Support Services Manager

Permit Services Manager The Permit Services Manager is responsible for managing permit services for the Community Planning & Development (CPD) department for the City of Mercer Island. Work involves customer service and information distribution at the permit counter; intake, routing, and issuance of development applications; and implementation and maintenance of online permitting systems and permit tracking databases. Position typically supervises employees and schedules day-to-day work activities to provide optimum efficiency and productivity. Position requires a general understanding of the assigned function or business area. First review of applications: Friday, September 18th. The essential functions listed are typical examples of work performed by positions in this job classification. Specific duties and responsibilities may vary depending on department or program needs without changing the general nature and scope of the job or level of responsibility. Oversees work of permit services staff to ensure procedural compliance, quality control, and timely completion of work products related to plan routing, over-the-counter permit issuance, and customer service Coordinates daily inspections with inspectors and schedules pre-application, permit intake, and pre-construction meetings Develops, recommends, and implements procedural changes affecting workflow and permitting system; coordinates with other City departments as needed Implements and maintains online permitting systems; participates in the MyBuildingPermit.com Program Team; provides recommendations for online permitting procedure/improvements Prepares a variety of statistical, financial, and administrative reports Prepares legal documents; provides sufficiency review for permit applications Organizes and maintains database to ensure that reporting functionality meets department needs Reviews, routes, and issues permit applications for various City teams, including right-of-way use, stormwater, site development, clearing and grading, building, plumbing, electrical, mechanical, and land use permits Assists and trains CPD staff on use of database and permitting systems; provides quality control of process and data entry Assists with the administration and maintenance of applicable permit database system Assists with the maintenance and improvement of forms, handouts, and web content to ensure consistent and accurate department messaging Assists with document management procedures and activities Maintains performance bonds and other financial guarantees and deposits Interprets information for customers about basic construction/design requirements, land-use related procedures, development standards and process information, permit costs, and other procedural issues Provides a variety of specialized and detailed information regarding permit requirements to developers, architects, contractors, engineers, realtors, and the public; acts as liaison and contact for larger developments Tracks and answers questions related to status of permit applications; contacts applicant when permit is ready for issuance; communicates regarding status of permits Informs or instructs customers regarding public records; distributes customer-oriented informational literature; develops and maintains manuals and packets Calculates and collects permitting fees due using applicable software and cash register Serves as primary liaison and permit coordinator for larger development projects Responds to inquiries, questions, and comments from the general public per established standards and protocols; responds to and resolves difficult and sensitive citizen inquiries and complaints Maintains strict confidentiality of restricted information Attends and participates in professional group meetings; stays abreast of new trends and best practices Ensures adherence to all established City policies, procedures, and protocols May be required to attend evening and/or weekend meetings and events based on organizational responsibilities and/or requirements When required, responds to Emergency Operations Center to support the City's response during an emergency and fulfills requested Incident Command System (ICS) role Supervisory responsibilities include: Reviews and evaluates work methods and procedures and meets with management staff to identify and resolve problems Assesses and monitors workload; identifies opportunities for improvement and implements changes Selects, trains, motivates, and evaluates personnel; provides or coordinates staff training; works with employees to correct deficiencies; makes recommendations regarding discipline and termination Participates in the development and administration of the departmental budget; approves the forecast of funds needed for staffing, equipment, materials, and supplies; approves expenditures and implements budgetary adjustments as appropriate and necessary Qualification requirements include: Bachelor's degree in related field; supplemented by five (5) years directly related permitting experience including some lead worker experience; or an equivalent combination of education, certification, training, and/or experience. Completion of NIMS ICS-100, 200, and 700, within first six months of employment Knowledge, skills, and abilities include: Knowledge of municipal codes related to permits, zoning, non-technical building codes, and other related regulations and ordinances Knowledge of computer applications including MS Word and Excel as well as substantial experience with electronic permit tracking systems and electronic records systems Knowledge of the City of Mercer Island, its citizens, City departments, and the construction work on the Island is desired Knowledge of principles, practices, methodologies, and techniques utilized to effectively manage and motivate a diverse workforce Skill in customer service including effectively using tact, patience, and courtesy Skill in the use of Microsoft Office products (Word, Outlook, and Excel) and applicable department / organization-specific software and ability to learn and become proficient in the use of other specialized software as may be required Skill in adapting to a changing work environment, competing demands, and ability to deal with frequent change, delays, or unexpected events Skill in developing, managing, and interpreting budgets, contracts, and fiscal and financial reports Ability to clearly communicate and understand information in English, both orally and in writing Ability to lead and motivate others to achieve goals Ability to establish and maintain effective working relationships with a variety of people and personalities Ability to read, interpret, and explain maps, codes and regulations, policies and procedures, blueprints, and legal descriptions Ability to plan and organize many and varied work assignments and to complete work within established schedules and deadlines Ability to effectively present information and technical advice to City leadership and/or all relevant parties Ability to show attention to detail and ability to perform various tasks while subject to interruption Ability to effectively solve problems and deal with conflict in stressful situations at times Ability to independently perform regular and recurring complex work according to established procedures Ability to use critical thinking skills to arrive at solutions and suggest improvements to processes Ability to correctly interpret and efficiently implement all applicable policies and procedures Ability to formulate, initiate, and administer policies and procedures for effective fiscal control Ability to manage multiple priorities to ensure that deadlines are met and to set priorities that move projects through efficiently to achieve customer and quality objectives Ability to establish and maintain effective working relationships with those interacted with during work regardless of race, color, religious creed, national origin, ancestry, sex, sexual orientation, gender identity, age, genetic information, disability, political affiliation, military service, or diverse cultural and linguistic backgrounds Ability to commute independently to and from work and arrive punctually for designated work schedule (virtually or in person), including to community meetings and events Working conditions and physical abilities include: Depending on functional area of assignment, tasks involve the ability to exert light physical effort in sedentary to light work, which may involve some lifting, carrying, pushing and/or pulling of objects and materials of light weight (up to 20 pounds). Tasks may involve extended periods of time at a keyboard or workstation and extended periods of time standing and/or walking. Tasks are regularly performed inside without exposure to adverse environmental conditions (e.g., dirt, cold, rain, fumes). Some tasks require manual dexterity, in addition to visual and hearing acuity. Some tasks may involve identifying and distinguishing colors. Some tasks require the ability to perceive and discriminate visual cues or signals. Some tasks require the ability to communicate orally and in writing.