• Job Description

  Req#: 4445082
  Are you a skilled communicator who's also willing to dive in and solve a wide variety of constituent challenges? Do you work well in a fast-paced, multi-disciplinary, and highly matrixed environment? If so, the Arlington County Manager's Office (CMO) may have an opportunity for you.
  
  The CMO is seeking a Constituent Services Liaison to serve as part of the Constituent Services Team. This highly visible and hands-on position requires exceptional organizational and analytical skills, and the ability to generate accurate and sensitive communications to a wide and public audience. The position will also fill a "utility-player" role for other CMO management and administrative functions and managing and processing requests for service in our work order management system, called QAlert.
  
  This Constituent Service Team professionally collaborates between County Staff, Elected Officials of the County Board Office (CBO), and civic partners to solve hard problems and get things done in Arlington's local government.
  
  Specific duties Include:
  
  • Taking and responding to constituents' inquiries across our multiple intake points and platforms by investigating and replying to questions and concerns raised by residents, civic groups, and other stakeholders to identify appropriate resolutions, provide information, and resource referrals;
  • Developing documents, protocols, management policies, guidelines and other formal controls for various Constituent Services (or other CMO) functions;
  • Using our enterprise Constituent Relationship Management (CRM) tool called Constituent Messaging and Action Platform (CMAP) to include delegating, directly responding to and tracking CBO inquiries on a daily basis;
  • Analyzing inquiries to identify opportunities for the improvement of County service deliverables and recommending functional improvements and controls;
  • Assisting and training staff on Constituent Services functions, including CRM workflows, customer service, and communication protocols;
  • Representing the CMO at community meetings and civic events; and
  • Providing CMO operations coordination activities and liaise with various County lead-agencies on administrative functions, which may include technology services; procurement, human resources and others.
  Key characteristics of the ideal candidate include:
  
  • Experience serving as an Ombudsman or similar role to include coordinating projects within a Local, State, Federal, or other government relations environment;
  • Ability to multi-task and to effectively respond to high profile concerns with diplomacy, political savvy and a broad knowledge of local government;
  • Strong verbal and written communication skills to build productive relationships with a variety of internal and external stakeholders;
  • Proven holistic approach to analysis which focuses on how systems interrelate and function; and
  • Customer-focused, detail-oriented team player.
  Minimum: Bachelor's degree in Public or Business Administration, Political Science, Communications, or a related field plus considerable experience in customer/client relationship management to include investigating and responding to concerns and managing conflict resolutions.
  
  Substitution: Additional qualifying experience can be substituted for the educational requirement. A Master's degree or higher may be substituted for some of the experience requirement.
  
  Desirables: Preference may be given to applicants with experience in one or more of the following areas:
  
  • Demonstrated practical familiarity with public administration in a local setting;
  • Collaborating with executives or senior officials to identify solutions for regulatory or political issues;
  • Utilizing CRM workflows to delegate tasks, track trends, and generate reports;
  • Master's Degree in Public Administration or a related field; and/or
  • Bilingual: English/Spanish.
  Please attach a cover letter or use the space provided under the Supplemental Questionnaire to address how your education, experience, and training meets the qualification requirements outlined under the selection criteria and highlight your accomplishments in these areas. Be sure to detail your practical experience relevant to the job as described.This is a 40 hour a week position that requires an in-person presence Monday - Friday during core business hours, Monday – Friday 8:00 a.m. – 5:00 p.m. Occasional evening hours may be required to attend community meetings and/or monthly County Board meetings on Saturdays. occasional telework is available with manager's approval.
  
  The official title for this position is Management Analyst.
  
  This is currently an over-strength position which is in the budget for approval in FY2025 with the possibility of becoming a permanent full-time position. This position is currently eligible for all County-provided benefits.
  
  Please complete each section of the application. A resume may be attached, however, it will not substitute for the completed application.
  
  #LI:Onsite
  

• About the company

  Arlington County is a county in the Commonwealth of Virginia, often referred to simply as Arlington or Arlington, Virginia.

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