Constituent Services Outreach Coordinator

The City offers a competitive comprehensive benefits package, including 2 weeks paid vacation, 3 weeks of sick leave, and 11 paid holidays. Health, dental, and vision insurance (employee and family) are effective the first day of employment. The City offers two contributory Defined Benefit pension plans. Hybrid telework arrangements may be available.

At The City of Frederick, we value diversity and the respect, engagement, and productivity an inclusive environment produces. We seek to consistently improve internal and external customer satisfaction, innovate, and expand capability of services, and be a government that practices equality, equity, and fairness. We invite you to bring your skills, abilities, and knowledge to The City of Frederick and be a valued addition to a workforce that we know is our greatest asset.

Frederick is a progressive, richly diverse, and authentically charming city. Recognized as one of the best places to live in Maryland, Frederick is surrounded by mountain views and centrally located about 45 miles north of Washington D.C. and 45 miles west of Baltimore, MD.

JOB SUMMARY:

This position provides public outreach and constituent-service support to the City Council and staff, ensuring that residents receive timely, accurate, and compassionate assistance when navigating government services, resolving issues, or seeking information. The individual in this role must be organized, empathetic, and committed to delivering high-quality public service.

Core responsibilities include responding to constituent inquiries directed to the City Council by phone, email, mail, and in-person meetings; tracking constituent casework; and providing follow-up as needed. The role also involves working closely with the Public Affairs Department to facilitate Neighborhood Advisory Committee (NAC) meetings and briefing City Council and staff on emerging public trends and concerns. In addition, the position supports office operations by maintaining constituent databases, ensuring accurate recordkeeping, and assisting with scheduling, event planning, and general administrative tasks.

Additional duties include taking notes at assigned meetings and monitoring Ask Your City Council submissions and other formal communications directed to the Council, taking phone messages on behalf of Council Members, and assisting with the tracking, triaging, and prioritization of constituent requests and other communications.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Responds to telephone calls, emails, and inquiries, providing assistance to the public regarding City Council matters and directing them to relevant City departments.
• Tracks and manages constituent inquiries; ensures timely, complete, and appropriate feedback is given to all inquiries; directs constituents to relevant City departments on issues and programs outside the scope of City Council.
• Assists City Council Members with constituent services, including answering calls and following up on requests for assistance.
• Prepares meeting summaries and assists in drafting reports on external affairs for City Council and City staff as needed.
• Coordinates the NAC system and meetings in collaboration with the Public Affairs department, including planning, organizing, and facilitating NAC meetings, workshops, and community forums.
• Supports constituent outreach initiatives to enhance resident engagement.
• Attends community events, meetings, and outreach activities as needed.
• Assesses various community concerns, values, and opinions on City Council initiatives and work.
• Promotes a positive and professional image of the City of Frederick by being knowledgeable about City programs, news and events.
• Proofreads and formats documents using Microsoft Outlook 365 (Word, Publisher, Teams, Excel, and PowerPoint).
• Manages and supports department-wide projects as assigned.
• Maintains paper and electronic records and performs data-entry tasks as assigned.
• Performs other duties as assigned.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

REQUIRED EDUCATION AND/OR EXPERIENCE:

• Associates degree or equivalent with emphasis in Journalism, Communications, Marketing, Business Administration, Public Administration, Public Relations or a related field.
• One (1) year experience in customer service functions, public relations, community development, marketing and communications, public information, or a related field.
• A combination of relevant education, experience, and/or training may be substituted to meet the education or experience requirement.
• Preferencemaybegivenforadditionalaccountingexperienceorrelatededucationor\extensive customer service.

REQUIRED CERTIFICATES AND/OR LICENSES:

• Vehicle Operator's license with satisfactory driving record that meets insurability standards of the City's insurance carrier is required. The employee must maintain the license for the duration of their employment.

REQUIRED SKILLS (Communication/Language; Mathematical; Computer; etc.):

• Communication Skills-excellent verbal, written, and interpersonal communication skills, including an ability to effectively present information and engage diverse audiences.
• Proofreading and editing skills.
• Organizational, planning, and project management skills.
• Working knowledge of various software programs, including MS Office (Word, Excel, PowerPoint, etc.) and Adobe software, operating in a Windows environment.
• Communication and customer service skills sufficient to deal effectively with the public and City staff, using written and/or verbal communication.
• Time, project management and problem-solving skills; Adapt to frequent changes in workload.
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.

OTHER DESIRABLES:

• Multi/bi-lingual Spanish and/or American Sign Language preferred).
• Bachelor's degree in Journalism, Communications, Marketing, Business Administration, Public Administration, Public Relations or a related field or discipline.
  
  

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by the incumbent to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this position, the employee is frequently required to remain in a stationary position and/or to move about for long periods of time, and position self to reach items above or below their reach. The employee is occasionally required to lift and/or move up to 20 lbs. Specific vision abilities required by this job include the ability to observeandinspectitemsdirectlyinfrontortoeithersideofself,toassess items at a distance, to distinguish colors, depth perception, and ability to adjust focus.

WORK ENVIRONMENT/CONDITION: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The employee is exposed periodically to outside weather conditions, but most work is performed in a typical office setting.