Coordinator of Citizen Involvement

Job class: 5408-Coordinator Of Citizen InvolvementSalary range: $127,530 - $154,986Role type: Permanent Civil Service

Application Opening: April 11, 2024Application Deadline: No earlier than April 25, 2024

About:This is a Position-Based Test conducted in accordance with CSC Rule 111A.

Division: External Communications, Marketing & OutreachSection/Unit: Customer CommunicationsWork Location: Transportation Management Center, 1145 Market Street, 7th Floor, San FranciscoWork Hours: Monday – Friday, 12PM-9PM

The External Communications, Marketing & Outreach Division is responsible for the management of communications, marketing and outreach with the purpose of engaging and sharing information with agency customers, stakeholders, partners, consultants, the media and the public for the San Francisco Municipal Transportation Agency (SFMTA), which oversees all transportation modes for the City and County of San Francisco, including San Francisco Municipal Railway (Muni), bicycle, pedestrian, parking and taxis. The division handles media and public relations; public outreach and engagement; marketing and creative services, digital communications and social media, public events and customer communications.

Role descriptionUnder supervision of the division chief of staff and manager of Customer Communications, the Customer Communications 5408 Coordinator of Citizen Involvement oversees a combined team responsible for both processing and addressing Muni customer complaints and feedback from 311 and the agency’s online Muni feedback form as well as for providing real-time Muni transit alerts and customer service and public information over multiple systems and channels.The team fields 1,000 to 2,000 pieces of feedback from 311 and through our online portal per month, in addition to the daily real-time engagement.

The position will require a high level of engagement with the public, as well as senior managers and other stakeholders.

Examples of Important and Essential DutiesAccording to Civil Service Commission Rule 109, the duties specified below are representative of the range of duties assigned to this job code/class and are not intended to be an inclusive list.Uses a deep knowledge and understanding of the Muni system and close coordination with the Transportation Management Center (TMC) to maintain and strengthen the credibility of the SFMTA and the Customer Communications teamTrains and leads a team that is resourceful and proactive in keeping agency customers informed on agency operations and projectsDevelops and maintains effective communications systems designed to solicit attitudes and needs of our customers to facilitate agency plans and resolutionsDevelops and prepares messaging that communicates agency values, goals, projects, and topics of media and public interest via social media, including video, photo, and website supportManages daily unit operations, including Human Resources matters, scheduling and TMC coverage, and task distributionAdvises Transit and agency management on customer concerns and sentimentLeads frontline crisis communications during transit and transportation disruptions or emergenciesAdvises management individually and at staff meetings of public relations implications on proposed actionsAnalyzes existing and proposed policies and procedures for responding to SFMTA customer inquiriesInvestigates complaints directed at the department’s operation; recommends corrective action to preclude further adverse action or opinion; and prepares replies to such complaintsEngages social media followers with positive and resourceful customer assistanceOversees Muni Accessibility Review process and provide escalation assistanceProvides staff information updates about changes in process, Muni policies, service changes, and key information neededMaintains records and files to meet all government agency requirementsRecommends specific programs and activities to facilitate the goals and objectives of developing and maintaining citizen participation in agency activitiesPerforms related duties and responsibilities as assigned.

Nature of Work:The position may require working weekends and late nights on an as-needed basis, working outdoors in varying weather conditions, standing, walking and/or sitting for prolonged periods of time, occasional lifting of objects weighing up to 25 pounds and the transport of materials and equipment.

How to qualify

The following are required to be possessed as of the filing deadline for applications:

Education: Possession of a Bachelor's degree from an accredited college or university; AND

Experience: Three (3) years experience directing or coordinating community engagement, legislative affairs or public affairs programs

Desirable qualifications: The stated desirable qualifications may be considered at the end of the selection process when candidates are referred for hiring.Experience in publicity work, social media communications, mass media, communications agency work or similar work involving collection, dissemination and communication of news and information to the general publicAbility to deal courteously, effectively and tactfully with coworkers, the general public and outside organizations and groupsFamiliarity with the Muni transit network and with San Francisco’s transportation network in generalStrong verbal and written communication skills, with the ability to produce reports and presentations and to present effectively to senior management, staff and the publicExperience with problem-solving and calm, clear and effective communication with internal and external customers during emergencies and service interruptionsKnowledge of procedures used in preparing and distributing publicity and public information material, including but not limited to X, Facebook and other social mediaAbility to navigate computer systems including databases and proprietary software applications to retrieve information, generate data and distribute reportsAbility and flexibility to work in a dynamic, time-sensitive environment and to respond quickly during unanticipated eventsWork experience in communications across multiple channels including social media platformsOral and written bilingual skills in Cantonese or Spanish, preferred

Exam Analyst Information: If you have any questions regarding the Exam Process, please contact the exam analyst, Angela.Ng@sfmta.com.

The City and County of San Francisco encourages women, minorities and persons with disabilities to apply. Applicants will be considered regardless of their sex, race, age, religion, color, national origin, ancestry, physical disability, mental disability, medical condition (associated with cancer, a history of cancer, or genetic characteristics), HIV/AIDS status, genetic information, marital status, sexual orientation, gender, gender identity, gender expression, military and veteran status, or other protected category under the law.