the customer base at large.

Budget Responsibility: Oversee budget preparation of a division budget. Reviews and approves expenditures of significant budgeted funds for the department or does research and prepares recommendation for organization-wide budget expenditures.

The size of the budget is moderate.

Other Skills and Abilities: General knowledge of community resources in The Woodlands. Have the ability to work flexible hours including evenings and weekends depending on the programs. Excellent customer service and organizational and interpersonal skills are essential.

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 regularly required to sit. The employee frequently is required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee must regularly lift and/or move up to 10 pounds and frequently lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Work Conditions: The work environment characteristics described herein are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Satisfactory: Occasional exposure to unpleasant environmental conditions and/or hazards.

Occasional physical effort is required.

While performing the duties of this job, the employee is frequently exposed to outside weather conditions.

The noise level in the work environment is usually moderate.

Safety-Sensitive: This position is a safety sensitive position and is subject to random drug testing.