JOB SUMMARY

The Councillor's Assistant, Case Work is accountable for managing and delivering a range of constituency, political, and operational services and processes in support of the Councillor and the Councillor’s agenda including: internal and external political relations, project management, media relations, and serving as a spokesperson/representative for the Councillor in dealings with taxpayers and constituents.

EDUCATION AND EXPERIENCE

Post Secondary School Diploma or Certificate.

DESCRIPTION OF RESPONSIBILITIES

• May receive and respond to telephone calls, emails, and letters from constituents, City staff, City Council members, and other elected officials from all levels of government. Constituents and other individuals may also visit the Councillor’s office in person to place an inquiry.
  • Staff may develop and manage systems and procedures consistent with responding to constituency work.
  • Individuals may contact the City Councillor’s office regarding matters specific to the ward or the City in general. They may also contact the City Councillor’s office in his or her role as committee member or chair.
  • Staff must converse with the caller to obtain a clear understanding of the nature of the call, using a high level of tact and diplomacy.
  • Where possible, resolving constituent callers’ problems or issues immediately by providing information and clarification about City’s policies and programs, or City Council and Committee activities.
  • Contacting the appropriate City department to obtain the required information and following up with the constituent to respond to their inquiry. Alternatively, connecting the constituent with the appropriate department staff and following up to ensure that the resolution is satisfactory.
  • Where a resolution cannot be attained without the Councillor’s involvement, advising the constituent that the Councillor will contact the constituent to discuss the matter further. Then researching the inquiry and all relevant information to provide the Councillor with a background report and following up with the Councillor after their conversation with the constituent to determine if any further action is required.
  • Resolving matters for other callers, including elected officials and staff where possible by providing information and clarification, referring the caller to the appropriate City official or advising the caller that the Councillor will contact him or her, then providing the Councillor with the appropriate background information and material.
  • Utilising tracking software to maintain a record of callers and providing the Councillor with regular reports on the history of callers.

DESCRIPTION OF RESPONSIBILITIES CONTINUED

• May process correspondence addressed to the City Councillor by regularly reviewing emails, letters, and other correspondence from constituents and other sources. Providing prompt, relevant, and informed responses about the City’s policies and programs, or City Council and Committee agendas.
  • If required, informing the constituent that their inquiry has been directed to the appropriate City Department for follow-up. Once a resolution has been reached, following up to ensure that the result was satisfactory.
  • Undertaking additional research as required on all correspondence, including contacting City department officials for appropriate expertise and drawing appropriate background information from office files. Drafting emails, letters, and memos for the Councillor’s consideration and placing them in an action file for the Councillor.
• May provide general administrative support services to the Councillor, by undertaking the following:
  • Organizing, developing, and maintaining filing and information systems. Ensuring ready access to documentation and information.
  • Implementing office procedures which allow the Councillor to efficiently review and draft correspondence.
  • Organizing and distributing mail.
  • Photocopying, scanning, and printing.
  • Data entry.
• May oversee and coordinate the constituency work of assistants and volunteers to the Councillor.
  • Recommending to the Councillor the requirement for additional staff in accordance with the office workload.
  • Establishing priorities, assigning tasks, and providing feedback to staff and volunteers.