Job Details

311 Program Manager (Manager I) - Open Continuous

City of Portland, Portland, OR

Job - Government

Close Date: 09/16/2019

The City of Portland, Office of Community & Civic Life, is seeking a Citywide 311 Program Manager.

This senior leadership position joins the Office of Community & Civic Life at an exciting and dynamic time of change for the bureau and City. This position will implement and directly manage a new Citywide 311 Program within the City of Portland, based on the vision established in the 311 Implementation Plan. The Citywide 311 Program will provide a single point of contact for community members – including residents, business owners and visitors – to access City government and the services it provides.

The program's purpose is to simplify and ensure equitable access to services for community members by serving as a welcoming and knowledgeable front door for both the City and the County government.

The 311 Program will also provide valuable data and insights into the community's needs and interests, allowing Bureaus and City Council to make more informed service and communication decisions. Given the diverse nature of the Portland community, and the City's commitment to equity for under-served and under-represented communities, the 311 Program Manager must be able to cultivate an organization and workplace that is welcoming, inclusive and aims to increase equitable access and provision of City services.

The position:
• Provides leadership and strategic direction for the Citywide 311 Program.
• Directs, manages and coordinates the daily operations and activities of the City's 311 organizational unit, eventually to include fifteen or more staff.
• Develops and manages a multicultural team that applies a racial and social justice analysis and delivers equitable outcomes in program services.
• Fosters a workplace that attracts and retains diverse, customer service-oriented staff.
• Develops and administers strategies, policies, procedures, and initiatives to achieve the Citywide 311 Program's goals in a cost-effective manner.
• Oversees the program's implementation of software tools to manage customer contacts and requests, track program performance, and communicate with City service providers.
• Develops and cultivates relationships with City executive leadership and elected officials, program staff, and community partners to ensure high-quality delivery of services.
• Institute policies and processes to monitor and continuously improve program operations and customer service delivery on behalf of, and in collaboration with, customers and partner bureaus/agencies.
• Provides reports, data, and other assistance to Bureau Directors and City Council to assist in decisions about City service delivery and outreach.
• Represents the Citywide 311 Program to the public, City officials, regional service partners, and other 311 programs nationwide.
• Operationalizes contemporary issues related to issues of race, migration, disability and other equity dimensions to customer service delivery and program development.
• Works with the director and leadership team to implement the bureau's strategic goals and intersectional equity efforts.
• Works with the director and leadership team to address complex community, bureau and citywide issues and goals.

The City of Portland is committed to offering medical, dental, vision, basic life, and long-term disability coverage that provides quality care, support and value to eligible employees and their family members. Additional benefits such as flexible spending accounts, supplemental life insurance and employee assistance program coverage are available to ensure employees have the appropriate tools to safeguard themselves and their family. The City of Portland participates in PERS, the Oregon Public Employee Retirement System. For more information on the City of Portland's benefits please click Benefits Information | The City of Portland, Oregon.
To Qualify
The following minimum qualifications are required for this position:
Well-rounded manager with thorough knowledge and demonstrated track record of the principles and practices of leadership, operational and strategic planning, change management, business communication, public administration, research and evaluation, budget preparation and administration, and fields related to the mission of the Office of Community & Civic Life.
Ability to build and champion a team, workplace culture and service delivery model that prioritizes community experience and equitable access to City information and services.
Demonstrated track record of recruiting, supervising, training, evaluating, providing guidance, and leading diverse teams.
Demonstrated track record collaborating with communities of color and people traditionally under-served or under-represented in decision-making or municipal services and facilitating inclusive participation in programs and service delivery.
Ability to establish and maintain highly effective working relationships with City Council, Bureau Directors and staff, representatives of other public agencies, and the public, and to demonstrate tact, diplomacy, and patience, and gain cooperation through discussion and collaboration.
Demonstrated ability to understanding and applying program- and institutional-level performance management and applying findings to continuously improve program operations and service delivery.
Demonstrated ability to work independently, with minimal supervision, and exercise the sound judgment and initiative necessary to manage and grow a new citywide program.
Other qualifications preferred:
Bilingual in English and any of the City's nine harbor languages (Spanish, Vietnamese, Chinese, Russian, Romanian, Ukrainian, Japanese, Somali, Arabic, Laotian)

Complete details: