Multichannel Public Service Coordinator

Serves as a centralized public-service coordinator for County residents, businesses, visitors, and other customers by receiving, triaging, routing, and tracking service requests across approved communication channels. Applies established County protocols and independent judgment within assigned authority to connect customers with the appropriate department, explain routine County processes, de-escalate difficult interactions, and support timely resolution. Maintains service directories and knowledge resources, monitors request patterns and response trends, and identifies opportunities to improve public-facing information and service delivery.

The position does not make final policy, legal, regulatory, eligibility, or enforcement determinations reserved to the responsible department or authorized official.

• Receives, documents, and responds to public inquiries and service requests through telephone and other approved communication channels; verifies key information and creates or updates service records as required.
• Triages and routes inquiries to the appropriate County department or service area using approved protocols, escalating requests based on urgency, complexity, safety concerns, or established service criteria.
• Explains routine County processes, service requirements, contact pathways, and publicly available information in clear, practical language while routing legal, regulatory, technical, eligibility, enforcement, or policy determinations to the responsible department.
• Coordinates with County departments to support timely follow-up, track the status of open service requests, and communicate available status information to customers within established procedures.
• Provides situational de-escalation and issue-resolution support during difficult public interactions and promptly escalates threats, emergencies, or matters outside assigned authority to the appropriate supervisor, department, or public-safety resource.
• Maintains and updates internal service directories, contact trees, routing protocols, knowledge-base content, frequently asked questions, and other approved reference materials used to support consistent public service.
• Reviews service-request patterns, contact types, recurring questions, response trends, and public knowledge gaps and communicates emerging operational or communication issues to the Customer Support Manager.
• Supports service audits, response-time monitoring, workflow review, and public-service reporting and recommends practical process or knowledge-base improvements based on observed service data.
• Protects confidential, sensitive, and restricted information and handles records and communications in accordance with County policy and applicable records requirements.

• Supports adjusted service coverage, emergency communications coordination, or high-impact public events when assigned within the scope of the position.
• Performs other related duties consistent with the position's purpose, classification, County policy, and applicable wage-and-hour requirements.

This position has no supervisory responsibilities. The employee may coordinate service requests, workflows, or cross-department follow-up and may provide procedural guidance to other employees without exercising personnel authority.

• Knowledge of high-volume customer-service, contact-center, service-coordination, and request-triage practices appropriate to a public-service environment.
• Ability to learn and accurately apply County service pathways, departmental responsibilities, routing protocols, public-facing procedures, and approved information resources.
• Ability to communicate clearly and professionally by telephone, in writing, and through approved digital channels and to translate complex processes into concise, understandable guidance.
• Ability to de-escalate difficult interactions, maintain neutrality, identify when escalation is required, and communicate effectively with frustrated, confused, or distressed customers.
• Ability to manage multiple simultaneous requests, prioritize competing inputs, maintain accurate service records, and meet response and follow-up expectations in a deadline-driven environment.
• Ability to use customer-relationship-management, service-ticketing, workflow, telecommunications, Microsoft 365, and related office or communication systems accurately and securely.
• Ability to review service data and trends, identify…