Bylaw Intake Administrator; Relief

About The Opportunity

The City of Penticton is looking for a Relief Bylaw Intake Administrator, based in Penticton, B.C.

Reporting to the Bylaw Manager, the Bylaw Intake Administrator is the first point of contact for the majority of all bylaw complaints and responsible for a range of administrative duties related to the daily operations of the Bylaw Services Department. The Bylaw Intake Administrator requires outstanding customer service skills, is proficient at multi-tasking and communicates well to explain the rationalization of municipal bylaws.

• Main duties involve the gathering of relevant information from a customer to prepare, enter a bylaw file and triage calls for service based on prioritization levels (i.e. Safety risk, Complainant history, Home owner history, referral to RCMP, EHS, FIRE).
• When applicable, provide an early compliance grace option to the bylaw violator. Assign files to an investigating Bylaw Enforcement Officer if non-compliant after early compliance grace option. The Bylaw Intake Administrator will communicate the status of the file to the complainant during and upon completion of the file, while maintaining discretion surrounding anonymity and confidential information.
• Dispatch all Calls for Service to Bylaw Enforcement Officers in the field using two-way radio communications.
• Respond to front counter, phone calls, all public inquiries related to bylaws.
• Conduct regular officer safety checks to officers on duty in the field.
• Prepare administrative documents, notices, letters related to bylaw files.
• Handle monies for processing department initiatives (ie. Kindness meter). Ticket payments.
• Prepare statistical reports and tracking documents for monthly department operations.
• Intake bylaw ticket disputes and prepare disputant and Bylaw Enforcement Officer evidence packages for review by the Screening Officer/ Manager.
• Liaise with other city departments and outside agencies.
• Performs related work as required.

• Customer service:
  Ability to gather information from complainants by phone, e mail, front counter-triage, prioritize calls for service based on severity, safety factors, history, etc. (approx. 6,000/year).
• Communication:
  Ability to effectively communicate internally with team members and City departments, and externally with our community on a variety of complex bylaw enforcement matters. Verbal and written communications skills are critical to success in this position.
• Positive attitude:
  Personality to promote a positive work environment, ability to meet challenges, handle pressure, and resolve problems while maintaining a respectful/professional rapport.
• Technical/Administrative:
  General office experience is required, computer skills to effectively initiate a call for service file, update, assign calls for service to Bylaw Enforcement Officers and provide any relevant data to complainants or Officers as requested. Assist Officers and Supervisor with department documents including preparation and updating of letters, reports, notices, forms, etc.
• Relationship Building:
  Develops positive working relationships with residents, and contacts throughout the community to facilitate resolution of bylaw complaints.
• Local Government experience:
  Familiarity with Municipal bylaws and knowledge of Criminal Code matters. Bylaw Enforcement Officer Authority and job duties to educate the public with bylaws, legislation, related penalties, policies and procedures etc.
• Exceptional time management skills and the ability to multi-task would be an asset. Working closely with the department supervisor to determine department priorities and initiatives.

• Completion of Senior Secondary School education supplemented by relevant Office Administration and/or Bylaw Enforcement courses.
• Minimum of one year experience in a Bylaw Services department or related enforcement field.
• Minimum of three years’ experience dealing with the public, both on the phone and face-to-face counter work.
• Minimum of five years’ experience in an Administrative/Clerk role, or combination of the above.
• Keyboarding speed of 60 wpm accompanied by a high degree of accuracy in data entry.
• Must obtain and maintain acceptable Criminal Record Check.

Compensation based on skills and experience is an hourly rate of $33.30 - $36.94 (Pay Grade 9, CUPE), along with a host of excellent benefits including:

• 15.5% in lieu of benefits, vacation, and statutory holidays.
• Free on-site parking
• Fleet vehicles provided for inspections and site visits
• Draws for tickets to local concerts, hockey games, and employee appreciation events
• Wellness initiatives and team-building activities
• A picturesque waterfront location with access to world-class outdoor recreation and a progressive, community-oriented work culture

We recognize that great talent and great ideas come from a variety of backgrounds. Tapping into the diversity of our community makes us all stronger and allows us to serve…