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HomeMy WebLinkAboutAgenda Report - May 2, 2018 H-01CITY OF LODI COUNCIL COMMUNICATION AGENDA ITEM AGENDA TITLE: Adopt Resolution Approving the Classification, Job Description, and Salary Range of Revenue Manager, Adding One Revenue Manager, and Removing One Customer Service Representative MEETING DATE: May 2, 2018 PREPARED BY: Deputy City Manager RECOMMENDED ACTION: Adopt a resolution approving the classification, job description, and salary range of Revenue Manager, adding one Revenue Manager and removing one Customer Service Representative. BACKGROUND INFORMATION: The City's Finance Division strives to provide top of the line transparency, fiscal accountability and customer service to all interested parties, including internal and external professionals and the general public. As such, the department seeks continuous improvement and looks for all opportunities to improve. With the recent promotion of a long-term employee from Customer Service Supervisor to Electric Utility Business Analyst, the departure of the Financial Services Manager and implementation of new technology, the division has undergone significant change. With the changes, opportunity presents itself to review the division's organization structure. At the Shirtsleeve session on March 27, 2018, Council received information about proposed organizational changes including the organization chart attached to this Council Communication highlighting the planned structure for the Finance Division for Fiscal Year 2018/19 and beyond. Staff requests that Council approve the new position of Revenue Manager to implement the organizational enhancements. The proposed salary of the Revenue Manager is $91,141.72 - $110,783.33, which is approximately 5 percent below the Financial Services Manager. It is anticipated that we will have budget savings of approximately $20,000 based on the proposed changes from the adopted Fiscal Year 2017/18 budget and the proposed Fiscal Year 2018/19 budget. The savings are a result of a June 7, 2017 Council action that eliminated two Supervising Customer Service Representatives and replaced that position with a Customer Service Supervisor and this proposed action to eliminate a Customer Service Representative and replace it with a Revenue Manager. A comparison of the two budget years is shown in table below. Full Time Positions in the Revenue Division FY 2017/18 Adopted Budget FY 2018/19 — Proposed Budget 6 — Customer Service Representatives 5 — Customer Service Representatives 3 — Utility Billing Specialists 3 — Utility Billing Specialists 2 — Supervising Customer Service Representative 1 — Customer Service Supervisor 1 — Revenue Manager 11 Total Positions 10 Total Positions APPROVED: en auer, City Manager Adopt Resolution Approving the Classification, Job Description, and Salary Range of Revenue Manager, Adding One Revenue Manager, and Removing One Customer Service Representative May 2, 2018 Page 2 of 2 The Revenue Manager is necessary to provide strategic planning and oversight of the Customer Service division, including customer service and utility billing functions, in addition to direct oversight of all revenue collections programs, including all taxes, fees, and rates. The new manager will be able to review and provide recommendation on ordinances, policy and procedures related to taxes, fees, rates and their collection. In addition, the Revenue Manger will provide oversight of new technology deployments, and recommend and implement best practices under his/her jurisdiction with a focus not possible under the existing structure. Under the current structure, the Financial Services Manager had too broad of a scope and was unable to provide the necessary oversight to the Customer Service unit due to legally required obligations to produce a Comprehensive Annual Financial Report (CAFR). The time commitment to produce the CAFR is roughly six months out of each year, which requires the full attention of the Financial Services Manager. With the Revenue Manager's narrowed focus, the City will be able to provide top-notch customer service in the areas customers have their most frequent or only interaction with City services. With the Fiscal Year 2018/19 budget, and in addition to this request, staff will be requesting reclassification of the Financial Services Manager to Accounting Manager. This reclassification will enable the Accounting Manager to provide focused accounting support to improve City wide internal controls on all things, including purchasing, accounts receivable and payable and payroll among other things. This separation of duties will set the Finance Division on the path to success in terms of customer service, fiscal accountability and transparency for years to come. Staff recommends that Council approve the new classification, job description and salary range and to add one Revenue Manager and delete one Customer Service Representative. FISCAL IMPACT: There is no impact to the Fiscal Year 2017/18 Budget from this action. The position will not be filled until July 1 or later. With the proposed elimination of one Customer Service Representative and addition of one Revenue Manager, there is still a net savings of $20,000 in budgeted personnel costs from all position changes in the Revenue Division from the adopted FY 2017/18 budget. FUNDING AVAILABLE: Funding for the position will be recommended in the Fiscal Year 2018/19 Budget. Andrew Keys Deputy City Manager/Internal Services Director Deputy City Manager/Internal Services Director Accounting Manager 1 x Supv. Accountant 1 x Finance Technician (A/R focus) 1 X Accountant 2 x Payroll Technicians 2 x Finance Technicians (A/P focus) Supervising Budget Analyst 1 1 x Budget Analyst Revenue Manager - New Position Customer Service Supervisor 3 x UBS CITY OF LODI May 2, 2018 REVENUE MANAGER 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: Under general direction, the Revenue Manager plans, organizes, and supervises a variety of customer service, billing, licensing, cashiering activities as well as the collection, monitoring, flow, and forecasting of City funds derived from tax revenues and various City permits and licenses; The position supports the department's organizational policy and procedural development activity, develops and implements the goals, objectives, policies, procedures and work standards for the Financial Services Division. DISTINGUISHING CHARACTERISTICS Duties are administrative/managerial in nature, where the incumbent works from broad policies and towards general objectives, and refers specific matters to superior only when interpretation or clarification of organizational policies is necessary. SUPERVISION RECEIVED AND EXERCISED General direction is provided by the Deputy City Manager/Internal Services Director. Responsibilities include direct supervision of professional, technical, and clerical personnel. ESSENTIAL DUTIES AND RESPONSIBILITIES: Duties may include, but are not limited to, the following: Plans, organizes, and directs the activities of the Revenue Division: Revenue Services, Utility Services, Enforcement & Collections, Cashiering, Customer Service, licensing, and Revenue Administration. Participates in the development and implementation of goals, objectives, policies, and priorities; recommends and implements policies and procedures. Analyzes revenue collections and trends and prepares revenue forecasts for the City budget document. Identifies opportunities for improving service delivery methods and procedures; identifies resource needs; reviews with appropriate management staff; implements improvements. Analyze problems, identify alternative solutions, project consequences of proposed actions and implement recommendations in support of goals. Directs, coordinates, and reviews the work plan for assigned utility billing and revenue services and activities; assigns work activities and projects; monitors work flow; reviews and evaluates work products, methods, and procedures; meets with staff to identify and resolve problems, ensure efficient and effective processing. Monitors, analyzes, and reports City revenue collections to identify the City's fiscal condition and reports to management. Communicates with citizens, the business community, Council members and their staff, and other City departments, to resolve billing disputes, permit/license issues and explain City Code and Revenue Division billing practices. Prepares and recommends additions or changes to Lodi Municipal Code. Prepares and presents City Council reports. Meets with and provides financial reports to other City departments related to revenue estimates, by operating department, for budget document and to monitor departments' revenue collections. Develops and implements systems and procedures, including computer applications, to make the collection and flow of revenues more efficient. Performs other or related duties as assigned. MINIMUM QUALIFICATIONS: Knowledge of: Operational characteristics, services, and activities of a customer service program; Customer service techniques, practices, and principles; Methods and techniques of proper phone etiquette. Principles, procedures, and methods used in the performance of customer service and clerical accounting duties; Principles of supervision, training, and performance evaluation. Principles of municipal budget preparation and control; Principles and procedures of financial record keeping; Advanced methods and techniques of coding, verifying, balancing, reconciling accounting records, mathematical principles and cashiering techniques. Principles of business letter writing and report preparation. Office procedures, methods, and equipment including computers and applicable software applications such as word processing, spreadsheets, and databases. Pertinent federal, state, and local laws, codes, and regulations. Ability to: Coordinate and direct assigned billing and revenue programs including a variety of customer service, billing, licensing, accounting, and cashiering duties. Select, supervise, train, direct, and evaluate the work of lower level staff. Understand, interpret, and apply general and specific administrative and departmental policies and procedures as well as applicable federal, state, and local policies, laws, and regulations. Recommend and implement goals, objectives, policies and procedures. Understand the organization and operation of the City and of outside agencies as necessary to assume assigned responsibilities. Effectively represent the City to outside individuals and agencies to accomplish the goals and objectives of the unit. Participate in the preparation and administration of assigned budgets. Plan and organize work to meet changing priorities and deadlines. Work cooperatively with other departments, City officials, and outside agencies. Respond tactfully, clearly, concisely, and appropriately to inquiries from the public, City staff, or other agencies on sensitive issues in area of responsibility. Perform a variety of accounting, fiscal, and statistical record keeping duties. Compile a variety of information and records and exercise good judgment in maintaining information, records, and reports. Participate in the preparation of a variety of administrative and financial reports. Read, understand, and review documents for accuracy and relevant information. Prepare clear and concise reports. Perform mathematical calculations quickly and accurately including; add, subtract, multiply, divide, calculation of percentages, fractions, and decimals. Work under steady pressure with frequent interruptions and a high degree of public contact by phone or in person. Interpret and explain City billing and revenue policies and procedures. Operate office equipment including computers and supporting word processing, spreadsheet, and database applications. Adapt to changing technologies and learn functionality of new equipment and systems. Communicate clearly and concisely, both orally and in writing. Establish and maintain effective working relationships with those contacted in the course of work. EDUCATION AND EXPERIENCE Any combination of education and experience that would likely provide the required knowledge and abilities is qualifying. A typical combination is: Education: Bachelor's degree in accounting, finance, business administration, economics, public administration, or related field is required. A Master's degree is highly desirable. Experience: Five (5) years of increasingly responsible billing and collections experience in a customer service environment including two years of administrative and/or lead supervisory experience with a staff of two or more. License or Certificate: Possession of, or ability to obtain, an appropriate, valid driver's license. WORKING CONDITIONS: The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions. Environment: Work is performed primarily in a standard office setting with extensive public contact and frequent interruptions. Physical: Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard; and to verbally communicate to exchange information. Visual and hearing acuity; hear and speak well enough to converse by telephone and in person to be clearly understood. Stamina to work additional hours to meet deadlines. FLSA Status: Exempt RESOLUTION NO. 2018-84 A RESOLUTION OF THE LODI CITY COUNCIL APPROVING THE CLASSIFICATION, JOB DESCRIPTION, AND SALARY RANGE FOR THE POSITION OF REVENUE MANAGER; ADDING ONE REVENUE MANAGER POSITION; AND DELETING ONE CUSTOMER SERVICE REPRESENTATIVE POSITION WITHIN THE INTERNAL SERVICES DEPARTMENT NOW, THEREFORE, BE IT RESOLVED that the Lodi City Council does hereby approve the classification and job description for the position of Revenue Manager, attached hereto as Exhibit A; and BE IT FURTHER RESOLVED that the salary range for Revenue Manager is hereby approved and shall be as follows: Classification Step 0 Step 1 Step 2 Step 3 Step 4 Revenue Manager $91,141.72 $95,698.81 $100,483.75 $105,507.93 $110,783.33 BE IT FURTHER RESOLVED that the Lodi City Council does hereby approve adding one Revenue Manager position to the Internal Services Department to be filled no earlier than July 1, 2018, and deleting one Customer Service Representative position within the Internal Services Department. Dated: May 2, 2018 I hereby certify that Resolution No. 2018-84 was passed and adopted by the Lodi City Council in a regular meeting held May 2, 2018 by the following vote: AYES: COUNCIL MEMBERS — Chandler, Kuehne, Mounce, and Mayor Nakanishi NOES: COUNCIL MEMBERS — None ABSENT: COUNCIL MEMBERS — Johnson ABSTAIN: COUNCIL MEMBERS — None NIFER FERRAIOLO ity Clerk 2018-84 CITY OF LODI May 2, 2018 REVENUE MANAGER 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: Under general direction, the Revenue Manager plans, organizes, and supervises a variety of customer service, billing, licensing, cashiering activities as well as the collection, monitoring, flow, and forecasting of City funds derived from tax revenues and various City permits and licenses; The position supports the department's organizational policy and procedural development activity, develops and implements the goals, objectives, policies, procedures and work standards for the Financial Services Division. DISTINGUISHING CHARACTERISTICS Duties are administrative/managerial in nature, where the incumbent works from broad policies and towards general objectives, and refers specific matters to superior only when interpretation or clarification of organizational policies is necessary. SUPERVISION RECEIVED AND EXERCISED General direction is provided by the Deputy City Manager/Internal Services Director. Responsibilities include direct supervision of professional, technical, and clerical personnel. ESSENTIAL DUTIES AND RESPONSIBILITIES: Duties may include, but are not limited to, the following: Plans, organizes, and directs the activities of the Revenue Division: Revenue Services, Utility Services, Enforcement & Collections, Cashiering, Customer Service, licensing, and Revenue Administration. Participates in the development and implementation of goals, objectives, policies, and priorities; recommends and implements policies and procedures. Analyzes revenue collections and trends and prepares revenue forecasts for the City budget document. Identifies opportunities for improving service delivery methods and procedures; identifies resource needs; reviews with appropriate management staff; implements improvements. Analyze problems, identify alternative solutions, project consequences of proposed actions and implement recommendations in support of goals. Directs, coordinates, and reviews the work plan for assigned utility billing and revenue services and activities; assigns work activities and projects; monitors work flow; reviews and evaluates work products, methods, and procedures; meets with staff to identify and resolve problems, ensure efficient and effective processing. Monitors, analyzes, and reports City revenue collections to identify the City's fiscal condition and reports to management. Communicates with citizens, the business community, Council members and their staff, and other City departments, to resolve billing disputes, permit/license issues and explain City Code and Revenue Division billing practices. Prepares and recommends additions or changes to Lodi Municipal Code. Prepares and presents City Council reports. Meets with and provides financial reports to other City departments related to revenue estimates, by operating department, for budget document and to monitor departments' revenue collections. Develops and implements systems and procedures, including computer applications, to make the collection and flow of revenues more efficient. Performs other or related duties as assigned. MINIMUM QUALIFICATIONS: Knowledge of: Operational characteristics, services, and activities of a customer service program; Customer service techniques, practices, and principles; Methods and techniques of proper phone etiquette. Principles, procedures, and methods used in the performance of customer service and clerical accounting duties; Principles of supervision, training, and performance evaluation. Principles of municipal budget preparation and control; Principles and procedures of financial record keeping; Advanced methods and techniques of coding, verifying, balancing, reconciling accounting records, mathematical principles and cashiering techniques. Principles of business letter writing and report preparation. Office procedures, methods, and equipment including computers and applicable software applications such as word processing, spreadsheets, and databases. Pertinent federal, state, and local laws, codes, and regulations. Ability to: Coordinate and direct assigned billing and revenue programs including a variety of customer service, billing, licensing, accounting, and cashiering duties. Select, supervise, train, direct, and evaluate the work of lower level staff. Understand, interpret, and apply general and specific administrative and departmental policies and procedures as well as applicable federal, state, and local policies, laws, and regulations. Recommend and implement goals, objectives, policies and procedures. Understand the organization and operation of the City and of outside agencies as necessary to assume assigned responsibilities. Effectively represent the City to outside individuals and agencies to accomplish the goals and objectives of the unit. Participate in the preparation and administration of assigned budgets. Plan and organize work to meet changing priorities and deadlines. Work cooperatively with other departments, City officials, and outside agencies. Respond tactfully, clearly, concisely, and appropriately to inquiries from the public, City staff, or other agencies on sensitive issues in area of responsibility. Perform a variety of accounting, fiscal, and statistical record keeping duties. Compile a variety of information and records and exercise good judgment in maintaining information, records, and reports. Participate in the preparation of a variety of administrative and financial reports. Read, understand, and review documents for accuracy and relevant information. Prepare clear and concise reports. Perform mathematical calculations quickly and accurately including; add, subtract, multiply, divide, calculation of percentages, fractions, and decimals. Work under steady pressure with frequent interruptions and a high degree of public contact by phone or in person. Interpret and explain City billing and revenue policies and procedures. Operate office equipment including computers and supporting word processing, spreadsheet, and database applications. Adapt to changing technologies and learn functionality of new equipment and systems. Communicate clearly and concisely, both orally and in writing. Establish and maintain effective working relationships with those contacted in the course of work. EDUCATION AND EXPERIENCE Any combination of education and experience that would likely provide the required knowledge and abilities is qualifying. A typical combination is: Education: Bachelor's degree in accounting, finance, business administration, economics, public administration, or related field is required. A Master's degree is highly desirable. Experience: Five (5) years of increasingly responsible billing and collections experience in a customer service environment including two years of administrative and/or lead supervisory experience with a staff of two or more. License or Certificate: Possession of, or ability to obtain, an appropriate, valid driver's license. WORKING CONDITIONS: The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions. Environment: Work is performed primarily in a standard office setting with extensive public contact and frequent interruptions. Physical: Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard; and to verbally communicate to exchange information. Visual and hearing acuity; hear and speak well enough to converse by telephone and in person to be clearly understood. Stamina to work additional hours to meet deadlines. FLSA Status: Exempt