SENIOR REPRESENTATIVE CITIZENS COMPLAINT

Code: 07669 Local Competitive

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, takes the lead over other workers and performs the work involved in resolving citizen complaints and problems against public and private agencies; does other related work.

Examples of work

• Takes the lead over other Representatives, Citizens Complaints.
• Receives, reviews, and records the complaints and problems of citizens.
• Forwards complaints to proper agency for investigation and resolution.
• Requests complete and thorough investigation where numerous complaints have been received involving the same agency.
• Prepares reports indicating nature and other characteristics of complaints in order to ascertain if there is a discernable pattern regarding such complaints.
• Follows through on those complaints or problems that have not been acted upon the agency to which referred.
• Reviews prior complaints to ascertain whether a recurrence or regular pattern of the complaint exists.
• May perform fieldwork in order to confirm and clarify the nature of the complaint or problems.
• Interviews people in the field or in the office to obtain information concerning the problem or grievance.
• May meet with complainant and agency representative in order to resolve or mediate the problem or grievance.
• May make visual inspection and gather factual information concerning citizen complaints and gives testimony in court regarding observations.
• May attend meetings with citizen groups, municipal, county, federal and private agency officials to discuss the goals and scope of the program, problems relating to the program and methods of better cooperation and communication.
• Attends and speaks at public meetings to explain the program and to obtains views concerning social problems affecting the community.
• Initiates various self help campaigns and may arrange for the publicity for these campaigns.
• May organize community groups to bring problems to the attention of local officials.
• Gives suitable advice, instructions and guidance to other Representatives, Citizen Complaints.
• Prepares reports and 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

Two (2) years of experience in work involving the interview, gathering and/or verification of information obtained from clients or, in the investigation, determination and recommendation of eligibility for insurance, credit, loans, public assistance, claims, or other related types of financial assistance.

License

Appointees will be required to possess a driver's license valid in NJ 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 the problems involved in maintaining harmony among all groups of people.
• Knowledge of the functions, responsibility and organization of local government.
• Knowledge of state, county, public and private resources in a community.
• Knowledge of the methods most likely to be effective in securing the active good will and cooperation of governmental agencies, civic, business and other interested groups and organizations.
• Knowledge of interviewing techniques.
• Knowledge of the preparation of reports and of maintaining suitable records and files.
• Ability to exercise sound, mature judgement in dealing with individuals in an emotional situation.
• Ability to deal with individuals in such a manner as to gain their confidence and obtain necessary information.
• Ability to collect, select, compile and assemble information.
• Ability to give instructions, guidance and advice to other employees.
• Ability to give out information both orally and in writing.
• Ability to be tactful and courteous in interviewing people.
• Ability to prepare 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.