SUPERVISING REPRESENTATIVE, CITIZENS COMPLAINTS

Code: 07670 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, supervises a group of workers and performs the work involved in resolving citizen complaints and problems against public and private agencies; does related work as required.

Examples of work

• Determines work procedures, prepares work schedules, and expedites the workflow of the unit.
• Issues written and oral instruction to subordinates.
• Assigns duties and examines completed work for exactness, neatness, and conformance to policies and procedures.
• Maintains harmony among workers and resolves grievances.
• May hire, train, and discharge workers.
• Prepares correspondence and maintains records of a confidential nature.
• Prepares statistical and other reports which require interpretive treatment and which contain findings, conclusions, and recommendations.
• Interprets and explains organization rules, regulations, policies, and procedures through correspondence, personal interviews, and telephone conversations.
• Follows through on those complaints or problems which haven 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.
• Interviews people in the field or in the office to elicit full information concerning the problem or grievance.
• Forwards complaint 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 to ascertain if there is a discernable pattern regarding such complaints.
• May meet with complainant and agency representative to resolve or mediate the problem or grievance.
• In the field, makes visual inspections and gathers factual information concerning citizen complaints and gives testimony in court regarding observations.
• Attends meetings with citizen groups and municipal, county, federal, and private agency officials to discuss the goals and scope of the program, and problems relating to the program and discusses methods of better cooperation and communication among said bodies.
• Attends and speaks at public meetings to explain the program and to elicit views concerning social problems affecting the community.
• Initiates various selfhelp campaigns and arranges for the publicity for these campaigns.
• Assists in organizing community groups so as to bring problems to the attention of local officials.
• Supervises and prepares suitable and comprehensive reports.
• Prepares correspondence.
• Supervises the maintenance of essential records and files.
• Will be required to learn to utilize various types of electronic and/or manual recording and computerized information systems used by the agency, office, or related units.

Experience

Four (4) years of experience in interviewing and eliciting information from persons, assisting them in completing forms and/or verifying the information obtained, and/or in investigating and making determinations or recommendations pertaining to such matters as the 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 the 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 government agencies, and civic, business, and other interested groups and organizations.
• Knowledge of interviewing techniques.
• Knowledge of the preparation of reports.
• Knowledge of maintaining essential records and files.
• Knowledge of effective supervisory techniques.
• 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 information.
• Ability to collect, select, compile, and assemble information.
• Ability to give instructions, guidance, and advice to other employees.
• 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 learn 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, or communicate in English sufficiently to perform the 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 the 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 definition and 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.