Bylaw Intake Administrator; Relief

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 most bylaw complaints and is responsible for a range of administrative duties related to the daily operations of the Bylaw Services Department. The role requires outstanding customer service skills, proficiency at multi‑tasking, and clear communication to explain municipal bylaws.

• Main duties involve gathering relevant information from a customer to prepare, enter a bylaw file and triage calls for service based on prioritization levels (e.g., safety risk, complainant history, homeowner 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 the grace option. Communicate the status of the file to the complainant during and after completion while maintaining discretion regarding 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, and all public inquiries related to bylaws.
• Conduct regular officer safety checks for officers on duty in the field.
• Prepare administrative documents, notices, and letters related to bylaw files.
• Handle monies for processing department initiatives (e.g., kindness meter) and 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.
• Perform related work as required.

• Customer service: Ability to gather information from complainants by phone, email, front‑counter triage, and prioritize calls for service based on severity, safety factors, and history (approx. 6,000/year).
• Communication: Ability to communicate internally with team members and city departments, and externally with the community on complex bylaw enforcement matters. Verbal and written communication skills are critical.
• Positive attitude: Personality that promotes a positive work environment, meets challenges, handles pressure, and resolves problems while maintaining a respectful/professional rapport.
• Technical/Administrative: General office experience, computer skills to initiate and update call‑for‑service files, assign calls, and provide data to complainants or officers. Assist officers and supervisors with department documents, including letters, reports, notices, and forms.
• Relationship Building: Build positive working relationships with residents, community contacts, and facilitate resolution of bylaw complaints.
• Local Government experience: Familiarity with municipal bylaws and knowledge of criminal code matters. Educate the public on bylaws, legislation, related penalties, policies, and procedures.
• Exceptional time‑management skills and the ability to multi‑task. Work 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 at a counter.
• Minimum of five years’ experience in an administrative/clerk role, or a combination of the above.
• Keyboarding speed of 60 words per minute with a high degree of accuracy in data entry.
• Must obtain and maintain an 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 welcome all applicants, including Indigenous persons, people of colour, all genders and expressions, 2

SLGBT2

QIA+ persons, persons living with disabilities, and others who reflect our ever‑changing workplace. If you require any accommodations during the recruitment process, please let us know; we would be happy to support you.

This position is only open to those legally entitled to work in Canada.