Digital Services & Website Coordinator

REPORTS TO: Communications Director
FLSA STATUS: Exempt - Administrative
CLASSIFICATION: Personnel system - Requires successful completion of a six-month probationary period.
PAY GRADE: 120

SAFETY SENSITIVE: No

Purpose of Job

The purpose of this position is to administer the ACCGov website and related digital systems including effective operation and accessibility compliance (ADA/WCAG); administer the ACCGov customer relationship management (CRM) service request system; and serve as a liaison with other departments with public-facing digital services. Duties and responsibilities include but are not limited to: maintaining operations and updates of the website and CRM systems training staff and developing materials to support these systems coordinating with department editors and Communications staff on content planning and maintenance creating website content providing website analytics developing training materials assisting with digital needs during emergency situations and assisting with other Communications projects.

Job Related Requirements

Work Schedule: Generally 8:00 AM - 5:00 PM Monday - Friday; In-Person at City Hall 301 College Avenue with some required Tuesday evening hours for assisting with Mayor and Commission meeting broadcast operations.

Week-to-week schedules may vary and include some extended and flexible hours based on evening and weekend responsibilities as well as possible future limited remote hours.

May be required to work on religious holidays.

May be required to work on some evenings and weekends.

May be required to work during emergency situations.

Regular and predictable attendance is required.

Must work cooperatively with others.

When requirements include vehicle operation must be responsible for the safety readiness and operation of the vehicle and must abide by ACCGovs safe driving policy.

Bachelors degree in the field of digital media communications web design or development IT or a related field with five years of related experience required or any equivalent combination of education training and experience that provides the requisite knowledge skills and abilities for this position.

Experience managing website content page templates navigation structures workflow and user permissions within a content management system (CMS) customer relationship management (CRM) system and/or other permission-based website system consisting of multiple users and/or departments.

Working knowledge of web standards Google Analytics or other website analytic platforms and digital accessibility standards and practices (WCAG and Section 508).

Experience in training and supporting users on web-based tools and systems.

Familiarity with the CivicPlus platform preferred but not required.

The following duties are normal for this job. These are not to be construed as exclusive or all-inclusive. Other duties may be required and assigned.

Administers all technical aspects operations and content of the ACCGov website () including the content management system (CMS) domain management and vendor coordination.

Administers all technical aspects operations training and user management of customer relationship management (CRM) service request system.

Oversees accessibility improvements and ensures ongoing compliance with ADA/WCAG standards; supports multilingual content development when necessary.

Provides training and develops materials for department web editors; establishes ongoing communication and support systems for editors across the organization.

Collaborates with departments and IT to enhance user experience and functionality of public-facing digital services; consults on new technologies and public engagement needs.

Assists with online forms surveys and public notification systems (e.g. email text alerts) in partnership with Communications and Budget and Strategic Analysis department staff.

Coordinates website refreshes redesigns updates beta testing and new feature rollouts.

Prepares quarterly website analytics reports and ad-hoc departmental website statistics; monitors and acts on regular site performance data (e.g. broken links search results).

Establishes effective working relationships with ACCGov departments and staff.

Coordinates and/or participates in ACCGov cross-department teams or employee groups.

Provides customer service to residents through in-person phone email and/or social media contact. Addresses solves or forwards complaints to appropriate departments.

Provides input and guidance on Communications Department projects as well as other departments projects as appropriate.

Works with other Communications Department staff to coordinate assignments and oversight of interns.

Assists with the broadcast and streaming of Mayor and Commission meetings and other meetings as needed.

Performs clerical duties related to the position.

Performs other related duties as required.

Stays current on trends and best practices through professional development.

Knowledge Skills and Abilities

Knowledge of web technologies (HTML CSS JavaScript) CMS platforms and website administration.

Understanding of accessibility standards (ADA WCAG) and data privacy practices.

Familiarity with Google Analytics or similar analytics tools and ability to interpret and apply insights.

Understanding of common terminology and best practices in website design development and operations including plain language principles.

Ability to explain technical concepts clearly and effectively to non-technical audiences.

Ability to train and support users on digital tools and systems through in-person sessions online platforms video recordings and documentation.

Ability to review troubleshoot and remediate basic accessibility usability and functionality issues.

Knowledge of modern office procedures as required in the performance of duties.

Strong interpersonal skills with the ability to communicate effectively with supervisors department heads and staff across various departments.

Ability to quickly learn and adapt to new technologies and digital tools.

Skill and experience in gathering information and presenting written materials reports and documents to diverse groups.

Ability to plan and organize events programs educational activities and work projects.

Ability to plan organize and/or prioritize daily assignments and work activities and manage multiple projects and deadlines with minimal supervision.

Ability to use independent judgment in routine and non-routine situations.

Ability to compile organize prepare and maintain an assortment of records reports and information in an effective manner and according to departmental and /or governmental regulations.

Ability to train coordinate and provide feedback to people with diverse backgrounds and learning abilities.

Ability to effectively communicate at a very high level and interact with employees at all levels in the government.

Ability to utilize and understand computer applications and techniques as necessary in the completion of daily assignments.

Ability to handle the required mathematical primarily statistical calculations.

Ability to operate office and audio-visual equipment.

(ADA) MINIMUM QUALIFICATIONS OR STANDARDS REQUIRED
TO PERFORM ESSENTIAL JOB FUNCTIONS

PHYSICAL REQUIREMENTS:Must be physically able to operate a variety of machinery and equipment including a computer typewriter copier fax camera tape recorder and calculator. Must be able to use body members to work move or carry objects or materials. This position requires: walking standing bending stooping pushing pulling lifting fingering grasping feeling seeing talking hearing and repetitive motions. Must be able to exert up to 20 pounds of force occasionally and/or up to 10 pounds of force frequently. Physical demand requirements are at levels of those for light work.

DATA CONCEPTION:Requires the ability to compare and/or judge the readily observable functional structural or compositional characteristics (whether similar to or divergent from obvious standards) of data people or things.

INTERPERSONAL COMMUNICATION:Requires the ability to hear speak and/or signal people to convey or exchange information. Includes giving and receiving assignments and/or directions to co-workers or assistants and from supervisors.

LANGUAGE ABILITY:Requires the ability to read a variety of schedules permits minutes news releases reports and informational documentation directions instructions and methods and procedures. Requires the ability to prepare reports news releases minutes letters and other documents using prescribed formats and conforming to all rules of punctuation grammar diction and style. Requires the ability to speak to people and groups of people with poise voice control and confidence.

INTELLIGENCE:Requires the ability to learn and understand complex principles and techniques to acquire and be able to expound on knowledge of topics related to the primary occupation and to make independent judgments in the absence of management.

VERBAL APTITUDE:Requires the ability to record and deliver information to explain procedures and to follow oral and written instructions. Must be able to communicate effectively and efficiently in a variety of administrative technical or professional languages including legal and marketing terminology.

NUMERICAL APTITUDE:Requires the ability to utilize mathematical formulas to add and subtract totals to multiply and divide and to utilize and determine percentages.

FORM/SPATIAL APTITUDE:Requires the ability to inspect items for proper length width and shape visually with a computer typewriter copier fax camera tape recorder and calculator.

MOTOR COORDINATION:May require the ability to coordinate hands fingers and eyes accurately in using a computer typewriter copier fax camera tape recorder and calculator. Requires the ability to use the keyboard lift bend push and pull objects or materials using body parts as the position necessitates.

MANUAL DEXTERITY:Requires the ability to handle a variety of items such as a computer typewriter copier fax camera tape recorder and calculator. Must have the ability to use one hand for twisting or turning motions while coordinating the other hand with different activities. Must have minimal levels of eye/hand/foot coordination.

COLOR DISCRIMINATION:May require the ability to differentiate between colors and shades of color.

INTERPERSONAL TEMPERAMENT:Requires the ability to deal with people beyond giving and receiving instructions. Must be adaptable to performing under considerable stress when confronted with an emergency.