REPRESENTATIVE CITIZENS COMPLAINTS
Representative Citizens Complaints sits in the competitive class of New Jersey's local-government civil service, so reaching it runs through testing and an eligible list instead of a straight hire.
It asks for 1 year of relevant experience.
How to apply
This title is filled by competitive examination.
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Representative Citizens Complaints is a local service title. It is filled by the counties, municipalities, authorities and other employers that have adopted civil service under Title 11A, not by State departments. Those employers set pay by ordinance or contract rather than from a State salary schedule, which is why most local titles carry no salary range here.
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Official job specification
The text below is the official specification published by the New Jersey Civil Service Commission. The plain-language summary and analysis above are derived from it by NJ Civil Service Navigator. Source: the official specification page at NJ CSC.
Definition
Under direction, performs work involved in resolving citizens' complaints and problems against public and private agencies; does other related duties as required.
Examples of work
- Receives, reviews, and records citizens' complaints and problems.
- Refers same to the appropriate public or private agency for investigation and resolution.
- Requests complete, thorough investigation where numerous complaints have been received involving the same agency.
- Prepares reports indicating nature and other characteristics of complaints to ascertain if there is a discernable pattern regarding such complaints.
- Follows through on complaints or problems which have not been acted on by the agency to which referred.
- Reviews prior complaints to ascertain whether a recurrence or regular pattern of the complaint exists.
- May perform field work to confirm and clarify the nature of the complaint or problem.
- Interviews people in the field or in the office to elicit information concerning the problem or grievance.
- May meet with complainant and agency representative to resolve or mediate the problem or grievance.
- In the field, makes visual inspection and gathers factual information concerning citizens' complaints, and gives testimony in court regarding observations.
- May attend meetings with citizen groups and municipal, county, federal, and private agency officials to discuss goals and scope of the program, problems relating to the program, and methods of better cooperation and communication among said bodies.
- Attends and speaks at public meeting to explain the program and to elicit views concerning social problems affecting the community.
- Initiates various self-help campaigns and may arrange for publicity for these campaigns.
- May assist in organizing community groups so as to bring problems to the attention of local officials.
- Prepares comprehensive reports.
- Prepares correspondence.
- Maintains records and files.
- Will be required to learn to utilize various types of electronic and/or manual recording and information systems used by the agency, office, or related units.
Experience
One (1) year of experience in interviewing and eliciting information from persons, assisting them in completing forms and/or verifying information obtained, and/or in investigating and making determinations or recommendations pertaining to such matters as eligibility or qualification of applicants for insurance, credit, entitlement to cash awards or financial benefits, employment, financial loans, or the adjustment and settlement of insurance claims.
License
Appointees will be required to possess a driver's license valid in New Jersey only if the operation of a vehicle, rather than employee mobility, is necessary to perform essential duties of the position.
Knowledge, skills and abilities
- Knowledge of problems involved in maintaining harmony among all groups of people.
- Knowledge of functions, responsibility, and organization of local government.
- Knowledge of state, county, public, and private resources in a community.
- Knowledge of methods most likely to be effective in securing the active good will and cooperation of government agencies and civic, business, and other interested groups and organizations.
- Knowledge of interviewing techniques.
- Knowledge of the preparation of reports and maintaining of records and files.
- Ability to exercise sound, mature judgment in dealing with individuals in an emotional situation.
- Ability to deal with individuals in such a manner as to gain their confidence and elicit necessary information.
- Ability to collect, select, compile, and assemble information.
- Ability to speak distinctly and listen carefully to communicate effectively with various types of individuals.
- Ability to give out information both orally and in writing.
- Ability to be tactful and courteous in interviewing people.
- Ability to prepare clear, sound, accurate, and informative reports.
- Ability to utilize various types of electronic and/or manual recording and information systems used by the agency, office, or related units.
- Ability to read, write, speak, understand, and communicate in English sufficiently to perform duties of this position. American Sign Language or Braille may also be considered as acceptable forms of communication.
- Persons with mental or physical disabilities are eligible as long as they can perform essential functions of the job after reasonable accommodation is made to their known limitations. If the accommodation cannot be made because it would cause the employer undue hardship, such persons may not be eligible.
Note
The examples of work for this title are for illustrative purposes only. A particular position using this title may not perform all duties listed in this job specification. Conversely, all duties performed on the job may not be listed.