Community Service Team Lead

If you want to use your communication skills to protect people enhance the environment and improve equity then the Wastewater Treatment Divisions (WTD) Community Services group looks forward to meeting you. We use the art of engagement to serve others and help our division do the same. We work together to communicate clearly and solve problems. We manage our work adaptively to get desired results. We know diverse perspectives make us better so we welcome diversity and seek be mindful.

As a team lead for WTDs Community Services Unit you will help drive results in supporting the Community Services (CS) team to achieve all the divisions work. You will provide direct support to inform the public about our wastewater projects operations and services. You will engage communities in equitable decision-making work one-on-one with individuals businesses and communities to understand and respond to their needs. This position will serve the divisions most complex high-risk capital projects and long-term strategic planning projects and develop strategies to build public acceptance of changes. This position will also be tasked with providing strategic guidance to Community Services staff through coaching and mentoring and managing to the units key performance indicators. You will lead continuous improvement efforts for the unit such as the customer relationship management platform LEAN efforts and accessibility.

This position will be expected to maintain cross division coordination in support of capital facility programs long-term planning and equity and social justice efforts and other strategic initiatives.

The candidate will support incident response efforts that focus on protecting the public from sewage spills or other unexpected dangers related to an emergency. The candidate may also serve as a work group lead directing and coordinating response efforts with WTD management.

Serve as part of a collaborative group leadership team in the following ways:

• Support supervisors through direct work with unit staff to maintain unit key performance indicators (KPIs).KPIs focus on service delivery federal and state requirements for communications and outreach safety training compliance and outreach communication documentation. Report regularly to unit leadership team on unit progress.
• Manage deadline driven continuous improvement processes to ensure CS work unit meets goals objectives and best practices established for service delivery. Continuous improvement efforts may include but are not limited to: unit data management best practices unit incident response preparation advancing equity and social justice and advancing morale and connection in a hybrid work environment.
• Represent work unit with section operations and management. Serve as acting supervisor and/or work group lead during incident response activities.
• Oher tasks as assigned.

Support CS work unit teammates in doing their best work to serve WTD and all ratepayers:

• Promote and protect work unit safety.
• In coordination with CS Leadership Team advise staff and make decisions on issues where established guidelines or procedures may not exist or are not clear.
• Provide coaching and constructive feedback focused on ensuring high quality service delivery. This includes services for the capital improvement program Operations and Maintenance and the WTD Directors Office.
• Promote and reinforce group Korn Ferry competencies of customer focus resilience interpersonal savvy and drives for results.
• Track and manage unit staff achievement of key performance indicators with a particular focus on WTD capital improvement program and unit support for WTD Operations and Maintenance section work.

• Serve as CS project lead on WTDs most complex capital projects planning processes and programs by:

  • Developing and implementing equitable public engagement plans that build informed consent and community support for WTD CIP projects plans programs and operations.
  • Identifying and planning for project and equity risks and opportunities on WTD planning operations and/or capital improvement program.

• Serve on the Community Services incident response team which requires 7 days of 24-hour availability every 5-6 weeks with the potential for field support that may include closing public spaces and working with residents affected by sewage spills outside regular work hours. You may serve as work group lead managing field response and coordinating with WTD management.