HomeMy WebLinkAboutAgenda Report - March 2, 2016 I-04CITY OF LODI
COUNCIL COMMUNICATION
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AGENDA TITLE: Adopt Resolution Approving the New Classification and Salary Range for Utility
Billing Specialist and Approve the Reclassification of Three Customer Service
Representatives to the Position of Utility Billing Specialist
MEETING DATE: March 2, 2016
AGENDA ITEM
I-4
SUBMITTED BY: Human Resources Manager
RECOMMENDED ACTION. Adopt Resolution Approving the New Classification and Salary
Range for Utility Billing Specialist and Approve the Reclassification
of Three Customer Service Representatives to the Position of Utility
Billing Specialist.
BACKGROUND INFORMATION: The Human Resources Division received a request to conduct a
classification study for three Customer Service Representative II's
(CSRs) in the Finance Division. As such, Human Resources
conducted a classification study and recommends that a new
classification of Utility Billing Specialist be created and three CSR's be reclassified to the newly created
position. It is further requested that the actions be retroactive to April 13, 2015 for two of the employees
who have been performing these higher level duties since that date; and August 17, 2015, for the third
employee, which is the date she was assigned the higher level job duties.
This request was made because the incumbents believe they are performing work that is beyond the
current classification of Customer Service Representative II. The reclassification study confirmed that the
employees are performing complex research and analysis on utility accounts, sometimes going back
three years. The three employees have been given authority to resolve problems with utility bills that
may include reducing fees or providing credit to customers. This authority was previously reserved for
the Customer Service Supervisor; however, due to the employee's extensive knowledge and experience,
they have been extended this additional authority and responsibility. These employees prepare bill
batches, identify anomalies in the bills, and research and resolve complex problems with customers'
accounts. The employees have been performing many of these duties for a significant period of time.
The creation of the Utility Billing Specialist allows the incumbents to be properly compensated for the
higher level duties being performed, and provides future opportunity for advancement as CSRs obtain the
higher knowledge, skills and abilities.
Staff requests that Council approve the new classification, salary range and reclassification of three
Customer Service Representative IIs to the newly created classification of Utility Billing Specialist.
The Utility Billing Specialist classification will be part of the AFSCME — General Services Bargaining Unit.
Staff met and conferred with AFSCME and they concur with the reclassification of three CSR I I's to Utility
Billing Specialist.
The proposed salary range of the Utility Billing Specialist is $39,308.34 to $47,779.56, which is
approximately 10 percent above the current salary range of Customer Service Representative II.
APPROVED:
Stephen Schwwba -r, City Manager
FISCAL IMPACT: The fiscal impact in FY 2015/16 would be approximately $13,000.
FUNDING AVAILABLE: Funding available from the department's operating budget.
';45"
Adele ost, Human Resources Manager
Jordan Ayers Deputy City Ma a9 rllnternal Services Diretor
CITY OF LODI
UTILITY BILLING SPECIALIST
EXHIBIT A
March 2016
Job descriptions are intended to present a broad and general range of duties which
includes, purpose, responsibilities, and scope of work. Job descriptions are not
intended to reflect all duties performed within the job.
DEFINITION
Performs a variety of advanced journey -level and leadworker-level customer service
tasks, including research and analysis, related to resolving customer billing problems
and complaints; establishing, disconnecting and reconnecting service; high/low bill
investigation; and customer inquiry resolution.
DISTINGUISHING CHARACTERISTICS
This is an advanced journey level and leadworker classification that is distinguished
from Customer Service Representative II in that this class performs the most complex
customer service tasks that require analysis, judgement and decision making. This
position may also train, mentor, assign and monitor the work of lower -level positions.
SUPERVISION EXERCISED AND RECEIVED
May exercise lead direction over Customer Service Representatives or clerical support
staff. Receives general supervision from higher-level personnel.
EXAMPLES OF DUTIES
Duties may include, but are not limited to the following:
Resolves the most complex problems involving customers' statements, fees, payments
and other service -related problems; researches historical billing information, conducts
analysis, analyzes consumption patterns, detects irregularies and uses judgement and
decision making skills to resolve errors;
Processes utility billings: inputs information into customer programs which produce a
variety of service orders directed to field services personnel; edits bill batches for
exceptions, compares accounts to rate schedule standards, researches account
historical data to determine correctness, and approves bill batches for billing according
to assigned rate schedules;
Coordinate Photovoltaic net (pseudo) and co -meter billing setup in CIS;
Responds to questions on utility billings, business and pet licenses and other City
financial transactions;
Designs and prepares departmental forms and operational manuals; prepares
correspondence on procedural or informational matters;
Participates in the development and implementation of department programs, systems,
procedures and methods of operations, including computer-based systems.
Creates, maintains and monitors computerized files, databases and directories;
conducts record searches and prepares statistical work sheets and other required
documents; audits documents, verifies accuracy and ensures compliance with
applicable regulations;
Acts as a liaison to Field personnel to initiate or resolve issues relating to high or low bill
investigations, meter reliability, disconnects and reconnects;
May provide direction, lead, train, mentor, assign work to, or monitor work of Customer
Service Representatives;
Receives utility bill payments over a public counter or through the mail;
Receives revenue for licenses, permits, recreation fees and other City revenue
accounts;
Operates a personal computer to access customer account data from multiple
computer systems; interprets and explains charges, policies, procedures, special
programs and rates; initiates appropriate transactions to satisfy customer requests and
internal accounting procedures;
Performs other related duties as required.
MINIMUM QUALIFICATIONS:
Knowledge of:
Customer service principles and practices, including conflict resolution;
Utility rate structures and schedules;
Working principles of electric and water meters;
Research and analysis techniques;
Department policies and procedures pertaining to utility billing and collection;
Standard office equipment, including personal computer, and computer software such
as Microsoft Word, Excel, Outlook and financial applications/programs.
Ability to:
Perform routine to complex mathematical computations; perform clerical procedures in
an organized and accurate manner;
Conduct research, perform analysis of data, recommend solutions; use independent
judgement and decision making skills; organize and maintain accurate financial and
customer records;
Operate a personal computer using various financial applications and job-related
software; operate a calculator and other common office machines;
Understand and carry out oral and written instructions; interact with the public and staff
efficiently and courteously; communicate clearly and concisely;
Establish and maintain cooperative and effective relationships with those contacted
during the course of work;
Assign and monitor the work of subordinate staff; provide technical expertise to lower -
level positions;
Explain policies and utility rates to customers; learn and apply approved general ledger
chart of accounts.
EDUCATION AND EXPERIENCE:
Any combination of experience and education that would provide the required
knowledge and ability is qualifying. A typical combination is:
Education:
Equivalent to completion of high school. Associate degree from an accredited college
or university in Finance, Accounting, Business Administration or comparable degree is
highly desirable.
Experience:
Three years of experience performing a variety of customer service tasks related to
utility billing, service disconnects and reconnects, high/low bill investigation, customer
inquiry resolution, and collecting, recording and balancing cash OR two years as a
Customer Service Representative II with the City of Lodi.
WORKING CONDITIONS:
Environmental Conditions: Office environment
Physical Conditions: Essential and marginal functions may require maintaining physical
condition necessary for sitting, standing, bending and stooping for prolonged periods of
time; using various office equipment including a computer screen and keyboard and
lifting up to 30 pounds.
*FLSA Status: NON-EXEMPT
RESOLUTION NO. 2016-33
A RESOLUTION OF THE LODI CITY COUNCIL APPROVING
THE CLASSIFICATION, JOB SPECIFICATION AND SALARY
RANGE FOR UTILITY BILLING SPECIALIST AND
APPROVING THE RECLASSIFICATION OF THREE
CUSTOMER SERVICE REPRESENTATIVE II POSITIONS TO
THE POSITION OF UTILITY BILLING SPECIALIST
NOW, THEREFORE, BE IT RESOLVED that the Lodi City Council does hereby
approve the classification and job specification for the position of Utility Billing Specialist
attached hereto as Exhibit A; and
BE IT FURTHER RESOLVED that the salary range for Utility Billing Specialist is
hereby approved and shall be as follows:
Classification Step A Step B Step C Step D
Utility Billing Specialist $39308.36 $41273.78 $43337.47 $45504.34
Step E
$47779.56
BE IT FURTHER RESOLVED that the Lodi City Council does hereby approve
the reclassification of three Customer Service Representative II positions to Utility Billing
Specialist positions.
Dated: March 2, 2016
I hereby certify that Resolution No. 2016-33 was passed and adopted by the Lodi
City Council in a regular meeting held March 2, 2016 by the following vote:
AYES: COUNCIL MEMBERS — Johnson, Kuehne, Mounce, Nakanishi,
and Mayor Chandler
NOES: COUNCIL MEMBERS — None
ABSENT: COUNCIL MEMBERS — None
ABSTAIN: COUNCIL MEMBERS — None
t. 21.v��
�NIFERFERRAIOLO
City Clerk
2016-33
CITY OF LODI
UTILITY BILLING SPECIALIST
EXHIBIT A
March 2016
Job descriptions are intended to present a broad and general range of duties which
includes, purpose, responsibilities, and scope of work. Job descriptions are not
intended to reflect all duties performed within the job.
DEFINITION
Performs a variety of advanced journey -level and leadworker-level customer service
tasks, including research and analysis, related to resolving customer billing problems
and complaints; establishing, disconnecting and reconnecting service; high/low bill
investigation; and customer inquiry resolution.
DISTINGUISHING CHARACTERISTICS
This is an advanced journey level and leadworker classification that is distinguished
from Customer Service Representative II in that this class performs the most complex
customer service tasks that require analysis, judgement and decision making. This
position may also train, mentor, assign and monitor the work of lower -level positions.
SUPERVISION EXERCISED AND RECEIVED
May exercise lead direction over Customer Service Representatives or clerical support
staff. Receives general supervision from higher-level personnel.
EXAMPLES OF DUTIES
Duties may include, but are not limited to the following:
Resolves the most complex problems involving customers' statements, fees, payments
and other service -related problems; researches historical billing information, conducts
analysis, analyzes consumption patterns, detects irregularies and uses judgement and
decision making skills to resolve errors;
Processes utility billings: inputs information into customer programs which produce a
variety of service orders directed to field services personnel; edits bill batches for
exceptions, compares accounts to rate schedule standards, researches account
historical data to determine correctness, and approves bill batches for billing according
to assigned rate schedules;
Coordinate Photovoltaic net (pseudo) and co -meter billing setup in CIS;
Responds to questions on utility billings, business and pet licenses and other City
financial transactions;
Designs and prepares departmental forms and operational manuals; prepares
correspondence on procedural or informational matters;
Participates in the development and implementation of department programs, systems,
procedures and methods of operations, including computer-based systems.
Creates, maintains and monitors computerized files, databases and directories;
conducts record searches and prepares statistical work sheets and other required
documents; audits documents, verifies accuracy and ensures compliance with
applicable regulations;
Acts as a liaison to Field personnel to initiate or resolve issues relating to high or low bill
investigations, meter reliability, disconnects and reconnects;
May provide direction, lead, train, mentor, assign work to, or monitor work of Customer
Service Representatives;
Receives utility bill payments over a public counter or through the mail;
Receives revenue for licenses, permits, recreation fees and other City revenue
accounts;
Operates a personal computer to access customer account data from multiple
computer systems; interprets and explains charges, policies, procedures, special
programs and rates; initiates appropriate transactions to satisfy customer requests and
internal accounting procedures;
Performs other related duties as required.
MINIMUM QUALIFICATIONS:
Knowledge of:
Customer service principles and practices, including conflict resolution;
Utility rate structures and schedules;
Working principles of electric and water meters;
Research and analysis techniques;
Department policies and procedures pertaining to utility billing and collection;
Standard office equipment, including personal computer, and computer software such
as Microsoft Word, Excel, Outlook and financial applications/programs.
Ability to:
Perform routine to complex mathematical computations; perform clerical procedures in
an organized and accurate manner;
Conduct research, perform analysis of data, recommend solutions; use independent
judgement and decision making skills; organize and maintain accurate financial and
customer records;
Operate a personal computer using various financial applications and job-related
software; operate a calculator and other common office machines;
Understand and carry out oral and written instructions; interact with the public and staff
efficiently and courteously; communicate clearly and concisely;
Establish and maintain cooperative and effective relationships with those contacted
during the course of work;
Assign and monitor the work of subordinate staff; provide technical expertise to lower -
level positions;
Explain policies and utility rates to customers; learn and apply approved general ledger
chart of accounts.
EDUCATION AND EXPERIENCE:
Any combination of experience and education that would provide the required
knowledge and ability is qualifying. A typical combination is:
Education:
Equivalent to completion of high school. Associate degree from an accredited college
or university in Finance, Accounting, Business Administration or comparable degree is
highly desirable.
Experience:
Three years of experience performing a variety of customer service tasks related to
utility billing, service disconnects and reconnects, high/low bill investigation, customer
inquiry resolution, and collecting, recording and balancing cash OR two years as a
Customer Service Representative II with the City of Lodi.
WORKING CONDITIONS:
Environmental Conditions: Office environment
Physical Conditions: Essential and marginal functions may require maintaining physical
condition necessary for sitting, standing, bending and stooping for prolonged periods of
time; using various office equipment including a computer screen and keyboard and
lifting up to 30 pounds.
*FLSA Status: NON-EXEMPT
Jennifer Ferraiolo
From: Jennifer Ferraiolo
Sent: Wednesday, March 02, 2016 11:09 AM
To: 'Mike Lusk'
Cc: City Council; Steve Schwabauer; Janice Magdich; Elizabeth Kirkley; Jordan Ayers; Jeff
Hood
Subject: RE: Blue Sheets for March 2, 2016 meeting
Thank you for your email. It was received by the City Council and forwarded to the City Manager's office and all
referenced departments for information, response, and/or handling. In addition, your correspondence will be provided
as a Blue Sheet item for tonight's Council meeting.
Jennifer M. Ferraiolo, CMC
City Clerk
P.O. Box 3006
Lodi, CA 95241-1910
(209) 333-6702
(209) 333-6807 FAX
Original Message
From: Mike Lusk [mailto:mclusk@softcom.net]
Sent: Wednesday, March 02, 2016 11:02 AM
To: City Council; mclusk@softcom.net
Subject: Blue Sheets for March 2, 2016 meeting
Lodi City Council March 2, 2016
General Comment: It is hard to believe the City of Lodi in presenting this agenda tonight, on one hand is expressing
budget over runs and asking for addition funds to balance department budgets and on the other hand wants to spend
money it doesn't appear to have on all of the agenda items listed.
l•genda Item C-04
No vote on hiring EES Consulting for LEU rate analysis.
I believe we have qualified employees within the LEU to understand rates and budgetary needs to balance a budget.
This contract is a waste of rate payers money to perform redundant work.
Agenda Item I-01
No vote approving Fiscal Year 2015/16 Mid -year Budget Adjustment.
There should be a moratorium on new positions and pay increase that are not already a contract obligation. There
are only 4 months left until the new budget year of 2016/17 is put out. This would leave time for more public disclosure
and review before authorizing any increases to the budget that might effect utility budgets requiring rate increases.
Items within this agenda item have either conflicts with other policies or create additional expenses to the City.
Examples: New Position Recommended in the LEU -An Electric Utility Resources Analyst.
Who is currently doing this work? Why ask for this position and at the
rAgenda Item I-021
same time request a contract with EES for Rate Analysis? What effect does this position have on the overall LEU budget
when considering rate increases and the larger problem of the Calpers Retirement debt looming over the City.
The same questions noted above would apply to the salary upgrades and additional positions in the Finance Dept.
Any residual funds regardless of how earmarked in any budget should be held and carried over into the next budget
year with only 4 months left until new budget. Whether this be in Parks and Rec or any other Dept.
Electric Utility item discussing the appropriations by $3,115,540 should be withheld. If memory is correct, wasn't
monies authorized in the previous budget in the amount of 2 million dollars for this project and was part of the
argument when justifying the 5 percent rate increase to the LEU rates last year? In addition last August 15, 2015 the
lighting project was approved and a loan authorized from Farmers and Merchants Bank to fund this project with the
understanding it would be repaid not by the LEU but through energy rebate programs.
So now being 3 quarters of the way through this budget year why are all these departments expressing budget over
runs requiring this request. They are substantial amounts of money.
Is there not appropriate over site in order to make adjustments to operations to prevent these overruns?
No vote on PRSC request for One -Eighth Cent Sales Tax Measure.
This item expresses a 1/8th sales tax increase would create about
1.3 million dollars for the PRCS. Where does this figure come from.
Just within the last few months I have suggested a sales tax increase be considered and earmarked for the Police and
Fire Dept. force stabilization and help pay for the looming Calpers retirement debt. At that time I was informed 1/2
percent would only raise about $500 thousand dollars. Far short of the 1.3 million noted in this Item. So why this
inflated projection for Parks and Rec?
At the time the paid consultant made the noted survey were the participants given the choice of questions asked,
such as would you like to pay for much needed street repair or add an item to the parks wish list. Would you like to
increase the staffing on the Police Dept.
contributing to the overall safety of the Citizens of Lodi or add to the Parks and Rec wish list. Would you like to pay for
the looming Calpers retirement debt or add to the Parks and Rec wish list. So and So on.
OR were they only asked the singular question of what would you like Lodi to have in relation to the Parks and Rec?
If this was the case the percentages of approval could be grossly exaggerated.
Since the mid 90's the City has been wanting to build a sports and aquatic facility of some kind and each time the
public at large has not supported this item. An example would be the bond issue about 10 years ago that was defeated.
realize there are current parks and play ground areas that need attention and should take priority over any new
programs. In reference to 2 new parks coming up for construction, I would suggest that they should be paid for by
builder impact fees for parks going into these new sub divisions. Pixley Park should be forever forgotten since it is in and
industrial area and out of the way and funds for this park should be used elsewhere. The Parks and Rec wish list could
use a lot of red lining.
Having said all of the above, I realized the Parks and Rec budget is under funded and more money is needed but
when faced with the reality of should you pay for groceries and bills or go on vacation, the vacation is the last on the list.
f Agenda Item I-031
No vote on adopting resolution approving the new
classification and salary range of Events Coordinatior and approving the reclassification of one Senior Administrative
Clerk to the Events Coordinator.
As stated previously, wait for new budget year for review and impact on overall budget and Calpers debt.
[Agenda Item 1-04]
No vote on adopting resolution approving the new
classification and salary range for Utility Billing Specialist and Approve the reclassification of three Customer Service
Representatives to the Position of Utility Billing Specialist.
2
As stated previously, wait for new budget year for review and impact on overall budget and Calpers debt. What
impact on utility rates?
[Agenda Item I-051No vote on adopt resolution approving amendments to the Job Description and Salary range of City
Planner and approving the reclassification on one Senior Planner to City Planner.
As stated previously, wait for new budget year for review and impact on overall budget and Calpers debt.
fenda Item I-05/No vote on adopt resolution approving the classification, job description and salary range for the
position of Electric Utility Resources Analyst.
As stated previously, wait for new budget year for review and impact on overall budget and Calpers debt. What
impact on utility rates?
Respectfully
Mike Lusk, Lodi
3