City of Boston, Mayor's Office of Community Engagement

The Community Engagement Cabinet leads the City of Boston's work towards eliminating silos between residents and City Hall, ensuring that they have equitable access to neighborhood services, community engagement, and policy-making. The Cabinet is responsible for developing Mayor Michelle Wu's community engagement strategy and distributing her policies while empowering residents to engage with their local government. We meet our constituents where they are by bringing City Hall into our neighborhoods and breaking down barriers to civic engagement.

The Community Engagement Cabinet currently houses 4 departments: Boston 311, Office of Neighborhood Services, Office of Civic Organizing and Spark  - Under the Direction of the Chief of Community Engagement, The Mayor's Office of Civic Engagement (OCE) encourages, facilitates, and maximizes citizen input and participation in all aspects of government through service requests, neighborhood meetings, mailings, and emergency responses.

As part of the OCE, Boston 311 is the main constituent service line for the City of Boston. We are call-talkers and constituent advocates who deal with a broad range of issues affecting constituents - everything from fixing potholes and pruning trees, to cleaning up vacant lots or finding a spot in a homeless shelter. We interact with people at virtually every level of government.

We are working to build a better Boston by improving channels to listen to constituents and act on their needs. Finding top talent is critical to achieving this goal.

• Manage and organize call logs and relationship-building techniques on behalf of the Director.
• Assist the Director with creating briefing materials for meetings and events, including coordinating with multiple departments.
• Attend meetings with or on behalf of the Director.
• Prepare the Director for meetings and brainstorming. 
• Help project manage project priorities for the Director. 
• Under the guidance of the Director, plans, coordinates, and facilitates information sessions with external departments.  
• Work with the Director to implement best practices, guidelines, and policies for the office.
• Oversee the day-to-day operations of the office, ensuring shifts are adequately filled, and coordinating lunch and other schedules as needed.
• Supervise and support 34 constituent service representatives and managers, ensuring their teams perform effectively. 
• Supervise office staff by handling escalated calls and coordinating with management to resolve department disputes and complaints.
• Guide the Quality Assurance Associate in creating and implementing training for all new employees, including preparing materials, hosting orientations and departmental presentations, and providing support for new hires.
• Review resumes for incoming co-op students and act as the main supervisor for each co-op cycle.
• Review resumes for incoming full-time employees.
• Assist the Director and HR to ensure proper staffing, onboarding, and training of new hires.
• Troubleshoot issues with the CRM systems, Lagan, and Cisco Finesse.
• Maintain constant communication with city and state departments. 
• Act as point of contact during emergency situations and is a designated emergency operation personnel employee. 
• Act as a backup to the Director and perform related duties.
• Perform other related work as required.

• At least four (4) years of full-time, or equivalent part-time, experience in office management, receptionist, clerical, administrative work, or related field, preferably in work that includes customer service in a call center or similar operation of which at least two (2) years must have been in a supervisory capacity.
• Appropriate educational substitutions can be made for the required experience.
• Knowledge of City of Boston neighborhoods preferred.
• Ability to respond to telephone requests in a courteous manner and exercise initiative in following up calls; maintain confidentiality; enter information accurately; follow oral and written instructions; and work as part of a team in a fast-paced environment with pressing deadlines. 
• Excellent communication, interpersonal, analytical, critical thinking, prioritizing, organizational, and problem-solving skills
• Strong detail orientation, organizational skills, and problem-solving abilities.
• Expertise in identifying and delivering operational improvements
• Ability to exercise good judgment and focus on detail as required by the job.
• Strong oral and written communication skills.
• Proficiency in the use of computer applications such as Microsoft Office and Google Suite.
• Bilingual skills preferred.
• Must be able to work evenings and weekends as required and during snow and other emergencies.

BOSTON RESIDENCY REQUIRED

Terms: 

Union/Salary/Grade: Non-Union/MO-9

Hours per week: 35