Passport Coordinator

Job Description

This position is responsible for coordinating the processes and functions of the City's passport office to accurately process the passport application and to ensure all materials needed to process the application are correctly submitted and enclosed. This position requires detail oriented, and process-intensive, skills and duties.

This position acts as a first-line supervisor for the Passport Agent(s), and is responsible for the quality and quantity of work being completed in the division.

Works under the specific direction of the City Recorder. All employees are also under the general supervision of the City Manager.

• Interacts with the public and co-workers in a friendly and professional manner
• Responds to inquiries about passport processing and related services
• Accurately prepares, processes, and mails passports and passports related documents
  • Meets timeline and deadlines for mailing and submitting applications for efficient processing
• Provides confidentiality and professional handling of personal documents and verifies identification of applicants
  • Ensures that all documents are handled and stored securely, and that the applicant's personally identifiable information (PII) is protected
• Upholds legal responsibilities as a Passport Acceptance Agent
• Takes passport photos and ensures correct background, lighting and regulations are met
• Keeps informed of regulations, laws, and policies regarding passports, and ensures procedures and practices are followed in all passport processing
  • meets annual training requirements
• Receives and processes payments for passport services
• Responsible for monitoring and ordering office and supply needs
  • Ensure all passport forms are available and up-to-date
• Files documentation and forms for reporting and auditing as needed
• Shares correspondence from Passport Services with all Agents and retain all policy changes and clarifications for reference
• Schedules and assigns work to ensure the Passport office is manned during posted hours
  • When needed, coordinates with other licensed City personnel for coverage
• Trains passport technicians and other staff in processes and procedures
• Audits applications and the work of others and provides feedback
• Researches complex questions and problems to ensure accuracy
  • Works with the Department of State Passport Services when needed
• Maintains city website for passport office and ensures the most accurate information is available for the public both online and in the office
• Coordinates agents annual training and facilitates in-office training as needed
• Consistently exercises initiative in using time productively and without close supervision
• Support the office with routine administrative tasks such as typing, scanning, and filing
• Acts as a Notary Public for City business
• May assist the Recorder's office in other tasks as needed.
• Performs other duties as assigned

Education & Experience:

• A High School Diploma or GED equivalent
• Four (4) years of experience in a customer service role(s), with at least 2 years of experience in a passport office with intermediate knowledge of passport processes

Special Qualifications &

Certifications:

• Must be at least 18 years old
• Must have, and provide evidence for, U.S. Citizenship
• Must not be under indictment, parole, or probation related to any federal, state, or local felony or misdemeanor involving a breach of trust or moral turpitude (e.g., drug offense, embezzlement, document fraud, or dishonest conduct in public trust responsibilities)
• Inability to access birth or identity document printing, amending, or issuance functions, including performing duties on different days or hours
• Passport Acceptance Agent certification
• Notary Public certification

• Ability to follow City policies and procedures
• Ability to direct, and work with, passport office employees
  • Including, but not limited to, planning, scheduling, and reviewing the work and performance of others in a manner conducive to proficient performance and high morale
• Exercise initiative and sound judgement and react resourcefully under varying stressful situations
• Prioritize a complex set of work objectives, maintain several concurrent projects and responsibilities
• Ability to project and maintain a positive, professional, and empathetic attitude toward customers at all times; apply tact and judgement when serving the public
• Ability to communicate effectively, in English, both verbally and in writing
• Ability to adhere to policies, procedures, practices, and laws for passport processes and city administration
• Ability to research and find answers to complex situations
• Ability to stay calm when under pressure and act with sensitivity in response to changing situations and needs
• Ability to perform duties resourcefully under stressful conditions while exercising good judgment, flexibility, creativity
• Ability to maintain confidentiality of documents and information
• Knowledge of modern office equipment, practices and procedures with the ability to learn…