Resident Service Advocate

Resident Service Advocate

This position is responsible for creating systems to improve overall service delivery to Canton's residents. An employee in this position will serve as a liaison between residents, businesses, and the Township to ensure ease of access and facilitation of timely service. The position will play an integral role in communicating the needs of residents and resolving concerns within the Township. This position is under the general supervision of the Parks, Recreation & Community Services Director.

Examples of work include serving as a special advocate for a host of issues from general constituent service to maintaining Canton's high standards for appearance, departmental response times, accountability and exemplary public service. Provides assistance, information, and help for residents, businesses, and developers seeking permits, resolving issues, and reducing technology barriers. Supports Parks, Recreation & Community Development and the Supervisor's Office through engagement efforts such as community events, meetings with interested parties, and developing partnerships. Educates residents on ways to get involved in the Canton Community. Assists residents with navigating established policies, procedures, and ordinances. Takes a multifaceted proactive approach to service delivery to ensure both resident constituencies and the community receive efficient and timely resolutions to their needs. Tracks and maintains records of reported issues, collects supporting information, and provides updates on the status of their issue or complaint. Assists residents in accessing emergency services during crisis. Makes referrals to community agencies for assistance. Assists resident business owners with understanding government services that are available. Provides outreach to Homeowners' Associations (HOAs). Educates and provides information to residents on how Canton Township government works. Provides exemplary customer service to residents seeking additional support from various departments for service. Provides information and assistance in obtaining government services at the local, state, and federal level. Transcribes and prepares letters, memoranda, reports and other materials from rough draft or dictation. Composes and prepares correspondence to constituents. Serves as a conductor and convenor in relaying information and corresponding with various departmental personnel. Compiles information, prepares reports, and assists in the coordination of special projects and presentations. Monitors and tracks legislation impacting residents, neighborhood associations, and local government. Coordinates and assists with the implementation of various community events and programs. Acts as liaison between department staff, Township Officials, developers, residents, various committees, and Department Directors. Performs other duties as assigned.

Essential job functions include a minimum of a bachelor's degree, minimum of two years of customer service experience, demonstrated and proficient skill with the use of Microsoft Office, must possess a current, valid Michigan Driver's License with a driving history that does not create liability concerns, ability to build excellent working relationships to attain goals and work collaboratively and efficaciously as a team member, effective project management skills required, ability to clearly communicate procedures, problems, and policies with fellow employees and the public in a tactful and courteous manner, ability to communicate effectively verbally and in writing, must have ability to write concise reports, ability to establish and maintain cooperative relationships with persons engaging in Township activities, the general public and other employees with ability to deal with the public and vendors in a tactful and courteous manner, detail orientated with demonstrated organizational skills, ability to work a varied work schedule as required, including evenings and weekends as required, skill in organizing self and others; ability to self-start in discharging responsibilities. Must be self-motivated.

Physical demands include standing frequently, walking frequently, sitting frequently, use of hands/fingers constantly, reach occasionally, climb rarely, crawl rarely, squat or kneel rarely, bend rarely, lift/carry less than 10 lbs frequently, 10 - 29 lbs occasionally, 30 - 59 lbs rarely, 60 - 100 lbs rarely, push/pull less than 10 lbs occasionally, 10 - 29 lbs occasionally, 30 - 59 lbs rarely, 60 - 100 lbs rarely. Reports to Parks, Recreation & Community Services Director or Designee.