This is managerial level work directing a comprehensive public affairs program for the City's water utility. The employee in this class directs the planning, development and implementation of diversified programs designed to inform and serve water and wastewater customers and the general public and to increase the Water Department's credibility and accessibility to customers, the media, legislators, and civic organizations. Work is carried out through subordinate unit supervisors engaged in customer information services, legislative and regulatory relations, customer assistance policy and programs, public relations and educational programs. Acting as spokesperson for the Commissioner on sensitive customer and public affairs issues and as the department's legislative liaison, directing customer research projects and participating in the development of departmental policies are significant aspects of the work. Work is performed under the general direction of the Water Commissioner.

ALLOCATING FACTORS:
(The following conditions must be met for a position to be approved for this class.)

1. The employee must direct the public affairs program for the Water Department through subordinate supervisors.

2. Only one position may be allocated to this class.

• Plans the division's organizational structure and development in order to achieve departmental policies and goals; establishes divisional policies and unit objectives; integrates divisional plans and programs with other organizational units in order to achieve departmental objectives; analyzes divisional and unit program performance to determine customer and public impact; plans, develops, initiates and revises the division's organizational structure in line with departmental goals and objectives; selects, trains and develops key staff to ensure optimum individual and group performance in carrying out divisional initiatives; establishes staff structure; provides managerial direction to subordinate supervisors engaged in assigned projects and units responsibilities; reviews and discusses subordinate supervisors' performance, annual budget requests and weekly and special reports; defines and develops responsibility areas for subordinate supervisors; identifies problem areas and plans and implements new program procedures, methods and techniques; prepares operating budget proposal and oversees expenditures.
• Plans and directs the implementation of customer service, public affairs, and community and educational programs to promote a favorable department image, to improve reliable customer services and to enhance customer and community relations and standards governing programs.
• Revises and updates departmental communication policies, purpose and scope; maintains timely and effective communications, liaison and rapport with government and civic organizations, private financial organizations and the media in order to obtain and provide information that affects corporate plans, programs and public image.
• Establishes objectives and directs the implementation of customer research programs; prepares findings for modifications to water operations, services and facility design in order to ensure the department's sensitivity to the public and to enhance public acceptance of water and wastewater services, products and facilities; confers with community groups and individuals to determine public perception of the department's employees, products and services; develops recommendations to improve customer satisfaction; confers with department managers to revise and develop policies, plans and programs intended to increase employee awareness of customer needs and perceptions; develops training programs to improve employee public contact techniques.
• Directs the conservation assistance program; establishes policy and objectives to eliminate water waste, provide water conservation education and improve bill-paying habits of customers.
• Serves as spokesperson for the Commissioner on sensitive water issues at media events and community and civic gatherings; provide legislative liaison for the communities; explains to legislators the ramifications of legislation on department operations, rate structure, and the impact on the public; speaks on rates, sludge disposal and budget issues and adherence to government water legislation; explains departmental programs and policy to the public at large and the department's customers; participates in the development and implementation of departmental policy and planning process with the Commissioner and other divisional managers; encourages other department managers to stress awareness of customer relations in development of policy, programs and objectives; prepares notification of new departmental policies, plans, progress and problems to departmental officials and to employees and the public when appropriate; contributes to the identification and development of commercial sales markets by ensuring the timely and effective provision of market research data and education/promotional activities; integrates departmental objectives with divisional plans and programs; negotiates and directs public affairs and training contracts with outside consultants; selects and coordinates arrangement of material with local and national broadcast and press media for programs featuring the department; writes, reviews and approves for policy, style and content a variety of informational and promotional materials; prepares official policy statements and announcements and arranges and directs press conferences and radio and television interviews of divisional managers.
• Performs related work as required.

KNOWLEDGE OF:

• the methods and techniques of disseminating information to the public and the facilities and print and electronic media available for this purpose.
• the principles and practices of administrative and operational analysis.
• research, evaluation and analysis principles, practices and techniques as they apply to marketing and customer research programs.
• supervisory methods and techniques.
• journalistic and public relations principles and practices.
• the principles, practices and techniques of effective oral and written communication strategies applicable to dissemination of informational and publicity materials.
• principles and techniques of writing promotional and informational materials.

ABILITY TO:

• plan, develop and implement comprehensive customer and public affairs programs to improve customer relations and to enhance the image of the Water Department.
• direct the implementation of marketing and customer research programs.
• learn the organization and operations of the Water Department.
• plan and develop departmental communications policies and programs and to direct their implementation.
• use sound judgment and diplomacy when communicating with the public on sensitive and critical Water Department issues.
• prepare policy and operational recommendations sensitive to public concerns.
• negotiate contracts related to public affairs and prepare operating budgets.
• learn aspects of water treatment and distribution technology applicable to public affairs issues and be able to communicate them to the public.
• participate in departmental policy and decision making processes.
• establish and maintain harmonious working relationships with the media, government and civic organizations, educational institutions and other City departments.
• implement media strategies appropriate to the dissemination of various informational and publicity material.
• speak effectively in public settings.

EDUCATION:

• Completion of a bachelor's degree program at an accredited college or university.

• Three years of administrative experience in customer and public affairs work.

• Two years of supervisory level administrative experience in customer and public affairs, which has included responsibility for promoting a municipal Water Department and improving its customer relations through the management of education, conservation, or public relations programs.

PHYSICAL AND MEDICAL REQUIREMENTS

• Ability to physically perform the duties and to work in the environmental conditions required of a position in this class.

LICENSES, REGISTRATIONS, AND/OR CERTIFICATES

• Possession of a valid proper class motor vehicle operator's license as issued by the Commonwealth of Pennsylvania prior to appointment and during tenure of appointment as a Water Public Affairs Manager.

• Public Relations Officer
• Waterworks Interpretive Center Director
• Water Conservation and Assistance Program Administrator

PAY RANGE: EP25
Class Established: 11/1986

Latest Spec. Revision:
  CSC - 10/1994 ; Ad Board - 1/1995

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