DEPT OF TRANSPORTATION

Driving the future of transportation with a diverse and innovative team
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Address:COMMUNICATIONS
1655 W. Jackson Phoenix AZ85009

Anticipated Salary:$65106.49

Grade: 20

Closing Date: 05/06/2025

This position will develop and convey timely and accurate responses to constituent questions and concerns received via the agencys stakeholder management system phone and email. Also work with the Governors Office of Constituent Services to address constituents inquiries develop responses to address constituent concerns while working with ADOTs subject matter experts. Develop and maintain reports key contacts for various agencies city and state municipalities and manage project data for the Agency.

This position may offer the ability to work remotely within Arizona based upon the departments business needs and continual meeting of expected performance measures.

The State of Arizona strives for a work culture that affords employees flexibility autonomy and trust. Across our many agencies boards and commissions many State employees participate in the States Remote Work Program and are able to work remotely in their homes in offices and in hoteling spaces. All work including remote work should be performed within Arizona unless an exception is properly authorized in advance.

Strategically develop/deliver responses consistent with agency messaging coordinate with staff leaders & ADOT subjectmatter experts on all non MVD issues involving projects or studies. Deliver answers with a goal of satisfying customers need for timely responses. Coordinate with Community Relations staff to direct seek answers arrange callbacks on constituent concerns involving construction projects & public involvement.

Manage constituent inquiries to identify/analyze trends conduct background research as needed. Serve as liaison with the Information Technology Group provide business requirements to implement a new system to manage constituent inquiries. Train staff on use of the current and successor systems for managing constituent inquiries.

Monitor research & address emerging constituent issues identify appropriate responses to resolve constituent issues. Monitor cases where constituents issues escalate to potentially garner media coverage reach Governors Office & other elected officials or present the agency with potential risk. Provide a weekly update on emerging issues to be shared with executive staff as needed.

Serve as ADOTs primary point of contact with the Governors Office of Constituent Services responding to constituent queries through its tracking issuesmanagement system. Provide information or referrals to appropriate agencies.

Develop & maintain relationships with subjectmatter experts throughout ADOTs nonMVD divisions and Districts with the additional goal of engaging fellow ADOT stakeholders in helping achieve ADOTs goals of continuously improving responsiveness & value to customers.

Ensure quality/consist messaging & Community Information procedures when others are staffing the desk by developing & disseminating resources listing contacts within & external to ADOT & approved responses to common inquiries. Standardize operational changes across all staff tasked with the Community Information role assist with other publicfacing groups in the agency. Meet with MVD Constituent Services to share best practices.

Other duties as assigned as related to the position.

Knowledge:
Use of databases for stakeholder or process management.
Principles and practices of effective customer service.
How state agencies work (i.e. procedures services processes functions & structure).
Conflict resolution.
ADOT organizational structure division and program areas services provided and subject matter experts.
Current Arizona news.
Effective communication techniques.

Skill:
Ability to work within a database interface to receive and respond to constituent queries.
Demonstrated written and verbal communication skills.
Advanced level of listening as well as verbal and written communications skills.
Diplomacy and ability to work directly with the public agency leaders and appointed officials.
Plan recommend and implement changes to existing or new administrative procedures/guidelines. Skills in both Microsoft & Google Office Suites. Communicating professionally using email.

Ability:
Communicate and interact with individuals from a wide variety of backgrounds.
Deal effectively with members of the public and ADOT staff.
Communicate information to members of the public and ADOT staff.
Resolve issues accurately courteously and in a timely manner.
Implement and train others in current systems used for stakeholder or process management.

A Bachelors degree in an appropriate field from an accredited college or university and at least two years experience; or a combination of applicable education and experience; or 3 years working with customers and in a high profile office environment office administrative experience.

This position requires driving or the use of a vehicle as an essential function of the job and the following requirements apply. Any employee operating a motor vehicle on State business must possess and retain a current valid classappropriate drivers license complete all required training and successfully pass all necessary drivers license record checks. The license must be current unexpired and neither revoked nor suspended. Employees who drive on state business are subject to drivers license record checks must maintain acceptable driving records and must complete all required driver training. An employee who operates a personally owned vehicle on state business shall maintain the statutorily required liability insurance (see Arizona Administrative Code (A.A.C.) R210207.11).

All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (EVerify).

The Arizona Department of Administration offers a comprehensive benefits package to include:
Sick leave
Vacation with 10 paid holidays per year
Paid Parental LeaveUp to 12 weeks per year paid leave for newborn or newlyplaced foster/adopted child (pilot program).
Health and dental insurance
Retirement plan
Life insurance and longterm disability insurance
Optional employee benefits include shortterm disability insurance deferred compensation plans and supplemental life insurance

By providing the option of a fulltime or parttime remote work schedule employees enjoy improved work/life balance report higher job satisfaction and are more productive. Remote work is a management option and not an employee entitlement or right. An agency may terminate a remote work agreement at its discretion.

Learn more about the Paid Parental Leave pilot programhere. For a complete list of benefits provided by The State of Arizona please visit our benefits page

Mandatory participation in the Arizona Retirement System (ASRS) is required.

For questions about this career opportunity please contact ADOT Human Resources Recruitment via email at or phone call at (602)option 2.

The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer. Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by calling (602)option 3. Requests should be made as early as possible to allow sufficient time to arrange the accommodation. ADOT is an Equal Employment Opportunity Employer.